We’ve been here 2 times and
This year however we were particularly disappointed with the service, it’s no way near the level of a 5-star rating and it has gotten worse than last year:
- 2 days in a row we booked room service via the so-called “smart QR code system “ but as the food was supposed to come, we find out by ourselves, that the order never went through and we need to call via phone to fix this.
- At the pool area the service is particularly disappointing. Normally at a five star hotel, You will have staff walking around and asking the customers all the time if they need anything and if they want to order anything and they will be back with it shortly.
We experienced two times that we asked a staff member if we could order something and they said that they would be back but they just never came back so apparently they are not interested in satisfying customers and / or making money.
- At the Ginger pool bar / snack restaurant the staff is friendly but you had to wait in line for about 20 minutes just to get to Coca-Cola, even though there were seven or eight staff members behind the bar ! Again: NOT 5-star service as we are used to from other 5 star providers.
- We paid xtra for a Bali Bed by the pool, and the booking included water as stated online when you booked. We just never got the water even though a staff member came (after we had the bed for 5 hours!) and said she’d bring it.
Service and lack of structure/ overview of customer needs is a huge issue!
