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Reviews of The Gardens – A St. Giles Hotel & Residences

4.5 out of 5
The Gardens – A St. Giles Hotel & Residences
Mid Valley City, Lingkaran Syed Putra, Kuala Lumpur

Reviews

8.4

Very good

Rating 10 - Excellent. 246 out of 552 reviews" "
Rating 8 - Good. 223 out of 552 reviews" "
Rating 6 - Okay. 40 out of 552 reviews" "
Rating 4 - Poor. 32 out of 552 reviews" "
Rating 2 - Terrible. 11 out of 552 reviews" "

8.6/10

Cleanliness

8.6/10

Staff & service

8.4/10

Amenities

8.0/10

Property conditions & facilities

7.8/10

Eco-friendliness

Reviews

8/10 Good

Danielle

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
loved the gym and pool facilities, made my stay extra comfortable and enjoyable. the staff were also very helpful. i did not have the opportunity to try and of the dining options however with the hotel being inside the Gardens shopping mall there are soooo many options so close at hand.
Stayed 6 nights in Feb 2024
Response from The Management on 4 Mar 2024
Dear Danielle,Thank you for your positive rating and comments. We are glad to hear that you had enjoyable stay with us recently.Looking forward to welcoming you in the near future.Best regardsThe Management

8/10 Good

Carolyn

Liked: Cleanliness, staff & service
Good location
Stayed 1 night in Feb 2024
Response from The Management on 20 Feb 2024
Dear Carolyn,Thank you for your positive rating and comments on our good location.Looking forward to welcoming you in the near future.Best regardsThe Management

10/10 Excellent

Jeffrey Gin Nai

Liked: Cleanliness, staff & service, property conditions & facilities
Quiet and serene. Lack of good value taxi service. Aircon not strong at corridor and elevators
Stayed 3 nights in Jan 2024
Response from The Management on 30 Jan 2024
Dear Jeffrey Gin Nai,Thank you for your positive rating, we have taken note on your comments with regards to our aircon, and this has been shared with our team for review and improvement.Looking forward to welcoming you in the near future.Thank you and best regardsThe Management

8/10 Good

Carolyn

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Overall would recommend - had a good stay. Positives- Hotel is clean and quiet. Room is decent. Breakfast is good. Some improvement - facilities rather old eg. Some of the plugs in room were not working and shower hard to operate.
Stayed 1 night in Jan 2024
Response from The Management on 30 Jan 2024
Dear Carolyn,Thank you for sharing with us your recent stay experience. We sincerely thank you for your value constructive feedback, and please be informed the comments has been shared with our team for review and immediate improvement.Looking forward to welcoming you in the near future.Best regardsThe Management

10/10 Excellent

Audrey

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Wonderful room and bathroom space. Great service and location too. My 5th/6th time staying here. A favourite.
Stayed 13 nights in Dec 2023
Response from The Management on 16 Jan 2024
Dear Audrey,Thank you for your positive comments and rating. We are thrilled to hear that you had enjoyed your stay with us. Looking forward to welcoming on your next visits.Best regardsThe Management

10/10 Excellent

Mohamed Rayhan

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The mall was convient.. to shop n to dine in...
Stayed 2 nights in Dec 2023
Response from The Management on 16 Jan 2024
Dear Mohamed Rayhan,Thank you for your positive rating and comments. Looking forward to welcoming you on your next visit.Best regardsThe management

6/10 Okay

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Bad and Good Stay
Asked for 2 adults and 2 childern room but somehow the room they gave us was 2 twin beds. Otherwise the hotel was good and staff friendly, inside the mall so very convenient place to shop, eat and stay. No free parking for guests even.
Stayed 2 nights in Dec 2023
Response from The Management on 25 Dec 2023
Dear Guest, thank you for your constructive feedback, our sincere apologies that we were not able to meet your requirements during your recent stay with us. Best regardsThe Management

