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“Not worth to be a 5*-hotel”

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Meritus Pelangi Beach Resort & Spa, Langkawi
Ranked #2 of 16 Hotels in Pantai Cenang
Certificate of Excellence
Bergen op Zoom, The Netherlands
Level 6 Contributor
190 reviews
46 hotel reviews
common_n_hotel_reviews_1bd8 56 helpful votes
“Not worth to be a 5*-hotel”
Reviewed 12 August 2014

We stayed in this hotel for 4 nights at the end of our beautiful roundtrip through Borneo and Malaysia. Basically we expected a lot of this hotel (it should be the highlight of our holiday), but unfortunately we were disappointed. It went already wrong during check-in. First, our check-in was very slow, we had to give our passports to the staff (which is normal), but they returned our passports to other guests in first instance ! As we were staying with 3 persons on one room, an extra bed and extra towels had to be placed. This took approx. 4 hours and we had to call the house-keeping several times for this. After finally settled in our room, we wanted to have diner in the restaurant. This was the next disaster. All three of us ordered starters and main courses and as we know this might go wrong we told the staff that we FIRST want to get the starters and then - after a while - the main courses. Unfortunately they did not understand this and the main dishes were served, but we were still waiting for the starters. We returned the main courses and requested the starters first. After having finished our starters, they brought us the main courses, but this was already cold (because it was prepared earlier than the starters and as we returned same to the kitchen, they just gave us the same thing back). Of course, we made a remark on this as well. Finally we did not had to pay for this diner, but we expect first class service in a hotel like this. The first two nights when returning to our rooms after diner, we got visitors in our bathroom (huge cockroaches !!!!). We know that due to the tropical climate this might happen in this countries, but that's why we stay in a 5*-hotel, we expect that the hotel is acting pro-active in order to prevent this to happen and not just using some chemical staff when guest give a call. We had to call the house-keeping several times, it took a while before they came (apparently they were very busy during evening/night hours). The next morning I requested to speak to the General Manager, but unfortunately he was not available. I have to admit that we got another room and lots of extra towels. We were told that after having our showers in the evening, we had to dry the bathroom and then put all the towels on the drains. By doing this we could avoid that cockroaches get into our bathroom. We also made use of the Spa of the hotel. The massage was very good and the people at the Spa were very friendly. The hotel also has a little restaurant at the beach. The staff there is not very interested in the guests and is chatting with each other rather than serving the guests. Overall, our visit was disappointing. I know that probably the General Manager of this hotel will send an e-mail with lots of excuses, but this is far too late. He should be present in the hotel when people need him, not simply sending afterwards some silly words as this is really not professional at all.

  • Stayed July 2014, travelled with family
    • Location
    • Rooms
    • Service
Helpful?
3 Thank Christel8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Th0mas_Mueller, General Manager at Meritus Pelangi Beach Resort & Spa, Langkawi, responded to this review, 14 August 2014
Dear Christel8
- no, I don't make excuses. I sincerely apologize that we failed to meet your expectations.
I have discussed your comments with those concerned and obviously we need to improve greatly in those areas you mentioned.
Thanks for letting us know.
Thomas

PS: I usually listen to all my guests, but I was in KL.
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United States
Level 6 Contributor
103 reviews
96 hotel reviews
common_n_hotel_reviews_1bd8 76 helpful votes
Reviewed 11 August 2014

We stayed here for 4 nights in one of their Deluxe Sea Facing rooms and were very happy that we did! The room was large with a nice sized bathroom and outdoor sitting area. Aside from the cockroach trap in the bathroom, and what we think must've been a bat living inside the beams above our deck based on the droppings we saw every day -- everything was great -- besides, bugs and creatures can't really be avoided in such a tropical climate! The breakfast area was busy in the morning, but felt empty during most of the day. There is a beautiful stretch of white sand beach in front of the hotel that at times, you could enjoy all to yourself! Without any trees, it was too hot to layout once the sun was fully up; however, they had hammocks and beach chairs closer to the hotel and farther off the beach which still gave us a nice view of the ocean. They have live music each night in both the lobby area as well as at one of their beach-side cafe/restaurants. It was a perfect way to relax and enjoy a few cocktails and snacks every evening. Every staff member we came across was very friendly, accommodating, and always had a smile on their face. I cannot say enough positive things about their service! Although we did enjoy this property very much and would not hesitate to return, the price was a little high for Asia resort standards ($300+USD/night), and thus the 4 stars instead of 5.

  • Stayed February 2014, travelled as a couple
    • Location
    • Sleep Quality
    • Service
Helpful?
Thank Trisha C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Th0mas_Mueller, General Manager at Meritus Pelangi Beach Resort & Spa, Langkawi, responded to this review, 14 August 2014
Dear Trisha C
I thank you for your comments and the positive review.
Glad to hear that you enjoyed your stay and the staff did well.
Please come back soon!
T
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Rotterdam, The Netherlands
Level 5 Contributor
52 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 10 August 2014 via mobile

We were scheduled for the andaman but rooms were full. Agency suggested some other places but with a boy of 2 they thought this would suit us best. They weren't wrong. Great refurbished rooms on the beach. Great pool with children slides and toys. Super friendly staff and management. One tip give jam at breakfast for the little ones.

Stayed July 2014
Helpful?
1 Thank Martijn G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Th0mas_Mueller, General Manager at Meritus Pelangi Beach Resort & Spa, Langkawi, responded to this review, 14 August 2014
Dear Martijn G
thanks for your comments and kind words! I am happy to learn that you did not regret your choosing of our resort! Please come back!
Thomas
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Level 3 Contributor
13 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 9 August 2014 via mobile

The facilities and location of this beautiful resort are second to none. The room I stayed in spacious & decadent, which is what you'd expect for the price. Having a cocktail by the beach as the sun set... A highlight of my Malaysian holiday. Pretty sure the delicious buffet breakfast and dinner will cover most tastes too.

