Pullman Putrajaya Lakeside

My friend and I stayed at the hotel on July 28–29, 2026. As a Hilton Diamond member, I was directed to the Executive Lounge for check-in. However, the lounge was completely unmanned, forcing us to go down to the main reception counter instead. When I asked about this, a staff member informed me that all check-ins must be done at the front desk. For a hotel that advertises elite benefits, not offering lounge check-in makes the hospitality feel quite average. Later, around 6:00 PM, we returned to the lounge for pre-dinner drinks. We observed a clear double standard in service: a tall male staff member wearing glasses who is also manning at the Reception counter, actively attended to and offered drinks to foreign guests, but completely ignored us as locals—failing to even offer a basic greeting or ask about our stay. This experience was deeply disappointing. To hotel management: Please identify the employee described above and conduct a thorough investigation into this matter. I am confident that his actions demonstrated a clear double standard in customer service, which should not be tolerated.

1. Check-in experience was no good. When I tried to check-in at 12 noon, the reception staff told me that I cannot check-in due to that is the check-out time and lot of people waiting and in fact there were no people checking out at that time. 2. Another person (duty Manager) tried to help me after few minutes to check-in and one of my two rooms was ready to check-in and another suite room will be ready at 4pm due to the check out of the previous guest was 1pm. When I asked why 4pm is the check-in and why the check out time was 1pm for the other guest and for me it will be 12 noon, he cannot justify. 3. We were not asked to put up in a place at the lounge during this waiting time and the receptionist asked to stay at the cafe or waiting area even though I have the lounge access. 4. We went to the buffet lunch and asked to charge to the room, and they told my name is not reflected in the room given 3113 as some one is already staying and I need to pay cash or credit card. 5. During the evening, I asked for 2 plates for my dinner to the room and initially agreed to send and after 20 mins, they called me and told me that I have to pay 5RM for each plate. I am paying RM1000+ for every night and I have to pay RM5 for this plate? 6. During the afternoon before the plate incident I did called Lokman and feedback to him directly on my frustration of those incident before even I got into the room. 7. In summary I have not made the right selection of the hotel.

The best part of this hotel lies with its Front Desk Personnel. IF I were to award BEST Front Desk Personnel in whole Malaysia... I would award it to Wan Ain of DoubleTree Putrajaya Lakeside. Her way... exceed expectation as well as uniquely different from the others. She went all out to guide others and focus on customer first. She made the stay ever pleasant. Breakfast was also prepared for my long journey... Best customer service for a hotel/resort. As well.. very suited to bring kids along for a quiet vacation. Excellent place.