Our group of 5 arrived smoothly and checked into the resort without a glitch, until we were told to pay S$200 for a key deposit. We were a but taken aback as this is not a small amount and was not communicated beforehand. We paid it and proceeded to the villa.
The amenities like toiletries, towel, bathrobes, even blanket and pillow were not provided for the 5th person. Our friend had to sleep using an extra towel as a blanket as they did not bring it. When we asked them for the blanket on the second day, they told us that we needed to pay extra for it. This is wrong as it is a basic amenity that we already paid for with the 5th person charge. We demanded it and they brought it finally.
We called to get an extra cup, plate, bowl, etc for the 5th person, and the staff would come bringing one or two items at a time. Our doorbell was ringing every 5-10 minutes for a number of times, disturbing us and leaving us questioning the communication and quality of the management.
What took the cake was when we called at night to double-check if there was a booking for our group on the shuttle bus to Nagoya. We asked if our names were on the shuttle bus list and told to hold, and the staff came back telling us that there is a shuttle for 8am, 10am, 12pm and coming back at 6pm. We therefore booked ourselves on the 12pm bus. The next day, to out horror, we arrived at the lobby to find out there is no such shuttle, and had to take a cab to Nagoya. The matter was handled very unprofessionally by a few staff, who did not explain what that other shuttle bus communicated to us was. Worse still, they did not even try to rectify our anger and disbelief by offering to pay for the cab as it was their mistake. Our spirits were dampened but we agreed to take the 4pm shuttle bus back from Nagoya. But we felt so insecure that we alighted the cab to double check if we were really booked on that shuttle bus. True enough, we were not and the matter was again dealt with in a confusing, puzzling manner. It was a huge disappointment and downside to our trip.
Another unprofessional issue was, the deposit was not returned to is at check-out. We left the counter after the staff said we had no additional charges and nodded her head, closing the conversation. Only much later when we were still in the resort did we remember the deposit, and were struck by how they had not offered to return it. What if we had taken the ferry immediately after checkout? This is unacceptable and there was no apology made when we went back. Instead, the manager even joked that good thing we were still around if not he has to mail us the cheque. Unbelievable. After these major goof-ups, we arrived at the ferry terminal preparing our hearts for another goof-up if the resort had not helped us change our ferry time and ended up stranded. By this time, we knew it was not impossible that they would commit such a major mistake again.
The ground staff of this resort are sincere, efficient and doing a good job. However, there are some serious and unacceptable issues in this resort like communication and management of guest services. It marred our stay and one of our friends was so unhappy she will not come back again.
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- Also Known As:
- Montigo Resorts Nongsa Batam