Novotel Kuala Lumpur City Centre

Recent Reviews: 4751

• User:591jane2015

  Trip type: Family

  Good stay in KLCC mainly due to the staff

  29 May 2026

  Novotel Kuala Lumpur City Centre is a property with some clear strengths and a few rough edges — but for families and frequent Accor guests, it delivers a genuinely comfortable and convenient stay.LocationThe location is arguably the hotel’s biggest asset. The property is connected to Pavilion Mall via a covered walkway, with only about 30 metres of open-air exposure before you’re inside the mall — a huge plus in KL’s heat and rain. Being in the heart of Kuala Lumpur City Centre also means you’re well-placed to explore the city, with most major attractions and neighbourhoods easily accessible.The RoomsWe travelled as a large family and were able to secure connecting rooms, which made an enormous difference to our stay. The front desk team was genuinely accommodating in making this happen, and it’s something families should absolutely request at the time of booking.Staff & Accor Loyalty PerksThe staff are the standout highlight of this property — warm, helpful, and consistently willing to go the extra mile for guests. If you hold Platinum status or above with Accor, it really pays off here: request room upgrades and access to the ground floor platinum lounge, which is a lovely perk. The breakfast on the first floor was also enjoyable, with attentive and friendly service.Areas for ImprovementA few things worth flagging for prospective guests: • The entrance feels underwhelming for a city centre hotel — basic for the arrival experience you’d hope for at this category of property. • The steps at the entrance can be a real inconvenience if you’re arriving with heavy luggage. The single security guard outside is not really positioned to assist, so be prepared to manage bags yourself or ask the front desk to send someone out. • The swimming pool on the third floor is very basic and, honestly, not particularly inviting. If a pool is important to your stay, temper your expectations here.OverallDespite the physical shortcomings, Novotel KL City Centre won us over with its people and its location. The staff’s warmth and willingness to accommodate our family’s needs elevated what could have been an ordinary stay into a memorable one. We’d very likely return — and that’s largely down to the team here. Angelia Ku, General Manager at Novotel Kuala Lumpur City Centre, responded to this review Dear 591jane2015,Thank you for taking the time to share such a detailed review of your recent stay at Novotel Kuala Lumpur City Centre.We are delighted to learn that our convenient location, connecting rooms, and the warm hospitality of our team contributed positively to your family's stay. Your kind recognition of our staff is truly appreciated, and we will be sure to share your compliments with the team, as it will serve as great encouragement to them.At the same time, please accept our sincere apologies for the inconveniences you experienced regarding the hotel entrance, luggage accessibility, and swimming pool facilities. We appreciate your honest feedback, as it helps us identify areas where we can improve the overall guest experience.Thank you once again for choosing to stay with us. We are grateful for your support as an Accor member and are pleased to know that, despite the areas highlighted, our team and location made your visit a memorable one. We look forward to welcoming you and your family back to Novotel Kuala Lumpur City Centre in the near future.Yours sincerelyAngelia KuGeneral Manager

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• User:Navigator456100

  Trip type: Solo travel

  Excellent Aromatherapy Massage

  17 May 2026

  I had an excellent Aromatherapy massage session at Novotel City Centre Kuala Lumpur from a masseuse named Rose . I feel totally relaxed and all muscle tension disappeared after the massage . Highly recommended . Reasonable price. Angelia Ku, General Manager at Novotel Kuala Lumpur City Centre, responded to this review Dear Navigator456100,Thank you for sharing your spa experience.We are delighted to hear that you enjoyed your Aromatherapy massage session with Rose and that you left feeling fully relaxed with your muscle tension relieved. Your recommendation and positive feedback truly mean a lot.On behalf of the spa team, we sincerely appreciate your comments. Kindly note that the spa operates independently and is not directly managed by the hotel. Nevertheless, we will be sure to relay your kind feedback to the spa owner and team, as they will be very pleased to hear about your experience.Yours sincerelyAngelia KuGeneral Manager

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• User:ElvenPrince

  Trip type: Family

  A disappointing start, partially redeemed

  27 Apr 2026

  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. Angelia Ku, General Manager at Novotel Kuala Lumpur City Centre, responded to this review Dear ElvenPrince,Thank you for taking the time to share your detailed feedback following your recent stay at Novotel Kuala Lumpur City Centre.Please accept my sincere apologies for the disappointing start to your experience, particularly in the recognition of your Accor ALL Platinum status. While I may not have responded to you personally, I would like to assure you that I am fully aware of your experience and have since discussed this thoroughly with the team.We regret the confusion and inconsistency you encountered, from check-in to lounge access and communication. This is certainly not the level of service we strive to deliver, especially to our valued loyal members. Please be assured that your profile has now been updated accordingly, so that on your next visit, our team will be able to instantly recognise your ALL status and extend the appropriate benefits seamlessly.Your feedback regarding our Premier Lounge and breakfast offerings has also been noted and shared with the respective teams for immediate review and improvement.I am pleased to know that you found our location convenient and that our concierge team made a positive impression during your stay.We truly appreciate your candid feedback, as it allows us to improve and serve you better. We hope to have the opportunity to welcome you back and provide you with a more seamless and memorable experience.Yours sincerelyAngelia KuGeneral Manager

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• User:rob3170

  Trip type: Solo travel

  A mixed experience in KL

  19 Apr 2026

  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. Angelia Ku, General Manager at Novotel Kuala Lumpur City Centre, responded to this review Dear rob3170,Thank you for taking the time to share your detailed feedback following your recent stay at Novotel Kuala Lumpur City Centre.We are delighted to hear that you enjoyed our central location, comfortable room, and the overall cleanliness and quietness of your stay. It is always encouraging to know that we met your expectations in these areas.At the same time, we sincerely apologise for the inconveniences you experienced with the shower fixture and lift wait times. Your comments have been noted and will be shared with the relevant teams for improvement.More importantly, we regret that your experience with our service did not meet expectations. Please accept our sincere apologies for the lapse in attentiveness and communication during your arrival. This is certainly not reflective of the service standard we strive to provide, and we will be addressing this with our team to ensure better consistency and guest engagement moving forward.We truly appreciate your feedback and hope to have the opportunity to welcome you back for a more seamless and enjoyable experience in the future.Yours sincerelyAngelia KuGeneral Manager

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• User:GoPlaces40286924881

  Trip type: Solo travel

  Lovely stay at Novotel KL

  12 Apr 2026

  My stay has been wonderful so far. Hotel has a laidback vibe, very cosy and comfortable. Service has been amazing so far. Angelia Ku, General Manager at Novotel Kuala Lumpur City Centre, responded to this review Dear GoPlaces40286924881,We very much appreciate your comments regarding your stay at Novotel Kuala Lumpur City Centre.We are happy to hear that your overall stay was a pleasant one. We hope your next visit will be as pleasant as the previous one.Yours sincerely,Angelia KuGeneral Manager

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