Our Genting Guarantee

Stringent cleanliness and safety measures to keep your stay safe

We’re excited to give you a big warm welcome back to Genting Hotel. Our guests’ happiness and safety has always been at the heart of what we do and now it is more important than ever.

Our teams have been planning throughout lockdown to ensure that when we reopen you can feel safe and confident to return and enjoy the Genting Hotel experience. Below, we will run through some of the many changes that we have made around the hotel to help both our guests and teams stay safe.

It is our Genting guarantee to you that these safety and cleanliness procedures are carried out to the highest standard so that you can enjoy the same relaxing visit you remember with added peace of mind.

Keeping you informed

When you arrive in your room, you’ll find a sealed envelope with your welcome information and a document that explains our safety and cleanliness commitments in detail. This will be updated as restrictions are lifted in future, so you can rest assured that you will always have our most up to date information.

Social distancing & public areas

Clear, easy to follow signs and floor markings are in place in all our public areas to help our guests keep a safe social distance and our team is well trained to guide you every step of the way. All public spaces are fitted with contactless hand sanitisers and our surfaces and key touchpoints are regularly disinfected.

Housekeeping & cleanliness

Our award-winning team have implemented industry leading safety and cleanliness procedures. For your peace of mind we are using the latest technologies and the best cleaning products. We have removed some non-essential items from the room for your safety, but all amenities will be available upon request – delivered in a safe way. We have also developed an 11 point deep clean routine for our rooms (outlined below), after which the room is signed off and sealed so that no one else enters until you do.

Check in / Check out

Everything in our hotel lobby is regularly disinfected, from surfaces to pens, key cards and trolleys, so you can feel safe from the beginning to the end of your stay your stay. Clear signs will show you where to wait for check in and how to move safely through the lobby. Our friendly team will also be there to help and guide you.


  • Once a guest has checked out, we wait 24hours before entering wherever possible to reduce risk for our team and make it safer for them to enter.
  • Linen is stripped and carefully handled according to our new procedures as we send it for laundering. Once clean, it is sealed in a bag for protection before use.
  • Bathrooms are deep cleaned, including all washing facilities, toilets, towel rails and door handles.
  • Our full furniture clean incorporates every piece of furniture in the room, from chairs and tables to headboards.
  • Fixtures and fittings are fully disinfected, including light and lamp switches, plug sockets, fridges, coffee stations and telephone equipment.
  • Televisions are not forgotten. We clean everything from the remote control to the TV buttons.
  • Door handles are disinfected.
  • Windows and curtains are cleaned.
  • Wardrobes and their full contents are cleansed including hangers, drawers, safes, irons, ironing boards and hair dryers.
  • A final management check must then be carried out to make sure that nothing have been missed before the room is signed off
  • Rooms are sealed after sign-off, so that when you arrive in your room, you can be certain that no one else has entered since the cleaning took place.

Our goal has always been to provide awesome experiences and that goal remains the same. We hope that this information has reassured you that we’re going above and beyond to keep you safe and secure so that you can simply relax and enjoy your experience and leave any worries to us.

We’re excited to welcome you back very soon.

See our key safety measures

Reopening FAQs

​We know you’ll have some questions before you check-in. Some key FAQs are below and our team will be on hand to answer any questions you have during your booking or once you arrive.

Will I be able to access the gym and spa?

Our gym and spa are currently closed due to Government guidelines. We’re delighted that the Government has confirmed that gyms and swimming pools are able to open from 25th July. We can’t wait to re-open, but the safety and wellbeing of our members and our team is the most important thing to us, and before we confirm a date and details for our re-opening, we need to make sure that all our new policies and procedures are perfectly in place

Our team has been working hard over the lockdown period to identify and implement the changes we need to make, so please bear with us as we finalise the last few details. We will be in touch very soon with an announcement – there won’t be long to wait.

If I need to cancel a reservation suddenly, what can I do?

For added peace of mind, we have a flexible cancellation policy for our reopening period (17th August - 31st October) so if anything changes in your circumstances you can cancel up until 2pm on the day before you check in. Simply contact our reservations team and they will be happy to help.

Will breakfast be available?

​We’ll be serving breakfast in our award winning Sky By The Water restaurant. For extra safety and peace of mind we are temporarily changing our breakfast from a buffet to menu and table service. You will find a tick-box menu in a sealed envelope in your room, which you can fill out and bring with you to breakfast, or your server can provide you with a menu when you arrive so that you can order at your table.

What is open at Resorts World?

​Most of the shops are now open and the restaurants and leisure facilities are beginning to reopen over the coming weeks. You will be able to enjoy many awesome shopping, dining and leisure experiences during your stay. For a full list of everything that will be open when you visit see their latest news here.

Will room service be available?

​Yes, there will be room service available. More information will be available in your room once you check-in or a member of our team will be happy to help you.

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