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Rachaelcr788

Absolutely filthy and run down

1.0 of 5 bubblesReviewed 10 Apr 2018via mobile
We booked this hotel for one night as a stop over before heading to Koh Lipe, and we are so glad it was just one night.

We arrived before 10am and although we understood that check in was at 3pm, we had noted from the booking confirmation that we could check in early if the room was available. This didn't seem to be an option. We were however permitted to leave our bags at reception while we did a bit of sightseeing. We made a quick stop at the hotel toilet, and really hoped that the toilet in the room was cleaner....

We returned to the hotel at around 3pm and were taken in a "minibus", which was more like a repurposed rusty truck with seats and open sides, to our room. We didn't feel safe at all on this truck, given the steep incline up to the room and lack of seatbelts/sides.

The room we were initially put into (room 1258) had two queen beds, which is what we requested as our 3 year old daughter was with us.

We were shocked at how run down and absolutely filthy the room was. We have attached pictures - they are self explanatory. There were ants crawling on the beds, sockets hanging off the walls, dirty splash marks on walls, dust everywhere, sticky surfaces everywhere, scratched flooring, paint chipping, the phone didn't work, the t.v. had poor reception and only had 3 channels available, the wooden "dressing" chair had a 1cm crack right down the back of it, the toilet didn't flush properly and the cistern sounded like it was constantly filling. There was also a 1 inch gap under the front door (for any creepy crawlies to join us). The room was nothing like the pictures we had seen when we booked (unfortunately we didn't look at any reviews before we booked, we just thought '4 stars, that will be fine for a one night stop over').

We tried to call reception to ask if they could move us to a different room but discovered that the phone wasn't working. We walked to reception and the receptionist took note of our comments and advised that housekeeping would come to take a look. He also told us that there had been a storm the night before which was why the tv and phones were not working (but we have now seen other reviews and this issue seems like a common occurence...!) We waited for ages in the room but nobody came. We tried phoning reception again and this time the phone worked, but we got cut off. When housekeeping eventually came, they asked if we wanted our bed sheets changed. We had to explain again that we were wondering if we could change room and were eventually taken to another room (room 1212). It was better - slightly. Still not clean but less run down than the first room, and by this point, we decided just to make do and go for a swim.

Well...there was no way we were going in the pool. The water was a murky green colour! Our daughter was so disappointed as we had promised her that we would go swimming.

Instead, we opted for a drink at the pool side. The tables were sticky and dirty and the decking was so worn, we were worried for splinters. Nevertheless, we looked at the menu and asked if we could have a corona, mai tai and orange juice. We were told there were no coronas, but my husband pointed out that he could see them in the fridge. We waited 25 minutes for our drinks, by which time it was happy hour. We asked if we could get the benefit of happy hour with the drinks we had ordered since it was after 5pm we had received them and we were told beers were not included in happy hour....yet the board at the bar said they were included. (Cocktails were not included in happy hour.) Incidentally, the mai tai didn't have dark rum in it, as it should, and as detailed on the menu and a slice of orange was squeezed into the corona instead of the normal lime.

The beach at the pool is tiny, but our daughter was delighted to be able to have a swim in the warm water (which we are sure was cleaner than the swimming pool water).

By this point, we had read reviews online and decided it was safer not to eat at the hotel, so we went out.

On our return at around 8.30pm, we walked into room which was like a sauna. The air conditioning was clearly not working. We contacted reception and were informed that someone would come to take a look. We waited over an hour (even after calling reception again) before housekeeping came at 9.45pm, to be informed that yes, the air conditioning was broken. We were asked if we wanted to move rooms. By this point we were livid. Our daughter was sound asleep but we were uncomfortably hot and wouldn't have been able to sleep in the heat. We were moved to a room downstairs (room 1205), which again, was run down, dirty and definitely not 4 star quality. It also had a king bed and not two queen, which was not ideal for us, but we had had enough.

We went to bed feeling pretty deflated. It was my 30th birthday the morning after and we were just so disgusted at the hotel that it put a real downer on the excitement of the day.

We had also been in three of the rooms and none of them were clean. They were all run down and not 4 star quality. Furthermore, there seemed to be nobody at the hotel so it makes us wonder why we didn't get to check in early.

The breakfast was equally poor. The selection was limited and unappetising and while walking down to breakfast through reception, we noticed dead (and alive) cockroaches and other bugs everywhere. (We also saw a snake the day before near the pool.)

A manager did apologise to us in the morning about the condition of first room. We told him that we were not prepared to pay for the room and drinks after all the problems we had. Having booked it through expedia, we were told we would have to try to sort things regarding the refund for room with them. The hotel did try to charge us for the drinks but on making further comment about all the issues we had, the receptionist (after contacting someone by phone) confirmed that no charge was to be made.

We would absolutely recommend NOT booking this hotel. It is so run down, dated and filthy - we just cannot understand how it has a 4 star rating.

