Frequently Asked Questions
Here, you will find all the frequently asked questions on Imperial Lexis Kuala Lumpur. Whether it’s to inquire about room upgrades, stay packages, airport transportation, operation hours, or property policies, you’ll find the information you need to ensure a seamless and memorable stay with us.
- How do I know if my reservation is confirmed?
A reservation confirmation email with a booking confirmation number will be sent to the registered email once the booking is confirmed. In certain cases, such as during high occupancy or peak periods, a booking confirmation number will be delivered over the phone, followed by an email at a later date. Booking confirmation is only valid subject to payment being received by the property within 24 hours. Otherwise, booking will be released without prior notification after 24 hours.
- Why is the property not bookable although the calendar is not crossed?
On some days, especially on high frequented and festive dates (Christmas, Hari Raya, Chinese New Year etc.), it may happen that the property has to be booked with a minimum length of stay. Some special rates and packages also require a minimum stay. In these cases, please try different arrival or departure dates or contact the property directly.
- Where can I see the booking conditions?
The booking conditions will be shown in the booking process under every rate. You will also find them in your booking confirmation email.
- Why did I not receive a booking confirmation?
In very rare cases, it may happen that you do not receive a booking confirmation due to technical issues, although you preceded the booking until the end and the amount has been reserved on your credit card. In this case, please contact our Reservations team here, who will retrieve your booking and re-send the booking confirmation.
- Can I cancel only certain parts of my reservation (for example one of the two booked rooms)?
If you wish to cancel a part of your reservation, please contact the property directly. Cancellation charges may apply, subject to our cancellation policy.
- What are promotion codes and how to use them?
A promotion code is a special key that allows guests to access confidential rates. To use it, simply go to “Book Now" section in the Imperial Lexis Kuala Lumpur website and input the promotion code directly under the “Add Code" box.
- What happens if my plans change and I forget to change or cancel my reservation?
Unfortunately, if you fail to cancel your reservation, you will be charged a minimum of one night’s room charge and tax, billed to the credit card supplied during the reservation process. As indicated in our Terms & Conditions, a penalty charge will be imposed in the event of no-shows. Cancellation policies are displayed during the reservation confirmation process and are also listed in the booking confirmation email you receive upon confirming your reservation.
- What are your cancellation policies?
Should there be a change in your travel plans, kindly inform us in advance. All direct bookings made through our official websites with our Best Flexible Rate can be cancelled/amended without any charges until 14 days before the check-in date. Cancellations/Amendments made less than 14 days before the check-in date will have no refund.
Our promotion rates do not permit any changes or cancellation, the same applies for reservations made through booking.com or other similar websites.
- Am I eligible for a special rate in your property?
Yes. We offer promotions and special rates year-round and they are updated regularly on our Offers page.
- How old must I be to reserve a room?
Generally, the minimum age to reserve a room at Imperial Lexis Kuala Lumpur is 18 years old. A person of the minimum age requirement must be present at check-in and become a registered guest in the room.
- I made a reservation with my travel agent/online booking platform and have questions regarding policies or cancellations.
Adjusted terms and conditions may be applicable to your reservation. We kindly advise you to contact your travel agent/your online booking platform’s customer service agents regarding your reservation.
- How can I book a group stay?
Any booking of 10 rooms or more is considered a group and must be reserved via a member of our Sales Team. Please contact our Sales Office by calling +603 2082 0333 or by emailing them here and one of our team members would be delighted to assist you.
- I’m having trouble making an online reservation. Is there a number I can call for help?
In case any issues arise during the reservation process, please call our Reservations Team at +603 2083 0933.
- Who can I contact about changes to an existing reservation?
Please contact our in-house reservations team via email or +603 2083 0933 for assistance with existing reservations.
- Can I make a reservation for myself using someone’s else credit card?
Yes, you can, but only if you have the cardholder's permission. In this case, when making your reservation, please note the cardholder’s name and confirm that you have permission to use their card.
