My Partner and I stayed between 24th June- 29th June 2012
I'll start with positives:
-Beautiful setting right on the ocean front. Could not describe how nice the setting is.
-Breakfast was very good, the rest of the food was nothing special, but edible.
-Bedroom was spacious, nicely decorated, decent shower.
-Good size pool, could be a little bigger, but better than average.
-The animation team, in particular Nickson & Andy, were a highlight. They never ceased to make us laugh and feel welcome. Unfortunately, this was not true of the some of the staff.
Which leads me to the negatives:
-The service was extremely slow, it was never busy for the amount of staff on. they would seat us promtly, then it would take over 5 minutes for them to take a drink order and meal order, then we would wait for the drinks as long as we wait for the starter, roughly 5-10 minutes. From starter-dessert food came out quickly, but no offer for drinks or how the meal was during.
-The service was not accomadating, some exceptions; the 2 Humphries, Alex, another gentleman in the restaurant & Coconut Willy, nothing was too much for the people mentioned.
-However, everything was too much for some of the staff. On one occasion my partner asked for a coffee, as it is advertised in the guest compendium that they serve complementory afternoon tea 4-5pm, the woman who she aksed then proceeded to roll her eyes, say something to her colleague, and walk off. It made my partner feel as if she had asked for too much, even though it is advertised by the hotel.
-The wait for the food to come out, was extremely slow.
-The first room we were given was littered with bugs. The first thing we saw was a cockroach run under the beside table. We mentioned this staright away to the, otherwise very helpful male receptionist, but after a brief look behind the bedside table bid us a good night, leaving the cockroach under the table! There was a big gap at the bottom of the door, where ants and spiders were crawling through. There was also a small snake, or similar, which shot across the room. We arrived very late and were very tired so did not want to move room so late,so suffered it for the night.
-When we complained about the room, we were first told he would get exterminators in the room and then we could stay there, I insisted that we be moved to a 1st floor room, if nothing could be done. Which is what the receptionist did eventually. Again, we sat there waiting for a new room for 10-15 minutes, while he sat on the phone. Being from the hospitality industry, it would have been so much more convenient for everyone to move us straight away.
Our overall experience of Indian Ocean Beach Resort was ok, lovely setting, taintered by shortcoming in service. I believe that there was a huge lack of management presence throughout the hotel, apart from the (I assume) manageress of the restaurant, who was very good, but some of her staff let her down. There was middle aged/elderly lady who we saw throughout our stay who seemed to be either an owner or director of the hotel (I may be very wrong), who seemed to boss everyone around, hence my assumption. If she is high up in the hotel, then she is not setting a good example to staff with regards to being accomodating, friendly, efficient & fast. She seemed to make the staff's job harder & stress them out, rather than support and guide them. The bottom line is that the hotel is lacking real leadership. It would a fantastic attraction if it tends to these very fixable shortcomings.
Choose first floor room, if you dont want to risk too much bugs
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.