Zenith Suites Cameron

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8.8
/10
Exceptional
79 reviews

What Guests Say About Their Stay

D***p

10.0
/ 10
The room is beautiful, clean, and fully equipped. The view is amazing and totally worth the price.

Mel R.

9.1
/ 10
It’s new. Everything is good. TV with few channels, can log in Netflix. Fridge with freezer, microwave, electric kettle, tap water in room, basic cutleries and plate, iron with board, hair dryer. Hot shower pressure was good. Basic toilet necessities like toothbrush, hair comb, shower gel & shampoo, toilet slippers and there’s even a small dining table with a sink. Many eateries around. If you are good with walking, then can just walk. Ample bright parking area. Literally next to Zenith Hotel.

D***e

9.4
/ 10
Booked a 3-bedroom suite and loved the cleanliness, well-equipped cooking utensils, and spacious layout that comfortably accommodated my family of six.

Ebrahim

10.0
/ 10
Excellent location walking distance to all amenities, very friendly service, ample free parking, highly recommend

ALLIFF BENJAMIN

10.0
/ 10
Clean, new and comfortable stay for the family. Convenient location as well.
In the Area
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No 2, Jalan Majlis, 39000, Tanah Rata, Pahang, Malaysia, Tanah Rata, Cameron Highlands, Pahang, Malaysia, 39000

Main Facilities

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Elevator
Family room
Laundry
AC
ATM/Banking
24-hour Receptionist
Zenith Suites Cameron is located in area / city Tanah Rata. 24-hours front desk is available to serve you, from check-in to check-out, or any assistance you need. Should you desire more, do not hesitate to ask the front desk, we are always ready to accommodate you. WiFi is available within public areas of the property to help you to stay connected with family and friends.
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What's around Zenith Suites Cameron

No 2, Jalan Majlis, 39000, Tanah Rata, Pahang, Malaysia, Tanah Rata, Cameron Highlands, Pahang, Malaysia, 39000
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Lobby Zenith Suites Cameron
Exterior 2 Zenith Suites Cameron

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Overview of Zenith Suites Cameron

What happens when a hotel skips the daily housekeeping cart? At Zenith Suites Cameron in Tanah Rata, the answer is a deliberate "homestay concept": guests are not given automatic daily room cleaning, and a top-up cleaning service is offered instead for those who want it. It is a small operational choice, but it says a lot about how this Pahang property positions itself — less like a serviced hotel floor and more like a self-contained apartment base for travellers who want to come and go on their own schedule in the cool highland air. The building sits on Jalan Majlis in the heart of Tanah Rata, the small town that most visitors use as their launch pad into Cameron Highlands' tea plantations, strawberry farms, and misty forest trails. Listed on Traveloka as an apartment-style property rather than a conventional star-rated hotel, Zenith Suites Cameron leans into practical, self-catering comforts: in-room refrigerators, microwaves, and cable TV sit alongside a communal restaurant that serves a buffet breakfast each morning. Guest reviews collected on Traveloka put the property at a "Very Good" band in the high 8-out-of-10 range across dozens of reviews, a reasonably strong showing for a mid-market apartment-hotel in a town where competition from bigger resort brands is intense. Families and small groups appear to be the natural audience here, helped along by the option of family-configured rooms and separate non-smoking units. Whether you are stopping in Tanah Rata for a weekend of strawberry picking or using it as a base to explore the wider highlands, the property's central address means most of the town's essentials are within easy reach on foot.

Room Types at Zenith Suites Cameron

Apartment Units

The core accommodation type at Zenith Suites Cameron is the apartment unit, and Traveloka's listing describes the property as offering 312 units in total — a sizeable inventory for a Tanah Rata property, reflecting the apartment-block format rather than a traditional low-rise hotel wing. Each unit is equipped as a compact home-away-from-home rather than a bare hotel room: guests can expect air-conditioning, a work desk, a hairdryer, a refrigerator, a microwave, and cable television as standard in-room fittings according to the property's Traveloka listing. This kitchen-adjacent setup is a practical draw for anyone planning to store cold drinks, reheat a snack after a day of hiking, or simply avoid eating out for every meal in a town where restaurant options can queue up on weekends. Because the exact configuration of each apartment (studio versus multi-room, exact floor size, or view) is not broken out in detail on the public listing, travellers with specific layout needs should confirm the unit configuration directly at the time of booking or by checking the live Traveloka listing for the most current room-type options.

