The Smokehouse Hotel & Restaurant By The Golf Course Cameron Highlands — Hotel in Pahang

Can't comment about their rooms because we went there for the afternoon tea only. Visited last Sunday with 3 families incl. a British family member (total 14 pax). A very classy English cottage and garden at a perfect location! However, I must agree with others that their staff is unfriendly & unwelcoming. Upon arrival, the Chinese lady at the reception told us we cannot sit in the garden, they're not serving there because it’s going to rain. But as she spokes, they’re serving food to several garden tables right in front of us. The lady didn’t usher us to a table that can fit 14 of us nor to tell us where to go (at least). She just ignored us and left us stood there helplessly. This is our first visit so do you expect us to know where to go?

Apart from the lady at the reception, there were 4 floor staff where 3 of them are Indians, the other non-Indian male floor staff (dressed in a white waiter jacket) came to take order. One of 3 families hasn’t arrived so we asked to split the order i.e., order 1 round of food now, then place another order after the 3rd family arrived. The waiter said no & insisted that we must order all the food in 1 go. I can’t believe that Smokehouse has such a demanding house rule! We ordered 2 sets of their iconic Smokehouse cream tea, but received only 1 set. We queried about it with the same male staff who took the order, he insisted that we didn’t order 2 sets by showing us what he has written down on his order sheet. Obviously, he took the wrong order! We explained to him he didn’t check with us to confirm that he has taken the correct order, nor did he leave a copy of the order sheet on our table for us to check. He stood his ground without apologies!

We asked the same waiter why the afternoon tea wasn’t served on a tier stand and he explained that tier stand is only for high tea, not for afternoon tea. If we want food served on a tier stand, we should go to Lakehouse for their high tea. I’m not an expect in afternoon tea but I’m surprised by this comment. Our British family member was also shocked, being a British, this is the first time she has heard about it. Upon checking, Lakehouse is also serving afternoon tea, not high tea as the male staff claimed and Lakehouse is serving afternoon tea on a tier stand. If this is the Smokehouse way to serve afternoon tea without a tier stand, then just say so – we’ll offer our understanding. But please don’t mislead us with wrong info.

Since we didn’t have enough of food, we placed a new order with the same male staff. After waited for more than 30 mins, we checked and found out that our new order is missing. Did the male staff leave out our new order intentionally? It wasn’t a busy afternoon. They didn’t explain or go to find out why & what happens with the missing order. They just expect us to accept the fact that we’ve wasted 30mins waiting for nothing. Seriously, Smokehouse staff has nil ability to offer basic customer service! Such a terrible customer service will only negatively dent Malaysia’s tourism reputation. They’ve charged us premium but offered a subpar...

I have passed by this beautiful building many times and always wondered how it would be to stay here. Until I tried it and was disappointed. So I tried it again to give my first impression a second chance.

The property, the building, and almost all the facilities are very well maintained and absolutely beautiful. The public bathroom was not very appealing. The rooms are clean, with lots of attention to detail, quality bathroom amenities, and a comfy bed—at least the queen-sized ones. The twin beds could use an upgrade.

The big problem is some of the staff and the overall feeling I have every time I stay here. It does not match the imposing quality of the building or, more importantly, the price you pay to stay here. My lasting impression is not particularly welcoming or friendly. It also heavily depends on who you talk to. But especially the front desk tends to be cold, with a hint of attitude, when it comes to critical questions, or more basic ones for that matter. Our group contained a local person, but a tourist tax was imposed. The environmental fee is something I would be happy to pay if I didn't see single-use plastic bottles in my room.

Breakfast is also a hit or miss. Out of five times, it was only good once. The buffet (a prepackaged fruit salad and oats) does not deserve its name, and there was no option for people with food intolerances. Once again, the staff is dressed for the job, but does not reflect true hospitality in their overall communication. The bar was a similar experience, with menu items not available or miss prized, staff hanging around on the phone, and a corkage fee that rivals establishments in KL's city center. I don’t mind this fee in general, but outside the restaurant, as a guest, i would like to enjoy the premise to its fullest without limitations. We had the wine in the room. I for one, like to stay with properties that have my best experience in mind, and don’t feel like squeezing me for that to the max.

The bottom line is that I would not return or recommend this hotel, based on the price and level of service quality. There are other good options available, both directions on the price ladder. It is just a shame that this property does not live up to its beautiful appearance. Just my...

From the moment we arrived, it was clear that security was non-existent. Throughout the night, we heard suspicious noises outside our room between 12 am to 3 am, yet despite multiple attempts to contact reception via the in-room telephone, Google Maps number, and even WhatsApp, nobody responded. This lack of response left us feeling incredibly unsafe and unable to sleep properly.

Furthermore, the staff's attitude was unwelcoming and unfriendly, completely lacking in hospitality. The breakfast buffet was a joke, consisting of minimal options like orange juice, milk, coffee, tea, cereal, and poorly sliced fruits. The quality of the food, including the apple pie and wine carafe, was subpar, and the staff didn't bother to offer any assistance or refill our glasses.

To add insult to injury, there were glaring security issues with the hotel premises, as anyone could walk in due to the absence of security measures, and the outdated windows and doors posed a risk of break-ins. Additionally, our room was far from satisfactory, with stained sheets, a leaking toilet, and no assistance offered with our luggage upon checkout.

It's worth noting that while you have the option to order breakfast, if you choose to stay in the hotel, you are offered a buffet breakfast, which falls far short of expectations. The lack of professionalism and training among the staff severely detracted from what could have been a pleasant experience at this supposedly "nice" place.

Overall, I suggest seeking alternative accommodations if you prefer to avoid feeling unsafe, unwelcome, and...