Stayed here for two weeks, two weeks too long. But it was the festive season so difficult to get another place. Breakfast cold, and pitful. I love Malaysian food - but if it's meant to be warm, make it warm. Staff could not care less and requests to meet with the restaurant manager or chef fell on deaf ears most of the time. I was insulted by the Resident Manager who wrote to me and said the food was cold because I turned up late for breakfast - I was at breakfast first four mornings at 8.10 and they serve till 10.30. Hardly late. I never went back for breakfast. Notice how many other customers complain about breakfast on this site.
Their Website claimed things that did not exist - there was no Nautilus pool Bar and restaurant, in fact no bars at all. Pool, whislt good, was in the middle of a building site. There was no sports bar. There was no convenience store.
To be fair, the hotel was undergoing major rennovation - but it would have been better to have put a disclaimer on the website.
The manager had a go at me for choosing their cheapest accommodation - whatever the price, the least one expects is good standards, delivery of what is promised on the website, cleanliness and good customer service.
The area adjacent to the hotel is dull, run down, dirty, filthy, and walking dangerous due to holes in the road, debris, bricks, and other things sticking out of the roads such as pieces of iron. (This is not the fault of the hotel - but it is not the fairy tale setting their website would have one believe.)
I booked a superior room and that is what it said on my form. But it is NOT what I got, and not the room advertised on the website. I got a room which was hugely noisy (opposite the air conditioning plant), doors to the rooftop balcony which were not secure and there was scaffolding outside so anyone could have gained entry. No lighting in the alcove where the writing table was. The balcony hadn't been cleaned in yonks. I WAS however given another room the next day. But the resident manager tried to make out I complained because of the lack of a seaview. I never mentioned seaview in my complaints - there was one, rather nice at sunset as it happens.
No access to the beach.
I was accused of not thanking the staff - but I did; I thanked them for the change of room, for booking a trip. There was little else to be grateful for.
When I met the resident manager he agreed with all my complaints and said they could not even get the basics right yet when I complained to Tourism Malaysia he then wrote to me and totally contradicted everything. They have no idea how to treat guests. And e-mails to the head honcho went unacknowledged - totally ignored.
I wasn't the only guest to complain.
Round the swimming pool - which for a huge hotel had about ten sun beds and ONE parasol - conversation overheard each day was always about guest complaints.
But don't bother complaining to Tourism Malaysia - they never reply to correrspondence, they never follow up written complaints and as seems typical in this country, the attitude is - we want tourists to give us money, but are not prepared to give the service. You just get ignored. The Minister of Tourism she currently advertises on Fox TV that she wants a huge increase in income from tourism in the next three years - they need to attend to basic tourist infrastructure and adopt a much enahanced skills based approach to customer service giving people value for money.
As for this hotel - draw your own conclusions!
Write and double check which room you will get before booking. Keep a record of all correspondence.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.