Family Rooms

Zenith Suites Cameron specifically lists family room configurations among its inventory, aimed at parents travelling with children or small groups who want to stay together without booking multiple separate units. Given the apartment-style base fittings shared across the property — refrigerator, microwave, and cable TV — a family room here functions less like a cramped double-bed hotel room and more like a self-sufficient short-stay flat, which can make a meaningful difference on a multi-day highland trip where you might want to store fruit from a farm visit or keep drinks cold between outings. As with the general apartment units, exact bedding configurations and maximum occupancy for the family rooms are best confirmed on the live booking page, since these details can be adjusted by the property without always being reflected in every summary listing.

Non-Smoking Units

The property also designates specific non-smoking apartments, a straightforward but useful filter for travellers who are sensitive to smoke residue or are travelling with young children. Non-smoking rooms carry the same core in-room amenities as the rest of the property's apartment stock — air-conditioning, desk, hairdryer, refrigerator, microwave, and cable TV — with the only structural difference being the smoking policy itself. Guests who have a strong preference here should select the non-smoking filter directly when booking through Traveloka to make sure the correct unit type is reserved, since availability of any single room category can vary night to night.

Facilities and Amenities

As an apartment-format property built around independent stays, Zenith Suites Cameron keeps its shared facilities focused on convenience rather than resort-style extras. A front desk and room service are staffed around the clock according to the Traveloka listing, which matters in a hill-town destination where late arrivals after a long drive up from the lowlands are common. A restaurant on the property serves a buffet breakfast, giving guests an easy first meal before heading out to the plantations, and the building includes an elevator and on-site parking — both practical necessities in a town built on sloped terrain where not every guesthouse offers covered parking. Free WiFi is available in the property's public areas per the listing, useful for guests coordinating day-trip logistics or checking weather before a Mossy Forest excursion. Round-the-clock security is also listed as a standing feature of the property.

  • 24-hour front desk and room service
  • On-site restaurant serving buffet breakfast
  • Free WiFi in public areas
  • Parking and elevator access
  • 24-hour security
  • In-room air-conditioning, refrigerator, microwave, and cable TV
  • Nearby ATM, grocery store, hair salon, gift shop, and laundry services within the vicinity

Because the property follows a homestay-style servicing model, guests should note that daily housekeeping is not automatically included — the listing states this explicitly, with cleaning available as an add-on for those who want a mid-stay refresh. This is worth planning around for longer stays, particularly for families who may want to request a top-up clean partway through a multi-night visit.

Location and Getting There

Zenith Suites Cameron sits at No 2, Jalan Majlis in Tanah Rata, 39000 Pahang — effectively in the town centre of the Cameron Highlands' main visitor hub. The Church of Our Lady of Mount Carmel, a well-known local landmark, is within walking distance of the property according to the listing, making it an easy orientation point for guests exploring the town on foot in the cooler highland climate. The Brinchang Weekend Night Market, one of the busiest evening food-and-shopping draws in the wider Cameron Highlands area, is reachable with a short drive from the property, and it is a natural evening outing for guests who want to sample local produce and street food after a day outdoors. Beyond the town itself, the region's signature attractions — tea plantations, strawberry farms, and the Mossy Forest — are all within the general Cameron Highlands catchment that Tanah Rata serves as a base for, though exact drive times will depend on which specific estate or trailhead a guest chooses to visit. Given that Cameron Highlands sits well inland and up in elevation from Malaysia's coastal airports, most visitors will fly into a nearby gateway city first; travellers mapping out this leg of the trip can compare routes and fares by booking a flight on Traveloka before arranging the onward road transfer up to the highlands.

Dining at and near Zenith Suites Cameron

On-site, the property's restaurant covers the essentials with a buffet breakfast included as part of its regular service, a convenient starting point before a day of sightseeing without needing to venture out first thing in the cool morning air. Beyond the property, Tanah Rata's town centre location means guests are within walking or short-driving distance of the area's mix of local Malaysian eateries, cafés catering to the steady flow of highland tourists, and stalls selling produce grown in the surrounding farms — strawberries, passionfruit, and highland vegetables among them. The Brinchang Weekend Night Market, a short drive from the property, is one of the most popular dining-and-browsing stops in the wider area on weekend evenings. For guests who want to build a fuller day around food and sightseeing together — visiting a working tea estate, a strawberry farm, or a butterfly garden, for instance — it is worth browsing what is on offer through Traveloka's activities listings for the Cameron Highlands area to plan stops around mealtimes.

