Initially this is meant to be a happy gathering of a group of travellers that has set our footprint in 6 out of seven continents of the world, and coming from different corner of Malaysia (We have members from as far as Sarawak & Sabah, Kedah, Penang, Perak, KL, Selangar & Johor). Unfortunately, the oversight of the resort management and it's arrogant attitude after they discover their mistake has put on an ugly stain of this annual gathering.
Two days before our annual gathering, the resort sent us a message that destroyed our joyous mood of gathering. The reason that we selected this resort out of a handful available in the area was we love the idea and concur with the concept of the operator.
We asked for permission from the resort to allow us to accomodate extra members in the resort, but the resort firmly rejected our request stating that they adhere to strict limitations of headcount in the resort. However they suggested us to put a few of our members in Malani Villa which is nearby. After a getting a nod from all the participants and sorted out the volunteers to be put over at Malani Villa, we accept their suggestion. All these communications happened in March. We then proceeded to collect the fees and prepaid the total charges including the extra person charge to the resort in May 2014.
However, merely 2 days prior to our arrival in July, the resort informed us that they have forgotten to make the booking at Malani and it's now fully booked. They are unable to secure any room in the area too. In addition, they approached us in a way that they took us as a misbehaving gang of customer just like other customer that they have hosted. We were being annoyed by this perception of us before meeting any of us. What they have said and publicize in their website and prior communication is totally opposite of how they treat us when they failed to deliver what they have promised 4 months ago! We have sorted out all the arrangement in March 2014 and only in July, 2 days prior to our stay that they told us they FORGOT to book.
As our group members object to these unacceptable arrangement, then they proposed to compensate us with a high tea and upgrade of our dinner, as well as refund, not waived what we have supposed to be paying to stay at Malani Villa.
Well, as for the compensated high tea, it only consist of two to three pisces of local kuih, which probably cost a ringgit per pax. However the resort value this at RM 20 as stated in their website. As for the upgarded dinner, which the has a price tag of RM 65 in the resort consist of only shrimp not prawn, as well as some cheap local fish with full of cheap potatoes. The portion of fish available also isn't for 15 pax that we have ordered.
In addition, we have to remind the owner multiple times for the RM 600 refund.
The host never make their presence in the resort to welcome us during our stay as agreed earlier. In earlier communication, we requested Elaine to come over to discuss about the compensation but she didn't come. When we asked the housekeeper, they replied that their boss will come before our departure. If we had not assert our own right, they will not take us seriously. In the process of communication, the management also showed an arrogant attitude instead of customer centric approach.
This will be our first and last time to the resort, and I will discourage all my friends from staying here as I do not want them to experience what I have gone through communicating with Elaine. The holiday would have been perfect if only the management can show more of our Malaysian hospitality.
- Official Description (provided by the hotel):
- The Shorea is a boutique resort, next to the Berumbun forest reserve.The Shorea is an architect's family retreat, built within a tropical forest reserve. Its secluded villas are set on natural terrains, with meandering paths leading down to a jungle stream, a waterfall within the Berembun Forest Reserve; it is the ultimate forest getaway.There are 4 villas with fantastic view of the forest. We are an hour from KLIA (Kuala Lumpur International Airport) and 20 mins from the Seremban town. ... more less
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