This feedback was shared with the team on Wednesday 8Oct2025 and no acknowledgement was received. "Our stay was generally enjoyable, and I truly appreciated the thoughtful birthday decoration in the room—it made the occasion even more special.
We were warmly welcomed by our butler, Kesaven, who ensured our comfort throughout. In his absence, Jane also looked after us with great care.
Mr. Nicolas, the F&B Manager, was exceptional and consistently attentive to our needs. I would also like to highlight the wonderful experience we had at the Teppanyaki with Chef Nawang—he was fantastic. Additionally, we thoroughly enjoyed our relaxing massage on Sunday.
While there were many positives, I must express my disappointment regarding a few aspects of our stay.
Unfortunately, the service at the restaurants did not meet our expectations. The waiters were often loud and used inappropriate Creole language, which was quite off-putting.
This lack of professionalism significantly contrasted with the otherwise high standards of the resort. One supervisor, whom I believe is Mr. Akhi, stood out as an exception—he was very professional and courteous.
A major disturbance occurred early Sunday morning at around 2:30 am when we were woken by extremely loud music. One of the main reasons we chose the Nirvana section was to enjoy a peaceful, child-free environment. It was therefore disappointing to experience such noise, especially during the night.
May I ask whether there are any measures in place to prevent such disturbances? Where was security and staff at that time?
Lastly, upon checkout, I requested room service to help pack my birthday cake. Despite waiting for 45 minutes, no one came. I eventually had to contact Jane again, who thankfully helped resolve the issue.
I am sharing this feedback in the hope that it will be taken constructively. We chose your hotel for a relaxing and premium experience, and while many aspects were indeed enjoyable, these few issues unfortunately left a negative impression.
Thank you again for your hospitality.
We are regular customers of the hotel – I would appreciate that next time service is improved.
Regards,
Sonam