Beautiful resort, really clean, and super friendly staff except for 1 person! And she is stationed in front office. I didn't get her name, but she is kinda short and have her hair in a bun. I'm sorry I had to write this, but I think for someone who works in a hospitality sector as a receptionist, she needs an attitude adjustment. I don't know if she is usually like this to every other guest, or only to the locals. Here is what happened. We booked 3 rooms (for 6 adults and 2 kids) for a night on Friday to Saturday. We got room number 2, 5 and 15. On Friday, we had an early checked in (11am), but our room was already empty. We really enjoyed being in the resort. The sunset view is amazing! We had dinner in the restaurant. The food was pretty good and relatively cheap. So far so good. Everything was perfect! My grandma wanted to visit the spa on friday, but it was closed (maybe because of the pandemic they don't really have a staff stand by there). The staff told us that the spa will be open again the next day in the morning. Saturday morning, the staff told us that the spa will be ready at 10 am. And the treatment will be for 2 hours, which means it will finished at 12pm (check out time). (My grandma said the treatment was amazing btw. The masseuse was very friendly aswell). Because of it, my mother went to the front office to asked if it's possible for us to have a late check out. The lady at the front office said that it won't be possible for all, but when my mom asked if it's okay to ask for a late check out only for the room my grandma is staying, she said okay. So my mom and my son's nanny started to move all the things to the room #2 (my grandma's room) while me and my son was in the pool. Room #2 and #5 is located in front of the pool. While they were moving our things, the lady from the front office knocks on the door saying that we have to check out soon because someone who had booked that room will be coming soon (it was at around 10.30). My mom asked, can't you just moved them to room #15 instead. Because we already put ALL of our things at the terrace of room #2. At first she said she could not, because they were asking for a King Size type of room. My mom said that room #15 also a King Size. Then she said , "oh,they SPECIFICALLY ASKED FOR ROOM #2. Because THEY ARE REGULARS". My mom, a little pissed at the way she said it (although she already knows that the lady is actually lying because she isn't consistent), agreed that we would leave at 12.00. Remember that I was in the pool with my son? Well... while we were in there, there was a guy and few girls looking confused (they weren't escorted to the room like we did and other guest did). They looked like they are looking for their room. So I asked them, which room are they heading. They said Room #302. I was confused because the room in this resort start from 1. And I don't think they have 300 rooms. One of the girl said, "oh maybe it's room #3". And then one of then said "but i read in the form it's room 302". One then said, oh maybe it's 2 & 3 as they are headed to room #2. I told them that the people in room #2 havent check out yet (this is even before 11am). In this point, I knew that the lady is lying. REGULARS? WHO WERE LOOKING FOR ROOM #302 in a resort that have no room #302 (they enter room #3 eventually, they also the one who booked room #2) Yeah right. Girl lied so hard to kick us out. So before 12pm, we started to load our things in our car in the parking area. Then, we realized that our car was blocked by another car, who parked in front of our car. Hand breaks on. And the owner of the car already leave for Bunaken. Guess who own the car? Friends of the guest on #2 and #3 who come later🙃. So, my mom complaint at the receptionist lady, who wanted us to leave so bad because she said people who will rent the room will be coming soon, but have them blocked our car, while they went to Bunaken. Without leaving the key at the receptionist. Well, she apologized though. The (other) resort staff do all the way they can to unblock our car. They eventually have to drag the car using the hotel car. Finally, we can leave the hotel. When we pass the receptionist, the lady at the front office didn't dare to look at us (or my mom) in the eyes. And without even saying "good day" or "Thanks for staying with us". Just an awkward silence. We will definitely come back to the resort (if i didn't get banned because writing this review *finger crossed*) because aside that the resort was UH-MAZING, it's because *cough* we have the money *cough* (sorry for being so arrogant, but the lady was heckin arrogant aswell). But yeah, we do think that that certain lady needs an attitude adjustment, especially working on the front office, where she should be greeted ALL GUEST with a smile on her face. Not with a constant knocking on the bedroom door to say that we need to check out soon when it's not even check out time yet. …
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.