We were promptly picked up from the airport and driven to Casa del Mar.
Check in was fine but not overly attentive. On our 2pm arrival (for a 2pm check-in) the room was not ready yet. I had to request a tour of the resort in order to kill time; no pampering was offered while we waited for the room to be ready.
The room (seafront room) was adequate - clan and spacious, comfortable and a good bathroom. Though it is more rustic than shmick despite the shmick price tag.
House keeping was very efficient though they did not top up biscuits on the second day. Very good with water top ups and towel changes
Significantly, breakfast service was quite poor. Saturday morning we had a choice of three tables; I requested one that had not been cleared but instead of doing a quick table change, I was motioned (pointed finger) to sit in the worst table by the door, which was essentially a thoroughfare.
A la carte orders were very slow and incorrect. Juice and water were not topped up - I had to get my own. Requested to move table before food was served though it seemed like the staff could not cope with the request and it took far too long for them to clear and change tables. The female staff members were good (waitress and fruit chef)
Sunday morning breakfast - quiet but still service was poor - impersonal, slow (at taking orders, clearing and no top up of drinks until you get the attention of wait staff) and not very attentive. Female staff members better, again.
The rendang is not bad but not great (positive comments must be from inexperienced Western tourists), the mamak noodles are way TOO SALTY (Western tastes) but the fruit makes up for it. The buffet options are limited.
Monday morning: If it is stated breakfast starts at 7am, then everything should be ready at 7am; not 15-20 minutes later; this was particularly frustrating as we had to leave early to take an early morning flight, so could not have breakfast in comfort.
***Plates should be replaced with ones with brims as the current ones are terrible as things fly off them easily!!!
Beach comforts are very good but being on the far end of the beach makes one a little neglected with the fruit, cold face towels and ice water top ups. The central beach front lounges are the best as they are doubles and super comfortable.
The best thing we did on the resort was to take the kayak out for an afternoon - go across to the nearest Island where you will find a private beach and calmer water. Gorgeous.
The internet unreliability is unacceptable especially for the price paid. Those needing to do any business in private will struggle in this resort.
I am not a highly demanding (Western) tourist but I have travelled extensively internationally; and if I am paying five star prices (CDM is an expensive enough resort) but not receiving a five star experience I would rightly be disappointed. You get far more value for your money in a Thai beach resort.
Generally, service was not great given the high price tag. For similar resorts in Thailand the service is far superior - there were many missed opportunities of saying "good afternoon" or "good evening" from staff; I agree it's very casual and relaxed in the typical Malay style - this is not a discredit (I was born in Malaysian myself) but certainly this is not polished service, particularly when considering the expensive nightly rates.
On the whole I had an enjoyable time here though I do not believe the high prices provide value for money.
The service aspect needs to be greatly improved to raise it to a more polished and refined level. Everyone is very polite and helpful but the resort lacks the refinement that should be reflected by the price tag.
Not sure if difference in rooms make a difference as low lying and small complex - save your money w...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking the time to give us your feedback following your recent stay at Casa del Mar.
I appreciate it as always with a view to improving our product and service at all times.
I very much regret the breakfast was not ready on time on this Monday morning even more so for the impersonal and slow service you received. This is out of character, however is unacceptable.
Rest assured I have taken note and investigated every concern raised through your comments. A debriefing has followed with our team and managers and all efforts are placed in rectifying our shortfalls.
A precision I would add up for our readers: Internet access is nowadays expected almost everywhere from hotel, cafes and even hospitals. We have in this regard strengthen the WiFi signal by installing an additional 02 antennas this year. Unfortunately as all of us we rely on an Internet provider which when failing to its obligations, leaves us with very little option except first and foremost to inform our clientele. Fortunately we have a 3G backup available for any emergency.
I'm disappointed we were not able to meet your expectations although you overall enjoyed your stay, for this I apologize.
All I can ask is that should you provide us the opportunity to welcome you gain, I will personally see to your booking ensuring a much better experience. Please don’t hesitate to email me at firstname.lastname@example.org
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.