Sofitel Kuala Lumpur Damansara

Location is central to where I want to go, there is a nearby mall to satisfy my needs. Hotel facilities are modern and new.

Definitely love this place... Room, facilities, staff all excellent.!

The hotel is conveniently close to the Pavilion Damansara Heights. Great restaurants around, and overall a comfortable and enjoyable stay!

This wasn’t my first time staying at Sofitel Damansara, which is why this experience was even more disappointing. Unfortunately, this was by far the worst stay I’ve had. The problems started at check-in. The front desk was unable to locate my reservation using my name, and I had to retrieve my booking confirmation just to provide the booking number before they could find it. After checking in, we briefly dropped off our belongings and headed out. When we returned that evening, we were shocked to find a pair of hotel slippers that had been opened and placed neatly beside the bed. Neither of us had touched them before leaving the room. Naturally, we were alarmed and genuinely wondered if someone had entered our room while we were away. We immediately requested a room change, but were told the hotel was fully booked. The duty manager, ***, and another *** staff member came to inspect the room with us. Instead of providing a clear explanation or reassurance, they simply told us there was nothing to worry about and suggested that we get some rest. Ironically, even the *** staff member appeared uneasy while speaking to us, which only made us feel even more anxious. I barely slept that entire night. The following day, we were informed that it was supposedly part of the hotel’s “wind-down service.” However, this explanation simply didn’t add up. We had never requested such a service, and we had been out for the entire day. What made matters even more confusing was that we were also told the CCTV footage showed that no staff had entered our room. If no one entered the room, how did the slippers end up being opened and placed beside the bed? For a 5-star hotel, this lack of a clear explanation was extremely concerning. We requested a room change again the next morning, as we had been told one would be available. However, the front desk initially rejected our request. It was only after I insisted that they finally agreed to move us. While we appreciated being moved to a higher floor, the replacement room had two single beds pushed together instead of a proper king bed. The gap between the mattresses made it incredibly uncomfortable to sleep. If this was the only option available, it would have been better to inform us in advance. Unfortunately, the issues didn’t stop there. That same night, we returned to the hotel at around 11pm only to discover that our room had experienced a power trip. We waited for more than 30 minutes for a technician to arrive, and nothing happened until I went down to the reception to follow up personally. Lastly, we requested bath salts and a bathtub plastic liner, which are amenities we had expected to be available, but were simply told they didn’t have them. Overall, this stay was filled with one issue after another—from the check-in experience, the unexplained incident in our room, the lack of reassurance from staff, the difficulty getting a room change, the uncomfortable replacement room, and the delayed response to the power outage. I’ve stayed at Sofitel Damansara before, which is why this experience was so disappointing. Based on this visit, the service and handling of guest concerns fell far below what I would expect from a 5-star hotel. I sincerely hope management takes this feedback seriously and improves both its service standards and communication, so future guests do not have to go through a similar experience.