Frequently Asked Questions
If you have any questions, please take a look to see if they are listed below. If you can’t find what you are looking for please contact our team.
Our Santai Spa FAQs can be found here.
WHAT IS THE DIFFERENCE BETWEEN THE ROOM TYPES?
Standard rooms are our accommodation-only rooms with no added extras. The Superior Room includes the same accommodation but also a fully stocked mini-bar, free car parking, a robe and slippers, the option of a wake-up call, and a newspaper. Baths and walk-in shower options are available on request and are subject to availability. The Superior Rooms also include spa access during all opening hours, subject to availability.
WHAT DO I GET IN THE MINI BAR?
- 2 mini bottles of prosecco
- 2 cans of soft drinks
- 1 can of beer
- 2 chocolate bars
- 1 pack of mints
- 2 packets of crisps
- 3 spirits & mixers (cans)
- You also have a range of teas and coffees available
Please note that variations and brands in the mini bar are subject to change and availability.
WHAT TIME CAN I CHECK-IN FROM?
Guests can check in from 3pm.
WHAT DO I NEED TO CHECK-IN?
The following may be required at check-in:
- Pre-authorisation is required (if paying via credit card) for all charges outstanding or incurred during your stay.
- A deposit is required (if paying by debit card) for all charges outstanding or incurred during your stay.
- Card details are required (if the booking is pre-paid) to be held as a guarantee for all charges outstanding or incurred during your stay.
- Valid photographic identification. This must be a government issued photographic ID i.e. driver's license or passport and photocopies can not be accepted.
- If your booking has been pre-paid, card details will be required on check-in to be held as a guarantee; no charges will be made against this card unless guest conduct terms (below) are not followed, i.e. damage to hotel property or charges are incurred during your stay.
CAN I GET A LATE CHECK-OUT?
Late check-out may be possible, subject to availability and must be pre-authorised by our reception team. It is £15 per hour after 11am. The team will be happy to check if this is possible for you at check-in / during your stay.
DO I HAVE SPA ACCESS?
Spa access is available to hotel guests for 1hr 30mins, 7am - 10am & 3pm - 9.45pm, subject to availability. Last entry is 9pm.
Hotel guests must check-in at the spa reception desk to access the facilities. Access to all areas of the spa, including the pool is restricted to over 18s only.
Arrival / Departure Spa Access
Day of arrival: 3pm - 9.45pm
Day of departure: 7am - 10am.
The spa can get busy at peak times and if it is full you will be added to a waitlist and contacted as soon as space is available. Spa access is for 1hr 30 mins and last entry is 9pm. We do not take bookings in advance for these slots as they are on a first-come, first-served basis. Our team will be happy to help you at check-in and answer any of your queries. Hotel guests will also be provided with robes and slippers on entry if they have booked a treatment.
WHEN AND WHERE IS BREAKFAST?
Breakfast is served 6.30am – 10am during the week and 7.00am – 10.30am on weekends. It is served in Sky Bar & Restaurant and includes a full English-style buffet breakfast and continental options - you can see the full menu here. Dietary requirements can be accommodated upon request.
An adult breakfast is £14.95 when pre-booked or £18 to walk in on the day.
Breakfast for children aged 5 -11 years old is £9.95
Children aged 0 - 4 years old receive breakfast for free.
Hotel guests will also receive 10% off other food and drink bookings at Sky Bar & Restaurant during their stay. More info here.
ARE THERE EV CHARGERS AVAILABLE?
There are four EV chargers available for guests who have booked car parking in our hotel car park. There are 7kw and 22kw chargers available at 29p per kWh. There are an additional 7 charge points in the Resorts World multi-storey car park (on level B) for guests who are parked there.
CAN I HAVE AN INVOICE EVEN THOUGH I HAVE BOOKED THROUGH A THIRD PARTY?
If you have paid through a third party, you would need to get your invoice from them.
WHAT DETAILS DO I NEED TO REQUEST AN INVOICE FROM THE HOTEL AFTER I HAVE DEPARTED?
You will need:
- Booking reference number
- Dates of stay
- The name the reservation is booked under
- The first line of address
- Postcode and the payment method used
CAN I PAY IN CASH?
No, Genting Hotel is now fully cashless. All major credit / debit cards and mobile payment is accepted.
IF I DO NOT HAVE ID CAN I CHANGE THE RESERVATION TO MY PARTNER/FRIEND'S NAME?
No, the reservation would need to stay under the name it is booked under.
HOW OLD DO I HAVE TO BE TO BOOK A ROOM?
All bookings must be made by guests of 18 years or over.
CAN I ADD ON ADDITIONAL GUESTS?
If you have booked a deluxe double room and would like to add additional guests please contact the team on 0121 273 1000. These rooms can be booked for 2 guests online, the maximum occupancy is 4 with a charge of £55 per person for guests 3 and 4.
HOW OLD DOES MY CHILD HAVE TO BE TO HAVE AN EXTRA BED/HOW MUCH IS IT?
Extra beds are available for children aged 12 years and under and have a charge of £15. To book an extra child’s bed simply contact our reception team.
HOW CAN I ARRANGE FOR FLOWERS, CHOCOLATES OR OTHER EXTRAS TO BE PUT IN MY ROOM?
We have three upgrade packages and plenty of finishing touches that you can add to your stay. Contact us at reception and we will arrange it from there. Please ensure that if it is a surprise, you make us aware to ensure everything runs smoothly.
WHERE CAN I LEAVE FEEDBACK FOR MY STAY?
You could email us directly or leave feedback on our TripAdvisor page. Please speak to reception on departure for a card.
HOW DO I ENQUIRE ABOUT LOST PROPERTY?
If you’ve lost an item during your stay at the Genting Hotel, please report the item to our reception team and we’ll be in touch as soon as possible.
DO YOU HAVE A LAUNDRY SERVICE AVAILABLE?
Yes, from Monday - Friday. The laundry would need to be brought down before 8am and returned later in the day, usually around 5pm.
CAN I LEAVE LUGGAGE WITH YOU ON THE DAY OF DEPARTURE?
Yes, just see one of our concierges and they will assist you further. Any luggage left with us is in a secure and monitored area.
WHEN IS THE HOTEL RECEPTION OPEN?
Our reception team is available 24/7.
You can also reach our security team and be ensured that we have 24/7 monitoring for security and your protection.
DO YOU SELL GIFT VOUCHERS?
Yes, you can purchase a range of gift vouchers for Genting Hotel and Santai Spa online here.
CAN I USE APPLE / GOOGLE PAY?
Yes, Apple and Google pay are accepted throughout Genting Hotel and Santai Spa.