Village Hotel Katong by Far East Hospitality in Singapore

My stay at Hilton Kuala Lumpur Sentral was extremely disappointing from start to finish.

At check-in, we were served by a staff member named Fayan. I politely asked about extending our checkout time because our flight was late that evening and we were willing to pay for a late checkout. He told us the hotel was fully overbooked and that he could only allow checkout until 1pm, adding that he “usually only gives until 12.30 noon” and then bluntly said, “So choose.” I was shocked by the tone and attitude. As a paying guest standing at the counter, I did not expect to be spoken to in such a dismissive way. It felt rude and unprofessional.

The problems continued when we entered the room. When I used the toilet, a pipe suddenly burst water outward and sprayed me. One side of my clothes was completely wet. I immediately called the operator for assistance. Despite repeated follow-ups, it took over an hour and the issue was still not properly resolved. I took photos and videos with timestamps because I could not believe the poor maintenance and slow response. For a supposedly premium hotel, this standard is unacceptable.

I later spoke to another operator, Afiqa, to explain how terrible the situation had been. She simply said “sorry” and hung up very quickly before I even finished speaking. That felt extremely rude and dismissive, as if my complaint did not matter.

Ironically, the next day I returned to the front desk, avoided Fayan, and was able to pay for a late checkout extension without issue. This directly contradicted what I had been told earlier and made the previous interaction even more frustrating.

Overall, this was a terrible experience: poor service, poor maintenance, and staff who lacked professionalism. I do not recommend staying at Hilton Kuala Lumpur Sentral and will never book this hotel again.