Friendly staff, well kept environment, decent service. For a room that accommodates 3 person, we only found 1 pair of slippers and 1 bathrobe.
Breakfast spread is decent, but there is absolutely no adherence to SOP. The crowd was poorly managed, seating not spaced out proper.
Guards at the hotel have the tendency to greet men but not the ladies. Pure sexism demonstrated in plain sight.
Pictures online looked gorgeous. However upon arrival you can tell the hotel is a little tired. We came here with another couple and their kids to have a little respite from the city.
Check in was ok. Like previous reviewers, we waited close to 20 minutes to get checked in. We were given ‘tickets’ for breakfast and lounge access. So it’s like going to the state fair, a coupon for every ride. Shouldn’t this be done through a hotel guests system? Provide your room number and everything pulls up?
Breakfast was very disappointing. There’s no egg station. We ordered an omelette, it came plain. There were no fresh juices, orange juice was from a concentrate. More like a cordial. I understand due to C19 SOP’s are needed, but you can still prepare food without compromising on quality. It seriously felt like glorified canteen food.
We stayed at the 1 bedroom Water Villa. Based on the reviews, the GM has been apologising consistently to countless previous guests, with promises of change and better training for staff. Unfortunately this has not been forthcoming during our stay. Trash were still placed out in front of the pathways, leftover room service plates were all over the pathways, the room fans were squeaky loud, etc.
For 1K a night, you are charging the same as other 5-star resorts with a Junior Suite. Similar price bracket as St. Regis, Ritz-Carlton, Pangkor Laut and Tanjung Jara. Unfortunately the level of care and quality is way off the mark. This hotel is officially rated 4-star.
Rooms were tired. We found an old underwear hanging on the shower head. Toilets were leaking. Massive scaling in the shower area. Broken blinds. Doesn’t really make you feel pampered.
Current pool SOP of the hotel is you need to book for pool usage in 30-minute slots. During check-in, Duty Manager Mr. Rozi mentioned that we can book to use the pool by dialling ‘6’. We did, but the operator told us on the phone pool bookings can only be made in person at the reception. So we ended just going to the pool, and we were let in. While the kids were in the pool, we had a large amount of hotel guests without the proper pool attire in the pool. T-shirts and shorts in the pool?Also same in the adult pool area. We left shortly after.
Avi-Lounge was a big let down, for us at least. 2 drinks only per day. Don’t forget your ticket ! Not quite the club lounge at a Holiday Inn or Courtyard, 4-star rated hotel equivalents. The lounge has a spectacular view, but unspectacular service. I thought the general practice for club lounges is you get unlimited drinks during specific hours?
Wi-Fi was horrible. So if you are planning to do a little work on your laptop while on vacation, forget it. And it wasn’t just our room, our friends next door were having the same issue with connectivity. In this day and age, a stable Wi-Fi connection is the most basic amenity to any hotel. What a massive fail.
The only redeeming experience for us during our stay is the petting zoo. The animals look healthy and it’s a great activity for the kids.
There’s a public beach really close to the hotel. At night during low tide, the locals can just walk over and hunt for little crabs, and they can easily come up right to the villa. Imagine the general public can come right underneath the villa, and there’s no hotel security to protect the guests. Not quite safe is it?
If you are by the villas, it is very noisy due to the proximity of the public beach. You can hear people screaming playing beach football at 11 pm at night. This went all the way up to 3am. Not quite the respite we had in mind. And no, the hotel management did not do anything about it.
I’ve been to 50-year old local hotels here in Malaysia, but the property is kept up-to-date with proper maintenance, and most importantly the hotel staff is the ‘heart’ of any successful hotel. Unfortunately we felt this was nonexistent in this hotel.
This is the longest review I’ve posted here in TripAdvisor, for good reason. We don’t need the GM to apologise again like the others, just do better. We still had a blast in PD with our friends, but we won’t be in a hurry to come back anytime soon. Actually we won’t be back. At the present state, we feel we can find better value elsewhere.
I am not a picky traveller and have been to many hotel and resorts in my life time. Having said that I’m totally disappointed with this resort. Dusty, dirty rooms, aged and non-existent customer service plus only two restaurants open.
Generally not attentive and ignorant, struggle to fulfil the most basic needs or tasks when requested. It appears clearly that the staffs are not trained at all or have the skills to attend even when told clearly what we need. The managers are hardly seen perhaps the reason for staffs to be left not guided.