Why Stay at Zenith Suites Cameron

The clearest reason to consider Zenith Suites Cameron is its town-centre address: with the Church of Our Lady of Mount Carmel within walking distance and the wider Tanah Rata amenities — ATMs, grocery stores, a hair salon, gift shops, and laundry services — clustered nearby, guests are not dependent on a car for daily errands. The apartment format is a second strong draw, particularly for families or small groups who benefit from having a refrigerator and microwave on hand rather than relying entirely on restaurant meals during a multi-day highland stay. A consistently strong guest-review standing, sitting in the high-8-out-of-10 "Very Good" range across a meaningful volume of reviews on Traveloka, suggests the property delivers reliably on the basics that matter most to its guest base. The availability of both family-configured and non-smoking units broadens who the property suits, from couples to parents travelling with children. And for guests who prefer a lighter-touch, self-managed style of stay over a fully serviced hotel experience, the homestay-style approach to housekeeping — clean on request rather than by default — may suit personal preference better than a traditional turn-down service.

Tips for Booking Zenith Suites Cameron on Traveloka

Check-in at Zenith Suites Cameron opens at 3:00 PM, and check-out is required before 12:00 noon, so travellers arriving earlier in the day should plan a coffee stop or a stroll to the nearby church while the room is prepared. A valid identity card or passport is required at check-in, so keep this document accessible rather than packed away at the bottom of a bag after the drive up. Some booking rates on the property may be offered on non-refundable terms, so it is worth checking the specific cancellation conditions attached to your chosen rate on the Traveloka booking page before confirming. A modest nightly sustainability-related charge per room has applied at the property since March 2022, collected locally rather than folded into the online rate, so budgeting a small amount of cash or card capacity for check-in is sensible. Because the property does not provide housekeeping by default, guests planning a longer stay may want to request a cleaning service in advance rather than assuming it will happen automatically. Finally, if Zenith Suites Cameron's availability or room type does not line up with your travel dates, it is easy to browse other Cameron Highlands stays on Traveloka to compare nearby options before finalising a booking.

Other Popular Hotels in Cameron Highlands

Cameron Highlands is a compact but well-trodden hill-station destination, and Tanah Rata and neighbouring Brinchang host a wide range of hotels, resorts, and apartment-style stays beyond Zenith Suites Cameron. Travellers weighing up alternatives are encouraged to browse the full, continually updated set of options directly through Traveloka's homepage and its Cameron Highlands hotel search, where live availability, verified guest reviews, and current facility lists for each property can be checked before booking. Because individual property line-ups, room inventories, and amenities in this fast-moving hill-station market can change from season to season, this page intentionally directs you to Traveloka's live search rather than naming specific alternative properties whose current details could not be independently verified at the time of writing.

Other Popular Hotels in Cameron Highlands

Century Pines Resort Cameron Highlands

  • Hotel details: A resort in Tanah Rata set among mature pine gardens.
  • Room types: Superior, Deluxe, Junior Suite, and Family Suite rooms.
  • Facilities: Indoor heated pool, gymnasium, restaurant, and a tour desk for attraction arrangements.

Copthorne Cameron Highlands

  • Hotel details: A hotel in Kea Farm, Brinchang with extensive event facilities.
  • Room types: Standard, Superior, Deluxe, Family, and Suite rooms.
  • Facilities: Indoor heated pool, fitness centre, two dining outlets, and free Wi-Fi and parking.

Heritage Hotel Cameron Highlands

  • Hotel details: A Tudor-style hotel in Tanah Rata at roughly 1,300 metres elevation, with a private balcony in every room.
  • Room types: Standard, Superior, Deluxe, and Family rooms.
  • Facilities: Restaurant, Chinese restaurant, fitness centre, and a rooftop terrace.

Avillion Cameron Highlands

  • Hotel details: A 100-room, 4-star hotel inside the Cameron Fair Shopping Mall in Tanah Rata.
  • Room types: Standard, Deluxe, Deluxe Studio, Superior, Two-Bedroom Suite, and Family rooms.
  • Facilities: Restaurant and bar, free Wi-Fi, free basement parking, and meeting facilities.

