Review of DoubleTree By Hilton Kuala Lumpur 5*

We had our dinner there on the 23rd December, 2017 for 20 pax (15 adults and 5 children). Upon reaching Makan Kitchen I saw my daughter, her husband and her 4 children still standing and waiting. She was told there were 5 separate tables reserved for us. This was not our 1st year-end dinner at a hotel. We had even checked-in at away from home hotels to have this much anticipated family end of year dinner. We were denied sitting at one long table, though reservation was made far ahead in advance because we did not specify we had wanted to be seated together. Hello! Who in the world would book for 20 family members and sit separately? The hotel staff at the reception just turned a deaf ear when we requested to sit at a reserved area with empty seats which according to the hotel employee are on first come first serve basis. The seats were empty and 20 of us were already standing for nearly half an hour. My daughter who was hosting the dinner walked up to the counter and said that we would leave for another location if it was impossible for them to accommodate our request. Guess what? Within minutes they readied a room with a long table to accommodate all of us! When we asked how come there was a room when earlier they said it was fully booked. Their most illogical response 'reserved for walk-ins'. How could they jeopadice losing 20 confirmed diners to waiting for unsure walk-ins? Despite having the staff coming to the table with a can of cookies to apologise, towards the end of our dinner, I still feel I need to bring this to the attention of the hotel management. By the way the situation was handled, this definitely is not a 5-star hotel. I have seen better trained staff in 4-star hotels.