Pulai Desaru Beach Resort & Spa

Very disappointing check-in experience — holiday mood completely spoiled I came here to enjoy my holiday, but unfortunately almost my entire evening was spent waiting to check in. I arrived around 6:00 PM and only managed to complete the check-in around 8:45 PM. Waiting this long is extremely unreasonable. Instead of being able to rest, have dinner, or enjoy the resort, I was left standing and waiting while hungry. It honestly felt like I was being punished rather than welcomed as a hotel guest. What made the experience worse was the lack of proper communication or even a simple apology from the staff. In a normal hotel, check-in should usually take only a few minutes. If there is a delay, guests should at least be asked to sit comfortably in the lobby, offered some refreshments or a hot drink, and kept informed about what is happening. Due to long wait, I come to the front desk to ask what is going on then the front staff answered "Nothing". Nothing happened to que for more than 2 hours??? Upon check in, the front staff did not explain the breakfast place, timing, room wifi, check out timing etc. Somemore I was told the room number verbally. They had never written down the room number on the room key holder. I believe this is a basic thing that front staffs need to inform to the hotel guests. I had stayed at many hotels, but I have never experienced such a long and uncomfortable check-in process. This delay completely spoiled the mood of my holiday. I honestly do not understand how this hotel can receive such a high rating on Booking.com based on this experience. And stated as 5 star hotel on google. I am sorry to say but this service level is equivalent to 1 or 2 star hotels. I went to the front desk next morning, but no one there which was unbelievable. There is a bell to call a staff but I have never seen no front staff stands by at the counter even there is no guest at the lobby. A good resort should not only provide nice facilities — the guest experience and basic hospitality are equally important. I have seen there are similar reviews as mine from the past and the management kept replying (excusing) however it seems there is no improvement observed. I hope management seriously reviews the check-in process, staff handling and service level because this is not the standard I would expect from a highly rated resort.

This artisanal Mexican shop had the best sales person! Rosie was super informative, kind and a wealth of information with both the fashions in the store as well as other places to visit. There are some great hats and sandals to check out.

The location is perfect for those looking to get away from the busy city life. The room we chose was spacious, comfortable, and made our stay very enjoyable. The facilities were good, and the hotel's proximity to the beach was definitely a highlight. However, the service could be improved. The staff did not seem very friendly and appeared to be more focused on completing their tasks than engaging with guests. A simple conversation to understand guests' preferences or requests would have made the experience much more welcoming. Breakfast was another area that needs improvement. The selection was quite limited, and by 9:30 a.m., most of the dishes were already nearly empty. My family and I also had to clean a table ourselves before we could sit down for breakfast, as the restaurant staff were not attentive enough to clear and prepare the tables. Overall, we had a pleasant stay because of the comfortable room, good facilities, and excellent beach location. However, the staff would benefit from additional training to be more proactive, attentive, and engaging with guests, as this would greatly enhance the overall guest experience.