Date of stay: April 2018
Trip type: Travelled with family
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18 - 23 of 1,474 reviews
Reviewed 5 April 2018 via mobile

Where to start? Arriving after almost 24 hours of travelling, and being told we've only paid for one room even though we booked and paid for two from Expedia. We were told to sort it out with Expedia because they the hotel wouldn't do it. So asked to use their phone but were told it was dead. The line was dead throughout the hotel. Couldn't even call reception from the room.
Rooms totally run down. It actually felt like a miracle that everything was working. Beds were comfy enough, no complaints.
The private Cove is very nice, especially when the tide is low.
The swimming pool was extremely filthy. Water was green and rotten.
I was going to rate it 3 star but for the mouse. Yep, a mouse living in the room, eating our haribos during the night. This hotel needs to be shut down.

Date of stay: April 2018
Trip type: Travelled with family
7  Thank sufyanmohamed88
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 28 March 2018 via mobile

The worst hotel I ever stayed, charge price like the rest, but the whole property just run down.

Telephone in the room can't be used, hence we walked everyday to the lobby/restaurant since we were staying at seafront room that is quite far away,

Limited beach and unclean.

Date of stay: March 2018
Trip type: Travelled on business
2  Thank Louis_luigito
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 23 March 2018

I do not know where to begin, we were promised a gym and there was no gym. We did not get wifi in the room, we had to go to the sweaty lobby to use wifi and it was still bad. The pool is dirty and nobody goes in there. The place feels like it has not been cleaned properly since 2012 when Sheraton sold it. Any requests to reception need to be followed up 3-4 times and still they get it wrong. Oh and the doors did not have latches on them but you could see them broken off. Also got bitten by mosquitoes the whole time we were there. We complained about it and got moved to the partner location where we had an even worse time. There is no beach it is water front. breakfast was awful as well. There are stray dogs and cats wandering the property. And It was just awful service all round. This is not a 4.5 star place. It is a 3 star place with 1 star service. We had a 1 star experience. Meritus Pelangi is 5 star.

Date of stay: March 2018
  • Trip type: Travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
2  Thank Francois B
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 21 March 2018

We stayed here 2 years ago and it was ok, getting tired but ok. We checked in to the same very nice lobby and Reception. Check in was simple and we were allocated Room No 1134. The Receptionist told us that if we had any problems to phone reception. We were taken, as it’s very hilly and the grounds are very big, by a transporter vehicle and driver. Rubbish, plastic bottles and a soiled, open baby’s nappy were thrown over the wooden fence in front of our door. The room itself had a damp musky smell on entry. Cutting a long story short there was no fridge where there should have been one, half the lights were not working, or bulbs were missing., the TV had half the channels not working and the furniture and decor was very very tired. I tried to phone reception, as requested.......but there was no phone either........just a hole in the wall where it should have been plugged in? I tried the phone in the toilet.........to find it had no cable and it was just sitting on a screw hiding another hole in the wall. I walked to reception and aired my views. Receptionist said, don’t worry, go back, we’ll sort it and I’ll phone you. I said you can’t phone me, there is no phone!!! 2 more trips to Reception and they told us we could change rooms..........at 10pm at night!! We changed next day.
Breakfast??? Well, what can I say? The cooking areas of the kitchen, the worktops, the floor, ovens........everywhere was FILTHY, not even basic hygiene standards. There was a fair selection of foods, the cheese had mould on it, check the photos. To top it all there was a cat wandering about in the Breakfast Restaurant. The Swimming Pool looked like it had not been cleaned for months and what should have been blue was green, check the photos. The rest of the ‘Resort’ is falling to pieces and I just can’t believe that they are still advertising this as a Hotel/Resort........let alone a 4 star Resort. It would be a 1 star AT BEST. There was even one of the people transporter buses that had a broken wheel just left where it had obviously broken, with bricks stopping the wheels from moving.....not that it could! Check the photos. The shops, the Spa and other amenities were all closed whilst we were there. Staff were curtious enough but just not interested and spent most of their day playing on their mobile phones. There is so much more that I could add but I don’t have the time.
A tip for the management or staff. If the Hotel/Resort is only partially occupied, put the guests in MUCH BETTER rooms. At least you have a chance of them staying longer or retuning? Don’t give them the worst rooms available as they’ll only write a review like this one AND NEVER COME BACK. Would we ever come back? Not a chance!

Room tip: Get a sea or partial sea view room. Don’t get block 11.(
Date of stay: March 2018
  • Trip type: Travelled as a couple
    • Rooms
    • Cleanliness
    • Service
2  Thank Janwan1962
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 22 February 2018

Booked this place using expedia in January 2018 for six nights but was not able to go because of medical reasons. Wrote them an email and expedia an email two days before the checking in date. Have not heard from anyone till date. Had other hotels in Malaysia and was able to communicate with them and received positive responses. Extremely disappointed with this kind of behaviour.

Date of stay: January 2018
Trip type: Travelled with family
8  Thank m0hammedb117
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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