Hotel Seri Malaysia Genting Highlands

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 own risk, ppl.

Everything ok. Room cozy and clean

So far so good