Please be aware that the property may also require further authorization from the cardholder. In the case of no-shows/late cancellations, any penalties will be charged to the card provided.
- Can I make a reservation without a credit card?
A valid credit card is required to guarantee your reservations until your arrival date. Your credit card will not be charged until you arrive at the property unless the property requires prepayment or a deposit prior to your arrival. Prepayment, deposit and cancellation requirements will be stated during the online confirmation process as well as in your booking confirmation email.
- I booked through a third-party, is everything pre-paid?
In most cases, rooms and taxes are pre-paid on third-party reservations but guests are still responsible for any applicable incidental deposit upon check-in.
- Where can I find room descriptions?
Descriptions of the different room types can be viewed on our Rooms & Suites page or during the online room reservation process.
- What is the room rate? What taxes and/or additional charges apply?
Room rates and availability are displayed on our Rooms & Suites page during the online reservation process. The total rate, including additional charges and taxes, appears in your reservation summary. Rates displayed do not include charges for special requests.
- How will I know if the room I have selected is available?
Upon selecting your desired check-in and check-out dates, only available room types will appear during the reservation process.
- We are a large party with children; can we get extra beds/cribs in the room?
Rollaway beds are available upon request. However, children below 13 years old stay for free using the existing bedding configuration. Cribs and infant tubs are also available upon request but are subject to availability.
Additional person(s) must be declared and registered at the Front Desk upon check-in. Any additional person(s) above the maximum number of occupants as per property policy is chargeable at the discretion of the property.
- Can I choose a specific room online?
No. You can choose a specific room type but exact rooms are assigned only upon check-in and are subject to availability.
- Upon arrival, can I upgrade my room?
Yes, you may request for a room upgrade during check-in, additional costs apply and subject to room availability.
- Do you have connecting rooms?
We do not have the option of connecting rooms. However, adjoining rooms can be requested upon arrival and are subject to availability.
- What type of beds are offered?
We offer king-sized beds in all our rooms.
- Does my room come with a pool?
All of our serviced rooms (excluding Residential Suites) come equipped with its own private pool, providing unparalleled luxury and privacy to guests.
- Can I have extra toothbrush sets in my room?
All of our rooms come with amenities for two (2) persons. Additional amenities may be available upon request.
- What does the pricing include?
All the facilities listed under room or rate type are included in the price. You can see if breakfast or anything else, such as taxes, are included by clicking your selected rate or room.
Rates are confirmed in Malaysian Ringgit (MYR), based on the exchange rate used by the property and are subject to exchange rate fluctuations.
- How do I get the best deal?
When booking direct at www.imperiallexiskl.com, we guarantee that you enjoy the best available room rates with an additional discount once you sign up and unlock our Book Direct Benefits. For additional information, please visit our Unlock Book Direct Benefits page.
- What credit cards do you accept?
We accept the following cards:- VISA
- Mastercard
- American Express
- UnionPay
- I am entering my credit card details. When will I be charged?
All reservations require full payment for the entire duration of stay, and prepayment is to be made at the time of booking. Payment will be charged to the credit card provided and is non-refundable. If the credit card provided cannot be charged or is declined, the property reserves the rights to void the booking even though a confirmation has been issued.
Credit card charges are subject to additional currency conversions by banks or credit card companies, which are not within the property's control and may impact the total amount charged to your credit card. - Why do I need to give my credit card details?
A valid credit card is required to guarantee your reservations until your arrival date. Your credit card will not be charged until you arrive at the property unless the property requires prepayment or a deposit prior to your arrival. Your credit card will only be charged if you have requested a prepaid room or in accordance with our cancellation policy. - Do I have to pay a deposit with my credit card?
Please note that upon check-in, you will be requested to make a deposit for incidental expenses, such as food, beverages, spa treatments and other services, that may incur during your stay by a valid credit card pre-authorization. - Are my credit card details safe?
In accordance with the Personal Data Protection Act 2010 (PDPA), we are committed to ensure the privacy of your information. The details you provide are relayed over a secured server and will be used for business services only. - Do you accept mobile online payment systems?
