Resorts World Genting - Crockfords

I stayed at Crockfords Hotel Genting in early October 2025 and was genuinely disappointed by the level of service — especially for a hotel that claims to be Malaysia’s leading luxury property. On 3 October, I approached the concierge Duty Manager around 9:40am regarding the hotel Wi-Fi, which kept showing an “invalid credentials” error. Instead of taking the initiative to verify the problem — which turned out to be something as simple as incorrect login details given at check-in — he insisted that the IT team would need to come into my room to fix it. Later in the day, another staff member resolved the issue within minutes by simply checking the credentials. It’s baffling how the Duty Manager couldn’t do something that basic. Throughout my stay, I also noticed that many of the staff seemed lost and unsure of how to handle simple situations — almost like the blind leading the blind. There was a clear lack of coordination and communication among them. The breakfast experience was another major letdown. I had breakfast there for three consecutive days, and throughout, the food was never hot — the noodles in soup were the only consistently warm item served. To make matters worse, the staff did not communicate properly among themselves. On one morning, we were told to wait while a table by the window was being cleared for us. After waiting a good five minutes, another group of guests was allowed to take the exact table we were waiting for. The explanation given was simply that “the other guests wanted the table.” Completely unacceptable for a hotel of this supposed calibre. The only saving grace was the Duty Manager working on 5 Oct and overseeing the breakfast buffet, who was attentive, proactive, and took the initiative to check if guests needed drinks or assistance. His professionalism truly stood out amidst the confusion elsewhere. For a hotel that boasts winning the Forbes Travel Guide 5-Star Award seven years in a row, this experience was frankly a joke. The gap between Crockfords’ reputation and its actual service standards is staggering. Truly disappointing and nowhere near what one would expect from a so-called luxury hotel. PS: At least the view was great.

Room with luxuriuous decor and amazing view of Genting Highlands. Bed and pillows are very comfy. Various welcome gifts during stay. Shower room with sauna function. The marble flooring and wall for the bathroom enhance the elegence of the room. Toiletries and bath amenitiea are well stocked. It was unfortunate the swimming pool was under renovation. Breakfast was ala carte and taste mediocre. The service was underexpectation for a high end hotel. No welcome drink. Not inform of breakfast location or available amenities. Probably because of my late check-in. My room was seconds last unit and rather far from the lift lobby. Overall, still highly recommended to stay when at Genting mountaintop.

Received warm welcome gifts in the room & check out gifts. Lobby & main restaurant under major renovation, else the experience wud be perfect.