We had a mixed experience during our 5-night stay at this beautiful and relaxing resort, which was our final hotel after spending two weeks in Mauritius.
The resort itself is lovely, peaceful, and has a great atmosphere. However, our arrival and check-in experience was disappointing. Although we arrived after the standard check-in time, the reception and concierge service felt unwelcoming and lacked attention to detail. The concierge completed the registration process but did not properly explain the important facilities and services available at the resort. The room escort experience was also somewhat unprofessional and disorganized.
We then experienced several issues with our room, which made our first night unpleasant and inconvenient. We contacted Trip.com, and their customer service representative, Syrick, did his best to assist and resolve our concerns.
The following morning, we raised the issues with Guest Experience Supervisor Ms. Youvna, who immediately coordinated with Assistant Housekeeping Manager Mr. Sandeesh. They arranged for us to change rooms and have the new room thoroughly cleaned. After the room change and deep cleaning, the situation was resolved, and we were happy with our accommodation.
Despite the initial difficulties, we also met several staff members who genuinely showed passion for hospitality and were friendly, helpful, and pleasant to interact with. We particularly enjoyed our experiences at Sun Bar and Playa Restaurant.
Special thanks to Veer, Adarsh, Kris from Recreation, and Elsa from the SPA for making our stay more enjoyable through their excellent service and warm hospitality.
Overall, the resort is beautiful and relaxing, but there is room for improvement in the arrival experience, communication, and consistency of service. The positive attitude and dedication of certain team members, however, made a meaningful difference to our stay.
