When a hotel advertises itself as a five-star property, there are certain standards that one expects. Even more so when it’s tied to a big name in hospitality, like Wyndham.
Sadly, Wyndham Ion Majestic Genting Highlands fails to meet these expectations. One of the reasons I chose to book a two-bedroom stay here over the holidays was because I wanted to treat my family to a luxury stay. The experience, however, fell far short of the hotel’s supposed high-end rating.
Opened in mid-2024, Wyndham Ion Majestic Genting Highlands is perched at about 6,000 metres above sea level and is a short drive downhill from the main Genting Highlands casino and entertainment area. The road there is narrow and windy, ending in a cul de sac where you’ll find the towering complex where Wyndham Ion Majestic is located, alongside two other properties: Grand Ion Delemen and 1001 Nights Hotel.
Check-in Process
We arrived at 3.20pm – already later than the 3pm check-in – so I was surprised to find the lobby still packed with guests waiting for their rooms. The self check-in kiosk didn’t have my booking recorded in the system, so it had to be done manually.
Now, I understand it was peak season (Lunar New Year) and the hotel was probably shortstaffed, so I was prepared for an hour’s delay. Two hours, however, felt unreasonable, especially with elderly parents in tow.
There was nothing we could do but wait, but the fact that staff did not deign to offer any sort of compensation for the inconvenience speaks volumes to their level of service.
Most of the front desk staff seemed inexperienced and the process was chaotic – some called out the names of guests to inform them when they could check in, but ours did not. Close to 5pm, I got up to check – and was told that the room was finally ready.
Having wasted two hours, I inquired if we could at least get some vouchers for dining to make up for time lost, but my suggestions were brusquely shot down by a managerial staff, who stepped in to take over from the younger staff. In the end, my hard-won negotations netted us… an hour’s late check out. It didn’t feel pleasant, having to ask for what should be given as service recovery, so the stay was already off to a bad start.
Rooms
The two-bedroom option spans 700 sq ft and includes a living and dining area, a bare bones kitchenette, and one bathroom. There was a musty odour immediately upon entering. I made a beeline for the balcony since I wanted to get some fresh mountain air, but the sliding door was sealed shut – my brother, mum, and I took turns trying to open it, thinking that we weren’t doing it correctly. Nope. It just wasn’t opening. More points docked.
The bed in the master bedroom was, at least, comfortable, and there were plenty of pillows. Next to it was a safe and a closet with bathrobes and slippers. There was also a workdesk, although the placement made the room cramped. Curtains were not hooked properly – it’s a minor thing, but as I said, if you’re marketing yourself as five star, these details are what travelers look out for, especially ones who have experienced luxury stays.
While our bed was good, the same cannot be said of the other room, which my dad and brother slept in. This one had more empty space to manoeuvre around in and also featured a work desk and closet. The bunk bed, however, had lumpy mattresses. They weren’t even thin, just lumpy and mishappened (you can see it in the picture) and just very uncomfortable. It’s a good thing we only stayed for one night. I appreciate my brother and dad’s sacrifice – if I were to sleep in those beds, I’d be a zombie the next morning and as the designated driver, would probably get into a crash going downhill.
The TV had okay channels, although some had poor reception, so it felt like watching TV back in the 90s with the grainy picture quality and bad sound. The Wifi was also spotty in places; thankfully mobile reception was good even though we were up in the mountains.
The bathroom didn’t feel clean, as it felt like housekeeping did a rush job (I don’t blame them, I think they are overwhelmed and understaffed) . The floor still had a slippery residue (although there was a mat to prevent slipping). Amenities were basic and did not feel luxury at all. You can find better stuff in a three-star hotel or even some Air BnBs. No lotions were provided.
The chairs at the dining table were extremely heavy and everytime we moved them we had to drag them across the floor, creating loud scraping noises that surely would not have been appreciated by occupants downstairs.
The overall workmanship of the furniture and interiors felt cheap and shoddy, wooden cabinets felt like they were made of cheap high density fibreboard, and there were scuffs and marks on the entrance door.
