Pulai Johor Bahru|18.77km from downtownThis is my second time travelling here with my families. My first visit experience was better than this time. First, check in take quite some time, but I guess it's OK because of the new norm procedure. Secondly, the room. Not as spacious as I expected for a 3bedroom suite, but, I guess it is still acceptable. I got a 4th floor room and all the way to the back which is very far from the elevator. I wish that the receptionist staffs were more attentive as I travel with my mother who uses a walking cane to help her walking better. Maybe they could gave us a room somewhere in the middle of the floor or somewhere closer to the elevator.
The room itself, needs a lot of improvement. PLEASE GET RID OF THE SOFA, or at least refurbish it so that when we sat on it, we don't feel the wood frame underneath it. And the cushion itself was dirty and has a lot of stains if you flip over the cushion. Bedrooom - please change the headboard. It was too low. Since it look like it was made out of solid wood, it is very painful if you accidentally bump into it (esp. around the edges).
Pools - Undeniably one of the best hotels with various of pools. Even the pool boy was great. When we came down at level 2 to use the pool, rain and thunder has just started. Since, some of us may not be able to use the pool on the next day, we decided to wait around. As it turns out, luck was on our side, the rain and thunder stopped. The pool boy let us use the pool and there was no else around, only our family. He do remind us that the pool will close at 7pm. Still, we have a great time despite the short time that we have.
My unsatisfactory comment is for the restaurant service. During check in, the receptionist staff told us to choose which time slot for us to go for breakfast. Since, some of us need to go to work, we chose to go breakfast at 7am slot. When we arrive at 740am the staff told us that we only have 15 minutes to eat (which we agree to it initially, cuz there is no other options). What irritate me was that, while we were eating, there's a lady staff (Petite build, wearing spectacles, stripe uniform) came to our table and remind us that we have only 3 minutes to eat. Where is the manners. We know that we are late and not have much time to eat, we are aware of that. You don't have to remind us about that. It is a put off. Plus, there is not even many choices available for us to eat. So, rest assured, we will eat very fast even without the constant reminder. Should have just let us finish our food in peace. The 8am slot people won't come all together sharp at 8. We are vacationing. Not staying at a boarding school. Recently, I went to a 5 star hotel, they don't have the 4 slot like your hotel. But, everyone could come for breakfast anytime. They were enough seats, enough foods, and everyone was happy. The staff was all very helpful, understanding and very professional.
Your hotel is a very strategic and beautiful places for people to come to enjoy nature and to relax. But, there is a lot for you to change and upgrade in order for you to sustain in the business. Apart from upgrading/ change the furniture, please re-train all the staff to be more professional. Smile more.