I went to Swiss Garden Kuantan on the Romantic Getaway package with my wife. We booked the Executive Suite for 2 nights stay. The room itself was OK and clean enough, and facilities are also fine with me. However I am very disappointed on the planning of the Swiss Care staff. After I booked the hotel, I received a call from the hotel staff to asking me details regarding the romantic dinner and also the t-shirt size and name for couple souvenir.
When I checked in a week later, the receptionist asked me if I would like to have my dinner at 1st or 2nd day. I was expecting a nice quiet romantic dinner and while we were out of the room, the staff would come to the room and arrange the aroma bath and flowers (that I personally arranged to be delivered) during the turn-down service. But when I went down for the dinner, there was nothing prepared. The restaurant staff told me they were not aware that I was coming at this time, even when I specifically mentioned I would be having the dinner that night during check-in! In the end, they did arrange a set dinner for us, but I feel that was prepared in a rush and was not what the package is. The dinner which supposed to include a bottle of sparkling juice, which was stated on the package also did not come, and I have to specifically call the Swiss Care to deliver it to my room again. And when finally the bottle came, I get paper cups with the bottle. Even room service has glasses!
And the bath tub was empty. Where's my aroma bath? I called up but they mention it can only be arranged the next night, which I would be back home then. I feel cheated because I did not get what I paid for.
I'm not sure, but I guess the honeymoon souvenir was just simply being picked up too. I was thinking it was a personalized t-shirt since the staff was asking for size and names. However in the end we got 2 L sized t-shirts, which was incorrect, as I asked for M and S. Also the souvenir was just a collar shirt from the convenience store. When I asked for exchange, M size was all out. If this was properly arranged the staff would have plenty of time to get the things ready since this was informed more than a week before.
This is the first time I had to make so many calls to the staff. Besides the issues with the staff miscommunication, the toilet was also not flushing properly, aircon is not cool, and hot water doesn't seem to work at the 2nd day.. just came out warm.
I choose Swiss Garden expecting VIP treatment, but I feel I was not getting what I paid for. Please fix this issue as this almost spoiled my honeymoon. I would be happy to return if I am entitled to some compensation, as I like the place, but otherwise I would feel reluctant to return.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking the time to write in with your constructive feedback with regards to your recent stay. I must apologize for the poor services that we rendered during your recent stay. This has been addressed with the department concerned and I will personally continue to reinforce the importance of being thorough and paying attention to details.
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If it is not too much of inconvenience I would be grateful if you could contact me personally for some recovery.
Last but not least, thank you for your patronage which we value and appreciate,
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.