Hotel Seri Malaysia Genting — Hotel in Pahang

Absolute NIGHTMARE. I booked 2 rooms with them via Trip.com. When I arrived, I provided both confirmation numbers and my name but the reception refused to acknowledge and simply insisted I only had 1 room booked. They also said that the hotel was fully booked. As it’s close to midnight and I’m with my elderly mum, I had no choice but to make a second booking at another hotel while the Trip.com customer service operator tried to rectify the problem. Turns out there were 2 rooms booked, 1 under my name, the other under my husband’s name. But the receptionist simply chose to disregard the booking confirmation numbers which I’ve provided. Thereafter, I asked the Trip.com customer service operator to help me cancel the second booking since the 2nd room is available for me to check in at Hotel Seri Malaysia. Soonafter, the hotel manager told me that the 2nd room amenities is faulty when I was checking in for the second room when they could have told me earlier. As I had already made a second booking at another hotel, I asked if I could cancel the second room since it’s entirely the hotel’s error to which the manager said yes but I have to liaise with the Trip.com CS operator. However, little did I know this so-called Hotel Seri Malaysia manager was playing a prank on me. After endless to and fro calls, I got to know that the same manager refused to cancel the second room booking and even had the audacity to tell the CS operator that I was the one who insisted on cancelling even though they offered me another room (mind you, I have never heard anything of such from him) so I went over and asked when did you ever offered me another room!?! Thereafter, he tried to come up with all kinds of excuses to cover up for their mistakes and errors. In the end, I couldn’t cancel the second room at Hotel Seri Malaysia and had to incur the loss of the second booking I made at another hotel just because someone couldn’t do their job properly. It’s a joke if someone like that can be a manager.I have attached photos of their so-called family room. Cracked toilet bowl, used soap bar from the previous tenant, dirty sink, smelly bedsheets, yellow-stained towels, no hair dryers. Honestly, I’ve stayed in budget hotels far better than this. Stay at your...

Not recommended to stay at in Genting Highlands.||||1) I make my reservation via call in and ask for a queen size bed for 2 adults. End up i got a room for 3 adults (1 queen bed + 1 single bed). I called down to the reception to have a change of room, apparently she said it was a complimentary upgrade and keep saying that is fine to give us that room but I did not want it. I insisted a few times only finally she agreed to change my room to a queen bed. ||||2) Toilet - Hot water keep going off after few minutes of showering and we had to shower from a hot nice bath to a icy cold bath. This should be fix especially with the temperature in genting highlands! Not to mention the toilet bowl, the flush is broken and it cannot be flused. Bidet has no proper handle to be hook.||||3) The room is without towel or any floor towel given since the flooring outside the toilet was not carpeted, it was all wet every single time we come out from the toilet. Though upon check in, the receptionist did mention that it will send to us as the laundry people will be back but I find it really inconvenience since we wanted to shower the moment we checked in the room. Oh ya, the towel that was send later of the day but were smelly and with stained!||||4) Bed sheet are all with stained - dirty stained and dry blood-like stained.||||5) Room is filled with damp smell and wall and furniture is with all kind of stained. Looks like lipstick stain or I don't know what is it. TV channel were all unable to view except for like 2-3 channels out of I don't know how many channel they have.||||||Really not recommended to booked this hotel. Though the rate is affordable but I think i could get a better boutique or budget hotel...

Extremely Disappointing Experience Poor Service and Incompetent Management

I had a terrible experience during my recent stay, and I feel compelled to share it to prevent others from going through the same.

I booked two rooms for a family trip through Trip.com. However, upon arrival, the front desk staff insisted that I had only booked one room, despite me showing them a receipt with two separate confirmation numbers. Shockingly, the staff ignored the documentation and continued chatting among themselves, showing a complete lack of professionalism and urgency.

Since they claimed all rooms were fully booked, I had no choice but to book another hotel. I then called the Trip.com operator, who confirmed that I had indeed booked two rooms. When I returned to the front desk to clarify and check in for the second room, the manager informed me that the air conditioner in that room was broken and offered only two options: accept a fan instead or cancel the booking.

I chose to cancel and contacted the operator again, only to be told that the manager refused the cancellation, falsely claiming that I insisted on canceling and that a replacement room was actually available—information that was never mentioned to me at any point during the conversation.

This experience reflects a serious lack of communication, professionalism, and responsibility—especially on the part of the manager, who was rude and unhelpful throughout the process. It’s unacceptable for a 3-star hotel to operate with such disorganization and poor customer service.

I sincerely hope upper management takes appropriate action. For future travelers, I strongly urge you to think twice before...