Four Points by Sheraton Kuala Lumpur, Chinatown

Beautiful hotel. Exceptionally friendly and helpful staff. Our room was a corner suite on the 13th floor. It was quiet and very comfortable. Excellent access to many nearby restaurants and shops.

Nothing

When I arrived at the carpark on Sat afternoon, there is a barricade blocking the entrance. Had to reverse and it was raining. Made another round before could enter. Luckily it has been removed by then. Why place the barricade in the first place?

Location, decor and services were excellent. Great range of in-house services but better promotion and information sharing by Reception is needed. We were interested in the Mixology class but hadn't known about preregistration.

Reception staff was jaded and sullen on our arrival. Compared to other hotel chains, they seemed unhappy to be there - noting this observation applied to the afternoon and night teams. We had stayed in a hotel in Batu Pahat and another one in Singapore in the 2 weeks immediately prior to Sheraton Four Points and we felt the Reception service level (and general welcoming feel) is much better than Sheraton. We felt like Sheraton Reception had asked irrelevant questions (why ask us how many rooms we booked when they could have seen it on our booking once they take our passport) and then they sought to defend that question when queried. They also didn't come across as interested in the guests or wanting us to be there. We had a query for the Reservations team both before and after check-in, and neither of our query was addressed by the team. The lack of courtesy is baffling - given one of the query was urgent. We should mention that their cancellation policies were not listed in the policy section for this hotel on the Booking.com platform, and the answers given by Reservation conflicted with the minimal information shown for the hotel on the platform. Dining room service - the staff greeted staff more warmly and in a more friendly manner compared to Reception. Within the dining room however, it seems chaotic with no clear oversight by the manager (was there even a manager for the floor?) - unlike the other hotels where we can clearly see the manager managing traffic flow. The chefs are to be commended for the variety and tastiness of the food - special mention to the chef in charge of making roti canais. He stepped in at the noodle station when that chef was nowhere to be seen. Manager looking after the deck area near the pool seemed condescending and unfriendly (and was snapping his fingers at staff which isn't a good look for us guests watching his behaviour) - but the lower level staff are much better. They were polite and warm, which we appreciated.

Great location in Chinatown, clean and comfortable rooms, excellent views and friendly staff.

Not worth the price per night, slow lifts. Pool area cramped.