10/10 Excellent

CHEE KUN

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from The Management on 25 Dec 2023
Dear CHEE Kun,Thank you for your positive rating, looking forward to welcoming you in the near future.Best regardsThe Management

8/10 Good

Vincent

Liked: Cleanliness, staff & service, room comfort
Convenient location
Hotel need some upgrade and should provide advise for check-in guest parking direction.
Stayed 2 nights in Dec 2023
Response from The Management on 25 Dec 2023
Dear Vincent,Thank you for sharing your constructive feedback, and we had shared this with our department concern for review and improvement.Best regardsThe Management

10/10 Excellent

Catherine

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Enjoyed Malaysian Hospitality
We stayed 4 nights. Reception desk staff is perfect. Porter service is perfect. Aircon technician attended to us promptly after a phone call tru Operator.
Stayed 1 night in Dec 2023
Response from The Management on 12 Dec 2023
Dear Catherine,We are thrilled to hear from you on your recent stay experience with us. We are glad that our team had managed to meet your satisfaction.Looking forward to welcoming you in the near future.Best regardsThe Management

8/10 Good

Haridas

Liked: Cleanliness, staff & service
Stayed 2 nights in Dec 2023
Response from The Management on 25 Dec 2023
Dear Haridas,Thank you for your rating, looking forward to welcoming you in the near future.Best regardsThe Management

10/10 Excellent

Yasmin

Stayed 4 nights in Dec 2023
Response from The Management on 12 Dec 2023
Dear Yasmin, Thank you for your positive rating.Looking forward to welcoming you in the near future.Best regardsThe Management

8/10 Good

Nick

Business traveller
Liked: Cleanliness, staff & service, room comfort
Not so comfort for holiday stay.
The hotel location is great, services and comfort for business is good. Hotel very run down, old setting in room and lobby furniture. Carpet have moisture smell.
Stayed 3 nights in Dec 2023
Response from The Management on 12 Dec 2023
Dear Nick, Thank you for sharing your constructive feedback. We apologies for not able to meet your satisfaction during your recent stay with us on the hotel conditions, and please be rest assured our team take your comments seriously and will rectify for immediate improvement.At the same time, sincerely thank you for positive comments on our location, and services.Looking forward to welcoming you in the near future.Best regardsThe Management

8/10 Good

NICK

Stayed 3 nights in Dec 2023
Response from The Management on 12 Dec 2023
Dear Nick,Thank you for your rating.Looking forward to welcoming you in the near future.Best regardsThe Management

4/10 Poor

Mark

Business traveller
Disliked: Staff & service
I left my jacket in the room, tried calling them but it appears that they weren't interested in answering the phone
Stayed 3 nights in Dec 2023
Response from The Management on 7 Dec 2023
Dear Mr Mark,Thank you for your message, and our sincere apologies on the experience you had encountered as we were facing overwhelmed incoming calls. As we had communicated in the email, the jacket is now safe keeping in our lost & found department, and awaiting for your return to collect.Thank you The Management

10/10 Excellent

Poy

Stayed 4 nights in Nov 2023
Response from The Management on 25 Dec 2023
Dear Poy,Thank you for your positive rating, looking forward to welcoming you in the near future.Best regardsThe Management

10/10 Excellent

Patricia

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent for shopping and eating malls next door
My room does not come with breakfast but that’s not a problem as there are many good eateries in the connecting shopping malls. Very convenient location.
Stayed 2 nights in Nov 2023
Response from The Management on 20 Nov 2023
Dear Patricia,Thank you for your rating, and we are glad to hear that you indeed enjoyed the facilities surrounding.Looking forward to welcoming you in the near future.Best regardsThe Management

10/10 Excellent

Filson

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice location
Stayed 2 nights in Nov 2023
Response from The Management on 7 Nov 2023
Dear Filson, Thank you for your positive rating, we are glad to know that you had enjoyed your stay and likes our location.Hope to see you soon in the near future.Best regardsThe Management

