GEO38 Prime Suites Genting Highlands

Stay was excellent. 2 bedrooms apartment. Rooms were big enough to accommodate 5 of us. Check in was smooth and easy.

Self check in with clear instruction. Host contactable through phone. Cleanliness is acceptable though with a few flaws - floor sticky (no slippers provided), some corners dusty/old and one towel with red stain. Location is surrounded with eateries and about 20mins drive to Genting theme park

I stayed at GEO38 managed by 7Stonez and had a very poor experience. The cleanliness was unacceptable. The swimming pool had cigarette butts, which is very unhygienic and not suitable especially for families with children. The room condition was also disappointing. The door could not be locked properly, which is a serious safety concern. The TV was not working, and overall maintenance was clearly lacking. Despite raising these issues, the response from management was not satisfactory. Offering only a late checkout is not enough to compensate for multiple problems affecting safety, cleanliness, and comfort. Overall, the property has potential in terms of location and space, but poor maintenance and lack of proper management make it not worth the stay. Would not recommend unless improvements are made.

The door was damaged, and the air conditioner was making a very loud noise. The room was also not cleaned properly and was not as clean as expected. Overall, I was quite disappointed with the condition and cleanliness of the room. I hope the hotel can improve its maintenance and cleaning standards to provide a more comfortable stay for future guests.

FORMAL COMPLAINT AND CONSUMER WARNING I am writing to formally express my serious dissatisfaction with the way this hotel has handled my situation. What is most unacceptable is not simply the booking issue itself, but the hotel’s extremely irresponsible attitude, lack of communication, failure to respond, and complete disregard for the consumer’s situation. As a customer, I made every effort to contact the hotel regarding my booking and to resolve the matter properly. However, the hotel repeatedly failed to provide any proper or meaningful response. The most unacceptable part is that the hotel’s failure to respond has left the consumer unable to resolve the booking and unable to obtain a refund, while the financial loss is ultimately left for the consumer to bear. If the hotel has a strict no-refund policy, the hotel should clearly communicate this to the customer. If the hotel does not agree to a date change or cancellation, the hotel should clearly state the reason. However, instead of providing a clear response or making any reasonable effort to handle the situation, the hotel simply failed to respond and left the customer waiting with no proper resolution. The total amount paid was RM276, yet because of the hotel’s lack of response and failure to properly deal with the matter, the consumer was left in a position where the booking could not be properly resolved and the payment could not be recovered. This is not simply a matter of poor customer service. It reflects a serious lack of responsibility towards customers who have already paid for the hotel’s services. Customers deserve at least basic communication, respect and reasonable assistance. Even if the hotel is unable to approve a cancellation, refund or date change, the hotel should still communicate properly and handle the matter responsibly. Ignoring customers and refusing to provide a meaningful response, while allowing the customer to suffer the financial consequences, is completely unacceptable. I am extremely disappointed with the way this hotel treats its customers. A hotel should not only provide a room; it should also demonstrate basic responsibility and professionalism when customers encounter problems. WARNING TO FUTURE CUSTOMERS To anyone considering booking this hotel, I strongly recommend that you think carefully and proceed with extreme caution before making a reservation. Please be particularly careful if your booking may require a date change, cancellation, refund or any special arrangement. Based on my experience, customers may face serious difficulties communicating with the hotel, prolonged lack of response, and the risk of being left to bear the financial consequences when a problem occurs. Do not simply look at the hotel’s photos, price or advertised services. Consider how the hotel treats its customers when something goes wrong. A hotel may have its own policies, but it should never be acceptable for a customer to suffer financial loss simply because the hotel chooses not to respond or properly deal with the situation. This experience has completely changed my impression of this hotel, and I sincerely hope other consumers will think twice and carefully consider the risks before making a booking.

Nice place & spectacular view from the balcony. Cold breeze throughout the day & night

good apartment for many poeple. also the clean apartment and easy to find location