Traveling with my child, I opted for an island-view twin room. The first thing I noticed upon entering was a strong musty smell. I initially thought it was normal due to the humid seaside environment, but when I upgraded to a water villa later, there was no smell at all. If you're sensitive to smells, definitely avoid the island rooms. While the island rooms are further from the restaurants and pool, they open right onto the beach, which is convenient for kids to play.
Secondly, the hot and cold water labels in the room were reversed! Is this acceptable for an established resort? This led to one of us taking a freezing cold shower. We told the butler, and they said someone would come fix it the next day. However, someone knocked on our door to fix the hot water after we had already gone to bed.
Speaking of which, I have to complain heavily about the butler. I only saw him once upon arrival and never again. His replies to messages were always delayed by four or five hours, and his answers were completely irrelevant, solving none of my problems. When I asked about upgrading my room at my own expense, he didn't reply. I ended up having to contact Trip.com customer service, and they were the ones who resolved it for me. (I regret tipping him immediately upon arrival, as there was no service whatsoever. Our luggage was delivered half an hour late after being told it would be five minutes.)
There were no toothbrushes or slippers in the island room for two consecutive nights, and housekeeping didn't replenish them. I initially thought the hotel was being eco-friendly, but the water villa had everything. Trip.com's page also indicated that island rooms should be equipped with toothbrushes and slippers. When I asked the butler, his answer was again evasive.
Here's another very useful piece of information: although the island advertises seven restaurants, very few are open for dinner. You won't have a choice of seven; it's more like two or three. During my stay, the dinner buffet was completely unavailable, and the other six weren't open every day. Some also require reservations, and if you're late, you won't get a table. So, if you've booked three meals a day, pay close attention to what's actually available for dinner. On our first night, the butler didn't even remind us that we could go to dinner. We arrived at 7:30 PM, and dinner closed at 10 PM, so we essentially wasted a dinner. I only found out about this by checking myself. I asked the butler if we could exchange it for lunch on our departure day, but I received no reply until I left! The restaurant information online and from the hotel is vastly inconsistent. Even their official website states the buffet is open on Tuesdays and Thursdays, while Trip.com's page says there's a dinner buffet. The information simply doesn't match up. Bring extra snacks!
Aside from the butler and the restaurant opening times, all the other staff members were incredibly, incredibly, incredibly good! When I wanted to check out, my boat was scheduled for 3:30 PM, but I said I wanted to leave sooner. They immediately arranged a boat for me. Every single staff member was smiling and enthusiastic. If you come here, please avoid the butler Ali; he was terrible! I've truly never encountered such a butler. Having this kind of experience on vacation was a huge disappointment.
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