To cut the chase, 5 star *family* resort with zero star service. Absolutely terrible experience but redeemed by excellent Gai Restaurant. RM688 per night for Stay and Dine package.
To start of on wrong foot, check-in was a disaster at 3.20pm, with unmanaged lines. Children screaming their lungs out unattended by their parents, it was like a circus. I saw a previous comment that a staff commented that “every weekend we fully booked, sir”, but why is there only 4 lines working - 2 of which is on the phone? Disastrous.
2nd illogical thing is pool hours are from 7am till 7pm only. Experience wise, it is swarming with families and screaming kids. I get it- it’s normal to let kids have their fun, but I am of the view that it should be supervised. Adult section is not respected nor partitioned. No life guard(s) is seen, and there is a severe hazard in that there is an “adult” water slide (clearly labelled yet still many children using it due to lack of enforcement/life-guard). The adult water slide clears into a deep part of the pool- any life lost is on the hotel if my warning is not heeded.
Room was decent but no upgrade despite request. I had paid for an upgrade to golf course view and instead saw more of the highway than the golf course. Delivery of our cake was also delayed, but at least the guest manager was very polite. Kudos to the team.
We are particularly miffed again in the evening when we participated in the Surf and Turf buffet dinner. We were led to a far too large table for our party (4 sets of cutlery were prepared), before we could turn our backs and inform the usher- she literally ran away. We decided to take a far more reasonable sized table next door - and when I came back with my food. I was informed by my wife that we are being “chased” away by a very rude manager. I am particularly miffed by the manner it is done and no help was rendered to take our food and drinks. Honestly for the RM188 price per person for the buffet dinner, it was not worth for both the food and the service.
Nevertheless, the highlight of the evening was Gai by DC, it was night and day in terms of service, presentation and food (I will post a separate review).
I would have thought my nightmare was over if not for checkout. Only two counters was open, but thankfully it was quick and painless. Kudos to the male manager who quickly opened a new counter for checkout. However, the buggy service to the detached parking lot was a disaster. When we arrived for check in on Day 1, there had been two buggies waiting to ferry passengers; at checkout, we were told to follow a man to the buggy, but he allowed a family waiting to take photos and then drove them off for over 10 minutes. A second buggy was parked in a distance unattended, and when we inquired, the concierge manager rudely told us to wait. I told him there is a second buggy parked, but was told “it’s not my job”. 😅 I shook my head in amazement.
5 star facilities, 1 star service.
