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FAQ

• How many stars is the hotel?
• 4 Stars

• How do I make direct contact with the hotel?
• You may email, call or fax to the hotel,
  enquiry@citrushotelkl.com
  Tel: +603 91959999
  Fax: +603 91959988

• If I make an online booking, will I be offered a 'best rate'?
• Online bookings generally offer the 'best available rates' for that date and time.

• What types of room are available and what are the differences between room types?
• 
  There are 3 room types available:
  
  The Standard Room are located on the 6th floor of the hotel with the choice of twin, queen and king sized bed equipped with modern amenities, personal safe, coffee and tea making facilities, toiletries, air-conditioner, 21" TV, and satellite channels. Rates are inclusive breakfast and local newspaper.
  
  The Executive Room with a choice of twin or king-sized beds is fully furnished in modern and chic colors and design. The rooms offer complete privacy with a separate living room and are fitted with modern facilities adding that special touch. The rooms include complimentary WiFi Internet, air conditioner, coffee/tea making facilities, daily newspaper and in-room safe.
  
  The Club Rooms are located on the 8th, 9th and 10th floors of the hotel, select Club Floor rooms provide a magnificent view of the Petronas Twin Towers. Rooms are brightly coloured, minimalist and contemporary in style, featuring the latest modern amenities which include a wall-mounted LCD TV, DVD player, free WiFi Internet access, electronic safe, a built-in multi purpose adaptor, hairdryer, deluxe bathroom amenities and exclusive use of the Club Lounge and its facilities and services. Club Floor rooms are start at 25sqm.

• Are your hotel rates per person or per room?
• Hotel rates are per room based on a maximum occupancy of two.

• Are my credit card details necessary when making a reservation?
• Yes, to guarantee the reservation

• Will my credit card be charged?
• We may block an amount on the credit card, equivalent to 1 night’s room charge to guarantee payment but this block will be automatically released in two weeks if not redeemed. Furthermore, we do not charge without proper authorisation from the guest. However, select packages may require full-prepayment at the time of booking but this will be made known at the time of making the reservation. Guests can choose to settle the bill in cash or credit card at the time of check-out.

• How safe are credit card details that are submitted online?
• Our hotel uses SSL secure encryption to ensure that all your personal information and credit card details are kept confidential. The security of information is very important for us.
  For added security, guests are requested to present the credit card used in the online booking/purchase of accommodation together with personal identification (ID card or passport) upon check-in.
  Should you not wish to submit your credit card information online, we are pleased to accept reservations via fax or phone. However, credit card information will still be required to guarantee the reservation.

• What is your cancellation policy?
• In the event of a cancellation or no-show, the following will apply:
  • For stays of 1 to 7 nights If the property is not informed 24-hours or more prior to date of arrival, a charge of one (1) room night’s accommodation will be levied on the credit card used to guarantee the reservation.
  • For stays of 8 to 14 nights If the property is not informed 24-hours or more prior to date of arrival, a charge of two (2) room nights accommodation will be levied on the credit card used to guarantee the reservation.
  • For stays of 15 to 21 nights If the property is not informed 24-hours or more prior to date of arrival, a charge of three (3) room nights accommodation will be levied on the credit card used to guarantee the reservation.
  • For stays of 22 nights and more If the property is not informed 72-hours or more prior to date of arrival, a charge of five (5) room nights accommodation will be levied on the credit card used to guarantee the reservation.
  
  Kindly contact us in advance for cancellations or changes, in order to avoid the cancellation charge, at enquiry@citrushotelkl.com

• Do you have pets' policy?
• Regrettably, pets are not allowed

• What is your check-in and check-out time?
• Check-in time is 2:00 pm
  Check-out time is 12:00 noon

• Is it possible to check-in earlier?
• Early check-in is subject to room availability.

• What is the charge for late check-out?
• Late check-out is subject to room availability and the charges are as follows:
  Check out before 6.00 pm: 50% charge (based on overnight rate)
  Check out after 6.00 pm: Full overnight rate

• Do you have non-smoking rooms?
• Yes, there are non-smoking rooms located on the 7th,8th ,9th and 10 th floor of the hotel.They are on request and subject to availability

• Do you have twin, triple and quadruple rooms?
• Our rooms are combinations of twin bedded and king size.Rooms can be converted to a triple by placing an extra bed.Regretfully quadruples are notavailable.

• What is the cost of an extra bed?
• An extra bed is RM 50.00 with breakfast.