We accept a range of online payment systems at our property. All consumption bills can be charged to your room number, and be paid via the mobile online payment system at the front desk during check-out.
- I will not be going anymore. Can my friend use the booking?
Yes, this may be done simply by changing the name of the reservation. Contact the property as soon as possible to do this, or else the property reserves the right to refuse check in.
- What do I need to bring to be able to check-in?
A valid form of government-issued identification is required to check-in along with a valid form of payment, such as a major credit card. The cardholder’s name and details are to match the details of the guest checking in. Government-issued identifications include driver licence, passport or IC.
For e-vouchers redemption, a printout of the redeemed e-voucher must be presented upon check-in.
For bank transfers or cash deposits, a copy of the payment slip must be sent to the property via fax or e-mail with the booking reference number for record purposes. Kindly present the original copy of the payment slip as proof of payment upon check-in at the property.
- If the reservation is under my name, can someone else check-in on my behalf?
To ensure customers’ safety and accuracy, we suggest calling our Reservations Team at +603 2083 0933 or email ahead to inform us of any changes in your reservations. For someone to be able to check-in on your behalf, they must be at least 18 years of age and must be in the system as an authorised guest. A deposit for the full stay will also be collected at check-in.
- I will be arriving earlier/later than the stated check-in time. Can I still check-in?
Standard check-in time is at 3:00pm. Request for early check-in is subject to availability. Every guest is welcome to explore our property while we store your luggage until your room is ready for check-in.
- I want to check-out after the stated check-out time. What should I do?
Standard check-out time is at 12:00pm. A late check-out can only be arranged with the property and is subject to availability. You can inquire on the probability at the front desk upon arrival. A nominal charge may apply for late check-out.
- How do I check-out?
Guests may either settle their bill the night before their check-out or go directly to the front office by 12:00pm to finalise their accounts.
- Can I have my luggage sent to my room once I reach your property?
Our bellmen are always available at your service. You can drop off your bags to the bellmen before check-in at the main lobby, and your bags will be delivered to your room at no additional charge.
- Is your property pet-friendly?
No, pets are not allowed within our guest rooms and the property’s compound.
- Do you allow smoking?
Imperial Lexis Kuala Lumpur is a smoke-free five-star property. Non-smoking guests can now enjoy an ultra-fresh smoke-free environment in all the serviced rooms, restaurants and public areas. Guests who wish to smoke may do so at the pool area in their own rooms.
Persons who smoke in smoking-prohibited areas can be fined RM10,000 or jailed up to two years by the Malaysian government. While guests who are found smoking in enclosed areas of their rooms will be subject to a cleaning fee.
- Are there items that guests are not allowed to bring to their rooms?
In addition to external cooking devices and outside food, such as durians and mangosteens, we do not permit any firearms, weapons, explosive devices and drugs. Guests who bring such items will be turned away from our property.
- Can I make special requests?
The staff will do their best to accommodate your requests. However, such requests are subject to availability at the time of your check-in to the property.
- Can I use the emergency staircases?
Except in emergency situations, please refrain from using the emergency staircases, entering areas where there are machineries or other areas where guests and visitors are not permitted. Otherwise, you will be charged for any damage to the property's property caused by you or your visitors.
- What is your tipping policy?
All tips and gratuities are included in the service charge taxes of your booking. Additional gratuities are most welcome by our staff should their services exceed your expectations.
- Can I still use the facilities once I’ve checked out?
Yes, there are many facilities that can be used on the day you check out. All guests are welcome to dine in at our restaurants at their own cost.
- How can I provide feedback on my stay?
We welcome all feedback. After your stay, please feel free to provide us a review on our Facebook page or Google Reviews page.
- If I lose my key card, my key card does not work or I need additional key cards, what do I need to do?
In the event that your key card does not work or is lost, please contact the Front Desk for a new or updated key.
- Do you provide Wi-Fi service?
