On arrival, reception area looked fabulous and we were given a warm welcome, drinks, cold flannels by lovely staff.
Checked in at a comfortable table with seating and told our two interconnecting rooms had been upgraded - not convinced that we were actually given an upgrade though as the hotels own website says they were the same size as we’d originally booked (very confusing but we didn’t query it).
We were escorted to our room which seemed a long walk from everything but once you’d gotten your head around the hotel layout, it really wasn’t (rooms 1212 and 1214). Having left the lovely reception, the walk to our rooms led us via tired corridors with stained carpets - not what you’d expect from a 5star resort.
Rooms were spacious and light with everything you could need. Our kids (17 and 12) had twin double beds which they were thrilled with, whilst we had a king size. Rooms were nicely decorated and bathrooms were ok. We booked superior patio rooms but ended up with superior garden view (as I said, not sure what this all about or how we ‘benefited’??). View was of garden and side of the restaurant area in the distance. Couldn’t see pools or ocean but that was ok. Was rather surprised at poor state of patio furniture which was plastic rattan and all frayed!! This caught our clothing and was rather uncomfortable without a towel over it. Not five star!!!
Breakfast was included in our stay - this was ok except the people at the egg station can’t cook poached eggs (fried per taste are hit and miss too) 😂😂. Limited cereals available, variety of cooked food (obviously no pork products), fruits, Malaysian breakfast, bread and pastries....no oat porridge???
Staff around the hotel always greet you and are very friendly.
Pools all looked nice - most visually attractive being the rock pool. Sadly, all three pools are in need of some repair which although minor would make such a difference. Plastic rattan sunbeds were found to be frayed and looked rather worse for wear. Again, not crucial but not five star.
Pool area sun beds were equipped with staff buttons to call for drinks etc. Response times were very slow and orders not always correct. On one occasion I actually went to Tides to chase up our order and was told I needed to find one of the staff outside as he (guy behind the bar blowing up balloons??), couldn’t help me - all I wanted was a jug of milk for my coffee!
Pool snacks were excellent and plentiful! Calamari to die for and we also had a lovely selection of small bites - chicken and beef satay, bbq Chicken tenders and fries - delicious but agonisingly slow to arrive. Really delicious though.
Ate at hotel international buffet once - not blown away by it, though it was ok. No atmosphere and nights here do end early.
Enjoyed room service on our last day - this was delicious and very speedy. We ordered simple burger and fries to set us up for the journey ahead.
My daughter had her 12th birthday whilst we were at the Westin and the hotel left her a cake a day early and with the wrong name but it was very generous of them all the same. Realising their mistake, a second cake was send the next day with her right name on it 😂👍
We had an issue with an item of clothing (nightwear) missing from our room - I’m certain this was gathered up accidentally when the beds were changed. We didn’t make a huge fuss but did report it and were very upset to return early to our room one night to find two women searching our room for it (drawers, wardrobes and possibly my beach bag but can’t be certain of the last bit). We complained to management about this who did ask to meet us to apologise but we had little time left of our holiday to waste on pointless conversations that wouldn’t have changed how upset we were by it.
Entertainment in the bar seems to be three lovely ladies (6 nights out of 7), who can really sing well and know a huge catalogue of songs. They really are good and lovely ladies but it’s a little samey.......
In all, hotel could do with some housekeeping, replacing some furniture on patios, carpets and rugs, additional entertainment would be great and of course - egg station training 😂😂😂
We spent most of our days and several of our nights at the Westin’s sister hotel, the St Regis - now that IS 5 star!!!! (It is higher in price but worth it in our opinion and if we’d realised the difference, we’d have booked there instead). No comparison - see my separate review.
Location was ok although we didn’t venture out of the hotel (and it’s sister hotel) very often, having spent three very busy days in KL.
We did have a lovely time here (mainly thanks to St Regis) but would be delighted to see some simple improvements made at The Westin Langkawi 😎