Nilai Springs Resort Hotel

This was such a bad experience. We were treated very rudely and the staff was very unprofessional. They were not understanding of any special circumstances and made us feel very unwelcome even after we paid all the fees. We had even been guests at the hotel for the week during business and then to be disrespected when trying to enjoy a round of golf was really disappointing. We appreciate the kindness of the gentleman at the pro shop....sometimes a little compassion goes a long way. I would recommend people find a different place to golf.

If you’re looking for a kid-friendly, relaxing resort for a holiday, this is NOT it. We booked this resort expecting a relaxing family staycation, mainly because it advertised with a nice kids’ splash pool. Unfortunately, the experience turned out very differently. From the moment we arrived, it was clear this place caters more to business functions and airport transit groups perhaps rather than leisure guests. The property itself feels quite run down, with multiple areas under renovation, closed off. The check-in experience already felt off, instead of asking for our booking, the staff first asked if we were with an airline. That pretty much set the tone. The room itself was another disappointment. It’s clearly old, and more concerningly, not properly cleaned. There was visible dirt that looked like it hadn’t been vacuumed, and even the bed felt like it had sandy residue in it. Hotel rooms corridor were eerily dark. For a place positioning itself as a resort, this level of cleanliness and outlook is unacceptable. (I’ve attached a photo for reference.) We had lunch at one of the restaurants in the resort, and the experience was disappointing. The staff seemed completely unsure of what to do because we didn’t have vouchers. They looked confused and made us feel out of place, like we didn’t belong there. Service was slow, and it was obvious their attention was focused on buffet guests rather than regular hotel guests. They don’t even provide kids’ plates set. At one point, a child at the next table dropped and broke a glass plate, which is hardly surprising when glassware is being used for children in the first place. The BIGGEST LETDOWN was the pool. The splash pool, the main reason we chose this resort, it was CLOSED! When we asked the front desk, they didn't know about it and told us to check with the pool attendant by the towel counter. The pool attendant initially said it was closed for cleaning, despite no visible signs of any cleaning in progress. When I pressed further asking when when is it going to be open after cleaning, she changed her answer and said its actually under maintenance. Very convenient answer. If that’s the case, I told her you should tell management to clearly communicated this on their website. Instead, there was just a simple “Pool Closed” sign on-site, which is UNACCEPTABLE given that the splash pool is a key feature used to attract families. The playground wasn’t too well maintained either. The seesaw had a broken handle, which is a basic safety issue, especially in a place that’s supposed to be family-friendly, a resort? Breakfast didn’t make things any better. The only sausages available were cooked with chilli flakes. Oddly for what should be a basic, family-friendly option. When we asked if there were non-spicy sausages suitable for kids, the cook responded by saying she could “wash the sausages” for us, which was honestly baffling? It clearly wasn’t the answer I was looking for, and she simply walked away without any proper explanation... Eventually, some sausages were brought out, hopefully freshly cooked and not “rinsed”. This just reinforces the point that the menu is not planned with families in mind. Having only one sausage option and making it spicy is a strange choice for a place that markets itself as a resort. Overall, this was a very disappointing stay. Not worth RM300 for a night, RM200 would be max for their standard. The resort does not match the expectations it sets online, and the lack of communication, poor service handling, cleanliness issues, and lack of family-friendly consideration made the experience worse than expected.

We wanted to stop overnight south of KL and the Nalai springs was a good choice. Nice room overlooking golf course and having arrived in the evening we were able to get food from an a la carte menu which was very nice. Front desk staff were not that cheerful but the restaurant staff were friendly.