Just a pity about the staff. A few were absolutely lovely but more often than not we got a vibe of unhappy people tired of dealing with tourists. I only say this because I've been to Malaysia often & have the comparison. The locals are usually very lovely & welcoming, didn't find this the case in Langkawi unfortunately. It's enough that we probably won't return.

Stayed September 2013, travelled with friends
Helpful?
Thank Missy C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Th0mas_Mueller, General Manager at Meritus Pelangi Beach Resort & Spa, Langkawi, responded to this review, 14 August 2014
Dear Missy C
I apologize for my staff's behavior - most of them are actually very nice and accommodating with a smile. It is a pity that some of them marred your vacation time here.
I'll remind them of our service promise!
Thanks for bringing it up.
T
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Adelaide
Level 5 Contributor
36 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed 9 August 2014

We stayed for 6 nights and can only say the service, meals, facilities were fantastic. Nothing was too much trouble for the staff and they were always friendly and helpful. 10 min walk to the main shopping area of cenang beach, close to the airport and also right on the beach. Excellent pool areas and facilities. Would definitely recommend this resort

Room Tip: Room with a balcony
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  • Stayed August 2014, travelled as a couple
    • Location
    • Cleanliness
    • Service
Helpful?
4 Thank danbre56
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Th0mas_Mueller, General Manager at Meritus Pelangi Beach Resort & Spa, Langkawi, responded to this review, 14 August 2014
Dear danbre56
Thanks you for this review and the kind comments. Please come again soon!
Thomas
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Singapore
Level 3 Contributor
13 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 9 August 2014 via mobile

We had high expectations before the stay as we read very good reviews of the hotel. Unfortunately, there were a few disappointing experiences that made the stay an average one.
1. They sent too small a vehicle to pick up our party of 11 at the airport even though they knew the size of the group beforehand. They had to call for another van to pick us up and that took a while.
2. We had an email confirmation from the hotel that they could accommodate early check-in but when we arrived, they claimed that the rooms could not be ready. We waited again.
3. The breakfast provided was really disappointing. Most of us ended up having just bread, pastries and fruits.

On a positive note, the hotel location and amenities were good. Near to dining and retail options at Pantai Cenang, the airport and Kuah Town. The swimming pool, direct beach access and kids club were a draw for the children. On departure day, they kindly offered us a hospitality room after we checked out, to wash up and rest as our flight was late at night. We truly appreciate that.

Stayed August 2014, travelled with family
Helpful?
4 Thank Nuhs
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Th0mas_Mueller, General Manager at Meritus Pelangi Beach Resort & Spa, Langkawi, responded to this review, 14 August 2014
Dear Nuhs
I apologize for the miscommunication (on our side) with your airport transfers and the early check-in delay due to your large group needed to be close.
I am glad to read though that you enjoyed your stay.
Thanks for your comments!
Thomas
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Doha, Qatar
Level 4 Contributor
35 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed 8 August 2014 via mobile

Stayed for 3 nights with family. Langkawi is a boring island but the hotel was the saving grace. It is very well located right next to the Cenang beach. We had a garden facing room which had a lovely balcony. I didn't understand the need for carpeting in the room. It doesn't work we'll in tropical places.

The staff is great although room service is a bit of an issue. Perhaps because they were fasting, they did not agree to our request to tidy the room in the evening. The pool bar staff was a bit stiff and stuck up.

Coming to the pool, absolutely fantastic. Actually there are 2 pools but the one next to reception is super. There's a kid's pool with slides, see saws and the works. The beach in Langkawi isn't really soft but well maintained.

We didn't try food at the hotel but a 5-10 minutes walk will take you to the Cenang stretch where there are plenty of eateries. I'd recommend going there for food. Also there are a few laundry shops which do excellent cleaning at fraction of the cost that the hotel charges.

Overall we had a great time at the resort. It must say, however, that the room rates are not commensurate to the quality offered. Having said that, I would stay here again if I ever return to Langkawi.

Stayed July 2014, travelled with family
Helpful?
1 Thank gautam269
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Th0mas_Mueller, General Manager at Meritus Pelangi Beach Resort & Spa, Langkawi, responded to this review, 14 August 2014
Dear gautam269
Thank you for your kind review and comments about our resort. We hope you'll be back!
Thomas
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Meritus Pelangi Beach Resort & Spa, Langkawi

Property: Meritus Pelangi Beach Resort & Spa, Langkawi
Address: Pantai Cenang, Langkawi 07000, Malaysia
Region: Malaysia > Kedah > Langkawi District > Langkawi > Pantai Cenang
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #2 of 16 Hotels in Pantai Cenang
Price Range (Based on Average Rates): ££
Hotel Class:5 star — Meritus Pelangi Beach Resort & Spa, Langkawi 5*
Number of rooms: 355
Official Description (provided by the hotel):
Designed in the style of a traditional Malay village, Meritus Pelangi's 355 guestrooms and suites are housed in wooden chalets that are spread across 35 acres of lush landscaped gardens along a stretch of white sandy shores. Be ushered into a world of ethnic charm and tropical tranquility at this award-winning resort! ... more   less 
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Also Known As:
Meritus Pelangi Beach Resort And Spa, Langkawi
Meritus Pelangi Beach Resort & Spa, Langkawi Hotel Pantai Cenang
Meritus Pelangi Beach Langkawi
Meritus Pelangi Beach Resort Langkawi
Pelangi Beach Resort Langkawi
Meritus Pelangi Beach Resort & Spa, Langkawi Pantai Cenang

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