The RuMa Hotel and Residences in Kuala Lumpur, 1 Michelin Key?

Ruma Hotel and Residences

7, Jalan Kia Peng,

Kuala Lumpur, 50450 Kuala Lumpur,

Wilayah Persekutuan

Kuala Lumpur, Malaysia

The RuMa hotel, nestled just off Jalan Kia Peng in KL's golden triangle has gotten plenty of social media attention in recent days. Currently holding one Michelin Key, it is a hotel that is very instagrammable.

Entrance to RuMa

First impressions and service? Unfortunately, our check in experience did not set the right tone. Though the staff asked us to wait in the lobby lounge, what followed was a rather awkward scene, the team was unable to find our reservation, furniture was being rearranged where we were sitting, with our personal items shifted without notice. There was also little communication about our booking entitlements via Mastercard Concierge - perks such as early check in, late check out of even complimentary massages which we were entitled too were not explained. Even standard check out timings were unclear until the final morning. For a one Michelin Key property, this lack of communication stood out. It continued through our stay. Our room was not ready and we were happy to go into town for a walk and a meal and the hotel staff confirmed that they would text us once our room was ready, but 2pm passed, 3pm passed and 4 pm passed and we did not receive any communication from the hotel team. Let's say our first impressions were off to a rough start.

On a brighter note, most of the service team we encountered were genuinely warm and welcoming, particularly at breakfast and housekeeping. This remained consistent through our stay. Particularly on one of the mornings where we had an early appointment and didn't have time to make it to breakfast. The breakfast staff was kind enough to pack a box of croissants and pastries for us to take on the road.

Corner Room

We were upgraded from a Deluxe King Bed (~230 SGD) to a Corner Studio (~285 SGD), for a total upgrade value of 55 SGD. In terms of the room itself, it was a small size upgrade from 43 sqm to 45 sqm. Whilst the Corner Studio is meant to have a city view, RuMa is not a huge skyscraper, so it is not expected that we get spectacular views of KL city. Regardless, the Corner Studio was comfortable and generously sized. The decor remains modern with rich earthy tones and dark wood, but subtle signs of wear and tear were noticeable. Including a stain on the bedsheet - not what I would expect at a One Michelin Key hotel.

Turndown service included a thoughtful Fern branded pouch, and the mini bar, entirely complimentary with refills, which was a pleasant touch. Amenities were from Balmain and the water pressure was excellent. The overall room comfort was solid.

Massage at the Spa

The gym and pool are on the smaller side but thoughtfully designed, offering a relaxing poolside lounging deck. There is no sauna or dedicated spa facility which is offered to staying guests, which is surprising. We did utilise our free 50 min aromatherapy massage. While I had an excellent massage, my partner had a subpar one. Not a big deal considering it was complimentary, however, I would be disappointed at a 750 MYR charge should my massage not be excellent at this price point.

Breakfast was served at Atas restaurant which left a strong impression. There was a wide variety of local and western dishes, that was beautifully presented and also delicious.

Overall, RuMa is a beautiful hotel and I would say it is one of the more aesthetically captivating hotels in KL. Yet, the inconsistencies in service delivery, unclear communication and facility limitation left us desiring much more. Perhaps it is the One Michelin Key status throwing us off, but if you want to loudly shout your accolade, you need to make sure you live up to it too. Apart from the minor little things that kept nagging us, poor communication, stained sheets, worn furniture, we left being hit with additional taxes for the free massage. Another miscommunication which hit the nail in the coffin. After our spa treatment, we were asked to sign the actual slip where the 0 MYR value receipt was presented due to the massage being complimentary but at check out we were hit with a 75 MYR tax charge. At that point, I was just over RuMa and their consistent poor communication. It would have been perfectly fine to have been upfront about costs and information, but just slapping it on at the point of check out, was not appreciated. There are other hotels in KL that I would much prefer staying at.