Name: Grand Ion Delemen Hotel Genting Highlands
Address: Jalan Ion Delemen 1, 1, Pahang Darul Makmur, 69000, MY

2/10

Poor

17 Feb 2026

Patrick

Room in poor condition. No WiFi. Dirty. Limited towel availability. No hand towels

Amenities either broken or not working.

Staff 3 times promised to fix WiFi. Nothing happened

Friends_and_family Family

2/10

Poor

05 Jan 2026

chaw chuen

Room is not clean
Whole bathroom gets wet after a shower even with shower door is closed
Walk to parking lot is smelly
Staff is unprofessional in explaining details about parking. Had to pay out of pocket in the end due to unclear communication. They purposely hide info about parking validation after leaving the hotel. They didn't show me this info before I park. This is claerly diceiting the customer.
I had 2 rooms booked. I specifically requested for 2 rooms on the same floor. They gave me 1 room and said keys for both rooms are in the packet. After i enter my 1st room I only realize they only give me key to 1 room. I had to go back down to the lobby to get the other key. And end up the second room is 16 floors away from the 1st.
And this is not a hotel. This is a service apartment. This is clearly false advertising.

Leisure Family_with_children

2/10

Poor

01 Jan 2026

Mateus

Booked a single bed, given a twin instead. Asked for a changed and even were asked to contact expedia, but didn’t give any compensation anyway. Towels have black spots, window seal were broken, bathroom smelt like smoking, complicated maze to go to room & reception.

Leisure Partner

6/10

Pleasant

16 Sep 2025

Lesley

Stay anywhere else

Hotel photos are not accurate, must be from when it was new. Whole place is dirty. Beds were hard as rocks and my sheets had stains on them. No shampoo, conditioner or shower gel. You have to pay to use anything in the room (soap, toothpaste etc).
Shuttle bus usually booked out. Would not recommend nor stay again.

Friends_and_family Family

10/10

Exceptional

04 Aug 2025

Pamela Camille

The place is so nice. Very cold and very homie. but its just that we didnt expect that they will put us in like a connecting room? luckily nobody checked in there during our stay. but overall its okay and nice place :)

shuttle service is sooo convenient every hour they have a service going to sky avenue and in a no hassle booking also.

the room is so spacious too. got dining and all stuffs. its like an airbnb already but were expecting a microwave hehehe but they dont have but its okay. no issues about it.

the towers is just confusing at times. hahaha we always forget where to go and which way to go. :)

all the staffs are accomodating and helpful. except for the man we asked outside upon our arrival (our arrival on the lobby near big panas express) i cannot remember which tower is that.(the place usually where the pick up point of the shuttle) we are asking him where is the lobby or reception of the grand ion delemen and instead of helping us, he just asked me to find the contact number of the hotel and with a high pitch voice asked me to call the hotel! haaays. hopefully next time should not be like that

anyways. overall super okay!

Leisure Partner

2/10

Poor

14 Jul 2025

JITEN

Property is run down and

6/10

Pleasant

11 Jul 2025

Verified traveler

Nice view but need to buck up on overall cleanliness and service.

Friends_and_family Friends

8/10

Excellent

19 Jun 2025

MD HABIBUR

Need more cleaning

8/10

Excellent

13 May 2025

ian

Would go back

The hotel needs overall, my friends room head board was dirty and really needed clean , but hotel was brilliant

Friends_and_family Family

6/10

Pleasant

20 Apr 2025

Habibur

The smell from the toilet was horrible. You need to fix this asap before you rent it to others .

Leisure Family

2/10

Poor

19 Apr 2025

mukilan

Heater not working, WiFi not working, soaps not available , total waste of money

4/10

Poor

19 Feb 2025

Tran

The property need remodel and room is running down and smell badly.

Leisure

2/10

Poor

18 Jan 2025

Ravind

Staff don't speak english or very little. They can't even tell where things are in the hotel e.g. cafes n restaurants. The hotel looks old and rooms are not clean. The towels looked old. To top this off there was a landslide in Genting Highlands due to heavy overnight rain which caused closure of the one road going in/out of the hotel. The number they have on website rings out, as l wanted to get an update on how to get my belongings. Genting Highlands is a beautiful place but probably check the weather before you go as in our case we probably stayed two nights which wasn't required.

