6/10 - Ok
Thanh Hoang Nam
Viagem a dois
26 de jul. de 2025
Pontos positivos: Limpeza, comodidades e condições e instalações da propriedade
Pontos negativos: Serviço e funcionários
We booked an over-the-water villa two months in advance, requesting a front-row unit with a clear view for a romantic dinner. Instead, we were assigned a second-row villa with an obstructed view, despite the resort informing us of the assignment but not the view issue. Other villas offered better orientations and views, critical for special occasions. Disappointed, we raised the issue, but better villas were unavailable. We were offered a mountain suite for one night, misrepresented as equivalent to our villa, but it was a lower-category room with a tree-blocked view. The resort's claim that the suite matched our villa's value due to a private pool was misleading, leaving us feeling deceived.
Communication with reception was challenging due to language barriers, requiring repeated clarifications. Our pre-booked dinner was overlooked until we prompted staff via WhatsApp.
No escort was provided to the mountain suite, and we weren't warned about monkeys stealing items.
The welcome email arrived post-check-in, and post-stay feedback was requested prematurely. Guest services, communication, and staff training need significant improvement. We had to repeatedly follow up on our requests due to apparent lack of staff management and supervision, leading to inconsistent and inefficient service delivery.
However, the restaurant and bar staff were exceptional, delivering our private dinner with genuine care.
Thanh Hoang Nam
Hospedou-se por 2 diárias em jul. de 2025