DoubleTree by Hilton Shah Alam I-City

I am writing to formally express my deep disappointment regarding the incident that occurred during our stay at DoubleTree by Hilton, Shah Alam, on January 30, 2025. Unfortunately, what was meant to be a short vacation was severely impacted by an unsafe condition in the hotel room, specifically the bathroom glass door, which resulted in injuries to my family. At approximately 10:00 PM, upon returning from our visit to i-City, my husband merely touched the bathroom door when it suddenly collapsed on him, striking his head before shattering into pieces. As a result, he sustained injuries to his head, leg, and hand, which began bleeding. My elder son, who was standing behind him, got injured to his toenail, while my youngest son sustained a cut on his foot due to the broken glasses What added to our distress was the lack of an immediate and effective response from the hotel staff. The management appeared unprepared to handle such emergencies, with no trained personnel to administer first aid or a clear protocol in place. I had to personally request assistance for transportation to the nearest hospital, and even then, no staff member voluntarily accompanied us until I insisted. Upon arriving at the hospital, we were further disappointed to learn that the hotel was unwilling to cover the medical expenses upfront. I was required to pay the bill myself and was informed that any reimbursement would only be possible through an insurance claim, with no immediate resolution or support from the hotel. Additionally, despite the disruption to our stay and the time lost in dealing with the situation, no compensation was offered. When I requested an extra night's stay to recover from the ordeal, I was informed that I would need to pay for it myself. This experience has left us deeply unsettled and emotionally distressed. My children now feel that DoubleTree by Hilton is unsafe, and we are extremely disappointed by the management’s lack of accountability and customer care. Despite meeting with the General Manager, HR Manager, and Room Service Manager, there has been no further resolution. As a reputable establishment under the Hilton brand, we expected a higher standard of safety, responsibility, and guest support—expectations that, regrettably, they were not met in this instance. I urge the management to review this matter seriously and take appropriate action to ensure such incidents do not occur in the future. Additionally, I request fair compensation for the distress and inconvenience due to the hotel's negligence.

We love to stay here. Just nereby central icity and icity. We love so much your chocolate cakes and walnut cookies. Nice view!

Clean and comfortable. Big bathroom except additional wall hooks could be installed as currently there is only one wall hook. Finding it hard to hang two or more towels. Love the twin beds. A good spread of buffet breakfast. Location of hotel is walking less than five minutes to central city shopping mall and across is the i city theme park. Great service by hotel staffs. The cookies as welcome gift is a great hospitality touch.

experienced breakfast at same price at another hotel, Hilton totally win it. recommended.

I enjoy staying at Double Tree bit far from Kul city tend to be less busy. I have stayed here several times with park view room and enjoy the I city theme park and Central I City malll 100m away from the hotel. Blue mosque was visible from my room and most of thel pic is right next to the hotel within walking distance. I drove to Setia Mall 15min away from the hotel was a nice visit. I city Mall has plenty eating options and shopping experience and I find sports direct here slightly cheaper than other outlets. I recommend this hotel.

Room is great and location is next to shopping mall. Service is good and always provide a warm welcome cookie. Thumbs up!