The Platinum Kuala Lumpur by Whitfield Reviews

Response from Property: Thank you so much for your wonderful review! We are delighted to hear that you enjoyed your stay with us and that our team made your experience memorable.Your kind words mean a lot to us, and we are thrilled to know that our efforts to provide exceptional service were appreciated. It was our pleasure to host you, and we hope to have the opportunity to welcome you back soon.

Response from Property: Thank you for sharing your detailed feedback. We are deeply sorry that your experience was far below your expectations, and we regret that we did not provide the level of service and quality that we strive for. Your experience does not reflect the standards we aim to uphold, and we sincerely apologize for the numerous issues you encountered during your stay.1. Check-in Process: We apologize for the delay in your check-in process and understand how frustrating this must have been, but longer waiting time during peak check in hour could be unavoidably happened. We are reviewing our procedures to ensure smoother and quicker service for all future guests.2. Elevator Wait Time: We understand the inconvenience caused by the slow elevators. We will suggest the guest to avoid using the elevator during peak hour. 3. Cleanliness & Hygiene: The condition of your unit, including the presence of ants, dirty towels, and an unclean toilet, is completely unacceptable. Cleanliness is a top priority, and it’s clear that we failed to meet this standard. We are conducting a thorough review with our housekeeping team to ensure this does not happen again.5. Water Bottle Incident: We are horrified to learn about the previously opened water bottle in your unit. This is a serious oversight, and we are investigating how this could have happened. Rest assured, we are addressing this with our staff immediately.4, 5, 6 & 7. Sofa Condition & Bath Tub: We acknowledge that broken furniture and an unclean bathtub are completely unacceptable, we will ensure that necessary maintenance and deep cleaning are conducted to prevent this from recurring. In addition, kindly reach out to our lobby colleague through WhatsApp or Wechat if found out that the room was untidy when just checked in. 8. Deposit: Regarding the deposit, it is already stated under property's policies. The deposit is a standard measure to ensure the safety and well-being of all guests and the property. We regret that your experience was so disappointing that you felt compelled to leave early. We take your feedback seriously and are committed to making improvements based on your comments. While we cannot undo the frustration caused, we would appreciate the opportunity to regain your trust in the future.