Novotel Kuala Lumpur City Centre

“Another perfect stay - it is becoming a very nice habit! Highly recommended!”

Very happy to be back at the Novotel KLCC where the welcome is always warm and genuine. 

 Our suite was really super (as always!), with the ever comfy bed and a large, separate living room with comfortable sofa, chairs and a handy desk for working at, should it be needed. 

The large fridge was… more

Very happy to be back at the Novotel KLCC where the welcome is always warm and genuine. 

 Our suite was really super (as always!), with the ever comfy bed and a large, separate living room with comfortable sofa, chairs and a handy desk for working at, should it be needed. 

The large fridge was well stocked with soft drinks, water jug and plenty of teas & coffees, to keep you hydrated. 

 The welcome amenity, which is always a thoughtful and useful gift, was accompanied by the kind note from Angelia K. On every stay Angelia is truly delightful to deal with. 

 We sleep so well here and we never hear any noise from other guests or indeed room staff. 

 Again the Executive Lounge was a nice space for pre-dinner drinks and nibbles, with engaged and helpful staff. Having stayed at many, many properties in KLCC the Novotel is one of the best; in terms of service, surroundings, staff and location, and we highly recommend staying here. Look forward to our next stay!

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“A mixed experience in KL”

Let's start with the positives - location is great, easy walking distance to Bukit Bintang, close to monorail and close-ish to other public transport. The room was very nicely appointed and the bed was super comfortable. Rooms were sparkling clean, noise was non-existent. It was everything that I e… more

Let's start with the positives - location is great, easy walking distance to Bukit Bintang, close to monorail and close-ish to other public transport. The room was very nicely appointed and the bed was super comfortable. Rooms were sparkling clean, noise was non-existent. It was everything that I expected from a Novotel. Less ideal was the hand-held showerhead that had a habit of twisting and turning from the water pressure when in the wall-mount. Annoying, but not a major hassle. There are also only 3 lifts servicing a lot of floors. Most of the time it wasn't a long wait, but getting close to peak times it can be a wait for a lift that has space heading down. Sadly what let this hotel down was the staff. Whilst generally friendly and accommodating, there were times where it felt like I, a guest, was more like an unpleasant distraction from whatever work they were doing. Example, at reception on arrival, 4 people were there with there heads down. One looked up at me, and went back to what they were doing. Eventually I was assisted by a staff member, who then took a call in the middle of checking me in. I also felt that despite being in Malaysia, where English is generally very strongly spoken, staff had difficulty understanding and communicating with me. I will say that in the time I dealt with staff, they were almost always dealing with some extremely demanding and needy guests, so I feel for them in that regard. Is that enough for me say that you should avoid this hotel? Definitely not. The positives outweigh the negatives in a big way, and for the price I paid I am quite happy. I did not have breakfast, use the bar or visit the pool or fitness area to comment, but these do exist.

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“great location”

Stayed for 2 nights here - the hotel is right in the city center of Kuala lumpur. Rooms are decent sized for a hotel in city center. Although priced slightly on higher end, this is expected given the location. breakfast spread is good. staff is helpful though housekeeping response could be faster. … more

Stayed for 2 nights here - the hotel is right in the city center of Kuala lumpur. Rooms are decent sized for a hotel in city center. Although priced slightly on higher end, this is expected given the location. breakfast spread is good. staff is helpful though housekeeping response could be faster. Heart of kuala lumpur including Petronas towers are walking distance away.

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“A disappointing start, partially redeemed”

I recently stayed at Novotel Kuala Lumpur City Centre for the first time (for two nights), and unfortunately, the experience began on a rather disappointing note—especially as an Accor ALL Platinum member. Upon arrival, my membership status was not acknowledged at all by the front desk staff, and … more

I recently stayed at Novotel Kuala Lumpur City Centre for the first time (for two nights), and unfortunately, the experience began on a rather disappointing note—especially as an Accor ALL Platinum member. Upon arrival, my membership status was not acknowledged at all by the front desk staff, and there was clear uncertainty around my room readiness and entitlements. I was asked to wait while other guests were attended to, and eventually had to leave and return later to collect my keycard. When I came back, Sonya informed me quite definitively, that I was not entitled to Premier Lounge access due to my corporate rate, which contradicts my consistent experience across other Accor properties worldwide. Even after calling from my room, I received the same incorrect information. It was only later that Ridzuan (Duty Manager) contacted me to explain that a system error had caused my membership status not to reflect properly. While I appreciate that he stepped in to resolve the issue, this should have been identified and corrected much earlier. No room upgrade or welcome amenity was extended either, which further added to the sense that my loyalty status had been overlooked entirely. What stood out was the inconsistency in communication. I had addressed my feedback via email to the General Manager, Angelia, but received a response from the Front Office Manager, John. Yet in person, it was Ridzuan who handled the matter. While all were polite, the lack of coordination did not inspire confidence in internal communication. The experience at the Premier Lounge also reflected similar gaps. Upon entry, staff seemed unsure of my eligibility and had to double-check my room details. Food-wise, the offerings were underwhelming, both at the lounge and breakfast. The selection was limited, and some fried items tasted as though they had been reheated rather than freshly prepared. Even the hot chocolate at breakfast was noticeably diluted. That said, I do want to acknowledge the efforts made in service recovery. The management team did respond and offered a goodwill gesture, which I appreciated. However, this felt more reactive than proactive, and did not fully offset the initial experience. On a positive note, the hotel’s location is excellent — being right next to Pavilion Kuala Lumpur makes it really convenient for shopping and dining. The concierge team also deserves praise—they were consistently warm, friendly, and proactive in greeting me whenever we crossed paths in the lobby. Overall, this was a stay that was eventually recovered, but not without several missteps along the way. As a Platinum member, I expect a smoother and more consistent recognition of benefits from the outset. There is clear room for improvement in staff training, communication, and attention to detail. I would consider returning, but only in the hope that these gaps are addressed more thoroughly moving forward.

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