Our stay was on 2nd August, after hearing more and more from complains from my group of friends, and realized the problems was not only with my villa (we had 4), I decided that I need to post this review.
We had a big group of 19 and booked 4 pool villas, 3pax were thinking of returning to Singapore in evening and not staying over. Check-in staff keep going on and on and on about extra charges if the 3pax stayed over, very rudely and unprofessionally insisted the 3 names and passport numbers listed, even requesting for them to sign beside their name as a sort of "declaration", I told the check-in staff that this is unnecessary, as I will pay for the extra pax during check-out if they eventually decided to stay the night, they have taken a deposit from my credit card anyway (circaSGD1700), I don't think such extreme measures will be necessary, I'm already irritated and this conversation wasted 20mins of my time. CHECK-IN process is highly unpleasant, and ranked the worse experience I ever had in all my hotel/resort stays.
Villas are not maintained at all, doors did not close properly in at least 3 of the 4 villas (main door, balcony, bedrooms, toilets and/or roof).
Sofa had a very strong stench of sweat, and stains of spills can be seen, have not been properly cleaned. Some walls were dirty, needing a fresh coat of paint.
The roof is not as it seems in the pictures, the cushions were extremely dirty and stacked up behind the door, the floor turned my feet black after just walking in and out, leaves and plastic wrapper was seen on my roof, the big wooden door handle was broken, and would seem to fall if pulled (unsafe).
The pool was incredibly dirty, you can clearly see floating particles and there were dirt at the bottom, the glass side of the pool is also moldy.
In villa service was alright in the day, they refused to leave a corkscrew with us, even though we explained that we needed it throughout our stay, and all 4 villas will share one. We even offered to just buy it. NO MEANS NO! Ice was prompt during the day, but it took 2 calls and 1 hour for it to arrive at night.
The worst part was at night! We were just chilling after dinner, watching tv, and at about 9.45pm a villa staff rang my villa, and used an accusing tone to state that my 3 extra pax have not returned to Singapore, and extra charges will apply. I very clearly stated at check-in that I'm fully aware of the charges and it will be settled at check-out, why do we have to be disturbed at almost 10pm? This staff insisted that I acknowledge the 3 extra pax, and said that he will return with a receipt for the extra 3 pax, when I told him I will pay at check-out, he still insisted that I have to sign on the receipt to acknowledge. HIGHLY IRRITATED by now, he just left and returned 15mins later with a receipt, which I just signed to get the nightmare over, and requested that he send staff to set up the day beds with sheets/pillows and provide toiletries. This did not come till about 11pm. They only placed the folded sheets on the day bed in 2 villas, and no toiletries came to any of the villas.
On toiletries, I just realized that 2 out of 4 villas did not have any, and my friends in those villas thought it was the norm, therefore didn't request from the reception. The shampoo in my villa is obviously recycled, as its was almost empty. Very inconsistent, how can they stock some villas and not others?
Everyone turned in at about 1am, but there was a neighboring villa that blasted music, it was too loud for anyone to sleep easily, so 2 out of the 4 villas called the reception to complain, nothing was done, the music lasted till 4am (afew light sleepers who couldn't sleep confirmed this). I was assured that this will be a quiet resort on the phone when I called to enquire.
To my horror when I went to bed, I saw that there were a stain on my bedsheet when i pulled open the covers. I was just too tired so I just place a towel on the stained portion and slept.
WIFI was slow and repeated log-ins required.
The whole issue of the 3 extra pax came at check-out again, the check-out staff was somewhat giving me a lecture on it, I was abit pissed off, and just told the staff to quickly tell me whats the total bill and just charge my card for it.
An unpleasant stay in all aspects, this is also a particularly expensive resort in batam. I really hope they can improve, as the infrastructure is good, just lacking maintenance, cleaning, proper training and attention to details.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.