Holiday Inn Kuala Lumpur Glenmarie

The recently opened Hilton Glenmarie in Shah Alam is a new addition to the Malaysia Hilton portfolio. It is a beautiful resort that is also very well suited for families with children. The property features a beautiful design and very modern furnishings, complemented by generously spaced rooms. A major highlight is the cooperation with the adjacent country club, which offers a golf course and a 50-meter swimming pool, making it perfect for sports activities. The gym is located there as well. The breakfast selection leaves nothing to be desired. I would especially like to highlight Farah (Front Office Manager) and Sarah. Their exceptional service, outstanding hospitality, and warm professional attitude truly stood out and made my stay memorable. They are a real asset to the hotel.

I stayed at Hilton Shah Alam Glenmarie from 25–26 June for one night, and overall, it was a pleasant experience. A special thanks to the Duty Manager, Hotma, at the reception. He was exceptionally friendly, welcoming, and had a great sense of humor, which made the check-in experience enjoyable. I was pleasantly surprised to receive a complimentary room upgrade with a beautiful golf course view. The room was spacious, clean, comfortable, and well-maintained. The housekeeping team did an excellent job in ensuring everything was spotless. Breakfast offered a wide variety of delicious food, which I really enjoyed. However, the service from some of the restaurant staff during breakfast could be improved, as they were not very friendly or welcoming. One area that also needs improvement is the response to guest requests. I called at night to request extra coffee amenities, but no one answered. I then submitted the request through the app, but unfortunately, there was no response until the following morning when the items were finally delivered. Overall, I had a very enjoyable stay, especially because of the complimentary room upgrade and the comfort of the room. That positive experience made it easier to overlook the other shortcomings. Thank you, Hilton Glenmarie Shah Alam. I look forward to staying again and hope to see improvements in guest service during my next visit.

We are extremely disappointed with how our lost property matter was handled. During our stay, we accidentally left behind a bag containing three personalised gift items with names engraved on them. These items were of significant sentimental value to us. After discovering the bag was missing once we arrived home, we contacted the hotel immediately. We were advised that the hotel would obtain a postage quote for returning the items. After waiting approximately a week and following up ourselves, we were informed that the shipping cost would exceed USD $150. Given the excessive cost, we advised the hotel that we would collect the items in person during our next visit to Kuala Lumpur, as we travel there regularly. Unfortunately, we received no response to this communication and were left with the impression that our belongings would be safely held until our return. Now that we are back in Kuala Lumpur, we contacted the hotel again to arrange collection. Despite reaching out multiple times over the past two weeks through messages and email, our enquiries went unanswered. Only two days before our arrival did the hotel respond, informing us that any lost property is only retained for four months before being disposed of. At no point were we informed of this policy when we initially reported the missing items, nor when we advised that we intended to collect them personally. Had we been made aware of the four-month retention period, we would have made alternative arrangements to recover our belongings. What makes this even more disappointing is that this is not an inexpensive hotel, and we have stayed here on multiple occasions. We expected a much higher standard of communication, customer service, and care when dealing with guests’ personal property. The loss of these personalised items is upsetting, but the lack of communication and failure to clearly explain the hotel’s policy is what has left us most dissatisfied. Unfortunately, this experience has significantly impacted our confidence in the hotel and its commitment to guest service.