Merits Hotel Cameron Highlands

  • Hotel details: A 3-star, 36-room hotel with express check-in/out service.
  • Room types: Family, non-smoking, and standard rooms.
  • Facilities: Restaurant and coffee shop, free public-area Wi-Fi, and airport transfer (surcharge).

All facilities in Zenith Suites Cameron

Lobby Zenith Suites Cameron
Lobby
Exterior Zenith Suites Cameron
Exterior
Others Zenith Suites Cameron
Others

Food and Drinks

  • Buffet breakfast

Connectivity

  • Free WiFi

General

  • AC
  • Family room
  • Smoking area

Public Facilities

  • Parking
  • Elevator
  • 24-hour room service
  • WiFi in public area

In-room Facilities

  • Cable TV
  • Desk
  • Hairdryer
  • Microwave
  • Refrigerator
  • Shower
  • TV

Hotel Services

  • 24-hour Receptionist
  • 24-hour security

Nearby Facilities

  • ATM/Banking
  • Gift shop
  • Grocery
  • Hair salon
  • Laundry

Accommodation Policy & General Information in Zenith Suites Cameron

Required Documents

Upon check-in, you are required to bring ID Card, Passport. The required documents can be in the form of soft copy.

General Check-in Instructions

Effective 1st March 2022, guests are required to pay MYR 3 per room per night for Cukai Kelestarian (Sustainability Tax) imposed by the State Government. This is not included in the room rate and will be paid directly at the hotel.
Zenith Suites Cameron is dedicated to environmental sustainability and adopts eco-friendly practices to reduce its environmental impact. In line with our homestay concept, we do not provide daily housekeeping services during your stay. Instead, guests may request room clean-ups and linen changes, which will incur additional charges.
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General Information

Popular Facilities
Check-In / Check-Out Time
From 15:00 - to 12:00
Breakfast Availability
Yes, hotel has room that provide breakfast
Available rooms at Zenith Suites Cameron
312
Another facilities in Zenith Suites Cameron
Buffet breakfast, Free WiFi, AC, Family room, Smoking area

Frequently asked question in Zenith Suites Cameron

What time can guests check in and out at Zenith Suites Cameron?
Check-in at Zenith Suites Cameron begins at 3:00 PM and check-out is required before 12:00 noon. Guests arriving earlier in the day should expect to wait until the standard check-in time unless early access is separately arranged with the property in advance.
Where is Zenith Suites Cameron located?
Zenith Suites Cameron is located at No 2, Jalan Majlis, 39000 Tanah Rata, Pahang, in the centre of the Cameron Highlands' main town. The Church of Our Lady of Mount Carmel is within walking distance, and the Brinchang Weekend Night Market is a short drive away.
Does Zenith Suites Cameron offer daily housekeeping?
No. Zenith Suites Cameron follows a homestay-style concept and does not provide automatic daily housekeeping. Guests who want a mid-stay clean can request a cleaning service, which is offered as an add-on rather than included by default.
What room types are available at Zenith Suites Cameron?
Zenith Suites Cameron offers apartment-style units across its 312-room inventory, including family room configurations and designated non-smoking units. All rooms come with air-conditioning, a refrigerator, a microwave, a desk, a hairdryer, and cable TV.
Is breakfast included at Zenith Suites Cameron?
Zenith Suites Cameron has an on-site restaurant that serves a buffet breakfast as part of its regular dining service, giving guests an easy start to the day before heading out to explore the surrounding tea plantations and farms.
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More Reviews from Other Guests in Zenith Suites Cameron

9.0
Exceptional
From 71 reviews
Provided by travelers on
Cleanliness

9.0

Room Comfort

9.0

Meal

8.6

Location

9.3

Service and Facilites

8.9

People often mention about Zenith Suites Cameron
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Bathroom (5)
Accessibility (4)
Staff Friendliness (4)
Wifi (4)
Ambiance (4)
Room Space (4)
Check-in/out Time (3)
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Traveler Reviews Zenith Suites Cameron