8/10 Good

Haridas

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel was well-maintained and the service efficient.
Stayed 3 nights in Oct 2023
Response from The Management on 6 Nov 2023
Dear Haridas,Thank you for your sharing your positive experience during your recent stay with us.We hope to seeing you soon in the near future.Thank you The Management

8/10 Good

Verified traveller

Stayed 4 nights in Oct 2023
Response from The Management on 31 Oct 2023
Dear Guest, Thank you for your rating.Hope to see you soonThank you

8/10 Good

PEGGY

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Overall is good but there no Free Parking for hotel guests.
Stayed 2 nights in Oct 2023
Response from The Management on 31 Oct 2023
Dear Peggy, Thank you for your feedback, we have taken note on the comments on parking facilities, we wish to inform that the car park facilities is managed by The Gardens Mall, and the offered special flat rate for hotel guests.Thank you for your feedback once again.Best regards

8/10 Good

SUSANNA MI LING

Stayed 1 night in Sep 2023
Response from The Management on 31 Oct 2023
Dear Susanna,Thank you for your rating.Hope to see you in the near future.Best regards

8/10 Good

Lay khim

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The room is big & clean. The location is convenient as there is lots of shopping & train station is nearby.
Stayed 3 nights in Sep 2023
Response from Management on 2 Oct 2023
Thank you for taking time to share your review with us following your recent stay. Please do stay with us again soon should your travels bring you back to Kuala Lumpur.

10/10 Excellent

MOHAMMAD TAJUL ARIFFIN

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The service from the front team is excellent, polite and very helpful
Stayed 2 nights in Aug 2023
Response from Management on 1 Sept 2023
Thank you for making us your preferred hotel in the city. We look forward to welcoming you back in the not-too-distant future.

8/10 Good

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Very good hotel, very practical, very clean, friendly and pleasant staff. There were 3 of us staying in the room, so the twin bed was practical for our teenage daughter but too small for our couple. I definitely recommend.
Stayed 17 nights in Jul 2023
Response from Management on 31 Jul 2023
Thank you for making us your preferred hotel in the city. We look forward to welcoming you back in the not-too-distant future.

6/10 Okay

wee yin

Business traveller
Liked: Cleanliness, property conditions & facilities, room comfort
Stayed 2 nights in Jul 2023
Response from Management on 31 Jul 2023
Thank you for the feedback

6/10 Okay

Yoichi

Liked: Cleanliness
I felt the hotel was good until I encountered one technical issue and the attitude of a reception staff to this. Disappointed.
Stayed 2 nights in Jul 2023
Response from Management on 31 Jul 2023
Thank you for highlighting this issue, we sincerely regret to learn about your experience with technical difficulties during your stay. Despite your disappointment we hope you will return stay again.

4/10 Poor

CHEE KEONG

Travelled with family
Disliked: Cleanliness, property conditions & facilities
Stayed 3 nights in May 2023
Response from Management on 23 Jun 2023
Thank you for your feedback

6/10 Okay

Chung Ling

Business traveller
Liked: Room comfort
All good except the service levels at reception needs to improve
Stayed 3 nights in Jun 2023
Response from Management on 19 Jun 2023
Thank you for your feedback

10/10 Excellent

Hui Sing

Stayed 2 nights in Jun 2023
Response from Management on 19 Jun 2023
Thank you for your feedback

10/10 Excellent

Seng

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Every thing is good
Stayed 3 nights in Jun 2023
Response from Management on 7 Jun 2023
Thank you for your feedback

