I have stayed at this hotel countless times, 10 times at the last count, if I was not mistaken. However, this is the first time staying here that I do not give the full 5 star rating. Some of my complaints might border on nit-picking; having been a regular guest not only here but numerous other YTL Hotels, I know how the service should be, so when something was not to expectation, it became a glaring issue. But some issues were major issue that needed to be looked into. Be forewarned that this is a long review. To whoever reads this, if you think this is beneficial, go on and read this and act on it. Let us start with the reservation. Did the booking through the hotel official website as always. Noticed that the interface was different than before. Managed to do the booking and upon confirmation, I noticed that the response from the hotel stated that the booking was for 1 adult. I had to call the hotel to rectify the issue. My first complaint, the call was not answered. For a 5 star and a member of a Small Luxury Hotels, this was unacceptable. Tried calling again and this time it was answered by the helpful Mr Yau who managed to sort thing out. Met Mr Yau personally at the hotel and the hotel should be thankful to have him working at the hotel. Kudos to you Mr Yau. I rechecked the booking interface and I couldn't find a selection where one can indicate the number of person staying, there was a selection for the number of rooms one would like to book though. Having been here for countless time, on my previous stays, I was greeted on a first name basis upon entering the lobby. But since I have not come here for quite a while, and with new faces at the hotel, I did not expect people to remember or even recognised me. Thus, I was a bit surprised when the head security Mr Khadag, greeted and recognised me. Another one great employee of the hotel. Kudos to Mr Khadag. Check in was quite straight forward, though I miss the time when the staff would simply say "Welcome back Mr Adli. We reserved you your regular suite (which is Junior Suite 23)" and when I presented them my credit card, they simply said, "We do not need that from you. You are coming home and we know you". However, there was really no complain on the check in process itself or the staff who handled the check in. Although, as I did the booking quite last minute, I did not managed to secure my regular Suite 23 and was given Junior Suite 25 (again thanks to Mr Yau for reserving that suite for me). Again, kudos to the job well done by the Front Office staff. Suite 23.....upon entering it was as expected, though I miss the little personal touches in the form a personalised signed welcome letter by the hotel Assistant Executive Manager, as was practiced by the previous managers (Mr Emmanuel, Ms Tanzie, and Ms Dashni) and touches like a small platter of fresh strawberries. Mind you, this was not because I was a regular customer, I received this even on my first ever stay here. Now, for my major complaints.....for those reading this and not familiar with the layout of the suite, the bathroom comes with a shower cubicle and a separate bathtub. There was no issue with the bathtub. However, the rain shower, the one on the ceiling, was not working properly. The water pressure was really very bad that the water came out trickling out of it. The hand held shower was working though. Brought up the matter to the reception, even talked to the Front Office Manager, Mr Kimie, but it could not be resolved because it required major work. This should not have happened in the first place had the Housekeeping did their job properly in ensuring that all the facilities in the room worked as they are supposed to. Housekeeping.....having stayed here many times before, and at other YTL Hotels like Pangkor Laut Resort, Gaya Island Resort, The Majestic Melaka, Tanjong Jara Resort and at other 5 star places like Mandarin Oriental KL, The Grand Hyatt KL to name a few, I found that the House Keeping department is in need of a major revamp. It was examplary before, but I do not know what happened, it was bordering on mediocre this time around. Evening turn down service....might be nit-picking here, but a standard need to be upheld. The duvet was supposed to be folded a certain way, the bed runner at the foot of the bed needed to be removed, room slippers needed to be placed next to the bed, water bottles and glasses placed on the bedside tables, mosquito repellent plugged in, among the items needed to be done. Stayed here for 4 nights, and this was only done "correctly" only on the last night. Lack of training, I supposed, or just a lackadaisical attitude. Also on previous stays, room cleaning was completed at around 11 am, this time around, at 1 pm the room was not yet been cleaned. With only 56 rooms, one would expect a faster service....and suite should be given priority. Food and Beverage.....the most glaring thing.....why use paper napkins? It cheapens things up. Use a proper linen napkin. It was used before, why change to paper napkin? I am not eating at mall food court for goodness sake. The breakfast menu.....have not changed since the first time I stayed here in 2016. Perhaps a new items needed to be added. Well, this could only be me, because I keep on coming back here, so the breakfast menu has become a bit boring. Credit where credit is due, Mr Hossan is an examplary employee. Kudos to him. Mr Ravi, maybe breakfast menu needed to be revamped and please do not use paper napkin. The last point here might be a bit harsh but I think need to be said. Being a part of a YTL Hotels and a member of Small Luxury Hotels, one would expect a certain level of service. As I have been coming here quite regularly, I can see the different style of services under different managers. Previous Assistant Executive Managers, would make a point to be visible to the guests, most will come down to the restaurant during breakfast and greeted guests at the tables while introducing themselves. Ms Tanzie even went the extra mile of having breakfast together with the regular guests of the hotel. Being at the restaurant surveying the scene from afar to me is not engaging enough, even worse, sitting at the table with the laptop open during breakfast time was not a nice gesture. At bigger YTL hotels, like Pangkor Laut, the hotel manager came to every tables to greet everybody. The manager at Tanjong Jara did the same thing. Of course staying at a big city hotels, one would not expect this sort of engagement from the managers, but having said that, the General Manager and the Restaurant Manager at Mandarin Oriental KL did just that, went to every table, greeting each guest, some even on first name basis. To sum things up.....Cameron Highland Resort used to be like a home away from home. The service rendered was above expectation. This is the place where I get to know people that later became friends. People like Mr Madi. Another examplary employee. Eventhough we did not manage to go on a walk with him due to the weather, we managed to have a drink at a local place in Tanah Rata. I would love to rate the hotel higher but due to the shortcomings mentioned, I couldn't do that.…
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.