Premium Suites d'Lement @ Genting Highland

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Quite comfortable stay

Horrible experience and completely not worth the money. We are generally quite okay with budget rooms and even are able to handle some uncleanliness but the conditons of this room was so bad we ended up not even staying as the room was so disgusting. Had to book another room the actual night, due to how bad the condition was and unhelpfulness of customer service to switch rooms or accomodate refunds 1. Confusing customer service: Check in was confusing and the contact number provided was not helpful at all, asked what the procedure was and just told me check in was at 3, and did not provide other information. Had to ask other people on ground how to check in and got lost for about 30 mins. 2. Room was disgusting, which we found out was because the window was broken (see image) and was not able to close, letting the cold damp air into the room. There was a bad smell which can only be assumed to be mold or something rotting. The bed sheets and pillow were all cold and damp, and the furniture was incredibly disgusting and looked like it was rotting. The room was also so cold we basically had to wear jackets. The floor was also super dirty and sticky, and full of debris on your feet after walking in it. 3. Customer service did not offer to change room, basically telling us we had to deal with the horrendous room conditions. Completely not worth the stay, as other properties offer cheaper rooms with much better conditions (the room provided by premium suites was barely considered liveable)