Sonaisali Island Resort

Stayed 6 nights as a family (2 adults & 2 kids aged 10 & 7) in a double queen room (not Bure). Pros: Kids LOVED the kids club activities. Food was great and buffet options were well done. Staff were very attentive. Room was comfortable, spacious and had a nice ocean view balcony. Loads of sun loungers and bean bags around the pool and waterfront. Cons: We had the Full Board Package, which the website states as"breakfast, lunch, dinner package with children under 12 eat free." My husband & I enquired several times, with several different staff members about what was included (specifically beverages) and received different information each time. It ranged from all drinks alcohol & non included, to only drinks ordered with meals, to up to FJD60 per adult at lunch & dinner. The staff had no clear written policy on what beverages were or were not included as part of the meal packages. This resulted in some bill shock and some strong debate over what the final bill should be based on staff advice to us. The 1hr+ run through of the final bill on our last night soured the experience somewhat.

We booked and prepaid through Luxury Escapes for two King Oceanfront Bures. This was not a last-minute booking or a request for an upgrade. It was the accommodation we specifically chose, paid for in full, and had been looking forward to for months on what is a very rare holiday for us. On arrival, we were told there were no King Oceanfront Bures available and that the only accommodation left was a standard hotel room. We are now in a standard hotel room directly in front of the restaurant, with loud music carrying into the room and a flimsy front screen door that feels insecure and provides very little privacy. It is nothing like the accommodation we booked and paid for. The resort's initial response was to offer us a complimentary massage. When we declined, the offer became a $70 per night refund and 25% off food and beverages. While I appreciate that the staff are trying to resolve the situation, these offers completely miss the point. We did not travel to Fiji for discounted meals or a free massage. We travelled for the King Oceanfront Bure that we had already paid for. What is most upsetting is that the resort accepted our booking, confirmed it, took our money through an authorised partner, and then only told us after we had checked in that the accommodation we had purchased was unavailable. By that stage we had no choice but to accept a room we never would have booked. For a Hilton property, this is simply unacceptable. If a room category has been sold out, it should not continue to be confirmed and sold to guests. If the resort cannot honour a confirmed booking, guests should be contacted before they travel, not after they have arrived in a foreign country with nowhere else to go. This has turned what should have been a relaxing and memorable holiday into a stressful and deeply disappointing experience. We don't want compensation in the form of massages or meal discounts. We simply want the accommodation we booked, paid for, and were promised.

We will begin by stating that the resorts pictures lure in people under the misconception that you’ll be going to turquoise water beach only to find that far from the truth. Enclosed is a video showing you what the so called blue water beach in real time really looks like. You can’t even walk due to the debris that looks like sea weed filled with flies, stuffed animals and plain garbage that has not been cleaned in over a year. The misconception of coming to paradise is totally ruined.