Dining
Wyndham Ion Majestic is situated about 15 to 20 minutes from the Genting Highlands main entertainment area, so unless you want to drive or take the shuttle (which needs to be booked in advance) food options are limited to the restaurants within the hotel. I don’t recommend driving out after dark because as mentioned, the road is windy and there aren’t too many street lights.
There is a decent selection of F&B that caters to different budgets, the most popular being Hard Rock Cafe Genting on Level 50, touted as the second highest in the world. Prices match its lofty location, with signature burgers setting you back about RM70.
We opted for an affordable, kantina-style meal instead at The Majestic Pizza on Level 12. Aside from classic pizzas like Beef Pepperoni and Margarita, it also serves fusion Asian dishes like fried rice and noodles. Portions were quite generous, and the pizza was decent.
Other dining options include Cloof Caffe and Bar on the ground floor, Souper Hot on Level 50 (which serves Yunnan-style stone pot cuisine) and Ambrosia, the hotel’s all-day dining venue. If you’re on a budget, there’s a 7-Eleven in the adjacent building and a small convenience store nearby where you can enjoy instant noodles and snacks.
Facilities
The Atrium on Level 13 is where you’ll find most of the hotel’s facilities, which include a heated indoor pool, a jacuzzi pool, and a kids pool. The size of the pools are relatively small when you consider that the hotel has over 800 rooms, so it can get crowded on weekends and during peak season. The infinity pool is surrounded by floor to ceiling glass windows, offering breathtaking panoramas of the moutains on clear days.
Other facilities include a Theatre Room for movie screenings, a sauna and steam room, a wellness centre, and a boutique spa for relaxation. For families with children, there is also a Kids Playroom and Game Vault open from 10am to 6pm daily, with reservations required.
I woke up early to make use of the fitness facilities, which are basic but adequate: three treadmills, a few bicycle machines, three strength training machines, exercise balls, and various weights. There are lockers for you to keep your belongings. Unfortunately, it was extremely foggy during my visit, so I couldn’t enjoy the views.
We also ventured to the hotel’s rooftop terrace, dubbed Sky Garden. It is only accessible from a specific lift (from the lobby entrance, look left for the ‘Hoverland’ counter and take the adjacent lift to R). The open space up top should give you sweeping views of the valley below and its surroundings.
Our visit, though, was unusually foggy, and precipitation was so high that my mum’s cotton jacket was soaked in seconds. The weather was freezing, and the wind howled ferociously, whipping our hair across our faces. It’s not common to experience this sort of temperature and climate in tropical Malaysia, so this was the highlight of our stay.
Final Thoughts
Overall, was it a passable stay? Yes. The rooms were spacious enough and some of the facilities such as the gym were decent. Service, however, needs massive improvement, as does the hotel’s cleanliness levels. Calling it luxury or five-star is a stretch. At least I would not have been disappointed if they hadn’t marketed it so, and would have tempered my expectations. Unless they make major improvements, I don’t think I will be making a return visit. 2.5/5.
| Pros | Cons |
| – Lofty location on the hillside, panoramic mountain views -Paid shuttles available with advanced booking – Various facilities such as gym, indoor pools, spa – Decent F&B options that cater to different budgets, easily accessible convenience stores – Spacious rooms – Complimentary parking for guests | – Not centrally located, about 15-20 minutes drive from main entertainment hub – Poor housekeeping and general cleanliness in rooms and public spaces such as toilets (mum found poop on the floor when she went to one of the common-area toilets) – Poor service – Basic in-room amenities – Spotty Wifi and TV reception – Poor value for money – Just does not feel like a five star hotel |
Trivia: Wyndham Ion Majestic Hotel is highly rated on Google (4.7) but mediocre on Trip Advisor, at just 3.3. Why that is, I wonder.
WYNDHAM ION MAJESTIC HOTEL
69000 Genting Highlands, Pahang
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