We arrived as a family of 5 for a nice relaxing resort holiday. Bus transport from ferry was a little dissapointing on a tired, run down bus...but hey, happy to overlook!
We booked through the website and stated we had 2 adults, 2 children aged 6 and 3 and would require a cot. After check in, we were very excited to get to our suite only to find 1 king bed! Assuming a mistake had occurred, I approached reception to alert them of their oversight, only to be informed that as my children were of a certain age that they would be sleeping with my wife and I in the king size bed as I had not paid for additional beds!?
I asked them to show me where in the booking it stated that I would be sharing my bed with my children only to be referred to a statement that read something like "Children will be sharing accommodation?" I quickly pointed out that yes that is true, but not sharing my bed!!
After much discussion, I was discounted 2 single beds at $50 Sing extra per night....each! I was also informed, politely, that this happens quite a lot with online bookings............well fix it!
At this point I was too tired to argue and accepted the discounted rate, but really thought they could have done better here with their customer experience. Please all be careful when booking for your family.
After a rough start we did enjoy the pool, beach and particularly enjoyed the zoo behind the complex which is not mentioned in any guide.
Unfortunately I found the staff overall quite unwelcoming and there did appear to be a 'drive' to milk every cent out of each guest which I found quite annoying. There really isn't any 'free' activities, even the trampoline requires booking and is charged!
On reflexion, if the staff had of been more accommodating and friendlier I would have happily handed over my hard earned!
The resort is currently being refurbished which is a great sign as the resort on the whole was a little rundown, but the location is absolutely wonderful.
My 3 children definitely enjoyed their time and 2 even managed to ride a horse for the first time.
Not sure I'll be back......maybe the whole booking issue and poor resolution just got the stay at Nirwana off to a very bad start.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Michael H,
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Warm Greetings from Nirwana Gardens and thank you for taking the time to write us a review on your recent stay with us.
First and foremost, we would like to sincerely apologize for the unpleasant encounters you had experienced at our Resort.
Our maximum room occupancy is 2 Adults and 2 children (aged 3-11 years) or 3 Adults, the latter with a mandatory Extra Bed at S$50++ per bed per night inclusive of buffet breakfast the following morning. The Sales Terms and Conditions which was emailed to you with your booking confirmation does state this, however thank you for highlighting this incident to us and we will amend our conditions accordingly to better clarify to our guests. Additionally, baby cots can be arranged for at no additional cost, and the arrangements can be done via email to our Reservations team prior to our guests' arrival.
We regret to read that the service you had experienced was unwelcoming, as our service motto is to "serve with extra (s)miles". This concern will be escalated directly to our Resort Management to take action on immediately, as a warm and hospitable environment is of utmost importance to us.
We are also currently going through gradual refurbishment phases, the first of which is the complete upgrade of our Deluxe rooms to the new Deluxe Premier rooms, which is targeted to be completed by end 2013. Following this, we will continue with refurbishment phases for our other accommodation types, both interior and exterior.
We truly hope that your negative experiences would not deter you from returning. Should your future travel plans bring you back to the beautiful island of Bintan, please feel free to drop us an email at marketing[at]nirwanagardens[dot]com[dot]sg as we would love to have the opportunity to serve you again and ensure that your next stay with us is an enjoyable one.
Your review is very much appreciated and valued as we take all feedback seriously, in our ongoing efforts to improve our standards and to serve our guests better. Thank you very much once again for writing on us.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.