It's beauty and charm deceives. The only plus points about the place is it's old English charm cozy decor.
We arrived just in time to check in and decided to have lunch there because we were practically forced to. Throughout our stay there, whenever we asked any of the hotel staff if there was somewhere nearby that we could go to to have local food, they would never answer the question and instead, insist on us eating their food at the hotel.
After lunch, they treated us to a "complimentary jungle trekking". We had our 61-year old mother with us, so I specifically asked if the terrain would be difficult to trek through. The receptionist quipped "No, don't worry, it's very easy!". They couldn't have misled us more! We had to cling to roots and trees for our lives to get through the extremely steep, treacherous and slippery terrain! After twisting our knees and ankles, thankful nonetheless that we were alive with no broken bones, it started to pour!! They have a daily weather forecast at the reception which includes the chance that it might rain, but they couldn't use it to warn their guests?! On top of allowing our 61 year old mother to go through that hell, they couldn't look out for their guests well-being? Our cameras and phones had all gotten wet too. Luckily, they didn't go bust.
That evening, tired as hell, we decided to dine at their restaurant since, as i mentioned before, our questions about near-by diners were never answered. At this point, it almost felt like the complimentary jungle trekking was a sneaky tactic to completely tire their guests out, leaving them no choice but to stay at the hotel for the rest of that day at least.
We eventually made our way to tanah rata the next day and found a taxi service that could bring us to Ipoh for our return flight, for RM160. The Lakehouse charged us RM200 for the trip up, so we decided to book this other taxi service instead, for our trip down the next day. On the morning of the day we checked out, we asked the the staff at the reception, who happened to be the assistant manager, Param, to help us call the taxi service to confirm our pick up time. This guy has absolutely no emotion on his face when dealing with guests, but what ticked me off was when he told the taxi service over the phone to "hurry up" and that he "has better things to do than to make these calls"... how he became the assistant manager is anybody's guess.
When paying our bills upon our check-out, once again we were misinformed. We had initially booked the room for 2 and a 3rd companion decided to join us after. Now when I call up anywhere or anyone to make inquiries, I tend to ask the same question 3 different times in 3 different ways, to ensure that when i put the phone down, the answers I have are precise and without misunderstanding. A week earlier, I had been informed by a staff named Selvi, that the price for an additional guest in our room would be RM105, which is inclusive of an extra bed, and breakfast for the 3 days and 2 nights we were to stay there. I asked again,"is this per night?", to which she replied, "no, it's a one time payment only." Yet, during our check out, they had slapped us with the RM105 X 3 !! We refused to pay for that as we were misinformed and they eventually accepted to remove the excess charges, not before attempting to make us "pay for it first" until they could "check with Selvi" who was off then. No way!
The last thing I had eaten on the last day in Cameron Highlands was the Eggs Benedict for breakfast, provided by the lakehouse. We didn't have anything for lunch as we were traveling then, and dinner we had back home. I was the only one who had the Eggs Benedict and everyone in my house had eaten the same dinner but nobody got what I've been having for the past 4 days. High fever, severe vomiting and diarrhea, complete loss of appetite. After a couple of injections and loads of prescribed medication, doctors diagnosed me with viral gastroenteritis, which infects you from eating food contaminated with the virus. So thank you very much Lakehouse, you deceived me like no other.
To future guests, be very careful! Remember, however nice the hotel looks or however friendly the staff may appear, you're still in a third world country so precautions must remain!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Greetings from The Lakehouse Cameron Highlands,
We are quite concerned regarding your experiences while at The Lakehouse.
Due to our location we have very limited options for food nearby the hotel, unless you travel to Tanna Rata, there are some local restaurants within the vicinity, yet we would only recommend options at Tana Rata.
We have found that majority of our guest enjoy the jungle trek, this is considered a mild trek, we have experienced positive feedback from guest even guest with young children, it can be more adventurous during the raining season that we are currently experiencing, Raja our guide who is 60 himself is comfortable trekking daily, yet he always insist to check with guest if he has concerns to complete the trek, which he informed he did raise his concerns on this instance. We will look to take further caution over the raining season for our hotel guest.
At The Lakehouse we offer a hotel appointed transportation service, this is slightly more expensive than a local taxi, yet we are able to offer safety and ensure the guest will be in good hands, there are cheaper options, yet they can be unreliable and are difficult in maintaining punctuality, they can be quite difficult for us to deal with while trying to reach our guest expectations.
We do apologise for the wrong communication regarding the extra bed charges, this could have been communicated effectively, we have included this into our training program and will focus to inform upon booking and check in, and we will also ensure our Assistant managers are able to handle quires above guest expectations.
With regards to your ill feeling symptoms you have experience, we have not had any other reports from other hotels guest, and we did have other guest consume the eggs Benedict dish on the day in question. We have actually been working on this dish over the last few weeks to improve both quality and presentation, the hollandaise sauce is made fresh daily plus we order eggs fresh daily, yet we are unable to confirm if your well being over the 4 days was a direct result to this dish. We have just had our inspection form the local heath authorities, and they have not highlighted any areas of concern with our food production areas.
If any reader of this review has any further concerns, please don’t hesitate to contact myself directly on email@example.com
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.