Leisure Family

4/10

Poor

01 Jan 2025

Fionne

Initially we booked Grand Ion Delemen, and the hotel upgrade us to Grand Ion Majestic without early notification, after we reached Grand Ion Delemen with our luggage staff told us the system isnt have our booking record, and \"maybe\" been upgraded to GIM, and ask us go to GIM to check in, so we have to move our luggage and go to GIM to try our luck.

the construction is not completed at GIM, we can hear the construction sounds the whole day, drilling sounds is pertaining even until late night.

The sound prove system is poor, we can hear clearly the noise from the next door and from the corridor, especially when kids screaming and running around.

when we check out at front counter, we are on the queue, but some are actually cutting the queue, however, the front counter staff didn't advice them to queue up, instead they entertain those who cut the queue, and let those in queue wait longer.

Leisure Partner

10/10

Exceptional

31 Dec 2024

lily

Place is very clean and nice to stay

Leisure Family

6/10

Pleasant

28 Dec 2024

Vaibhav

Average experience staying at the property.
Staff has no clue, everyone running like headless chicken. I can see more staff managing Vallet Parking as compared customers at reception. Reception staff is not well trained. They have no SOP (standard operating procedure) to brief customers. Lifts are limited and half of them no working. Kids club not working. Gym in Tower 4 not working... as compared to the number of rooms i can feel their breakfast support staff is limited.. half of the things are either over and yet to be refilled or are cold....

Overall Average experience!!!

Leisure Family_with_children

2/10

Poor

22 Dec 2024

Dheeraj

Terrible hotel

what a terrible hotel it was- so low on cleanliness and hygiene, staff was terrible and rooms were so dirty

Friends_and_family Family

4/10

Poor

17 Dec 2024

Ming En

Worst stay ever.

The hotel lobby was located far away from main entrance. When we entered the room, there's a stench and we found hair and mould in the room. Will not stay again. The only saving grace was that there's a nice burger thatbwas sold just outisde the hotel.

Friends_and_family Friends

4/10

Poor

21 Nov 2024

Geok

Had to pay MR$80/night for baby cot. Not complimentary. Paid cash for the cot & gov tax but unable to give receipt. Advised that receipt will be forwarded to email. In the room, quite a few amenities are out of order like the in room safe, the buttons for “do not disturb”, etc..

Leisure Family_with_children

2/10

Poor

21 Oct 2024

Luis

Check in late, no room, let the old people to wait for an hour, tired whole day and still ask to wait. 6 of us and the amenities only have 2 towels and 1 slippers, no shampoo and no drinking water. No phone to call reception, internet not usable, need to go down and cross the street just to talk to reception. Will not be coming back or recommend this place.

Leisure Family

2/10

Poor

07 Aug 2024

Verified traveler

Old tired and lots of mold!

Was unable to stay room was old, clearly not been used or cleaned for a while and worst of all curtains were full of mold. On discovering this we refused to stay in the room and on returning to reception were half heartedly spoken to about moving room before we had to make a decision to resolve the issue which was to go stay in another hotel. Which was excellent (Swiss gardens)

Friends_and_family Family

2/10

Poor

21 Jul 2024

Sarah

Property is run down. Window was missing a bolt so a child could fall out. Bathroom garbage can was rusty. Cobwebs and dirty. Front desk unhelpful and sent me to the wrong bus station to buy a ticket which wasted a half day. Smells awful. Avoid this expensive dump.

Leisure Family

6/10

Pleasant

13 Jul 2024

Travis

Not the greatest, not the worst. A bit pricey for what it is. Room booked for 4 people, could not get more than 3 towels, due to “hotel policy”.

2/10

Poor

17 Jun 2024

Pankaj

I rarely rate properties as bad but this one truly was terrible. We went here with our family. 2 kids and 2 grand parents.

- the towers are not very accessible
- the room has a kitchen counter but absolutely no cutlery or anything. No microwave or refrigerator
- the staff is super unprofessional and wouldn’t help unless you yell at them
- the phones and internet in our room wasn’t working and after multiple complaints no one came to fix it. We had to keep going to the reception in a different building every time.
- they created such a big fuss to provide bath towels citing a pool icy of only 2 towels per room irrespective of how many people stayed there and would change $40 per extra towel.
- the building is relatively new but the amenities were dirty. The room service dint clean stuff well.

