Pan Pacific Serviced Suites Kuala Lumpur

We have a wonderful stay ! Every staffs was helpful and cheerful. I am glad to choose Pan Pacific.

We had a very comfortable stay at Pan Pacific Serviced Suites Kuala Lumpur. The one-bedroom suite was spacious, very clean and well maintained, with plenty of room to relax. A big bonus was having a washer and dryer combo machine in the suite, which was extremely convenient during our trip. The staff were professional, friendly and very helpful throughout our stay. The location is also excellent and very convenient for getting around Kuala Lumpur, with plenty of shopping, dining and attractions nearby.

I've been staying at this hotel whenever my family and I visit KL over the past few years, usually in an Executive or a 2 bedroom Suite. This was the first time I stayed in a normal one-bedroom suite. As I had made a separate booking for one additional night through Agoda, I informed the front desk staff on the day I checked in that I would like to ensure that my key card would remain active throughout my stay, as I would be staying in the same room for the entire trip. The staff told me that this could not be arranged and that I would have to return to the front desk personally to reactivate my key card on the third day. I was disappointed that this could not be arranged in advance. On the first night, I experienced poor soundproofing, as I could clearly hear people talking along the corridor from inside my room. There was also a persistent snapping noise coming from the window area throughout the night. I called the hotel operator to report the noise, but it took almost an hour for a technician to arrive. Unfortunately, he was unable to identify the source of the noise. I therefore called the operator again to request a room change. I was asked to hold the line while she connected me to the reservations staff, but no one answered the call even after I had been waiting for at least 20 minutes. I eventually had to make my way down to the front desk personally after breakfast to speak to the staff. This wasted a considerable amount of my time, and the lift also took quite some time to arrive. At the same time, I reminded the front desk staff to ensure that my key card would remain active, as I had made a separate booking to extend my stay by one additional night and had also requested a late check-out. He assured me that this had been noted. However, on the third night, I was unable to access my room and had to return to the front desk to have my key card reactivated. On my last day, when I needed to retrieve my luggage from my room before checking out, I again found that my key card did not work. I had to return to the front desk once again to have it reactivated. My key card failed again when I tried to access my room afterwards, which caused me to panic as I was already rushing to the airport for my flight. I happened to see one of the housekeepers along the corridor and asked if he could help me open my room, explaining that I was in a hurry and that my key card was not working. Unfortunately, he refused to assist me and told me to go back down to the reception counter. A considerable amount of time was wasted due to the repeated key card issues, while my private-hire car was already waiting for me. The repeated inconvenience and lack of effective resolution made me feel extremely stressed throughout this stay. In addition, I was disappointed by the service at the hotel restaurant. When I requested some slices of lemon, or at least lemon water, from one of the waitresses, my request was not accommodated. I had stayed at a four-star hotel before this trip, and they were able to provide this upon request. I would therefore have expected a higher level of service from a five-star hotel. Overall, this stay was considerably less pleasant than my previous experiences at this hotel. I hope the management will look into these issues, particularly the repeated key card failures, the poor response to the noise complaint, and the level of service provided, so that future guests do not experience the same inconvenience.

I am writing to share some feedback regarding my family’s recent stay in Room 1708. My family and I stay at Pan Pacific every time we visit Kuala Lumpur. We travel to KL quite regularly, approximately every five to six months and have been choosing your hotel consistently since the end of 2023. In fact, whenever we plan a trip to Kuala Lumpur, Pan Pacific is always our first choice because of its convenient location excellent facilities and the positive experiences we have had in the past. Over the years, I have also recommended the hotel to many friends and family members often speaking highly of the comfort, service and family-friendly environment that we have come to associate with the Pan Pacific brand. While the room itself was comfortable during this stay, we noticed that it was noticeably dusty. My children were sneezing throughout our stay and upon closer inspection, we could see dust in several areas of the room. This was disappointing especially given the standards we have come to expect from the hotel. More concerning however were two separate incidents that left me questioning whether the hotel remains the safe and comfortable environment that we have always known it to be. On 3 June, between approximately 7pm and 7.10pm, we entered the lift from Level 17 to head out. The lift stopped at either Level 15 or 16 (I cannot recall exactly), where two ladies entered. They appeared extremely unsteady, were behaving very strangely and were giving unusual looks that frightened my children. They were visibly shaking and immediately squatted down once they entered the lift. Their behaviour was so unusual that it strongly gave the impression that they were under the influence of drugs. My children became very frightened and as a parent, I felt deeply uncomfortable. It was not something I ever expected to encounter in a hotel that has always presented itself as a premium destination for families and business travellers. The following morning, on 4 June between approximately 4.40am and 5.10am, we were woken by a disturbance in the corridor. There was loud shouting, screaming, cursing and banging that sounded very much like a fight. The noise went on long enough to wake my children and leave us feeling unsettled and concerned. I would encourage the hotel to ensure that rooms are thoroughly cleaned and inspected between guests. Families choose hotels such as Pan Pacific because they expect a clean, safe and refreshing environment. If there has been any inappropriate activity in guest rooms, it is especially important that rooms are properly cleaned and refreshed before being allocated to new guests especially those with young children. What disappointed me most is that these experiences were so different from what we have come to expect. Whenever my family discusses a trip to Kuala Lumpur. Staying at Pan Pacific is usually one of the easiest decisions we make. The hotel has always been part of the appeal of the trip itself and we have never previously had reason to question our choice. I sincerely hope the management will look into these concerns particularly regarding guest safety and security. Families with young children should be able to enjoy their stay without being exposed to situations that make them feel unsafe or uncomfortable. Likewise, business travellers and returning guests should be able to rely on the standards and environment that have built the hotel’s reputation. I am sharing this feedback because I genuinely enjoy staying at Pan Pacific and would like to continue doing so in the future. I hope this feedback will be received in the constructive spirit in which it is intended and that appropriate measures can be taken to ensure that future guests have the positive experience that has kept my family returning over the years. Thank you for your time and attention.