The answer to all your questions

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Frequently asked 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.

Coronavirus Update

Following the latest announcement from the Government, we currently remain in tier 3, 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 remain open. 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’ll keep you up to date here, 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.

What extra safety measures have you put in place?

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.

What is the difference between the room types?

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.

What do I get in the mini bar?

  • 2 cans soft drinks
  • 1 can beer
  • 2 chocolate bars
  • 1 pack of polos
  • 2 packets of crisps
  • 3 spirits & mixers
  • You also have a range of teas and coffees available

What time can I check in from?

Guests can check-in from 3pm.

Do I have spa access?

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.

When and where is breakfast?

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.

Can I have an invoice even though I have booked through a third party?

If you have paid through a third party, you would need to get your invoice from them.

Online Check-In for Pre-Paid Guests

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.

What details do I need to request an invoice from the hotel after I have departed?

You will need:

  • Booking reference number
  • Dates of stay
  • The name the reservation is booked under
  • The first line of address
  • Postcode and the payment method used

If I want to pay cash, do I need ID?

Yes, a driver’s license or passport.

If I do not have ID can I change the reservation to my partner/friends name?

No, the reservation would need to stay under the name it is booked under.

How old do I have to be to book a room?

All bookings must be made by guests of 18 years or over.

How old does my child have to be to have an extra bed/how much is it?

Extra beds are for children aged 12 years and under and have a charge of £15.

How can I arrange for flowers, chocolates or other extras to be put in my room?

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.

Where can I leave feedback for my stay?

You could email us directly or leave feedback on our TripAdvisor page. Please speak to reception on departure for a card.

How do I enquire about lost property?

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.

Do you have a laundry service available?

Yes, from Monday - Friday. The laundry would need to be brought down before 8am and returned later in the day, usually around 5pm.

Can I leave luggage with you on the day of departure?

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.

When is the hotel reception open?

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.

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