Crockfords Hotel, Resorts World Genting, Malaysia — Hotel in Pahang

As a first-time guest of this esteemed establishment, I was looking forward as I held the highest regard for the quality of service and hospitality offered at Crockfords hotel. However, my recent encounter at Crockford fell far short of my expectations.We were disheartened by the lacklustre service we received from the staff upon our arrival to Crockford on 5 Jun 2023. The staff ushered us to a seat and we were served welcome drinks. After this, we were left without anyone attending to us or informing us of the registration requirements.It was a wasted 15 mins wait. The front counter staff seemed overwhelmed and failed to provide any updates or apologies for the delay, leaving me and my husband feeling neglected and lost.In fact, we came to Genting with 6 other friends, who chose to stay at the Highland and The first world hotel.The efficiency of checking in and key allocation is surprising in this order1. First World2. Highland3. The prestigious CrockfordsSo disappointed.Once checked in, Crockford continued to disappoint. The staff simply pointed to her right and said the lift is straight ahead, appearing busy and inattentive throughout. It took an excessive amount of time to locate the 'exclusively hidden' lift. There aren't any signs ....We stayed in many five stars hotels throughout the world, and many of these hotels especially those with butler services always have staff leading us to the room if not, at least to the lift landing. We expected this level of service from the hotel with Forbes Distinguished 5 stars award.To compound matters, we were not briefed on the benefits such as complimentary gold card membership. We got to learn about this from a friend on the night of our checking out.As we would be checking out, we purposely woke up early so as to apply for this membership for future visits. We enquired at the reception and Mr Soo Tze Yuen insisted we need to show our physical passport. We are living in the digital world and apparently, when we checked in, the counter staff took our passports and it is a practice for the hotel to make a copy of it. We have the digital copy in our handphone yet Mr Soo insisted we need to get the physical passport. The walk back to our room (2228) is about 400m from the lobby. Certainly not an enjoyable walk especially for seniors like us with some difficulties.Mr Soo said he would feedback to the management regarding this policy. We would have appreciated better handling of this there and then. For us, it is a painful experience.We were even more appalled with the Guest Relations Representative at the Crockfords Club. I approached the desk to inquire about the application for the membership hoping to receive assistance. However, instead of being met with helpfulness, the staff member responded with dismissiveness and condescension. The staff Ms. Weishu was curt. The first word from her ( eyes fixed on her computer) was a harsh "PASSPORT". The Gold Membership was not a 'totally complementary card'. You need to earn it through some disrespect.I found the demeanor of this staff member to be entirely inappropriate and disrespectful. It is disheartening to be treated in such a manner, especially as a guest who has chosen Crockfords hotel for its reputation of exceptional service and hospitality.I feel compelled to share these experiences. The lacklustre and disappointing service at Crockford has tarnished my otherwise positive perception of...

The hotel lobby looks large and I have a superior room for 5 nights.||However a few mistakes were made as I got a non-smoking room (had to change room on the 2nd day). Furthermore, I did specifically asked if I could check in early which was said to be arranged. But my coached arrived at 4am and I had to wait mostly in the lobby till 12pm.||It was a long walk to the restaurants within the hotel which I gave up after learning that I was not able to cut through the casino to the main shopping area (not even if you had a Genting Gold member or a hotel pass). The walk to the shopping arcade was easily 10-15 minutes walk where you have to pass the first world B1 (near the escalators) where several men would approach you (if you are a male) handing out name cards for massages and "other services". These people would approach you regardless if you are alone or with a female companion. ||The room was large with very high ceiling, 3 main areas, bathroom & toilet, hall and bedroom. The hall and bedroom could be separated using 2 side curtains and a blind above the headrest.|But as the blinds had a wooden rest, it always knocked as the winds blew.|Furthermore, as the main door area was not carpeted and mine had a 2 cm gap, sounds from the corridor like people chatting or other doors closing was quite loud.||To make matters worse, the hotel was undergoing some renovation works which sometimes you can hear banging early in the mornings (8am) or as late as 2am on a Friday & Saturday night.||The TV was large but had extremely poor reception with only local TV channels without any movie channels (as compared to Genting Grand or Highlands hotel). It was almost close to unwatchable especially the news channels.||Bedding and pillows were comfortable but lacked a touch of finesse like Genting Grand that had a pillow menu for those who may prefer firmer pillows.||The room came with some welcome gifts like a toiletry pouch, teddy bear, fruits and some light refreshment of few cookies and a few Macrons. Nespresso coffee, TWG tea bags and water is available in the room.|If you need more teddy bears, they cost approx USD 20 (RM80).....only 1 regardless length of stay.|The evening turndown service with a small box of macrons was a nice touch. ||Some rooms have motorized curtains and smart panels for lights but mine (2nd-5th night) had manual controls.|I would say the bedroom had a nice view of the hills but sadly for my 2nd room, although the curtains were manually drawn, the day curtain was "locked" such that it could not open, and it caused unbearable glare that I had to close the blackout curtains all the time.||I would have loved to feel the stay of the other rooms like Junior suite but somehow I might still rather have a Executive Suite at Highlands hotel or Normal suite at Genting Grand (as least it comes with a tub for...

I recently had the pleasure of staying at the Crockfords Hotel Genting Highlands and I cannot speak highly enough of my experience. From the moment I arrived, the staff were incredibly attentive and welcoming, ensuring that my check-in process was smooth and efficient. Worth mentioning is their hotel concierge Mr.Jahid. The first thing that struck me about Crockfords was his warm and genuine welcome. He had a genuine smile and a pleasant demeanor that immediately put me at ease after a long day of travel. His professionalism and approachability made the check-in process a breeze, and I was immensely grateful for his efficient handling of my reservation. Mr. Jahid you are undoubtedly an asset to Crockfords Genting Highlands .

The hotel itself is a stunning architectural marvel, nestled in a picturesque location with breathtaking views of gentings higlhands .The lobby exudes elegance and sophistication, with tasteful decor and ambient lighting that immediately set the tone for a relaxing and indulgent stay.

My room was nothing short of perfection. It was impeccably clean, spacious, and thoughtfully designed to provide the utmost comfort. The plush bedding, high-quality linens, and panoramic windows overlooking the ocean made for a truly serene retreat. The attention to detail was evident throughout, from the modern amenities to the thoughtful touches such as a personalized welcome card and a selection of premium toiletries.

The dining options were equally impressive. I had the pleasure of sampling the exquisite culinary offerings at the hotel's renowned restaurant, where the talented chefs created dishes that were as visually stunning as they were delectable. The array of fresh, locally sourced ingredients and the skilled preparation of each dish truly elevated the dining experience to new heights.

Furthermore, the hotel's facilities were second to none.

Throughout my stay, the staff consistently went above and beyond to cater to my every need. Whether it was arranging transportation, providing local recommendations, or simply ensuring that I had everything I required for a comfortable and memorable stay, their attentiveness and professionalism were unparalleled.

The location of the hotel was also ideal, offering convenient access to a variety of local attractions and activities arround Genting Highlands . In summary, my time at Crockfords was nothing short of exceptional. The combination of exquisite accommodations, exceptional dining, world-class amenities, and unparalleled service made for a stay that exceeded all my expectations. I would highly recommend this hotel to anyone seeking a truly unforgettable and enriching travel experience and not to forget their concierge Mr. Jahid once again he is truly an asset to...