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“Comfortable, good service”

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Sheraton Petaling Jaya Hotel
Ranked #12 of 50 Hotels in Petaling Jaya
Reviewed 3 December 2017

Decided to try this new hotel for a night before moving to the Le Meridien KL (LMKL). Whilst this is a very comfortable hotel with decent amenities, unless significantly cheaper I would still go with the LMKL. On the plus side is there is a kids club at the sheraton and the room had a bath tub which LMKL does not have as standard. Otherwise, LMKL has better beds, toiletries, pool and buffet breakfast.

  • Stayed: November 2017, travelled with family
    • Value
    • Rooms
    • Service
Thank nwk84
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonPJH, General Manager at Sheraton Petaling Jaya Hotel, responded to this reviewResponded 5 December 2017

Happy to read that you had a nice & comfortable stay with us nwk84.

Thank you for sharing and we look forward to welcoming you back for another visit soon!

Sincerely,


Christopher Moore
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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37 - 41 of 57 reviews

Reviewed 30 November 2017

check in time was stated 3pm, arrived at 330pm but room still not ready. was supposed to attend a conference booked by a company and the hotel did give me a call a day earlier on my arrival time in which i stated 2pm however due to unavoidable circumstances i arrived late, and yet room still not ready. was given a low level room 5th level which i did requested to be changed later after the end of my conference at about 630pm, and also had to wait for another 15-20 minutes for them to check if another room at 13th floor can be used. front desk need further training on how to keep guests happy, if u cant give a room on time, i expect better rooms and yet was disappointed.
2nd incident, the company organising the conference had made arrangement for buffet dinner at the restaurant, we went a lil bit later at about 730pm and was denied entry and the reason given was 'the company only booked for 50pax and it's all taken up'.. so? that is not a solution given to me and i was left standing there for a few minutes, trying to get hold of the company rep and fortunately later another person came in which i presume is the person in charge of the buffet area, and i was really upset telling him that you could have at least assist me in contacting the company rep to confirm about the dinner rather than just stopped me from entering when im wearing the company tag, it's just so unprofessional of the hotel team. i have expected much more from Sheraton but your hotel staff need LOTS of TRAINING! you dont just leave ur guest standing there without assisting them! fortunately the person in charge was told by the company rep to allow other participants to continue dining there and we managed to get a seat.

buffet dinner on a saturday night was disappointing again. food was not refilled. there was a big crowd and the staff were clearly unable to cope with it making it an unpleasant dining experience. was glad that at least one of the waiting staff apologised for the lack of staff, the rest however was just tired and not engaging.

buffet breakfast service next day was much better, food was refilled, staff were friendly.
facilities, didnt managed to use it but looks great. room new, comfy, great air cond, bathroom great. bath tub was good but there were stains on it ?chipped off layer on top of the bath tub.

conference facilities good but air conditioning was too cold considering the fact that it was raining heavily the whole day

overall, there were hit and misses with the staff, some were pleasant while others just couldnt be bothered to serve or assist you, quite disappointed with some of the front desk and buffet restaurant staff, but some of the restaurant staff were pleasant and helpful.

having stayed in various hotels including a few of Starwood group, i expected better service but it really did fall short. food was just average as well. so much potential but it wasnt well executed. just be ready to be disappointed

  • Stayed: November 2017, travelled on business
    • Location
    • Cleanliness
    • Service
2  Thank mg8485
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonPJH, General Manager at Sheraton Petaling Jaya Hotel, responded to this reviewResponded 2 December 2017

Dear mg8485,

Thank you for staying with us and posting this long and thorough review.

Having gone through your comments, I extend my sincere apology that the hotel team fell short in meeting your expectations. I personally discussed with the front office and housekeeping team about your check in experience and they highlighted that the hotel was running a high occupancy that particular day, thus the slight delay in getting your room accorded on check in and again during the room change to a higher floor. The front office manager was apologetic.

Regarding the dining experience, I also spoke with the restaurant manager to better understand the confusion and disappointment incurred. He shared with me similar to as you've explained, that the event organizer requested a reservation for 50 persons which actually turned out to be more than requested. As the restaurant was quite full, the seating was limited. He too apologized on behalf of his team that you had to wait and also about the food replenishment speed. He highlighted that he and the chef have improvement steps in place to ensure the refill process happens timely and consistently.

mg8485, your comments are very helpful to us in letting us know where we did well and where we need to improve. I do thank you once again for sharing your experiences with us and look forward to welcoming you back to the Sheraton Petaling Jaya Hotel again.