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20
40
Customer reviews
N***L
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Leisure
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7.4
/10
Reviewed 6 week(s) ago
This hotel is great, but the breakfast is boring, vegan food has no meat at all, not many choices
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Niniktjandra
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Transit
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10.0
/10
Reviewed 12 week(s) ago
The front desk staff was very friendly and the check-in process only took a few minutes.
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1 people find it helpful
Verified Traveler
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Leisure
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9.4
/10
Reviewed 38 week(s) ago
Spacious and comfortable accommodation.. if you come again, you can repeat it.
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1 people find it helpful
Accommodation's Reply
13 Jun 2026
Dear, We would like to thank you for choosing to stay with us. It was a pleasure to have you as our guest. We appreciate your valuable comments and we truly look forward to serve you again soon. Best regards, The Management
syah
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Business
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6.6
/10
Reviewed 38 week(s) ago
Room is big but the bathroom is small. The hotel asks for a deposit that is too high for 1 night.
1 people find it helpful
K***n
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Leisure
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6.6
/10
Reviewed 39 week(s) ago
Stayed for 3 nights at Zenith Suites and unfortunately, the experience was disappointing. The bathroom had a strong unpleasant smell and there was no ventilation, which caused the whole room to smell humid and stuffy. This made the stay uncomfortable, especially after showering and using the toilet. The breakfast was exactly the same every day. By the 3rd day, it was honestly difficult to eat because there was no variety at all. Overall, the room condition and breakfast quality did not match the price. I hope the management will improve the bathroom ventilation, cleanliness, and breakfast variety for future guests. Only the location is good, near to the bus terminal.
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1 people find it helpful
V***n
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Leisure
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8.1
/10
Reviewed 43 week(s) ago
Stayed in for 3 days. Reception serviced required to improve such as customer service and room allocation. Inside one bedroom, there is no basic cooking utensils at all with only one cup and plate provided. May I know what for?? No towel changing and house keeping at all for 3 days. Need to improve on hospitality service..
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S***i
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9.1
/10
Reviewed 45 week(s) ago
Room are comfortable and spacious
1 people find it helpful
Verified Traveler
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6.3
/10
Reviewed 45 week(s) ago
The word SUITES should be changed to BUDGET. The cleanliness is very unsatisfactory. The curtains (day curtains) in the living room & bathroom curtains are covered in mold or black spots & may not have been replaced for a while. I commend the attitude of the Reception Staff on duty during the Check in & Check out process.
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Verified Traveler
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Leisure
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9.4
/10
Reviewed 50 week(s) ago
Spacious and clean facilities. Peaceful, serene, and quiet location. Walking distance to Tanah Rata town.
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D***p
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Leisure
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10.0
/10
Reviewed 52 week(s) ago
The room is beautiful, clean, and fully equipped. The view is amazing and totally worth the price.
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Accommodation's Reply
04 Dec 2025
Dear Guest, Greetings from Zenith Cameron! Thank you for staying at Zenith Cameron and taking time to share your experience on this platform. All of us are delighted that we could ensure a comfortable stay during your visit. Thank you once again for your stay and your feedback and look forward to welcoming you back to Zenith Cameron! Best regards, The Management
B***n
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8.5
/10
Reviewed 53 week(s) ago
Close to the Tanah Rata bus terminal. The hotel is up a hill, so you need to walk or grab a ride up. Location-wise, quite convenient, in between both other towns.
1 people find it helpful
Accommodation's Reply
03 Nov 2025
Dear Valued Guest, Greetings from Zenith Suites Cameron! Thank you for staying with us and for your great review of our hotel. We are happy to know that you have thoroughly enjoyed your stay with us. We truly appreciate your support and can’t wait to welcome you back for another wonderful stay! Best Regards, The Management
M***d
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Leisure
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9.4
/10
Reviewed 58 week(s) ago
Nice place.. The best location for you to enjoy your holiday in Cameron.. Highly recommended
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1 people find it helpful
Accommodation's Reply
10 Oct 2025
