My family arrived at 2.55 pm at the hotel, and check-in time is 3.00 pm. I have to wait for almost 2 hours to get my room, and that also not the one I booked. I booked a junior suite, two bedroom, one king and two double beds. They give me both rooms with two double beds. Their double bed is just like a single bed (two people can not sleep in one bed). When I complained, they said they would give me a new room the next day (I have to pack all my stuff and hand over the room at 11the the next day, and they will give me a new room at 3.00 pm). So we are without a room the next day from 11.00 am to 4.00 pm because the next day also the room is also not ready at 3.00 pm.
Resort policy is that if you are late in check out, then they charge you, but if they did not give room on time, there is no compensation for that.
We like to go for relaxation, but the first two days are not relaxing at all.
Their restaurant booking system is also not easy. If you are a big family and have multiple rooms you can not book at the same time dinner at restaurant as every room needs to book independently. If you book a last 9.00 pm slot for dinner, then you will not receive half of the items as they don't have it.
Overall, a very bad experience with customer service, even in the restaurant as well.