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.
Following the latest announcement from the Government we now know we will be moving into tier 3 after lockdown, which unfortunately means we won’t be able to open our doors to hotel guests just yet. However, we are happy to let you know that our Santai Spa and Leisure Club will be able to re-open from 2nd December. While we are in tier 3 the sauna and steam will need to remain closed and the gym and spa facilities will both be open 7am - 10pm. We know this decision is being reviewed on the 16th December and we’ll keep you up to date here and on our website as soon as we have any more news on when we can welcome you back. Our latest updates are here.
In light of the current situation, our advance purchase rate cancellation policy has been temporarily changed.
Advance Purchase Rate (including packages)
Reservations that are due to arrive prior to 28th February 2021 may be changed up to 2pm on the day prior to arrival. Our Standard terms and conditions will apply for reservations after this date.
Date amendments will be subject to availability and different rates may apply.
Best Available Rate
The standard cancellation policy applies - reservations may be changed or cancelled up to 2pm on the day prior to arrival.
Online Travel Agents
If you booked via a third party travel agent, you will need to contact your online travel agent to make changes or cancellations.
See the range of measure we’ve added to keep you safe here. These include round the clock cleaning in public areas, plenty of hand sanitiser, signage to help with social distancing and an 11 point deep clean routine for all hotel rooms, after which rooms are signed off and sealed so that no else enters until you do. For your peace of mind we are also using the latest technologies and the best cleaning products.
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 wakeup call, and a newspaper. The Superior Rooms also include spa access, subject to availability.
Guests can check in from 3pm.
Spa access is available to guests staying in a Superior, Suite or Deluxe room during their opening hours (subject to availabilty) or to guests in Signature rooms 7am - 10am & 6pm - 9:45pm subject to availability. Due to the current capacity restrictions the spa can get busy at peak times. To avoid disappointment, timeslots to access the facilities need to be booked on arrival at reception. Our team will be happy to help and answer any of your queries.
Access is available outside of the above hours, subject to availability for an additional charge of £15 for two hours. The spa can only be accessed after check in and prior to check out. Guests wishing to use the facilities after check-out will be charged £15 for an additional 60 minutes.
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.
See their breakfast menu here.
An adult breakfast is £14.95 when pre-booked or £18 to walk in on the day.
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.
If you have pre-paid for your hotel stay you can enjoy the benefits of a super swift, contactless check in. Simply download the app (Android here and Apple here), on the day of your stay, you’ll receive an email at around 11am from ‘Front Desk at Genting Hotel’ which will allow you to check in remotely. By 3pm you will receive your room number and mobile room key to the app on your phone. When you arrive there’s no need to go to reception, just head straight to your room, make sure your Bluetooth is enabled, hold your smartphone up to the door lock and enter the room ready to enjoy your stay.
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 for children aged 12 years and under and have a charge of £15.
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 via our online form 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 concierge 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.