Leisure Family

2/10

Poor

08 Jun 2024

Suresh

Zero customer service and the property is dirty. Parking is day light robbery

Leisure Family

10/10

Exceptional

23 Apr 2024

Mohammed Rizwanul

Nicely located at the top of Genting Highlands.
There are some convenient shops at the ground floor if you crave late-night snacks.
We stayed on tower 3. Microwave stopped working and in no time, they replaced it as soon as we reported. There are some construction happening closeby, which can be noisy at times, we were so tired that it didn't even bother us at all.

Leisure Family

8/10

Excellent

08 Apr 2024

Mannan

The room was generously sized and offered ample space. While the balcony provided a pleasant view, unobstructed vistas of the surrounding scenery would enhance the experience. The hotel provided mineral water and hot beverages, and we enjoyed reliable Wi-Fi connectivity. The toilet facilities met our expectations. However, we noted that the carpet in the sofa area was soiled, making it unsuitable for seating. Additionally, the corridors leading to the rooms were not adequately maintained.

Leisure Family

4/10

Poor

31 Mar 2024

Norikazu

I am very unsatisfied with my stay.

1. TV not working! We couldn’t watch any program on the TV

2. Water dripping from the ceiling of the toilet during raining days! I’m not on the top floor how is this happening.. poorly maintained.

3. Very noisy at night with people talking and door squeaking sound! Can’t even have a peaceful sleep.

4. I was looking forward to the exceptional view from the hotel room but the windows were not clean and moldy.

5. Hotel is located few minutes away from Skyavenue and not easy to catch a Grab service. Shouldn’t the hotel give us free shuttle bus instead of charging us? Very inconvenient especially with kids.

Leisure Family_with_children

2/10

Poor

20 Feb 2024

Meyy

There was a construction near to the property and this was not informed in their website and nor the staff feel sorry about it

Leisure Friends

8/10

Excellent

21 Jan 2024

LEE YOW

Transport rather inconvenient. Room layout is average. Property looks old and room sofa is tear.
But the weather and environment are very good.

Leisure Family

2/10

Poor

26 Dec 2023

Soh

Stay 3 days. No housekeeping for 2 days and rubbish left uncleared . Dirty towels were left in the rooms. Water heater not working for 2 days. When check in to the hotel, floor is dirty. Table top, cupboards and bed frame is very dusty. Likely not cleaned for weeks. Shuttle service always fully booked. Hotel should have catered for more shuttle service during peak season. Directions in the hotel not clear and confusing. From drop off point to reception to check, need to take 2 different lifts and walk across buildings to reach.

Leisure Family

4/10

Poor

24 Nov 2023

Eric

Definitely not a 5 star hotel and the place was dirty. Sheets werent clean and very dusty.

Leisure Family_with_children

4/10

Poor

12 Nov 2023

Kooi

I dont like the condition of the hotel and the location of the property. What i like was only the friendliess of the staffs and the manager Hati who unpraded my faulty room to a suite and provided free shuttle bus which was about 15 minutes bus ride to Genting Arena of Star..

Leisure Self

10/10

Exceptional

06 Oct 2023

monique

The pool kitchen food are excellent, my room is spacious and luxury. Sure I will be back

Leisure Self

2/10

Poor

20 Sep 2023

Ali

The setup of this property very inconvenient for guests. One lobby for multiple towers. Everytime you need to leave the parking lot you will have to stop by the lobby which is at least 5 min walk from you room's building for them to activate your touch n go in order for you to exit the garage with no charge of fees. The rooms are very dirty with very noticeable dirty bed sheets and pillow covers. We asked to change the room but sadly all the rooms are in the same condition and even much worst. Blood, hair and makeup risdue on the bed sheets. Customer service little to no exsiting. Highly recommend to look somewhere else other than this poorly managed property.

Leisure Partner

2/10

Poor

04 Jul 2023

Anil Kumar

Very dirty and smells really bad. When complained they sprayed some room freshener which lasted for very short time. It was very disgusting. The room was not cleaned the next day and the phone in the room did not work throughout the stay. Not worth the money and does not qualify as a 2* too.

Leisure Family_with_children

2/10

Poor

28 Jun 2023

Rabinder

This place is a hassle from the time you entered there first door.
I would like to give only 1 star to this hotel.
You have to go to different towers to get to your room.
If you are travelling with kids, just forget about it.
Hotel pool is a mess . Algae all over the place and in the pool. The pool is next to the restaurant which makes me vomit by looking at the food.
The pool definitely need chlorine and atleast 24/7 automatic filter.
The rooms in the hotel got no privacy, I literally had to get up in the middle of the night to tell my next door neighbour to keep it low.
The reception staff got no idea what they are doing, they get confused when 2-3 guests arrive.
The rooms were stinky and not cleaned at all.