Dear Valued Guest, Greetings from Zenith Suites Cameron! Thank you for your positive feedback and heartfelt endorsement. We’re glad you continue to love the unique experience we provide at Zenith Suites Cameron, and we appreciate you helping to spread the word about us here. You will always be a welcome guest. Hope to see you soon! Best regards, The Management
Verified Traveler
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Business
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6.9
/10
Reviewed 59 week(s) ago
overall looking clean, however, the pillow cover comes with bad smell... bad sound insulation, if u are sensitive to sound, it could be annoyed by toilet piping and corridor. slightly cheaper than hotel but if i know the above earlier, i would choose to stay in Hotel. However, the service at counter is fabulous. Only the sound insulation and hygiene does not match with it's price.
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Accommodation's Reply
10 Oct 2025
Dear Valued Guest, Greetings from Zenith Suites Cameron! Thank you for your review. We are sorry to hear you had such a frustrating experience, but we really appreciate you bringing this issue to our attention. Rest assured we have addressed this with the team to ensure we improve on this. We truly appreciate your support and can’t wait to welcome you back for another wonderful stay! Best regards, The Management
Verified Traveler
icon-Leisure
Leisure
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9.1
/10
Reviewed 59 week(s) ago
We love the surrounding area, easy to get food and near to shops. Definitely stay here again for the next trip.
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Accommodation's Reply
10 Oct 2025
Dear Valued Guest, Greetings from Zenith Suites Cameron! Thank you for your positive feedback and heartfelt endorsement. We’re glad you continue to love the unique experience we provide at Zenith Suites Cameron, and we appreciate you helping to spread the word about us here. You will always be a welcome guest. Hope to see you soon! Best regards, The Management
N***N
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Leisure
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9.4
/10
Reviewed 60 week(s) ago
Big space, clean & very comfortable
+3
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Accommodation's Reply
10 Oct 2025
Dear Valued Guest, Greetings from Zenith Suites Cameron! Thank you for your positive feedback and heartfelt endorsement. We’re glad you continue to love the unique experience we provide at Zenith Suites Cameron, and we appreciate you helping to spread the word about us here. You will always be a welcome guest. Hope to see you soon! Best regards, The Management
A***H
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Staycation
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9.4
/10
Reviewed 62 week(s) ago
thank god..the room is very comfortable..matching the price...hihi...thank you zenith suite...
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Accommodation's Reply
03 Sep 2025
Dear Valued Guest, Greetings from Zenith Suites Cameron! Thank you for your positive feedback and heartfelt endorsement. We’re glad you continue to love the unique experience we provide at Zenith Suites Cameron, and we appreciate you helping to spread the word about us here. You will always be a welcome guest. Hope to see you soon! Best regards, The Management
A***e
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Leisure
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9.4
/10
Reviewed 65 week(s) ago
Large space and great location. Recommend to those who like a quiet surrounding area.
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Accommodation's Reply
13 Aug 2025
Dear Valued Guest, Greetings from Zenith Suites Cameron! Thank you for your positive feedback and heartfelt endorsement. We’re glad you continue to love the unique experience we provide at Zenith Suites Cameron, and we appreciate you helping to spread the word about us here. You will always be a welcome guest. Hope to see you soon! Best regards, The Management
N***N
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Leisure
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9.4
/10
Reviewed 66 week(s) ago
Very comfortable suitable with price
+3
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Accommodation's Reply
07 Aug 2025
Dear Valued Guest, Greetings from Zenith Suites Cameron! Thank you for the flawless review. As we believe that personalized service and attention to the smallest details are important, we are glad to know that our colleagues went above and beyond in ensuring that your stay was a wonderful one. Your kind words are truly appreciated and will be shared with the team, as I am sure it will be a great source of motivation for them to continuously exceed expectations. We are looking forward to welcoming you back to Zenith Suites Cameron! Best regards, The Management
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Khairyl E.
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Leisure
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9.6
/10
Reviewed 68 week(s) ago
There isn't much on the breakfast menu...but nasi lemak can be used to fill your stomach...
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Accommodation's Reply
07 Aug 2025
Dear Khairyl E. Thank you for choosing Zenith Suites Cameron for your recent stay. We recognize your time is valuable and appreciate the feedback you have shared with us. Rest assured, the feedback provided will be shared with the hotel team for improvement. We look forward to welcoming you back in the future! Best regards, The Management
G***t
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Leisure
icon-origin-TRAVELOKA
5.0
/10
Reviewed 68 week(s) ago
