We decided to stay at Pulai Springs purely due to their relative proximity to Legoland & because they have 2/3BR suites (at Cinta Ayu block) to house our group of 25, consisting of families with young children & seniors.
Overall, the hotel is looking slightly dated & aged - it was perhaps 5* some years back but has lost a significant chunk of its lustre. However it's still quite a pretty & serene resort, with the surrounding greenness of its golf course lined with magnificent pulai trees. We booked 1, 2 & 3 BR suites: they were as advertised on the website, nothing extremely fancy, furniture a little tired out, but most items in working condition.
Like previous reviewers, the major problem we had with this hotel was their housekeeping. When we arrived, 1 of the 3BR suites was not ready even tho it was past 3pm. We ended up waiting for almost 2hrs for the room. When we finally got in, we found that housekeeping had obviously not completed their job: dirty towels strewn around, dirt-streaked sandy floors, litter under tables, poorly made beds, no fresh towels. It took housekeeping almost 2 hours to straighten everything out in stages. The other 3 rooms we occupied were ok, but none of the rooms were supplied hand or face towels, and towels were not refreshed daily even when left on the floor unless specifically requested.
Other than this sour start, we had an OK stay there. Beds were quite comfy, air conditioning worked well, but you'd expect at least these from a 5* hotel. Breakfast was a bit of a warzone due to peak season & it took a while for the food to be replenished. Spread was not worthy of 5* status, just meeting perhaps basic 4* expectations. We also dined once at the Gleneagles Coffeehouse at the Golf complex because they had a 2 kids per family eat for free promo, but I don't recommended it - buffet spread was limited, mostly cold & poorly prepared.
However, kids were happy with the pools (there are 2 pools - main complex with kids' slide & Cinta Ayu infinity pool). I personally loved the lush & peaceful natural surroundings and would consider staying here again if travelling with a large group. But they seriously need to fix their housekeeping issues! Painfully obvious that they're understaffed, poorly trained and not equipped to handle running at full capacity.
The resort is HUGE. If you have seniors in your party, request for a room closer to the lifts.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.