The pool was extremely dirty, there was slimy black moss and dried leaves at the edges left. Clear sign of no vacuuming nor cleaning.
Food and restaurants:
The food served here was absolutely a disaster. You’re better off heading into town to eat because whether it is the coffee house or poolside restaurant ; the food was tasteless and oily. Keeps me wonder if the food was cooked by trained chefs! The breakfast was serving cheap stuffs! No match to even 2/3star. What a shame.
I booked a P.Water Chalet suppose to have an ocean view but was facing the Public beach. What a cheat?! Besides the room was the same as the water chalet. I had to request a different room due to the loud music from the beach but was not granted. The pillows were very lumpy, the beds are uncomfortably and the lighting is in the room was really bad. Lamp shade was broken and fused lights not replaced. The furniture has marks of extensive damage,you may find hair on the pillows from previous guests.
The balcony and the lazy chair were full of birds droppings. NOT cleaned for age. Walking on the balcony was a total risk as the railing was shaky with loose nails.
Do not stay here. No idea how this resort is still in business in COVID times considering the dirty rooms, mediocre food and the worst customer service. A resort that I will strike off from my future holiday list for sure. Spend your hard earned money wisely.
This was by far the worst resort I have ever had the displeasure of staying at in my entire life. I even took sometime speaking to other guest and YES they re-affirmed that the EVERYTHING here have gone down the hill.I do not recommend this place to anyone. It pains me to give a review this bad, but...it's the truth. *shrugs*
Very nice room. Superb view. Pool, restaurant, staff service all superb. 👍🏻👍🏻👍🏻 But last day nak tidur jumpa lipas hidup dekat tilam😅 overall puas hati, boleh repeat lagi. Thank you for all the memories.
CONTINUED FROM MY LAST POST...
4. We finished our meal, and with the last 2 hours experience in the Village Court, we were not so confident that the waiters/waitresses are competent. So we called for one of the waitresses, pass her the CIMB credit card, and reminded her that there is CIMB discount. She acknowledged and left with the card. Usual practice in all 5-star hotels, they will give u the bill to check if all items are correct, before they charge your credit card. But here.. Surprise surprise! They girl just passed my wife her credit card with the receipt straight. If everything is correct, we would still be fine. But upon checking, sure enough, the credit card was charge the actual price without the CIMB 33% discount!! Upon seeing this, we called the other waiter as the waitress could not be found. We explained what happened. He went to the front counter where 3 others were there too, one big sized waiter, the waitress who manned the counter, and the F&B manager, and explained to them what happened. After about 10mins, dilly-dallying, and talking amongst themselves, the big sized guy finally came to our table and he couldn't even explained himself. Cannot speak english is still ok, even in Malay language, he has difficulty explaining to us. And guess what? He told us that the credit card has already been charged the amount, and they cannot give us the discount! What in the world is that??? It's their fault and yet they expect us to not only accept their mistake and be ok with the charges??
At that point, both my wife and me were pissed!!! I told him off. I said we checked and confirmed before we walked in and when we called for the bill, we reminded again. I will not accept this. I told him if he cannot settle this, go get someone who can! He went back to the front counter. Another 10mins passed with no solution, and no one came back to update us the status. I was fuming at this point. I walked over to the front counter and questioned them the status. The F&B Mgr explained that they are trying to solve it. I stood aside and heard him phone called the big sized guy where he was and all. But anyway i called the F&B Mgr aside and told him my whole ordeal and i am very upset with all these. He kept apologising. After waiting up front at the counter for another 10mins, finally they decided to refund the difference in cash. And here comes another joke! They refunded 20% when the correct amount should be 33% for CIMB Visa Infinite! The F&B Mgr clarified with the staff and the staff doubled checked some list in the drawer and confirmed it's 33%. They do not even know their stuff!! The F&B Mgr then said they will send us a complimentary cake to our room. I told them i used to stay in Avillion a few times, but not this trip, and it's not about tje complimentary cake. I don't care about the complimentary. It's about the Service level. Then we walked off, still pissed!
All the waiters/waitresses, including the F&B Mgr needs to be trained! They do not have product knowledge. They have no service standards. They have no professional courtesy.
For a 'supposed' 5-star resort? Totally unacceptable!!