Sincerely,

CHRISTOPHER MOORE
General Manager

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Reviewed 28 November 2017

Our company had a casual buffet lunch at Feast. The food was not bad, dessert was aplenty and nice. But what is most disappointing was that there was no beverage for the buffet. I am not sure whether is it because it's under promotion period that they decided to cut the budget for the beverage or there really is none. Nevertheless, it is still unacceptable for a 5-star hotel hosting buffet in their restaurant. Everyone was dismayed by the fact that there was no coffee for a supposedly high-class restaurant.

P/S: Adding oysters to your buffet lunch variety would definitely make your customers happier.

  • Stayed: November 2017, travelled on business
    • Value
    • Location
    • Service
1  Thank Ang H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonPJH, General Manager at Sheraton Petaling Jaya Hotel, responded to this reviewResponded 1 December 2017

Dear Ang H,

Thank you for sharing your feedback on TripAdvisor regarding your most recent dining experience at the Feast Restaurant.

We apologize for your disappointment that the extensive buffet spread did not include beverages in the very special promotional price. Feast restaurant offers a great ‘value for money’ buffet focusing on a large variety of food choices for our guests to enjoy. As we have opted to keep the buffet price very attractive, guests have the option to order additional beverages ‘a la carte’.

Also take note that the dinner buffet features freshly shucked oysters as part of the buffet spread – please visit us for dinner to enjoy!


Regards,

Christopher Moore
General Manager

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Reviewed 28 November 2017

25 Nov, the first day of school holiday in Malaysia. Arrived around 1pm for a express and smooth check in. Stayed 15th floor. Good recognition for SPG Gold Member. Staff was good, courteous and friendly. Room was great, new and elegant. Big bathroom and bath tub (thumb up). Water pressure, hot water and amenities was good too. Got evening turn down service with fresh fruits offered (when I was out for function). I like this very much!

Breakfast was a bit disappointed. Staff lack of training. Nobody come and ask for coffee or tea. Refilling was slow and have to wait for long time. Good selection of foods but limited quantity. Overall was average and a lot of improvement need to be done.

Pool and gym was good with stunning view. Checking out settled in less than 10 minutes. Overall was a pleasant stay for me. I will come back again for this great hotel.

  • Stayed: November 2017, travelled as a couple
    • Location
    • Cleanliness
    • Service
2  Thank sam6455
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 26 November 2017 via mobile

I usually go for Starwood Preferred Guest (SPG) hotels when there is one and was glad to see a new Sheraton at PJ area. Room was clean due to being new but service was completely not meeting a Sheraton expectation. Asked for any privilege for SPG member during check-in but was informed no and given 11th floor. Then at the elevator it was stated SPG member gets 14th floor onwards!!!

Went to The Link for supper at 9-10pm and the waitress kept looking at us while tidying up implying that we should leave soon. As soon as we stood up to leave, she switched off the lights! I thought was too rude and should be trained to properly inform guests about the operating hours and that you are closing soon at what time! OMG, really unacceptable.

The next morning breakfast at the Feast! Spread is just average. Waiter was not polite. Had to ask for 2-3 times to have my cutlery served. Think they should be trained to still put smile on face during busy breakfast hour - it is expected to be busy for a Sheraton hotel!!!

Room was clean due to being new. But hot water pump wasn’t working. Technician fixed it that night but the next morning the water again wasn’t that hot (better than the night before).

Mall next to it is not open yet. So very limited entertainment at night. If only recommend for business travellers though.

Overall, there is Sheraton like comfort in the room but in terms of service, worst Sheraton experience ever! Still a lot of room for improvement!

Stayed: November 2017, travelled on business
2  Thank Calvin L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonPJH, General Manager at Sheraton Petaling Jaya Hotel, responded to this reviewResponded 28 November 2017

Dear Calvin L,

Thank you for sharing your review during your recent stay with us.

From your recent feedback, I am disappointed to learn that we fell short of your expectations especially on the hot water as well as the services. Rest assured, we are taking steps to help ensure problems of this nature do not occur in the future.

Thank you again for sharing and we hope to serve you again whenever your travels bring you back to Petaling Jaya.


Sincerely,

Christopher Moore
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Sheraton Petaling Jaya Hotel

Address: Jalan Utara C, Petaling Jaya 46200, Malaysia
Region: Malaysia > Selangor > Petaling District > Petaling Jaya
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #12 of 50 Hotels in Petaling Jaya
Price Range: ₹ 5,091 - ₹ 7,903 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Sheraton Petaling Jaya Hotel 4.5*
Number of rooms: 253
Official Description (provided by the hotel):
Located in the satellite city of Petaling Jaya (fondly referred to as ‘PJ’ to local residents) and just 10 kilometers west of Malaysia’s capital city of Kuala Lumpur, Sheraton Petaling Jaya Hotel is accessible from Federal Highway, the main arterial road linking PJ and Kuala Lumpur. ... more   less 
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