It’s 1 out of 5 from my side.

Leisure Partner

2/10

Poor

25 Jun 2023

Azzam

Worst stay ever. This should not be called a hotel, I wouldn’t give it a three star even. Guest service never answers calls. We had to change room from old tower 7 to newer tower 4 which was not new as they said. Rooms were small size. Only good thing is the view of the hills of Genting. I would not recommend this place.

Leisure Family_with_children

8/10

Excellent

04 Jun 2023

YEW BENG

Average condition

Business

8/10

Excellent

29 Apr 2023

Naomi

Overall, it was good.

Leisure Partner

4/10

Poor

14 Feb 2023

Chandan

The hotel stuff was so disappointing and specially breakfast. Looking at our face they refer cheap sagar instead of Kembali. Eventhough we paied 110rm for breakfast. Finally i have to fight with stuff and get the quLity breakfast.

Leisure Family

2/10

Poor

02 Feb 2023

Aik Hong

The room very sm

Leisure Family

4/10

Poor

26 Jan 2023

Verified traveler

Hotel condition

The room look old as per before covid. Heater was bad.

Partner

6/10

Pleasant

21 Jan 2023

Xiaochuan

Ok but not good location

Leisure Partner

10/10

Exceptional

14 Jan 2023

Amer

Bad careless room makeup staff

My room should be Deluxe Double Room but they gave me different room but it was still ok.
Only the room makeup staff very careless never top up the shampoo & bath soap even the first day of check in, never top up the the 2 daily free drinks too . so I have to call the reception at md night to send shampoo cause I was going take bath , lady send the bottle of shampoo. Cleaning staff never cleaned my tables even the coffee drooping were still there & the food drooping were still on the room service person dont clean the room even did not top up face towels too. Hotel is nice but staff careless. but no shuttle to first world theme park , its only from 2 pm to 7 pm its very inconvenient even guests are paying for it they should provide service from morning till mid night.MY ROOM NUMBER WAS 21610. this kind of staff give bad name to the Hotel.

Partner

2/10

Poor

08 Jan 2023

Bhupinder

We were in Tower 3 for 4 nights. Firstly this hotel is NOT a hotel, its a service apartment...without services. Worst ever experience. Stinky rooms. All bed rooms having fire alarm with LED that disturbs during sleep. Morning you cannot walk thru the corridors as entire area stinks so bad..smells horrible. you have kitchen in the apartment but no plates, no spoons , no forks. if you ask for them you get disposable bins and forks and per member you have to pay MYR5 for 1 plastic fork 1 plastic box and 1 spoon. Cleaning staff forgot to clean the apartment, when asked why they didn't clean their answer was ...we were so busy. Locker in the room never worked, we were at this property for 4 nights and first 3 days we keep calling for locker replacement but no action. Horrible breakfast, you have to shell out MYR60 per person for the same. Won't recommend any one staying in this service appartment that call them selves a HOTEL.

Leisure Family

6/10

Pleasant

08 Jan 2023

Shaik Khaja

Room quality

2Room has only one toilet. No privacy. All music can be clearly heard. It wasnt nice as rooms are not sound proof. Door make too much cracking sound.

Friends_and_family Family

6/10

Pleasant

29 Dec 2022

TECK MIN

we are staying The Yanné, Onsen Hotel 9th floor, building corridor very dusty and room full with dust smell, it make us and kid uncomfortable

Friends_and_family Family

4/10

Poor

28 Dec 2022

Guo An

Check in time is late and first check in room has ammonia smell, only stayed 1 night and requested refund for the the following 2 days, yet to receive the refund though

Leisure Family

2/10

Poor

27 Dec 2022

JUNWEI

It was such a nightmare to enter a room which looks super rundown. It was nothing compared to the pic on the website. We requested to change a room although it was much better than the first 1 but still the inside lock for the room was spoilt and wifi was down… dont think we will book this ever again

Leisure Family

4/10

Poor

26 Dec 2022

Thawda

I had high hopes when I booked since it was a five star hotel. However we had to change the room two times. The first one they gave us is abit dirty, no proper wifi and facing to construction side, so I asked for another room. The staff were friendly and help us change another room with a proper view, however, we couldn't connect wifi at all and it was fiber issue. Base line in that room was so terrible that I couldn't even call reception and I had to use my roaming to call reception to complaint. After another complaints, they did help us change another room with proper view with wifi and the room is cleaner. The first day was horrible to experience that kind of dirty room for five star hotel. Lucky that staff were friendly and helpful

Leisure Friends

6/10

Pleasant

24 Dec 2022

Qiang

Not good.

room is very poor. the window can not be closed in the toilet. renovation very old.