• What is the hotel’s policy regarding children?
• The following applies:
  • There is no charge for children below the age of 12 years sharing a room with parent(s) on existing bedding.
  • If an extra bed is required, regardless of age, an extra bed charge will be incurred
  • Children 12 years and above are charged the full adult breakfast price of MYR 20.00
  • Children between the ages of 5 and 11 years are charged a rate of MYR 10.00 per child/breakfast
  • Children 4 years and below eat breakfast for free

• Does the hotel provide baby-sitting services?
• Yes, baby-sitting services can be provided but requests must be placed at least a day in advance.The cost is RM 20.00 per hour.

• Are baby cots available?
• Yes, baby cots are available upon request.

• Where is the breakfast served and at what time?
• Breakfast is served at the Citrus Cafe which is located on the ground floor, from 6.30am to 10.30am.

• How many restaurants do you have and what are they?
• We have one restaurant, Citrus Cafe and opens from 6.30am till 11.00pm

• Is vegetarian food available in the restaurant?
• Yes, vegetarian cuisine is available on request.

• Is the food served in the restaurant halal?
• All food items served are HALAL.

• Do you have 24 hours room service?
• No, our room service is open from 7:00 am until 10:30 pm

General Hotel Information

• What is the length, width and depth of your pool?
• In meters: 20 (1) x 9(w) x 1.5.2.5 (d)

• Do you have hairdryers in the rooms?
• Yes, in all rooms.

• Does the property provide iron and ironing boards in all rooms?
• Ironing facilities are obtainable upon request.

• How far is the hotel from the airport and do you provide airport transfers? And if so, what is the cost?
• The property is a 50 minute drive from Kuala Lumpur International Airport. Airport transfers are provided upon request at RM 150.00 per way for a car.

• How much is an airport taxi or limousine?
• An airport taxi is approximately RM 80.00 per way including toll charges. An airport limousine is approximately RM 150.00 per way.

• Can luggage be store at the property whilst I travel elsewhere?
• Yes, for a maximum of 30 days.

• What is the weather like at the different times of the year?
• Malaysia's weather is generally fair throughout the year. Monsoon starts mid October and ends early December. It is sunny during mid-year and inter season usually starts beginning of the year.

• Is the tap water safe to drink?
• Tap water in Malaysia is safe but not advisable for consumption. Complimentary bottled water is supplied to your rooms daily.

• Is there a doctor on call?
• Yes, for minor illnesses. 24 hours on call service is avilable

• How far is the nearest hospital?
• The nearest hospital is Kuala Lumpur General Hospital and it takes less than 15minutes drive. There are 3 well known private specialist centres located within 5km radius of the Hotel

• Where is the nearest bank or currency exchange?
• The nearest bank is the CIMB and Public Bank which is located only 5 minutes walk away from the hotel.

• What time do banks open?
• 8.30 am – 4.30 pm, Monday to Friday. (except weekend and Public Holidays)

• What voltage is used in Malaysia?
• The voltage in Malaysia is 220-240 volts

Business traveller

• Can I connect my laptop in the room?
• Yes, you can connect via the complimentary WiFi internet for Standard Rooms, Executive Rooms, Club Rooms and Executive Suites.

• What kind of internet connection do you provide and what is the cost?
• For guests who make bookings through the hotel’s own website internet connection is complimentary.

• Are dual telephone sockets available in the rooms?
• Sorry not avialble

• What is the hourly/daily rate for limousine service?
• Limousine service rates are as follows:
  Daily rate of RM 450.00 (maximum of 10 hours within the Kuala Lumpur city)
  Hourly rate of RM 50.00 (minimum of 2 hours within Kuala Lumpur city)

• Are secretarial and other business services such as translation available?
• Yes, such services are available, however, a request must be made.

Shopping and Tourist Facilities

• How far is the property from the Skytrain and MRT?
• The Sultan Ismail LRT (Light Rail Transit) Station is just 5 minutes' walk down the road.

• Are the shopping centers nearby?
• The Maju Junction, Tuanku Abdul Rahman and SOGO shopping centres are about 15minutes walk from the hotel. For good bargains and street shopping, adjacent Chow Kit market offers a wide range of bazaars and wholesale dealers.

• How far is the property from well-known entertainment sports?
• Jalan Sultan Ismail, KLCC and Bangsar entertainment centres are approx. 10minutes drive from the hotel. The new chic Mont Kiara entertainment centre is just 20minutes drive

• Do you have a tour desk?
• No, however, our concierge staff will be more than happy to assist.

• What and where are local tourist attractions?
• Tourist attractions are located in various parts of the city and its sub-urbs, please feel free to contact the Concierge for more information.

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