The property is disappointing, we stayed for a birthday. The birthday was highlighted via email prior to arrival, and while we tried to arrange something special to be placed in the room prior to arrival this went ignored despite being charged for extra amenities.
On arrival (the day of the birthday), despite supplying our IC and CC, the birthday went overlooked (Its on the IC!) and to make things worse the receptionist attempted to check us into someone else's reservation, as such we were given ALL of their information (PDPA Violation). The couples details were EU/SG, same as us. Racial profiling? No empathy or apology.
No room orientation several features were not easy to use, the room was dirty (smears in the shower, debris on the floor throughout the room, etc.)
F&B options are poor, quality of food tastes frozen and premade. Service is extremely slow, no anticipation offered why sit families with crying babies right next to couples. Zero tact when upselling. Order from Panamericana.
The culturalist mentioned the hotel was full, she made us feel like we were pestering her. The activities program had not been expanded to accommodate COVID or Occupancy.
I understand we have restrictions due to COVID, no effort had been made to offer guests a 5* experience. It can not be because they are short-staffed, breakfast had a crew of over 12 for 30(?) tables
Yet another poor corporate chain pretending to be 5*. Wait until borders open and go to Maldives, Dubai, or Phuket.