Partner

4/10

Poor

23 Dec 2022

Gek Swee

Cleanliness and transportation of hotel has degraded from previous visit in Dec 2019, just before Covid. Front desk staffs are not well informed of their own amenities as I requested for a massage which they do have at tower 4 as well as an onsen which I would love to try. Only plus side is Concierge at lobby hotel was very friendly and helpful helping us with booking of transport out shopping and moving around from place to place. Hotel used to provide free transportation to first world but not anymore and is chargeable at M$6 each trip which requires advance booking.Hotel cleanliness needs to upgrade as bath robes are damp and toiletries are limited and toilet emits a foul smell n has mould stains on wall. Room curtains are a little mouldy and wasn’t installed properly and have to request hotel services to install them back up properly as the curtains were dropping off the ceiling. Wifi in hotel n room also very lagging. House keeping was called in to clean the room up as hair n dust were in every corner of room but cleaning done was only a touch up service to make up the room with no proper cleaning of bathroom. Room microwave isn’t working and room telephone keeps ringing every half hourly for a sec which was damn annoying Overall stay is a big disappointment if not for the friendly concierge. Expected better hotel services like cleanliness as we booked the largest family suite which cost $1300 for a 3 day 2 night stay.

Leisure Family

4/10

Poor

22 Dec 2022

Chong

Unpleasant stay

Leisure Family

2/10

Poor

18 Dec 2022

Nalinee

The photos advertised on Expedia need to be updated. The hotel needs a major renovation. This is wrong advertising as the photos shown on the website are nothing compared to what the hotel really look like, old, outdated, poor amenities, breakfast was below standard, no sanitary precaution, so crowded and not cleaned.

Leisure Partner

4/10

Poor

14 Dec 2022

Mun-Kein

The road leading to this property is terribly dangerous especially during December foggy period where road lighting is bad and visibility down to almost zero. Its unfortunate as the hotel is actually quite good , nice and clean however the roads there are very dangerous. Best to just stay at Genting resorts instead.

Leisure Family_with_children

6/10

Pleasant

12 Dec 2022

Verified traveler

Not 5 star

Hard to justify this as a 5 star property. I thought this was a fairly new property but facilities are quite worn out. Freezing pool which probably explains why no one uses it. Dial 0 for the reception but no one picks up. It's ok overall but sure doesn't feel like 5 star.

Partner

8/10

Excellent

03 Dec 2022

andrew

Quiet, cool and greenery.
Unfortunately, construction is still on going, creating unwanted noisy and hazard.
paint work is dirty outsie.

Leisure Family

8/10

Excellent

14 Nov 2022

Steve

Been staying here every times i come Genting. Is a comfortable hotel room stay n hope as time passes, there will have more 24hr food or late night bar around will be good

Friends_and_family Family

8/10

Excellent

08 Nov 2022

Andrew

This is not intended to be a hotel. Feels more like an AirBnB. Feels like someone's house. Based on pictures on the net it seems like a fancy luxurious hotel when its actually not. However, still a comfortable stay with good and plenty to choose from breakfast spread.

I booked the 1 bedroom Suite and it was like walking into to an under furnished and under-renovated apartment unit.

Leisure Family

10/10

Exceptional

24 Oct 2022

KATHARINE WEI QI

Wall of the room is dirty with ants running.

Back of sofa is dirty with fungus.

Toilet bottle tray holder is broken with calcium deposit.

Shower tiles and basin edges are filled with black fungus.

10/10

Exceptional

22 Oct 2022

Zah Zurainita

Ok

8/10

Excellent

15 Oct 2022

Yong Leng

is ok

Business_and_leisure Family

4/10

Poor

10 Sep 2022

MOHAMMED RAUFF

Check in was tedious, they are greatly understaffed, and unable to handle long Queue, the room was dirty, the toilet was smelly! The ammenities was limited, and the most disappointing thing of all, that I stayed in a Suite, i will never come back here again!

