LUXE Infinitum KLCC by WSD

The service staff is exceptionally friendly and responsive. The location is convenient, close to attractions and amenities. Rooms are well-equipped with stunning pool views.

I was locked out of the room after I returned from supper around 12.40 am at night. The key card to the room worked for accessing the floor my room was on but no longer worked on the electronic lock of my room specifically after 12am. After several attempts of utilising the key card I recorded a video and sent it over Whatsapp to the property. I also made multiple calls all night and got security involved but nobody was able to assist on this. I sent one final video at 3 am showing my inability to enter the hotel after tapping all night before sleeping on the couch beside the pool on the 35th floor. At around 7.49am, their team finally responded to my Whatsapp messages apologizing but telling me they would only sent a maintenance team at 9 am despite me insisting they do it immediately. This is despite them telling me in their introductory Whatsapp message they provide emergency services after 12 in the event of being locked out. At around 8.50+ AM I decided to try my door once more before the maintenance team arrived and after the 3rd attempt of swiping the card on the door I managed to suddenly gain entry and was in the washroom when the maintenance individual arrived at around 9.05AM. He was fixing the door and changing the batteries when I stepped out of the washroom and showed him the footage of me attempting to enter all night. The keycard finally worked properly and consistently after he changed the batteries of the electronic locks to the room. When I was checking out of the hotel and returning the keys I complained to the employee on site around 11.45 am and showed him the video footage and he kept insisting I was attempting to enter the wrong room (A) when my room was room B. He was adamant until I showed him additional footage that I was in fact attempting to enter room B and he just smiled and shrugged after. That was the final straw for me with the level of dishonesty and them then attempting to portray me as having slept in the room all night despite my repeated footage and texts all night and morning with accompanying video footage. This is a total remorseless fabrication of the facts.

Need more and more improvements Room is late When you collect and go in Some people cleaning it Worst experience