Arrived at Taufua Beach fales around 11am and a staff member/local jump in our rental to show us where to the 2 Mountain View fales we booked were located.
Room still had people in it so we decided to visit family nearby and return later after lunch. Around 1pm we arrived back and room still wasn't cleaned or ready for us.
I wasn't impressed by young woman’s customer service tending the shop in the main dining area. Enquired about lunch and was told they didn't do lunch service and only options for lunch was plastic cup/ noodles and potato chips. She was not friendly, helpful or at all welcoming. I asked her if there was a kettle in our room to boil water and she was very blunt with me almost like I was inconveniencing her for asking questions and requesting to buy things.
By this time my husband, the kids and I were hungry and also bothered by the heat, we received no apology about our rooms not being ready and we didn't get any warm welcome and then after receiving crap customer service from this woman it really left a lasting impression.
On inspection of our room the basic bare amenities were there. Along with a working fridge, shower, and kettle and tea/coffee/milk sachets with a bowl of brown sugar full of ants.
In one of the rooms booked the air conditioning unit was leaking into a bucket and we put a towel in to mask the sounds of the loud dripping noises but that didn't work. Also it did not appear to be safe as it was leaking near an exposed electrical socket.
Dinner set up is awkward and uncomfortable. Guests sit together on 1 of 2 long tables in the dining area and plates of food are placed on the tables. No one is told to pass the food around.
My family sat in the middle of one table and we got potato salad and coleslaw placed in front of us and I'm not sure if this was done deliberately but all the meat dishes were placed at the ends of each table and all the food was pretty much gone even before people realized that they had to share and pass the plates along.
Surely doing a self-serve buffet dinner would be more effective, because when we were there it just seemed like there wasn't enough food at all. Didn't find that dinner was value for the money paid at all as we were still hungry after and the plates of food were not replenished or monitored by staff.
We retired back to our rooms and there was a power cut. We then had to wait 1 hour in the dark for the power to get turned back on. We had to go to the house to inform them, and were told it was on a pre-pay system. Which was an inconvenience and I was very annoyed at how long it took to get power back on. My 15 month old became really unsettled and upset at the heat and it was quite an uncomfortable night’s stay.
The view on the mountain is nice and picturesque but it's a shame to see workers throw rubbish over the cliff into the bushes. Having some picnic chairs or an area to enjoy the view (beware of wasps) or finishing the pool would make staying at the Mountain View Fales way more appealing.
The unwelcoming customer service, unsatisfactory dinner, the power cut and leaky air conditioning unit was enough for me to want to just pack up and leave the next day without having our complimentary breakfast. When we drove down to check out, one of the male staff members flagged us down and said that they had breakfast already prepared for us and insisted we eat. So we stayed to be served a sub-par breakfast of dry pancakes and fried egg. My husband had just made a cup of milo and was using a teaspoon to stir it, the same lady who was manning the shop day before approached me and asked for teaspoon and rudely snatched it. She didn't have the manners or common courtesy to ask if we were finished. Like seriously is there only 1 teaspoon for the entire breakfast service to be used?
I have no idea why this woman is even working in customer service or was hired to deal with people. Her attitude and unprofessionalism left a lasting impression on me and that's to never book again at Taufua and to never recommend it to friends and family.
I would not recommend Taufua for a family holiday spot and I am disappointed that the positive feedback i read on Trip Advisor didn't reflect in what my family experienced first hand. Don't waste your money here, this place is overrated and overpriced.
- Official Description (provided by the hotel):
- Tourist service provider of accommodation, bar & restaurant. Tours on or off the island are arranged on the premises. About 1 and 1/2 hour by vehicle from the International Airport. We operate in 2 locations: 1) On the beach of Lalomanu; and 2) on the cliffs of Lalomanu overlooking the beach and the Pacific Ocean along with Islands off the beach of Lalomanu. ... more less
- Reservation Options:
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- Also Known As:
- Taufua Beach Fales Hotel Lalomanu