Leisure Family

6/10

Pleasant

04 Sep 2022

Meng Jiunn

I enter the door with the door handle broken, sheets got some stains on it.

The building need some touch up work to be done.

Leisure Partner

4/10

Poor

23 Aug 2022

Michael Alfred

The room stinks every time I stay here

Business Self

6/10

Pleasant

18 Jul 2022

PING SZE

The road to the property is hazardous, accident prone.

The lifts are slow and cannot accomodate peak hours moving traffic- checkin, checkout and breakfast crowd.

Zero room sound-proofing, dusty rooms.

However, staff at check in and breakfast staff were friendly.

Leisure Partner

6/10

Pleasant

18 Jul 2022

Khoo

Horrible Shuttles services

Don't think this is a 5 star hotel as they claimed. The shuttle to/fro frm hotel to Genting highland entertainment complex is a BIG BIG DISAPPOINTMENT!!! You hv to pay RM5 per way and need to book in advance. Often fully booked, hence alternative is a Scam Taxi ride.. RM40 per way for a 7 mins ride. Ridiculous fare! Why can't the hotel mgt arrange more shuttles and do away with the booking while extending the time to at least 10pm and 2am final return trip.

Partner

10/10

Exceptional

03 Jul 2022

Steve

I'm a returning custer because I like the atmosphere of the environment away from the crowded First World.

Friends_and_family Family

6/10

Pleasant

28 Jun 2022

Chun Hong

Overall a so-so experience. Not that grand.

Toilet had an odd pungent smell when we first checked into the room. Bad sleeping experience when i was awoken by the fire alarm at 530am when someone apparently smoked at the staircase landing (saw cigarette butt on the floor when i went to investigate on my own). Called the counter desk staff to inform situation, and luckily the alarm was deactivated within 10 minutes to avoid further disturbance to other guests. Would not stay in this hotel again although the area is considered peaceful at night.

Friends_and_family Friends

6/10

Pleasant

24 Jun 2022

Serene

Only have 1 toilet n shower facility for 2Bedroom. We are all tired n need to take turns to shower. We reached 2pm got passport checkin but no room n have to come back at night after our lunch dinner n some fun in Genting theme park n casino. Quality of door no good; can hear upstairs tak out hanger. The double bed is not sturdy; kids prob ok for lightweight. Expensive for such room types to pay. We see buildings in construction WIP from our rooms. Bf is ok nothing to shout about but at Rm60 is expensive. I can get 4 nice rooms in Malacca of 4 star for de price paid one night in Ion delemen. Plus point is de nice environment of nature to feel like de autumn breeze

Leisure Family_with_children

8/10

Excellent

23 Jun 2022

Yvonne

Short family hiatus

There a couple of towers at the hotel, as we'd booked the family suite, it's located at tower 4. There's buggy service however it's also just a couple of minutes walk to the main building.

Room is clean & well-maintained. Bed was most comfortable. Suitable for family as it has an indoor-pool.

Now the location of this hotel is slightly off from the theme park and you'll have to pay (RM5/way/person) for the shuttle between. Booking is recommended but not necessary. You may also take the taxi but cost double. For people who are adventurous, i suggest taking a morning hike to view (take photo of) the scenery and feel the cool breeze.

Friends_and_family Family

6/10

Pleasant

22 Jun 2022

LI LI

room ni view. construction noise till late night. not as good as i stayed yew years ago. breakfast is OK.

Friends_and_family Family

4/10

Poor

22 Jun 2022

Verified traveler

The worst “5-star” hotel we have ever stayed at

We were misled by Hotels.com into thinking that this is a 5-star hotel when the truth is it is worse than any 4-star hotel in the world. When we entered the two suites we booked after checking in, we found the rooms very musty and not property tidied up, and the towels were dirty and smelly. Breakfast in the following morning was chaotic as there were many guests lining up to enter Kitchen Kembali. To avoid the unpleasant experience, we bought our own breakfast for subsequent days of our stay. On the third day, used towels were removed without being replaced by fresh ones. We phoned the reception numerous times but nobody answered our calls. As a result, we had to make our way to the reception to request for towels. However, 3 hours later, towels were still not sent to our room. This is undoubtedly the worst ”5-star“ hotel we have ever stayed at.
The property management must do something about improving the standard of service and housekeeping.

