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.
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC