The facilities were great. The service was outstanding and friendly. The food was extremely varied and delicious, with western, Malaysian and Chinese food available from the feast village at every meal. The views from the beautiful villa were terrific. We used the spa village and had the best treatments either of us have ever had. The staff couldn’t do enough for us, treating us like we were the only and favourite guests
Got an email today to say the hotel has decided not to open until August so my trip there, booked months ago, is cancelled. I’ve already booked flights and am now scrabbling to look for alternative accommodation. As I booked this months and months ago I got a good deal and now all prices are much higher. They must’ve know this earlier and I’ve been in contact several times with no reference to the fact that they won’t be opening. AWFUL way to treat customers and won’t consider again.
I tried to book this hotel online. But the transaction failed probably due to additional security measure which I totally understand as I was trying to book from abroad. But when I checked my credit card, the pending transaction was waiting for the resort to cancel/accept. It was nightmare to fix. When I tried to book through email, no response. I gave up about after a week. Instead I booked another resort which had more sophisticated and helpful customer service.
Do not consider. In January 2020, we made a prepaid booking with the YTL Travel Centre for a July holiday at the Gaya Island Resort. Our credit card was charged in full for over MYR4,000 (~USD1,000). We were excited about our future visit. In April 2020, the resort closed due to Covid-19 and offered a postponement reservation or a refund of the booking. We chose a refund. A May 5, 2020, return email from YTL indicated “will initiate the full refund (in MYR) to your credit card.” Understandably, it also mentioned due to “high volume with our merchant bank on the refund” the “process will be taking slightly longer than usual.” In June 2020, we received an update that the “resort/finance department is temporarily closed until the further announcement by Malaysia Government, thus the refund process might take much longer than usual.” However, “Once our team is back to the office we will put your case as priority. ” Despite several efforts to communicate with both YTL and the resort since the June update, it is now over a year since YTL committed to refund our prepaid booking. We have received neither a further communication or update nor the refund. While the travel industry has been hit hard by the pandemic, YTL is a large conglomerate. It does not solely focus on travel and leisure. In fact, it has proudly announced a number of strategic initiatives on its website and increases in both revenue and profits over the past 12-months. On May 12, 2021, we indicated to the YTL Travel Centre we would share our experiences with Tourism Malaysia if we did not receive the refund within 14-days. On May 24, we sent a polite reminder and have neither received a response nor a refund. We have raised a complaint with Tourism Malaysia. Do not consider a holiday at this resort. Refund aside, the communication has been disappointing for such a well-backed organisation.…
Just an update for any of you who were in the same position as me where this fabulous so called 5-star YTL hotel refused to refund deposits and payments when they closed the hotel due to covid restrictions. After having absolutely no success with the resort (other than them offering to transfer my booking to a resort in Indonesia - mmm wrong country!) I applied to my credit card company under section 75. After a long 9 months I finally got my refund today. 😀. Anyway have rebooked Borneo for next March and keeping fingers crossed that travel will be OK by then. But I’ve learned my lesson with YTL hotels and have booked into the Shangri La’s Tangung Aru and Rasa Ria resorts in Kota Kinabalu. No upfront payment required. Can cancel without penalty up to 1 day before arrival. No risk. …
We had booked to visit Gaya island in October however unfortunately our booking was cancelled due to the resort being shut due to covid restrictions. Which is understandable, however their communication since this cancellation has been appalling. Firstly, they offered us a voucher refund and then since then they stopped responding altogether. We paid over 2000myr for our stay and are so disappointed that we cannot even get a response from them. Not even to get vouchers for another YTL resort. Especially as we are loyal customers of YTL resorts ad have stayed in many of their hotels. Very disappointing service leaving us out of pocket!
We were so looking forward to our holiday at Gaya Island Resort. However due to the pandemic Gaya Island Resort is closed. The problem is we paid a substantial deposit to reserve our accommodation but YTL Hotels will not refund our deposit. This is disgraceful. I now have to sue them in the courts. What disgusting service from a so called “luxury brand of the world”.
Sent them an email regarding not being able to leave Australia due to COVID. And just maybe thought a partial refund or at least a voucher would be offered.... NOTHING..... No response what so ever. So $750 down the drain.... Very disappointing.....
Was due to visit Gaya Island Resort in May 2020 but due to COVID had to cancel the trip. Initially the hotel company was responsive and promised to refund the trip, however has since gone silent (as seems to be the case for a separate reviewer) and I will have to try and retrieve payment via my credit card company. A real shame as we will go to Borneo at some point in the future but this very disappointing experience has put me off this resort. Wouldn't recommend anyone else to take the risk of booking with this company as you won't see your payment back again, whether or not you manage to go on your holiday.
Gaya Island Resort is the nicest place I've ever stayed! I stayed for 2 nights with a friend, but would happily return in the future for a much longer stay. Right from getting the small boat over to Gaya Island, the staff were so friendly and helpful. The food in the restaurants was delicious (+ great cocktails in the bar) and the room was amazing. There are lots of activities to do, we enjoyed morning yoga, snorkelling and an outdoor film - but it's also just nice to relax by the pool and admire the amazing views. Would love to return! Thanks for making this such a relaxing and memorable few days.