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.

What safety measures do you have in place?

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.

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 wake-up call, and a newspaper. The Superior Rooms also include spa access duting all opening hours, 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.

Can I get a late check-out?

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.

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 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.

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.


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.

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.

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 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.

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 to our reception team 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 concierges 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.

Can I use Apple / Google Pay?

​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.

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