I finally made my booking directly to the resort early last month for my upcoming holiday in mid Aug but truly dissapointed with them even before arrival.
Here's the chronology:
On early June, I emailed them asking about the points below:
- to request the availability of sunset view jacuzzi over water villa
- surprise arrangement for my husband
- query on seaplane transfer arrangement
Then the reservation manager responded in sending me a form to complete saying that the villa would be confirmed upon payment. He did not answer to my other queries.
I responded on the next day with the filled form and again asked those 3 points.
On that same day, i received notification from my bank that credit card has been charged succesfully for the villa booking but Veligandu Resort reservation manager did not reply to my mail.
The reservation manager responded a couple of days later telling me that payment was declined and asked me to check with my bank. Again, he did not answer to any of my request and queries at all.
I replied and cc it to the General Manager stating my dissapointment in not getting any response to my queries but yet, my credit card has been charged.
The Reservation Manager replied apologize for not noticing the payment done, booking has been confirmed and sea plane transfer will be arranged accordingly.
However, he diplomatically responded that he would do his best in getting us the sunset view villa.
I am utterly dissapointed with his response. The purpose of booking early and directly with the resort is to ensure that we get the kind of villa we want. It's not a cheap holiday afterall.
Fingers crossed that we would get the the kind of villa we want on the day of arrival. Totally disappointed with the way they handle reservation and really wonder how they get those awards.
And up to now, I hear nothing from the General Manager himself.
Anyone having the same experience as us?