Recently stayed at this hotel over the new year. overall the stay was quite disappointing.

The room we booked was a garden view for the first two nights and lagoon view on the last night, at check in, the reception was pushing me to stay at the garden view for the entire stay, which was the lowest category of rooms. Her reason was that the garden view has a better access being on the ground floor and lagoon view will go upstairs. I accepted at the time as I did not want the hassle of moving anyway, since the front desk was firm on a lower category room being "better", I took her word. However, one of the hotel manager called me few hours later to ask me to do a room change the next day. Maybe he was worried assigning a platinum to one room category lower might cause some complaint.

We got everything ready at 7am next morning, no one likes to repack everything just to satisfy the hotel and move to basically the same room as described by the front desk. When we came back, I have noticed that their 2 bedroom villa has opened up for reservation, for just about $100 more than the rooms we booked. so I request to be change to a villa, a different front desk then said that the villas are different and cannot be changed at front desk by either complimentary upgrade or cash upgrade. The only way to do it will be cancel the booking for us and I re-book it on my app. I went, so you cannot book it for me? The answer was yes, the hotel front desk cannot book a walk-in customer for a villa room. OK... I opened up my app and was about to do that, the front desk went, wait, the villa hasn't been cleaned yet and might not be ready for another 2 hours, that was almost 5pm in the afternoon.

So I got it, the front desk just doesn't want to do anything for us....

So here is the list of problems we had with our holiday:
1. Front desk too busy and happily lying to guests (or maybe just not trained with enough knowledge)
2. Front desk refused to book hotel restaurants for us, telling everything was online. It turned out that the Feast can only be booked thru the hotel and the other restaurant's online booking only takes anything three days later.
3. Front desk always busy and will never ever answer your phone call, regardless thru hotel phone or mobile phone.
4. Room was not made up on the second night, and been told that was the standard service.
5. No upgrade and no look into elite's bookings. This is the first time that I was forced to move my room during an only 3 night hotel stay. The hotel has more than10 different room category and we only booked the two lowest ones. It shouldn't be hard if any one of the manager had a look at the bookings and put us into the same room for the entire stay.