I don't normally write such a bad review but unfortunately, the experience I had was so bad I had to give it a Terrible rating. I read many reviews on Tripadvisor before I book this place and I saw some good and some bad reviews. Very hesitant in booking but I thought I would give it a try and see how good or bad it can be.
The nightmare started before I even walk in the door. After a long trip and arriving in the late evening, I expect all to be smooth and fast. At the check in counter, I was asked to present a printed confirmation slip. Not sure why as I never used to do this at any other results. All I need to do was to present my passport being a foreigner. Anyway, luckily I have a printed copy with me. The check in process was reasonable and took a buggy to my room. The buggy driver did not ask for room number and assumed all of us are going to the Club House from the lobby. Basically it was from one end to the other end. So we had to walk back to our room.
I walked up to my room and surprise surprise surprise! The door was left wide open! This is a BIG security breach! I called reception and asked what's going on and I was simply being brushed off with excuses like: 'maybe the housekeeping did not close it properly', maybe this and maybe that! This is totally unacceptable. They did not bother to take this on board and do a thorough investigation! Probably to them, this is very common and I shouldn't have made a big fuss!
The lightings in the room was definitely insufficient. One of the ceiling light was fused and not fixed. The standing light at the corner was missing (yes completely missing)! I only found out when the maintenance guy told me that there should be a standing light in the corner so that the corner would be brighter. I don't know what's the logic with all downlights shooting upwards rather than downwards? Perhaps someone can shed some lights on this??
Air con issue or should I say 'cooler' issue. It's definitely not an air con to me. No matter what temp you set it to, it's pretty much defaulted to around 24-25 degrees. It's insufficient too cool the small room during the night and let alone during the day! With the ceiling fan, it only helped a little but still quite warm. My son was sweating badly throughout the night. In a tropical country, proper functioning air con should be installed and not just 'coolers'! This is insane!
The lights in the cupboard was not working. Trying to put the valuables and clothes in the cupboard was a challenge!
Amenities in the bathroom was not complete. We only have a bath mat and two bath towels in the room and some miscellaneous amenities. No face towels or hand towels could be found???
The bathroom was dirty with hair and dust all over the place. You could see moulds along the sides of the bathroom tiles. There were obvious signs of water leakage from the roof as you could see big blocks of bulging on the ceiling (photos attached)!
The balcony door could not be locked. You could see significant damage already done to the latch and some patch up work was done on it only. This is another security issue!
From the time we check in until midnight, we have maintenance and housekeeping in and out of my room. Just when we think all the problems are done and time for a good night sleep, at 00:20am, there was a power surge and the electricity to the whole room was cut! Had to look for a torchlight in dark and it turned out that the torchlight doesn't work!!! The batteries probably have been there for over decades! This is another serious safety issue to be looked at. I had to use my phone's flash light to find the phone and make the call. The maintenance guy came in and played with the safety switch and then fiddle around with the air con's thermostat.
At this point in time, you can imagine how 'cheesed off' I was. I called the reception and asked told him what had happened and all he said to me was 'just take a good rest, and it'll be fine tomorrow'??? Is this Avani's complaint handling process? Just sweep it under the carpet and it will fix itself up???
It was quite late coupled with the dim lighting, I could not really see many defects. When the dawn broke, there were defects everywhere! See photos uploaded. The table light's cover was ripped, cup marks on the coffee table, dusty study desk, bugs found on bed, scratch marks all over the floor...the list goes on!!!
The room I was given was clearly not 'fit for occupation'. I don't know what I had done to be given the privilege in getting this room! If any items are missing from the room, surely the housekeeping would have a list to tick ensuring all items are in the room as part of their process? In this case, maybe not!
It was getting late so we head down to Bila Bila restaurant to grab some food. We took the buffet at around 8.15pm. But at 8.30pm, a lot of the dishes were already emptied as it was quite busy. But no refills were done after that! We were only left with a few 'not so popular' dishes to choose from the whole night. The service from the pasta and pizza station were just appalling. I went there and told the guy I wanted a penne carbonara. He said to wait and it was exactly what I did. Stood there for around 15 mins (no conversation or eye contact during this period). The guy was busy preparing his order from the a la carte customers. After he had finish his order, he looked up and said: 'What's your order again'???? How professional is this??? The food at Bila Bila is nothing extraordinary to the extent of rather bad.