4/10 Poor

Kok Heng

Travelled with family
Disliked: Staff & service, property conditions & facilities, room comfort
Disappointing Stay
This was the 2nd time we stayed in the Gardens Hotel in 7 months. Our first stay last October was OK and so was the reason why we decided to stay again. I booked 3 rooms for 2 nights and have emailed the hotel requesting for family or adjacent rooms since we are travelling as a family and we have a 15 mths baby with us. The hotel did not bother to reply to my email. When I checked into the hotel, there was no arrangement for the 3 rooms to be together. But the check-in staff did managed to give us 2 rooms next to each other but 1 room had to be away but on the same floor. The door of my room was hard to open/close as it was jamming against the door frame. So every time we open & close, there were loud banging sound. And unfortunately the door of the room next to us is also the same and so everytime when they open/close the door, we have to bear with the banging and jamming sound which is very annoying. I believed our neighbour also felt the same when we open & close our door. The TV in our room was not working properly - see photo below showing the screen. My daughter's room was not cleaned on the 2nd day and garbage still remained in the dustbin. The bed was not made up and toilet not clean. We were all very disappointed as not only the service had gone down the maintenance had only gone down or poorly maintain.
Stayed 2 nights in May 2023
Response from Management on 7 Jun 2023
Thank you for sharing your valuable feedback for our knowledge. We sincerely apologize for this experience and would like to inform you that the hotel will soon undergo renovations in the near future. We hope to welcome you back for a better experience.

4/10 Poor

CHOONG TIN

Travelled with partner
Liked: Cleanliness
Disliked: Staff & service, property conditions & facilities
Room getting old and shower water flows very slow.
Stayed 2 nights in Apr 2023
Response from Management on 5 May 2023
Thank you for your feedback

6/10 Okay

Janet

Disliked: Cleanliness, property conditions & facilities, room comfort
Unpleasant Musty smell in room.
the first thing that hit me when we entered the room was the strong MUSTY smell in the room. It seemed like the room was not in use in a long while and hence not cleaned or aired recently. Our bed linens were not changed even though there were a few blood stain spots caused by a ruptured elbow blister. It would have been nice if the housekeeper had bothered to give us fresh linens instead.
Stayed 2 nights in Apr 2023
Response from Management on 5 May 2023
Thank you for your feedback. We are pleased to share that we will soon renovate the hotel and residences rooms to better serve you

4/10 Poor

Verified traveller

Travelled with family
Disliked: Cleanliness, property conditions & facilities, room comfort
Love the convenience of this hotel. However this hotel is a little run-down compared to when i stayed 5 years ago. Room has this musty smell.
Stayed 2 nights in Mar 2023
Response from Management on 5 May 2023
Thank you for your feedback. We are pleased to share that we will soon renovate the hotel and residences rooms to better serve you

2/10 Terrible

Natasha, Alpharetta

Travelled with family
Liked: Amenities
Disliked: Staff & service, property conditions & facilities
I enjoyed the convenience of the malls that were within walking distance. Hotel room itself was old and dated….needs some renovations. Internet was very poor/didn’t work, toilet was clogged, TV didn’t work most days. Overall, not worth it…I will not be returning ever.
Stayed 4 nights in Mar 2023
Response from Management on 5 May 2023
Thank you for your feedback. We are pleased to share that we will soon renovate the hotel and residences rooms to better serve you

8/10 Good

Shie Yew

Stayed 1 night in Feb 2023
Response from Management on 5 May 2023
Thank you for your feedback

10/10 Excellent

yen shan

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Mar 2023
Response from Management on 11 Jul 2023
Thank you for the positive feedback and we look forward to welcoming you back for another memorable stay

6/10 Okay

Stephen

Travelled with family
Liked: Staff & service
Disliked: Amenities, property conditions & facilities
Convenient
Stayed 1 night in Mar 2023
Response from Management on 11 Jul 2023
Thank you for the positive feedback

8/10 Good

Rong Chang

Stayed 3 nights in Feb 2023
Response from Management on 27 Jun 2023
Thank you for your feedback

10/10 Excellent

Chee Wai

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great place to stay to explore KL
Have stayed here umpteenth times - love it for the convenience! The property is well maintained over the years and I’ve noticed some room improvements here and there. Nicely thot out layout and furniture. Absolutely love the location esp with the connection to the LRT station!
Stayed 4 nights in Feb 2023
Response from Management on 11 Jul 2023
Thank you so much for the full rating. We hope to welcome you again

