The lobby is stunning, and the restaurants and amenities are what you would expect from a 5-star hotel. The Chinese restaurant, in particular, was outstanding.
Unfortunately, the positives ended there. The rooms are small, basic, and dated, with an empty fridge and a musky smell throughout. They are in need of a refresh.
The spa was average. I booked a couples massage—my therapist was excellent, very skilled in reflexology, and friendly. However, my wife’s experience was disappointing: her therapist used gloves, the room was cold, and the treatment was poor. While the hotel did refund her massage, the experience left us let down.
Check-out was also a low point. The staff member assisting us was unfriendly, barely spoke, and did not even ask about our stay, despite not being busy.
Overall, apart from the dining, the experience did not meet 5-star standards, and I would not stay at Shangri-La Kuala Lumpur again.