I am very disappointed with the service that they have provided when my family checked in last nov. 7, 2012. First, it was an off peak season but the room they gave us is in the old bldg and it was not properly cleaned up, it has a very irritating musty smell and the beddings have stains, no toiletries provided as well and the wifi doesnt even work in that area.. so much for their free wifi. So we requested to be transfered to the new bldg, the room is ok, but still below standard. We went out to chill in the pool but they are working on scaffoldings so they keep on asking us to move to another recliner for several times.Then at night we chose to dine in the pool side restaurant, the waitress gave us ala carte menu w/o informing us that there is also buffet. When we turn around and saw the buffet inside after placing our orders, we immediately ask them to cancel the ala carte order and informed them that we want to take the buffet instead. The waitress said she will check and after 15 mins she get back and said its already cooked, she took 15 mins to check ofcourse its possible that the orders were already cooked. Just before she got back to us I asked another waitress to see if we can cancel, so after the first waitress informed us that we cannot cancel anymore the 2nd waitress we asked run towards me and said we can already have the buffet. So as confusing as it is, i decided to checked with the manager to confirm whether we can have the buffet or not, and to my surprise the asst manager approach me and told me that i cannot cancel because if i cancel then the waitress will bear the trouble for it. I believe it shouldn't be this way because it was not our fault that we were not informed by the waitress that there is a buffet, and second if she came to the kitchen immediately after we asked her to cancel then probably the cook wouldnt proceed with our orders. So why can't we have the food we wanted just because of the waitress fault? Some more the asst mngr tried to pacify us by bribing us with free dessert from the buffet which is so cheap! We didnt liked it, as we are not complaining bcoz we want something free but because of the lousy service. Anyway, we still tried to understand the situation though we're pissed. The following day we're checking out (nov 8) i tried to use my Visa debit card to pay but the front desk said in a loud voice "cannot mam it is declined!" i was shocked because i know i have money in that account so it couldn't be possible. I asked her again to try it, and she replied same thing in an annoying tone. We immediately checked my account online to confirm how much is my available balance and as we checked it is more than enough for what we have to pay. So i went back to the front desk and told her to try again because i already checked and confirm that there is money inside. Then she said "still cannot mam declined!" since its getting too much attention from other guest i felt embarrassed and started to get really annoyed so i decided to trouble my hubby to go to the ferry terminal (since there is no atm in the resort) to draw money so we can pay in cash instead. In short we settled tru cash. When we reached Singapore we received a text from hsbc that there was a transaction made on our visa card, confused, we immediately confirmed with the bank and alas the harris deduction did go tru, holding back our money from the debit card! Meaning we paid same amount in debit card and another in cash! They double charged us and until now we havent get back the money!!! We tried to email several times but haven't get any feedback from them! The spa also is very bad as the attendant were not properly trained. Most staff have difficulty in speaking english, so communication is a big problem. This is too much trouble brought to us by what i thought was a multi awarded resort in customer service and now im wondering are the reviews online for real?! The only thing that makes them different is that they have lots of activities instore for the whole family and that's it!
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