I would hv rated this hotel 5 if not because of my experience with only one of the staff. As a hotelier, it is unacceptable for the front desk staff (this is Club Room, mind you!) to send guests to their rooms without telling them you're giving them a king room when they asked for a twin (we had two rooms; requested for a king and a twin). The concierge who brought us was apologetic but because there wasn't another twin room, we said ok (understanding that it's all on request anyway). First mistake of not managing expectations.
Secondly, the Club room front desk said they would call me the next day to transfer my kids to another room with twin beds. This did not happen at all! The whole day passed with no messages left to me in my room. I allowed it to pass for 24 hours to see if they would respond. Unfortunately they didn't. I called them and the duty manager somehow got connected to me. Chris (the duty manager) apologetically told me they still did not have a twin room but when I asked about the empty (and connecting!) room next to mine, he quickly offered it to me. Within minutes, the matter was settled. This is service expected of a 5-star hotel.
Although I did not meet with Chris personally, he was friendly and helpful over the phone. Actually most staff in the hotel are so! Walk anywhere and you have someone greeting you cheerfully, especially at the pool side. Unfortunately not so at the Club room check-in at the Ground level. They don't wear their smiles often enough.
Other than that, the hotel is great. The pools are awesome. The Club room lounge is good, staff are friendly and there seems to be food all the time! Wifi around the hotel is good, many restaurants too. Water sports activity hut is helpful. Staff around the pool will often come up to you and chat. Nice people.
Oh wait, there is one more thing. The rooms are great but the toilets are small for such a luxurious hotel!
Do better with some frontline staff and you'd be the best!
(Btw seems like the hotel room system don't really register the connecting rooms..maybe an upgrade to a better room reservation system?)
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thank you for posting a review of your recent stay at the hotel on the Trip Advisor website.
Whilst we are pleased to know that you had enjoyed your overall experience at the resort, we are sorry to hear that your check in experience was not as seamless as expected and do sincerely apologize for the incorrect bed allocation and subsequent lack of follow up from the team.
Please be assured that this is not at all the normal service and standard of our hotel and I have personally highlighted your feedback to the managers concerned to ensure that the necessary action and training measures are carried out immediately to avoid such re-occurances in the future.
On a more positive note, we are pleased to know that you were well looked after by our associates during your stay and also that you enjoyed all the facilities within the resort.
Thank you very much for taking the time to post your review and we do hope to welcome you back as our guest again soon.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.