Friends_and_family Family

6/10

Pleasant

16 Jun 2022

Steven

Decent but the not convenient

Distance from hotel to First World is 5km, not 1km. Not walkable. Shuttle bus is RM5/pax. Chances of getting grab is higher from hotel to First World in daytime. Return trip back is almost impossible to get Grab. Get ready to pay more using taxi. Get the return shuttle bus trip instead during evening/night. Hotel is more of 3star standard. Only saving grace is cleanliness, condition and breakfast buffet are decent. Go early by 7am else long queue. The only option to consider if all affordable hotels at First World are fully booked.

Friends_and_family Family

10/10

Exceptional

13 Jun 2022

Kenneth

Best stay ever in genting

It was a super good stay considering I've only stayed in first world hotel whenever I've been to Genting highlands, was definitely an upgrade from first world, the staff was friendly and took care of all our queries patiently, just a side praise to the shuttle bus driver there, despite having a full bus and no booking from us, he let us in when 2 seats were no show and was very cool about it, kudos to the hotel management, wasn't easy to book a grab in the morning and in the night, and the taxis there are just rip offs charging 40 rm for such a short distance. Just maybe could increase the frequency of the shuttle buses and the space for breakfast cause it's always fully booked. But other than that it's really nothing to complain about

Friends_and_family Friends

8/10

Excellent

13 Jun 2022

Ahmad Azreel

Telephone was not working.

Leisure Partner

2/10

Poor

08 Jun 2022

FARAH HEZRIANA

Staff not friendly
Bad smell in our room

Leisure Family_with_children

4/10

Poor

23 May 2022

Santhiya

Not clean

Leisure Family

8/10

Excellent

13 May 2022

Chow Pong

The hotel charge for providing shuttle transport to Genting Highland entertainment. This increases costs of accomodation.

Leisure Partner

8/10

Excellent

04 Apr 2022

Catherine

Shuttle bus to genting highlands. Value for money. Spacious.

Leisure Partner

8/10

Excellent

06 Mar 2022

Nur Dhamirah Sakinah Binti

Everything good except breakfast buffet (the food not that delicious)

Business_and_leisure Family

10/10

Exceptional

17 Jan 2022

WAN SHAHRUL BAHRIN BIN WAN

Enjoyed our stay

Leisure Family_with_children

10/10

Exceptional

04 Dec 2021

Choon Huang

Amazing

Amazing Great hotel
Clean room, friendly staff
Smooth check in and check out process

Friends_and_family Family

8/10

Excellent

02 Dec 2021

HENRY

As an integrated resort, the hotel should provide shuttle transfer to and from theme parks, attractions, casino, etc.

Friends_and_family Family

4/10

Poor

10 Nov 2021

Noraidah

Disappointment with services

Stayed in this hotel for 2 nights check-in on 4th Nov 2021. Was disappointed with the services as below:
1. Check-in takes about 1-hour however the front desk person were very helpful and patiently explained guest's queries.
2. TV has only hotel advertisement channel and TV3. No other channel or astro or movie channels, very disappointing.
3. Despite request for 'room make-up', room were not clean till we check-out.
4. No coffee/tea replenishment.
5. Expired (July 2021) tooth paste were given.

Partner

4/10

Poor

17 Oct 2021

Lee Peng

The swimming pool no restriction for swimsuit only, even t-shirt short pants all allowed. No limitation and checking for entrance to pool. Room water heater was not stable, hot water come in less than 15mins then turn to cold water.

Leisure Partner

6/10

Pleasant

07 Oct 2020

Ah Seng

Unsatisfactory room condition due to poor maintenance management.Air conditioning was not in good working condition,bathroom drain outlet was clogged, wash basin drain pipe choked.

Friends_and_family Family

8/10

Excellent

04 Aug 2020

Verified traveler

NOT A HAPPY BREAKIE BUFFET

Everything was good except for the breakfast session, during the MCO - guests were allowed to eat for 30 MINUTES ONLY. Just a simple buffet menus were available.