6/10 Okay

Christopher

Stayed 2 nights in Jan 2023
Response from Management on 11 Jul 2023
Thank you for the positive feedback

10/10 Excellent

Francis

Travelled with family
Liked: Cleanliness, staff & service
Excellent staff service !
Stayed 3 nights in Jan 2023
Response from Management on 29 Jan 2023
Thank you for the feedback

8/10 Good

Kin Hong

Stayed 4 nights in Jan 2023
Response from Management on 28 Jan 2023
Thank you for the feedback

10/10 Excellent

Dileep

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good for families
This is great for a family as it has two bedrooms and it is quite spacious. The concierge Sawinder was so helpful in getting us a van to the Airport.
Stayed 2 nights in Jan 2023
Response from Management on 28 Jan 2023
Thank you for the feedback

2/10 Terrible

Ali

Business traveller
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
I lost 200 dollars which was in my bag and in the room. They said i will get a safety deposit box but didnt. I didnt report this because theres no camera inside the room so even if i report noway to prove it
Response from Management on 28 Jan 2023
Thank you for the feedback.

8/10 Good

Verified traveller

Travelled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Great location but very dusty.
Our default apartment stay pre and post pandemic due to its location but sadly, the apartment was a lot dustier during our recent stay. We had to request housekeeping team to vacuum the place again and ended up feeding our kids Zyrtec to deal with the symptoms. Would be great if they could refurbish or at least change the sofa and carpets.
Stayed 3 nights in Dec 2022
Response from Management on 30 Dec 2022
Thank you for your feedback. We are pleased to inform you that we will soon renovate the hotel and residences to better serve you.

6/10 Okay

KEN

Travelled with group
Disliked: Cleanliness, property conditions & facilities
The good and the bad
The good - Hotel in a good part of town. Staff at the breakfast was hardworking and attentive, so was House-keeping. We loved them. The bad - check-in was done by a male staff who was chatting and laughing with his colleague while conducting our check-in. Room has an air quality issue - we suspect the dirty air-con and we both develop allergic reactions while in the room (not when we were outside). Affected the quality of our stay. Guy receiving guests at The Spread in the first morning not familiar with internal process and protocols, could not answer basic questions.
Stayed 5 nights in Dec 2022
Response from Management on 28 Dec 2022
Thank you Ken for highlighting your concerns. We sincerely apologize for the shortfalls you experienced at Front Office to the service at The Spread. We will address this matter internally with the respective department for further improvement.

8/10 Good

Derrick

Travelled with family
Liked: Cleanliness, staff & service, room comfort
The aging Gardens delivers value for money stays
Great stay at the Gardens. 3rd time there. Managed to get a lot despite the peak hour. Staff super friendly in helping me get to my rooms with early check in. Shopping and movies so convenient. Only issue is the pool is freezing cold with the water and that the pool and deck area probably needs to be renovated. Rooms very comfy. But the tv channels are limited and would benefit from internet tv. Overall a very good stay.
Stayed 4 nights in Dec 2022
Response from Management on 20 Dec 2022
Thank you Derrick for the great review. We hope to see you again

2/10 Terrible

Yuen Teen

Disliked: Staff & service, property conditions & facilities, room comfort
Terrible experience
This property has got worse each time we stayed, so this will likely be the last time. We were staying at Hilton KL which was about the same price but so much better in every way. After checking out of Hilton, we had to stay another day due to emergency and wanted to be near mid-valley. They double charged me after saying they haven’t received payment when I checked in - staff asked if I want to pay for my stay upfront in cash or card. Then the card payment went through. If I didn’t check my credit card and just left, I may not even know. The wifi did not work at all. And the TV channels were so limited and reception was terrible. Can’t imagine paying RM500 for one night here when I can pay the same and get Hilton, JW Marriott etc.
Stayed 1 night in Nov 2022
Response from Management on 6 Dec 2022
We thank you for sharing your feedback. We sincere apologize for this experience and are taking measures to make sure that the matters are being rectified for improvement.