Complimentary Wi-Fi services are available at our public spaces, restaurants and rooms in the property.
- Is drinking water provided?
Yes, we provide drinking water to guests in their rooms. Coffee and tea-making facilities are also provided in every room.
- Are there any wheelchairs provided?
Wheelchairs are available only for first aid purposes in case of an accident. Our rooms, restaurants and lobbies are wheelchair friendly. Most areas within the property are accessible by elevators, so it will not be difficult to move around in a wheelchair. We will also do our utmost best to accommodate and accompany guests with special needs.
- Is housekeeping available at the property?
Yes, rooms are serviced upon request, or as per the property’s sustainability practices.
- Is laundry service available?
Yes, with great pleasure we offer laundry service on request. There is a laundry bag and printed form with directions placed in the closet of your room for this purpose.
- What amenities are included in the rooms?
Coffee and tea-making facilities, air-conditioning, bespoke bath and hygiene amenities, electrical safe, hot/cold showers, interactive TV, mini bar, complimentary drinking water, kettle, iron and ironing board, hairdryer, bathrobes, slippers, and “Room to Reception” dialling are all standard amenities.
- Do you have international adaptors?
All rooms at Imperial Lexis Kuala Lumpur are outfitted with universal power plug for charging of mobile devices.
- Is there a swimming pool?
We have one public swimming pool. Do not leave young children unattended. Please note that we have no lifeguards on duty and usage of the pool is at your own risk.
Guests can also enjoy their very own private pool in the comfort of their own rooms (excluding Residential Suites).
- Are there towels provided?
Towels are provided in our rooms. In order to help us conserve the environment, towels will not be changed daily during your stay. Should you need more towels or require a change of towels, please feel free to contact our Housekeeping desk. These towels are to be used exclusively in the rooms only. If you need towels for outside use, they are available at our public pool area.
- How can I plan a special event?
Imperial Lexis Kuala Lumpur offers several exceptional venues for weddings, special occasions, meetings and incentive events. Our ballroom can accommodate up to 300 banquet guests, and two function rooms that are ideal for business and press conferences, seminars and meetings. If you require an LCD projector, flip charts, speakers, microphones, paper, pencils, and drinking water while using our event spaces and meeting rooms, prior reservations must be made.
We also have outdoor event spaces that can be customised according to your event requirements.
For all your event planning needs, please contact us at +603 2083 0333 or email us here.
- Can I host my wedding at Imperial Lexis Kuala Lumpur?
Imperial Lexis Kuala Lumpur provides a one-of-a-kind backdrop for an unforgettable wedding celebration for your family and friends, with the city skyline as your backdrop. Each wedding we host enjoys unparalleled personalised attention to ensure guests get the wedding of their dreams.
For all your wedding planning needs, feel free to contact us at +603 2083 0333 or email us here.
- Is there a secure place to keep valuables?
In-room electronic safes are included in all serviced rooms and suites for your use and convenience. Kindly note that Imperial Lexis Kuala Lumpur is not liable for unattended personal belongings or valuable items in public areas or left unsecured in your rooms.
- Do you have a concierge service?
Yes, our concierge desk strives to offer you an exceptional hospitality experience. They will be your first point of contact for any questions that you may have, offering you assistance in coordinating on-site and off-site services. Our concierge desk is available 24 hours daily.
- How do I request for special arrangements for celebrations and special occasions?
Let us know about your special occasion and we will be happy to curate a custom experience for you. In-room decorations can be arranged, and wine, champagne, flowers, cakes and other amenities can be purchased to be placed in your room. Special decoration packages by the property are available via advance requests from guests, and are subject to charges.
For enquiries, please contact our Reservations team at this email or call +603 2083 0933
- I left something at Imperial Lexis Kuala Lumpur, can you help me find it?
If you forget something on site, we can get them back to you within approximately one month, if it is found. There is a minimum fee for this service plus the cost of shipping. The actual fee may vary according to delivery charges and your location. When you contact us in regard to your lost item, we will require a shipping address and credit card information for payment.