Business Family

4/10

Poor

22 Jul 2020

Glen

This hotel is a remote road near the Resorts World Genting, mind you there's NO shuttle service as per advertised. You will have a hard time getting back and forth depending on the time and availability of drivers. Genting is a very secluded area.
About the hotel, from outside it looks very good. But once you get to the room you will be more than disappointed, here's the few things that really let me down and regret choosing this hotel over anything else, I feel robbed for what I paid.
-The view from the room was enclosed behind two protruding walls so basically I have a VERY narrow view, also facing a construction site that won't be finished at least until 2021.
-TERRIBLE NOISE from the construction site, be mindful there's a LOT of construction going on around the hotel so there will be dust, smell and noise.
-The room is quite dirty, the floor was all smudgy and dusty. I bumped into the bed and moved it a little bit, VERY DIRTY. So they just pretty quickly clean the floor but don't even bother cleaning the corners or edges around the furniture (including on the edge of the bed and bedside tables).
-Hot water will last you for about 7-10min then it will only be warm water which is not nice in a cold weather like in Genting.
For a place like this, I wouldn't pay more than 120-150 ringgit a night, definitely not worth it.

Leisure Friends

4/10

Poor

17 Jul 2020

Verified traveler

Poor

The hotel was totally overpriced for what it was. Our 'suite' was very dirty and shabby. It was more like a hospital than a hotel. White and bare walls. There is a building site outside which was very noisy. The facilities were not all open and the price is not reflected in this.

Friends_and_family Family

4/10

Poor

13 Jul 2020

Verified traveler

Need to improve so much.

Remote controllers of two TV set didn’t work. The rooms smell fungus. The sofa has stained with fungus. Check in process was terribly slow. Breakfast was cheap quality and less choices. The room key cards didn’t work on second day.

Partner

2/10

Poor

28 Jun 2020

Nik

The property is only two years old but is run down. There were stains on the bed sheets and check in was a nightmare.

Leisure Self

6/10

Pleasant

22 Jun 2020

Luciana

Staff very well trained and very dedicated to guests' wellbeing. However, I paid 5 stars and got 3 stars. Unfortunately they use the COVID SOP/Measures excuse to serve a horrible in-room dinner and a worse breakfast. No problem with in-room rule, but the quality is terrible. Even street food is much better. Sure, for the price paid, they can serve a high level meal in-room.

Leisure Family

10/10

Exceptional

18 Jun 2020

Verified traveler

It’s clean and comfortable, the staff are friendly

8/10

Excellent

21 Mar 2020

Verified traveler

Kembali Restaurant Grand Ion Delemen

We found 1 food item at buffet breakfast to be stale and gone bad. We also noticed the supervisor at the Kembali restaurant collecting a plate left behind by a guest on the food counter and putting it back with the clean plates.

Partner

2/10

Poor

04 Mar 2020

Tammy

Check out out after one night... hated it

Hated our stay here. Originally booked 3 nights but checked out after the first night. Check-in couldnt find our reservation but were super nice and all sorted after 10 mins. Got to our room which you needed to take two elevators to get to. Room OK nothing special but OK.that night when trying to sleep construction work with repeat banging called reception who very kindly gave us another room. This room was same as other but in different location of hotel so quieter thank goodness . Ordered room service and found out we couldn't put bill to room so had to pay cash. When room service arrived it came in a brown paper bag in plastic containers not the 5 star we were hoping for. And presentation horrible the lettuce looked like someone had got it out of the garbage bin which we binned ourselves. OK meal wouldnt eat again thou. Setteled to sleep and above the bed is a fire alarm thing which every 6 seconds flashes a green light which is like lightning lightening up the room and no way to stop it drove me and partner Insane .the air-con made so much noise it sounded like it was a ice machine dropping ice blocks constantly.the light from air-con numbers lit up the room also it was horrible and the mirror cupboard has a light in it that turns off when door closes our door didn't close so had to shove thong in it to keep shut and stop light.
On check out told staff we checking out early and told our complaints none of them seemed interested or apologetic is seemed normal practice

Partner

8/10

Excellent

27 Feb 2020

Verified traveler

Nice

Nice hotel, shuttle bus provided to first world plaza, very convenient. Going to the room from lobby is a bit hassle as we need to change elevator. Overall is nice

Partner

8/10

Excellent

07 Jan 2020

Mandy

Quite disappointed with the indoor theme as most rides are not opened.

Leisure Family

2/10

Poor

30 Dec 2019

Jenny

Cheated by 5 Star Hotel

I have paid $1,200+ for a 5 Star hotel Suite but was given a $500+ apartment!
The apartment was smelly and the cleaner covers the air with air freshener.
Extremely disappointed and got cheated. Will be contacting CASE to resolve the cheating hotel rate.

Friends_and_family Family