Vista Premier Suites Genting Highlands

Trying to be reasonable with this review because it was so mixed. First the positive. The room we ended up staying in was great. Big place, clean with good views as you can see from the video. The location is ok too, easy access to the shops and cable car to Highlands. Now the bad and the reason a 4 star room is getting 1 star from me. The service. Wow. I have stayed at a lot of different places but this is without doubt the worst customer service I've ever had. We came to check into the 5 bedroom suite, which was quite expensive in comparison to the other rooms but it was our last night so wanted to enjoy it. The room was absolutely filthy. So dirty we walked straight out and asked for another room. After looking we found mould all up the curtains which shows how bad it has been left and for so long it smelt so bad. When we asked for another room the staff offered us 2 smaller rooms at a lower value, and also demanded that we pay cleaning fees for the original room! After explaining how outrageous this was they agreed to drop it after some arguments. Then we were offered the cheaper room. Obviously we asked for a partial refund as the difference in price was about half. They refused. So we then requested a full refund and again they refused. We eventually got it sorted by cancelling the booking and taking the other room. The trouble didn't stop there. Because this had taken us about 4 hours to sort we were tired and went straight to bed. In the morning we were bombarded with 18 phone calls and 4 staff banging at the door demanding a deposit that we should have sorted on check in. Obviously this is not what you expect in any place. I can't explain fully how bad this was or their attitude but I will recommend the management sort the staff and policies out so that guests get treated correctly and not harassed.

"First and foremost, if I could give this place zero stars, I would. We had booked a 5-bedroom unit, but upon arrival, we were greeted by a filthy and foul-smelling environment, as if it had been left untouched for an extended period. The odor was so unpleasant it gave us headaches. We decided to compromise and requested a 3-bedroom unit, which was still two bedrooms less than we initially wanted. The management also asked for a 200 RM key deposit, which seemed reasonable. However, after a frustrating back-and-forth with their extremely rude staff, they granted us a second room. Our relief was short-lived because they then demanded an additional 200 RM for another key, bringing the total deposit to 400 RM. We attempted to find an ATM or cash machine in Genting, but to our dismay, they were all closed, and this was at 2 am in the morning. Keep in mind that we had checked in at 6 pm the day before. As morning came, we discovered 16 missed calls from the hotel, followed by four of their incredibly rude and unprofessional staff members incessantly banging on our door and ringing the doorbell. They claimed they still hadn't received their deposit. We explained that all the cash points were closed, but instead of finding a more reasonable solution, they shockingly requested our passports and mobile phones as collateral, which was unacceptable, unprofessional, and downright unpleasant. I will never consider staying at this hotel again, and I sincerely hope that anyone reading this takes heed and chooses a different place to stay."