- How do I make a reservation at your restaurant or bar?
Please email us here or contact us by calling +603 2177 1188 and one of our team members would be delighted to assist you. - Where can I eat?
A delectable array of dining experiences awaits you at Imperial Lexis Kuala Lumpur. Roselle Coffee House, Coralz Cafe and Poolside Bistro offer an extensive range of cuisines including local and international fare.
Please note that food and beverages purchased outside the property are not permitted. For more dining information, you may visit our Dining page.
- Do you offer vegetarian dining options or cater to special dietary needs?
We serve an extensive menu to suit all tastes and dietary needs. If you have any food allergy or dietary restrictions, please inform our property ahead of time or at check-in, so we can better assist you. - Is there room service?
Yes. Room service is available 24 hours daily.
- Are there any restaurants open late at night?
Most of our restaurants close at 11:00pm. For late-night dining, guests can also order room service available with a limited menu.
- I want to keep up my fitness routine whilst on holiday. Does Imperial Lexis Kuala Lumpur have a gym? If so, what kind of equipment does it have? What are the hours?
Yes. Our gym offers free weights, weight-training machines and cardiovascular machines including cross-trainers and treadmills. Our gym is located on the 51st floor and operates 24 hours, daily.
- During my vacation, I’d like to enjoy some relaxing face and body treatments. Do you have a spa?
Imperial Lexis Kuala Lumpur features our signature spa - LexSpa, where you can indulge in a wide variety of wellness rituals, face and body treatments and relaxing massages, all performed by an expert team of massage therapists and beauticians. LexSpa is located on the 51st floor and is open from 9:00am to 6:00pm daily (Closed on Mondays). Prior reservations are highly encouraged. Kindly call us at +603 2177 1188 or drop us an email here.
- What if I am late for my spa appointment?
If you must reschedule or cancel your appointment, please notify the spa at least 12 hours before your scheduled appointment to avoid being charged.
- How do I make payment for your spa services?
All major credit cards and cash with proper identification are accepted. Spa services can also be charged to your bill. For your convenience, payment is accepted prior to treatments at the time of check-in.
- How can I arrange tours and excursions outside Imperial Lexis Kuala Lumpur?
You may schedule tours, activities and other services upon arrival at our Concierge desk, which is available 24 hours daily.
- What attractions are nearby? What is the best way to get there from Imperial Lexis Kuala Lumpur?
Imperial Lexis Kuala Lumpur is located in the vicinity of popular places of interest such as the Petronas Twin Towers, Bukit Bintang, Kwai Chai Hong, Jalan Alor, Suria KLCC, The Starhill, Central Market, The Zhongshan Building, Merdeka Square, and Masjid Jamek.
Please contact our Concierge desk to find out how to get to these attractions.
- Where is Imperial Lexis Kuala Lumpur located?
Imperial Lexis Kuala Lumpur is nestled along Jalan Kia Peng within the Golden Triangle. It is within walking distance from Petronas Twin Towers and an hour’s drive away from Kuala Lumpur International Airport.
- Is parking available at Imperial Lexis Kuala Lumpur?
Yes, we offer guest-only free parking. We also provide parking bays with EV charging for compatible vehicles.
- How can I find out if the property offers a shuttle service to the airport and how do I book it?
Imperial Lexis Kuala Lumpur offers shuttle service at an additional charge. Once you have made your reservation, you can arrange the airport shuttle directly with our Concierge desk or you can drop us an email here. Our contact information is listed in your booking confirmation email. Please remember to have your flight details ready.
- When is the best time to travel to Imperial Lexis Kuala Lumpur?
Imperial Lexis Kuala Lumpur is enjoyable all year long. However, the preferred time to visit is during the dry season from May to July. Weather remains hot, and it rains almost throughout the year in Kuala Lumpur.
Temperature ranges between 30 to 35-degree Celsius during the day and 25 to 29-degree Celsius during the night.