The answer to all your questions
If you have any questions, please take a look to see if they are listed below in our frequently asked questions list. If you can’t find what you are looking for please contact our team.
See the range of measures we’ve added to keep you safe here. These include round-the-clock cleaning in public areas, plenty of hand sanitiser and a deep clean routine for all hotel rooms. For your peace of mind, we are also using the latest technologies and the best cleaning products. Although social distancing and face coverings are not legally required anymore we encourage all guests to respect others and to feel free to wear a mask if they wish to. For the latest Government guidelines on social distancing indoors see here.
Standard rooms are our accommodation-only rooms with no added extras. The Superior Room includes the same accommodation but also a fully stocked mini-bar, free car parking, a robe and slippers, the option of a wake-up call, and a newspaper. The Superior Rooms also include spa access duting all opening hours, subject to availability.
Guests can check-in from 3pm.
Late check-out may be possible, subject to availability and must be pre-authorised by our reception team. It is £15 per hour after 11am. The team will be happy to check if this is possible for you at check-in / during your stay.
Spa access is available to guests staying in a Superior, Suite or Deluxe room during their opening hours (subject to availability) or to guests in Signature rooms 7am - 10am & 6pm - 9:45pm subject to availability.
Arrival / Departure Spa Access
Signature rooms: 6pm-10pm on the day of arrival.
Superior, Deluxe and Suites - 3pm-10pm on the day of arrival.
All room types have access on day of departure from 7am-10am.
The spa can get busy at peak times and if it is full you will be added to a waitlist and contacted as soon as space is available. Spa access is for 1hr 30 mins. Our team will be happy to help you at check-in and answer any of your queries. Hotel guests will also be provided with robes and slippers on entry if they have booked a treatment. Access to all areas of the spa, including the pool is restricted to over 18s only.
Breakfast is served 6.30am – 10am during the week and 7.00am – 10.30am on weekends. It is served in Sky By The Water and includes a full English-style breakfast and continental options. Dietary requirements can be accommodated upon request.
An adult breakfast is £14.95 when pre-booked or £18 to walk in on the day (currently not open to walk-ins).
Breakfast for children aged 5 -11 years old is £9.95
Children aged 0 - 4 years old receive breakfast for free.
If you have paid through a third party, you would need to get your invoice from them.
You will need:
Yes, a driver’s license or passport.
No, the reservation would need to stay under the name it is booked under.
All bookings must be made by guests of 18 years or over.
Extra beds are available for children aged 12 years and under and have a charge of £15. To book for an extra child’s bed simply contact our reception team.
We have three upgrade packages and plenty of finishing touches that you can add to your stay. Contact us at reception and we will arrange it from there. Please ensure that if it is a surprise, you make us aware to ensure everything runs smoothly.
You could email us directly or leave feedback on our TripAdvisor page. Please speak to reception on departure for a card.
If you’ve lost an item during your stay at the Genting Hotel, please report the item to our reception team and we’ll be in touch as soon as possible.
Yes, from Monday - Friday. The laundry would need to be brought down before 8am and returned later in the day, usually around 5pm.
Yes, just see one of our concierges and they will assist you further. Any luggage left with us is in a secure and monitored area.
Our reception team is available 24/7.
You can also reach our security team and be ensured that we have 24/7 monitoring for security and your protection.
Apple and Google pay are accepted in Santai Spa but not at hotel reception. We will need a card for payment at reception for the balance of your hotel stay.