As an Irishman, I didn't think it was possible but this resort actually made going for a drink feel like a chore!
After reading some of the excellent reviews here we were expecting a good 4 / 5 star experience, nothing exceptional, but mainly a pleasant stay, however what we got were facilities that varied between 2 and 4 star standard, combined with service that was just outright terrible in most of the restaurants/bars.
The receptionists were quite friendly and helpful, although you got the impression they were over worked. While the girl that works on the activities desk was also very helpful and friendly.
To try and make this constructive in relation to the bar and restaurant side of things, I'll detail my comments on each dining area we experienced:
Staff are very poorly trained, we dined there on three occasions and had the same experience each time. At no stage during your meal were you asked if everything was alright or if you wanted anything extra, this was common across almost everywhere we dined in the resort. If you wanted an extra drink or anything extra you had to flag down staff, and I mean literally as they were actively trying not to make eye contact or walk near customers. There was no sense of any manager present either, and again this was across the board in the hotel, over the course of a week i didn't see one person who appeared to be a manager. Food was fair but not great, about 3 star standard. Lovely location but the restaurant itself feels very dated.
We ate at the buffet here, we had a number of buffet dinners included in our package and didn't use half of them! We went on the carvery themed night, we were the second people in after opening and the meat was already cold!
It is a function room with a few Chinese themed decorations, no atmosphere whatsoever. Service again very very poor. Food ok-ish but you'd get better from your local Chinese take away.
This was hands down the worst service in the hotel. One night when I asked if they were serving food, they said "maybe"! The lady then proceeded to look over a banister to the restaurant underneath and told me that I could order food but there would be a long wait as the restaurant was busy. Firstly the restaurant in question is mainly a buffet style restaurant with a minority of a la carte, so the chefs wouldn't be that busy! Secondly the restaurant wasn't overly busy anyway. Thirdly a bar is either serving food or it's not!!!! She actively tried to stop me from ordering, repeated that I'd be waiting a long time, but I was happy to wait sure I was on holidays and had a cocktail to keep me entertained..... it ended up being a very reasonable 15 minutes, leaving me with the feeling she was just too lazy to take an order! That same evening, with only ourselves and a group of 6 at another table in the bar we could see the other table actively waving at the waiters to come over and take an order as their first round was finished. There were 4 staff in the bar, but the group decided to leave after waiting about 15 minutes. I know they could have gone over to order, but still this is meant to be a 4/5 star resort, there were 4 staff on and not one of them was willing to check on their customers. Also they REALLY need to sort out the sound for the bands playing here, as someone who loves music I wanted to enjoy a few drinks and listen to a band a couple of evenings but the sounds was so bad, really muffled, both times I tried that I left after one drink, in one case it was actually half a drink.
We came across one very good girl in here, welcoming, warm and good customer service. Although the other nights when she wasn't on the service was again awful. The place was generally very quiet so when you went in it felt like the staff were really annoyed that they were actually going to have to do something.
Service here was actually pretty good, very casual but they at least checked that your meal was ok and if you had an empty glass they asked if you wanted a fresh drink.
We actually considered booking into a different hotel half way through our stay even though we had prepaid in full. We settled on renting a car and spending as much time away from the resort as possible. Incidentally the girl that looks over the car rental was very nice, professional and genuinely helpful. We did come across their lovely looking Thai restaurant after this but didn't take the risk based on our experience elsewhere in the hotel.
As someone who works in the hotel industry I am very quick to forgive poor service as I understand what can happen behind the scenes to cause delays or put staff under pressure etc, however I could not defend or forgive the service we experienced. There was no shortage of staff in any area that we dined, there were no delays in food getting to your table so no apparent problems behind the scenes, the problem with the service here was a fundamental lack of understanding as to what customer service is! They seem trained to process rather than provide genuine hospitality.
There are much better hotels in Langkawi for similar prices if not a good bit cheaper, we've had the pleasure to stay in one, and we also visited a number of others for food when we gave up on eating in the Berjaya.
- Official Description (provided by the hotel):
- Home to Unesco's World GeoPark, discover the island said to have inspired love and miracles. Cocooned within a rainforest sanctuary, Berjaya Langkawi Resort embraces boundless views of emerald waters and green-cushioned mountains. With an array of convention facilities and inspired spa treatments complemented with heartfelt services, moments are filled with a sense of natural connection and harmonious retreat. ... more less
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- Also Known As:
- Berjaya Langkawi Resort - Malaysia Hotel Langkawi
- Berjaya Langkawi Beach Hotel
- Resort Langkawi
- Berjaya Langkawi Beach Spa Resort