My wife and I stayed at the grand pool villa for 2 nights from 16th January 2013, and paid almost 2000RM for it. It was definitely not worth the money for the very bad service they rendered.
During check-in, we were greeted politely by Edmond. We were asked if we wanted the lower or upper level as we did not state our preference in our reservation. As we could not decide, and the upper level was not ready, Edmond recommended us to check into the lower level first. We could however change to the upper level if we did not prefer the lower one. At the same time, I also requested for Edmond to enquire the price for transfer back to LCCT Airport.
As we both did not like the lower level, we called the reception at around 2pm to request for the upper level. A lady picked up our call, we stated our request and she replied that the room was not ready and hanged up the phone (without any ‘goodbye’ or ‘thank you’ or ‘you are welcome’). We waited and called again for 2 times and were told the same thing. At 5pm after waiting for 3 hours (no one called us back during this period), the upper level was still not ready. I was also waiting for Edmond to call back about the transfer to LCCT Airport I enquired earlier. As we were unsure of the status of our room, we decided to walk all the way back to the reception.
Upon reaching the reception, Edmond explained there was a defect in the room, thus the delay. But 5 minutes later, the room was ready!! Edmond also said he totally forgot to check about the transfer. As such, he immediately checked with the concierge and said he would settle the transfer for us.
Upon entering our new room 3143, we really loved the room. I have actually paid 300RM extra for a total sea view. The swimming pool was awesome! The view was worth the additional cost indeed. However, we discovered that the WIFI was not working. Thus, we called the reception and were told to wait for 30mins as the signal was low. After a few hours, the WIFI was still not working. Thus, I decided to settle the matter myself as we required the internet. We finally managed to find the router and discovered that the splitter was faulty, and it was not low signal the hotel was experiencing as claimed by the receptionist we called earlier.
The next morning, we had our breakfast. The food spread was great. After having our breakfast, we approached the receptionist to check if the transfer to LCCT airport was has been settled. To my dismay, the request was not followed up – again. Thankfully, Brandon (if I recall his name correctly) attended to our request for the enquiry on the transfer back to LCCT airport. We settled the payment with the concierge thereafter.
At around 1pm, my wife decided to explore the resort on her own. Upon returning back to the room, she tapped using the biometric card and discovered it was not activated and I had to open the door for her. We subsequently discovered that both the cards could not be used to access the room too. As such, we called the reception, explained our situation, mentioned our room number and were told that someone would be sending us our new card. No one came…
The next day before breakfast, we approached the reception and a pregnant lady (an executive of the hotel) greeted us. She was nice enough to hear to our problem and rectify it immediately. She also apologized to us on behalf of her staffs twice and offered us for a late check-in (we didn't take her offer). No one apologized to us after all the horrible experience we had to go through! The lady executive was the only person who had actually apologized to us (not that we were hard up for an apology). During check-out, one of her staff handed us a paper bag containing two caps as a token of apology for the troubles we had to go through. Compliments to her for that nice gesture!!
The view was fantastic, the room was spacious, the concierge was courteous and the spread of food was good. However, it is a misfortune that the service we experienced made our stay at the resort rather unpleasant.
for grand pool villa, choose the upper level.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.