The next morning we went down to Bila Bila as this is the restaurant which serves breakfast every morning from 6.30am-10.30am. We arrived there at 9.40am and was told that the last call was at 9.30am and we need to go to another restaurant Sepoi Sepoi to have our breakfast. Nothing was said the day before nor any notices put out the night before at the restaurant to advise the customers of this change.
We went to Sepoi Sepoi for breakfast and it was a lot less busy and more privacy. It was very much welcomed as Bila Bila is a Chinese chop house! The food at Sepoi Sepoi was pretty much the same standard as Bila Bila. There were many flies flying around the food and staff were simply walking around not doing anything with it. It's an hygeine issue which they should not neglect! For dinner we were at Sepoi Sepoi as it was close by and we just want to have some light snacks. The fried noodles we ordered were so salty. It felt like they have thrown in tonnes of salt in it. We told the waiter to bring it back and make it less salty. The second time it came back less salty but very sweet. I guess if you want it to be less salty it will have to be more sweet! This shows that the chef could not cook!
For lunch we were at the pool side and we order two fruit juices and a club sandwich. The juices came in less than 5 minutes (very surprised). The club Sandwich arrived 35 mins later. I had to chase for it before the waitress who took my order went and follow up on the order. What took so long to make just a simple sandwich (which by the way was disgusting)!
The late night music and band playing in the club house was simply torture to your ears! It's ear bashing experience. Don't eat at Bila Bila if you cannot stand loud music!!!
Extremely disappointed with the whole stay. Whilst I understand that Avani has just taken over the management and they are making changes as we speak. But this is not an excuse as the room tariffs are comparable to a city 5 star hotel. If you are charging this price, you need to deliver the quality. The pool is simply unbelievable for such a big resort. Don't understand the logic behind it.
Came across a bell boy who is very good with friendly and sincere smile. Others are simply not worth mentioning. Waiters and waitress were all (based on my observations) standing around, talking away and doesn't give a hoot about on anything! The staff have a very laid back attitude and simply not passionate about their job! You are in the hospitality industry and a smile would not go astray. No thank you from most of the staff after you have signed and handed back the receipt to them. Perhaps Malaysia is an exceptional country whereby your patronage does not deserve a word of Thank you?
The whole resort is VERY POORLY MANAGED. It seems like they are all lost and have no idea what is their roles and responsibilities. It's time to wake up now and cannot continue using the recent takeover/rebranding as the excuse in your poor and atrocious service.
We were upgraded to a villa the next morning but the damage was already done. Nothing could be done to abolish our horrific encounters. Thanks to Avani Sepang Goldcoast, our holiday is totally ruined. I should have just stayed in the city and not bother with the trip to this resort.
Needless to say, definitely won't be bad and for those who are really thinking of visiting (think again).
- Official Description (provided by the hotel):
- AVANI Sepang Goldcoast Resort stretches out from the Sepang coastline, almost a kilometer into the sheltered waters of the Straits of Malacca with 392 luxuriously appointed over water villas that shape a palm tree. This new upscale resort offers guests a wide range of sports and entertainment activities as well as great food & beverage outlet selection. Located in the district of Sepang, in the southern part of the state of Selangor, AVANI Sepang Goldcoast Resort is a short 35 minute drive from Kuala Lumpur International Airport. The resort is also conveniently located close to the Sepang International Circuit - home to the Malaysian leg of the F1 race. Inspired by Polynesian and Maldivian architecture, blended with contemporary Malaysian interior design, each over water villa showcases a range of features that will ensure you take full advantage of the relaxed comfort, knowing we have the details covered. ... more less
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- Also Known As:
- Golden Palm Tree Iconic Resort And Spa
- Golden Palm Tree Iconic Hotel Sepang