Hotel Novotel Kuala Lumpur City Centre

All is good. Breakfast is delicious with many varieties. Facilities is all good and well maintained.Pillow is soft and comfortable for sleep

Parking is super narrow. risk of car damage is very high.

Overall is very satisfied.

Having stayed at Novotel Kuala Lumpur City Centre before, I had a positive impression of the hotel. During my previous visit last July, the Front Office staff were friendly, welcoming, and professional. Unfortunately, my recent experience was disappointing, particularly in terms of staff attitude and the handling of my room request. Before check-in, I had already made a request for pv view room. During my previous stay, the Front Office staff had informed me about the possibility of arranging a room with a pool view, which I appreciated. My reason for requesting this view was simple: I enjoy the beautiful lights and scenery at night. However, during this visit, I felt that my request was completely overlooked. The female Front Office staff member who handled my check-in did not appear to acknowledge or properly address my request. What disappointed me was not simply the possibility of not getting the room I wanted, but the lack of communication and apparent effort to accommodate my request. I understand that room allocation depends on availability, and I am not suggesting that every request must be guaranteed. However, a guest's request deserves proper attention, communication, and consideration, rather than being ignored altogether. If the requested room type is unavailable, a simple explanation would have been appreciated. As someone who works as a Head of Department for Guest Service Agency and Front Office, I understand hotel operations and room inventory management very well. I know that room allocation requires coordination and depends on several operational factors. However, depending on availability and operational circumstances, room assignments may sometimes be adjusted to accommodate a guest's request. I believe my request could at least have been checked and considered instead of seemingly being disregarded. Considering the room rate I paid per night, I expected a reasonable level of attention to my request and professional communication from the Front Office team. I had made my booking in advance, not at the last minute, so I would have appreciated it if the team or a supervisor had reviewed my request beforehand and informed me whether it could be accommodated. What made the experience even more disappointing was the staff member's unfriendly facial expression and manner of communication during check-in. Compared with the warm and welcoming service I received during my previous visit, this experience fell short of my expectations. Working in hospitality can be challenging, and I fully understand that. Nevertheless, professionalism is not just about processing a check-in; it is about listening to guests, acknowledging their requests, communicating clearly, and making them feel valued. I hope the management will take this feedback seriously, review how advance guest requests are communicated to the Front Office team, and remind staff that even when a request cannot be fulfilled, the way it is handled makes a significant difference. I chose Novotel Kuala Lumpur City Centre because I had a positive experience previously. I sincerely hope the hotel can restore that impression, because guests deserve to feel welcomed and respected every time they return. A room request may not always be guaranteed, but courtesy, communication, and professionalism should never be optional.