Cameron Highlands Resort

Our room was excellent, and the children loved feeding the koi fish and playing ping pong in the games room, though it gets hot in there and could use air conditioning. We had a fun, delicious steamboat dinner; the forest-view seats are more comfortable than the sunken sofa cushions. Breakfast was good quality, if limited in variety. The afternoon tea space is lovely, with piano music, but when I asked about ordering one set instead of the couples' set, a staff member rolled their eyes, shook their head, and dismissed me. They also intercepted me when I tried to ask someone else for help. At this price, that treatment was unacceptable. We arrived with our young children, aged one and five, and overall enjoyed the one-night stay. At check-in, Chloe told us there was a RM175 charge per child, though the travel app showed “Your Children Stay Free,” and I'd entered their ages when booking. When I showed that the offer still appeared in the app, she called it a “glitch” and eventually waived the fee, but didn't apologize. It felt like I had to plead for something we were entitled to, and a simple acknowledgement would have helped. The property, amenities, and food were strong, and we'd return and recommend the resort, especially to families with young children. The inconsistent service needs attention; staff should match the quality the resort promises.

The hotel looked pleasant when my wife and I checked in, and our room was spacious and nicely decorated. Soon after, I went to the car for some things. When I came back, my wife had fallen in the bathroom while leaning on the sink to steady herself. The marble counter gave way and bruised her left arm. The shower cubicle partly broke her fall, and thankfully she wasn't seriously hurt. The marble had apparently broken before and been badly repaired, resting on scattered small pieces of cardboard and held with some kind of adhesive. It wasn't secure, and split as she leaned on it. I'm horrified thinking what could have happened to an elderly guest, or if her head had hit something. I called reception, but the response was so slow that I eventually went to the desk myself. A maintenance worker came, said it couldn't be repaired, and left. The duty manager arrived later and twice seemed to suggest we had caused the damage. His impassive response to my concerns was that he would check the room records. I couldn't sleep properly, worried the hotel might charge us, and deeply offended by the insinuation. He should have apologized, asked how my wife was, and considered compensation instead of delaying judgment until he'd checked the records. His response was almost as shocking as the counter collapsing. We'd planned to explore the area and go hiking after check-in, but the incident took so much time that we lost much of the afternoon. The next morning, the so-called compensation was an offer of dinner, which didn't reflect how serious or traumatic this was. I declined; after the poor-quality breakfast, I didn't want to try dinner there. They also moved us to a less nice room instead of upgrading us. We stayed two nights, but despite the location and the hotel's polished image, the experience was unsatisfactory and unpleasant. I wouldn't recommend risking a stay.

The only drawback was having no lift, so we had to use the stairs to get to our room and the dining area. Otherwise, our three-day, two-night birthday trip with my husband was a lovely experience from the start. The room was clean and comfortable, with luxurious furnishings and layout. The service went beyond the usual to make sure we were happy. Breakfast was delicious, the waiters promptly refilled drinks and checked if we wanted more, and dinner was also very high quality. I'd recommend this place to anyone looking to stay in Cameron Highlands.

For nearly RM1k a night, I expected a quieter room with better sound insulation. Motorcycles and lorries passing by could be heard every time, which made the stay less peaceful. The lobby and all-day dining area decor were the only places that felt five-star.