“Disappointing stay and lack of service”
The property is great in nature and right next to a river. We booked two nights but had to cut it short after one night because there was no service available. We drove more than 10 hours from Miri to enjoy the activities for our kids during their school holidays, but the experience was far below what we expected. Here’s a list of the problems in order of severity: 1. Lack of staff training and communication – the staff seemed poorly trained and didn’t anticipate guests’ needs. No check‑in briefing: we were only told where to park after we asked, and we didn’t learn about the available activities until we prompted again. Café confusion: staff couldn’t confirm the breakfast opening time. We arrived around 8:00 a.m. and found no staff, even though they had said the café would open at 7:00 a.m. We had to set up the tables ourselves and waited until someone finally attended to us. Unclear operating hours: staff were unsure about the small animal farm’s opening times. When we entered that area at about 10:10 a.m., no staff were present. We sat and waited, but eventually left with our four children without anything to do. Staff should not assume guests know what services are available; this should be clearly communicated at check‑in or at least provided in a simple pamphlet listing current activities and hours. Overall, the experience was confusing, and we kept wondering if the place was closing down. 2. Unsatisfactory response to feedback – when I approached the registration desk to raise these concerns, I was told, “Oh, maybe it’s the lack of people (guests).” That phrase says it all. Are we, then, not considered people, two adults and four children, aged 2 to 11?
SiaA month ago