I would like to share my personal experience when policy overrides compassion which lead to a disappointing and costly stay at Zenith Suite Cameron Highlands. I originally planned a simple, relaxing family trip with my children to Cameron Highlands. But what was meant to be a peaceful vacation turned into a stressful and deeply frustrating ordeal — all because of an honest date selection error during the booking process. 🛎️ [How It Started] I booked a 3-night stay (with breakfast) at Zenith Suite Cameron Highlands via the Traveloka platform. The booking was fully prepaid and marked as non-refundable and non-changeable. Unfortunately, I mistakenly selected the wrong check-in date, and only realized the error upon our actual arrival on June 23, 2025. The original booking date was June 20. Despite arriving at the hotel in person with my children and luggage, I was told flatly that I could not check in unless I paid again. The hotel had visibly low occupancy (about 80% of rooms appeared vacant), yet there was zero flexibility or understanding shown. In the end, I had no choice but to pay for another two-night stay — without breakfast, without daily housekeeping, and even without basic items like trash bags unless requested. The bed linens were also not properly cleaned. 💸 [The Cost] The original 3-night booking (with breakfast) was already fully paid. But I ended up having to pay again for two additional nights, with no breakfast or room service included. My total out-of-pocket cost exceeded RM3,000, and all I received was two nights of subpar accommodation. For a genuine mistake made in good faith, this outcome felt especially harsh and unreasonable. 🤖 [The Hotel Staff’s Attitude] What added to the frustration was the cold, robotic manner of the front desk and duty managers. From the duty manager to the assistant front office manager, no one showed empathy or offered any real help. I was repeatedly told, “That’s our policy,” and even heard, “The money has already gone into hotel revenue — it cannot be refunded.” Such responses felt dismissive and unprofessional. When I asked for a document to support an insurance claim, the hotel initially gave me an unsigned piece of paper with no letterhead or official stamp. I had to follow up several times during my vacation just to receive a proper document. It was an exhausting and frustrating process. 📞 [Lack of Responsibility from Both Hotel and Platform] Perhaps most concerning is that neither Traveloka nor the hotel ever contacted me before, during, or after the original check-in date. No email, no SMS, no call. For a fully prepaid booking, this lack of follow-up is troubling. If I had been contacted even on the second night, I might have realized the error sooner and taken steps to address it. Instead, my absence was silently marked as a “no-show,” and the full amount was charged without question. Traveloka’s response was merely a polite expression of understanding — but they clearly stated that “since the hotel did not approve any refund, we are unable to proceed.” Meanwhile, the hotel explained that “the one-night charge for no-show only applies to direct bookings on the hotel website; bookings via platforms are fully charged.” However, the hotel’s own website clearly states that a no-show is subject to a one-night charge. Why does this not apply to platform bookings? This inconsistency is hard to justify. Even more importantly, Traveloka’s own Terms & Conditions indicate that the final authority on booking matters lies with the hotel. This means the hotel could have handled the case differently, if they had chosen to do so. Instead, both parties chose to hide behind rigid policy and shift the responsibility back and forth — while the paying guest was left to bear the full burden. 🚫 [I Was Not a No-Show — I Was Physically Present] I was not a no-show in bad faith. I was physically there, explained the error sincerely, and asked for support. Yet I was still refused check-in unless I paid again — and not even breakfast or any small gesture was offered. Is this what hospitality is supposed to look like? ⚠️ [Why I’m Sharing This] I’m sharing this story to alert fellow travelers who may be considering staying at Zenith Suite Cameron Highlands, or booking through third-party platforms. Please be aware: The hotel applies its policies rigidly, with no consideration for honest guest mistakes or good faith. Neither the hotel nor the booking platform reached out to me during the booking period to check on my absence. The hotel, despite being in full control of the situation, refused to show flexibility, and deflected responsibility to the platform. Non-refundable should not mean non-negotiable, especially in situations where the guest shows up in person and seeks a resolution in good faith. Every trip we take is often tied to our family’s hopes, plans, and precious time. And it is disappointing when a hotel chooses to prioritize policy over people, and revenue over empathy. I know I won’t be the last person this happens to. If you've experienced something similar, don’t be afraid to share it too. And may all of us, in future travels, be treated with greater fairness and understanding.
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Accommodation's Reply
23 Jul 2025
Dear Valued Guest, Greetings from Zenith Suites Cameron! Thank you for your review. We are sorry to hear you had such a frustrating experience, but we really appreciate you bringing this issue to our attention. Rest assured we have addressed this with the team to ensure we improve on this. We truly appreciate your support and can’t wait to welcome you back for another wonderful stay! Best regards, The Management
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Traveloka Sdn Bhd (Registration No. 201501003122), Suite 6-1, Level 6, Wisma UOA Damansara II, No. 6 Changkat Semantan, Damansara Heights, 50490 Kuala Lumpur, Malaysia
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