Hotel Mesra keluarga di Hope Land

Sadly... not what was expected - paid for a five star resort experience and at best it was more three star experience. As I said…disappointing considering how much we paid in $$$ and also by using our Vacation Owners Points Our room was well appointed and definitely the best out of the five rooms we had booked. Well maintained, decorated and the outside space plus our pool were kept spotless at all times. The gardens surrounding all the rooms and in the resort generally were beautifully kept - great team of gardeners worked daily to ensure this The main pools were nicely appointed although accompanied by the daily sound of building work as much needed upgrades carried out. The adult pool was clean and generally quiet but in need of a good jet wash clean on the decking areas which were dirty especially on the garden/tree side. Generally the overall pool furniture is ok but, especially at the top pool area, many loungers need replacement as many are dirty, old and/or broken Unfortunately, the resort has issues - overall it's very tired and has poor customer service issues across the board from the pool servers/bar attendants/servers and restaurant staff who have poor interaction with guests and basically give the vibe of wanting to be anywhere else but there! Gloria, Shelly and Juanita could show many of their colleagues a thing or two about customer service with genuine smiles …lovely ladies to have known. They should be made Ambassadors for the resort. Management take note The ‘on resort’ restaurants are Ok - all in need of updating as look very tired. The Zen is allegedly their top restaurant, it’s nothing special, expensive for what it offers - let down by poor service and mediocre food. L’Azure is the breakfast area - great views and thanks to Gloria and Shelly this was our best restaurant experience. Happy Hour at the 1887 was not that ‘happy’ as not enough happy staff and a wait of 30mins was not unusual before your drinks appeared … longer at weekends. D’Onofrios Italian - nice trattoria vibe, best food by far was their pizzas The management are a new team and are aware that improvements are required across the whole spectrum... specifically the customer service aspect, poolside cleanliness and lack of staff - especially when the resort gets busier at weekends. There is a big issue with the recording of transactions charged to the room - pay special attention to this as daily errors were unfortunately made on all our bills and if not checked would have been very costly! Plus double check when your card is charged and by how much - a member of my group (who had flown back to the U.K.)was duplicate charged on her credit card and then charged again for someone else’s! Fortunately I was still on resort and eventually managed to get it sorted on her behalf.. I hope the deadlines management are hoping to achieve to ‘put things back to what they were and where they should be’ will actually happen in time for the next busy season - if