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  • Complimentary Room Terms & Conditions

    Complimentary Room Terms & Conditions

    Best Available Rates: Complimentary Entitlement

    Effective 01.09.2017, all international tourists (non-Malaysians) will be charged a Tourism Tax of RM10 per room per night in accordance with the Tourism Tax Act 2017. This tax will be collected upon check-in.

    *Guests are exempted from the Tourism Tax from 1 July 2020 to 30 June 2021.

    Promotion Information

    a) All information provided is correct at the time of publication.
    b) Members are allowed to reserve 01 complimentary room only on a single check-in date, unless otherwise stated.
    c) Prices and entitlements may vary depending on the booking and travel periods.
    d) All entitlements are valid on the dates stated and cannot be exchanged for cash.
    e) Any unutilized complimentary room will be forfeited according to the expiry date of the promotion.
    f) All room rates in this promotion are subject to change at any time without prior notice at the Management's discretion.

    Confirmation of Booking

    a) Please note that the confirmation of your reservation is subject to room availability on a first come, first served basis. Other terms and conditions may also be reasonably imposed upon confirmation.
    b) Room booking is considered final upon issuance of a confirmation email and receipt of full payment. Please email us at  customercare@rwgenting.comimmediately if you do not receive a response from us after 24 hours.
    c) Failure to check-in will be considered as a no-show and a penalty fee will be charged.
    d) Members are encouraged to log in to their account before making a reservation to enjoy exclusive offers. Refund will not be given for reservations made without members’ login.


    A room booking that has been confirmed cannot be transferred to another person. Guests are not allowed to check-in on behalf of another person.

    Check-in (via reception or kiosk)

    a) Guests must present the following documents at the respective hotel's reception counter upon check-in:
    - Original identity card (NRIC) or passport
    - Genting Rewards card (used during booking)
    - Confirmation email
    b) Should there be any discrepancy with the details provided in any of the documents, the reservation will be considered invalid and refund will not be given.
    c) The official check-in time is from 3pm onwards.
    d) The official check-out time is 12nn (except for First World Hotel, where the check-out time is 11am).
    e) A room deposit, to be made either by cash or credit card, is required upon check-in.
    f) To request an invoice, please speak to the hotel front office upon check-out.

    For Highlands Hotel only

    Please download the Resorts World Genting mobile app to check-in online and receive the Digital Key for your room. Alternatively, you may use a kiosk at the hotel lobby to check-in on your arrival.

    For Resort Hotel & Theme Park Hotel only

    Surcharge applies for the following service:

    Early Check-in Surcharge

    6am – 9am RM20

    9am – 12nn RM10

    12nn – 3pm RM5

    For First World Hotel only

    Surcharge applies for the following services:

    Early Check-in Surcharge

    6am – 9am RM20

    9am – 12nn RM10

    12nn – 3pm RM5

    Check-in via the Front Office counter
    (for eligible guests who did not use the Express Self-Service Check-in Kiosk)


    Luggage delivery/ collection services by bell counter personnel

    RM20 per luggage

    Refundable deposit for each trolley on loan for luggage self-service

    RM20 per trolley

    Late check-out charges will be imposed after 11am

    Please enquire at the reception

    Special requests (connecting room/ mountain view/ near lift/ choice of room by location)

    RM5 per transaction

    - All rooms are automatically assigned at the Express Self-Service Check-in Kiosk by the hotel booking system according to the room category.
    - Request for bedding type and non-smoking floor are free-of-charge.


    a) Complimentary room reservation is non-refundable if the room and/or package is cancelled or not used (no-show) and will be considered utilized.
    b) Charges do not apply if room is cancelled at least 48 hours prior to the date of arrival.
    c) Failure to check-in will be considered as a no-show and a penalty fee will be charged.


    Penalty Fee



    Genting Grand


    Highlands Hotel


    Resort Hotel


    First World Hotel


    d) The Management reserves the right to alter, amend, delete or add to the stated terms and conditions or withdraw a promotion at any time without prior notice.
    e) By confirming a room reservation, you are deemed to have agreed to the stipulated terms and conditions. Disputes will not be entertained.


    Amendment or cancellation of payment and reservation made on PACKAGES and SPECIAL RATE promotions will not be entertained.

    Our liabilities in respect of any loss or damage to the items belonging to a hotel guest are governed by the Innkeepers Act 1952.


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