We visited Equarius Villa for my husband's 33rd birthday since my husband proposed to me in July 2019 at the same location. It wasn't so much of any single incident that affected our experience, but a build up of dissatisfactory issues. Firstly, I tried writing in to request for an early check-in/late check-out since we were going to spend only 1 night at the Villa and had planned a day of activities, but the email responses from the staff were unhelpful and we received the same response each time; i.e. to check with the front office upon check-in. When we arrived at 2.15pm, we had to wait until 3pm before the room key was prepared, and even so, when we arrived at our villa, the engineers were still in our room trying to fix our balcony door despite already been told that the engineers would return at a later time. The mini bar was dismal and sparse (only had bottled water with no snacks), and again we didn't get a confirmation if late check out was available. We were given a number to call to request for our complimentary buggy back to our villa while we were within the resort premises, but nobody picked up at the other line when we called at 10pm and we had to look for alternative transport on our own (complimentary valet service was supposed to be 24-hr). The inclusive breakfast was definitely the lowest point of the experience. When we stayed in 2019, it was a wonderful hotel breakfast buffet. This time round, it looked like it was centrally prepared at a central kitchen and we could only pick 1 out of 4 options. The food was cold, the curry runny, and the smoked salmon didn't look fresh at all. We left feeling really dissatisfied with the food. Last but not least, upon check-out at 11am (sharp, since nobody wanted to tell us if we could get a late-checkout), the hotel mentioned casually that they had extended our check out to 1pm. We would have appreciated it if we were told the night before. Overall, it was truly a disappointing experience and I doubt we'll be back again. For the same price point, we could have enjoyed a much better experience at the Ritz Carlton for 2 nights minimally. …
We had a wonderful experience at the ocean suite. That is more so when the service staff especially our butler John helped us so much for the whole journey. He gave good advice on attractions and was very attentive to our needs. Thank you for the hospitality.
Amazing service. The butler service was top notch - they were fast to response and paid extra care to requests. Earlier upon booking, I have wrote down a note that I will be planning a surprise party/proposal, the butler, Mr Kim contacted me and help coordinated the planning of my big day. He made special arrangements beforehand and made sure the surprise was a success. I couldn’t have done it without his help, and I am grateful for it. On top of that, he volunteered to have the room set up to welcome us. 🙏🏻 It was a memorable experience. Thanks to everyone at RWS ❤️
Jesslyn and Wichai arranged a wonderful 2N stay for us at Equarius Hotel. Check in was very smooth. Simran was very nice and the process was over in a jiffy! Fanfan helped us with the baggages. The rooms were lovely and we were surprised by the chocolates!! My kids ate them all up! The pool was gorgeous and we went for a dip twice. Wichai constantly checked in on us to seek feedback. Breakfast at the Tangerine was great!!! And we received free buggy rides at times when we missed the Shuttle service. Loved it. Will recommend anyone!!! Oh yes, the uncle with his signature straw hat is so friendly!!! A tiny wish, hope they provide Bacha coffee in the room and that will be perfect!
Beach villas is a ideal getaway for people who like peace and tranquillity! Mr Kim Chuan is very helpful and attentive in making sure we have what we need and ask for! Making the staycation a very pleasant one!
My family had an enjoyable stay at ocean suites over the weekend. We were amazed by the aquarium view in the room and room were 100% clean! I would like to highlight on the butler team who send us in and out of the room multiple times. They were friendly and had so much patience towards my kids. Also butler Mr Kim who were very efficient in attending to our request. Thankyou so so much! We would love to return for another stay soon.
Firstly I would like to give a thumb up to Mr kim chuan and johti as they are very responsive to our requests which make our whole trip more enjoyable. My family and I had a really wonderful time at beach villa.
I made a last minute booking with the RWS beach villas to celebrate my son's 1st birthday, it was a splendid experience with the help of the beach villas butler team, would like to extend my thanks to Jothi, Kim Chuan, Andrew, Jasper and the rest of the wonderful and polite butlers team. They made my stay at the Villas an unforgettable one and it all begin with assisting my decoration vendor early in the morning. Would like to compliment Jothi and Kim for their swift and decisive service when challenged with last min tasks, throughout my experience staying in various hotels, the stay at the beach villa's service provided is exceptionally good especially with such a well trained team, the stay, the view is breath taking but nothing compared to having such a great team of butlers facilitating your needs in the most creative unbelievable ways imaginable, will definitely come back in the near future…
I was so looking forward to booking the 1 bed pool room for 4 nights for my 40th birthday but unfortunately this was a a letdown. There was no large disaster or issue that I could have raised with the hotel (in the short span of time reception is open) just many, many small ones which added up to my overall dissatisfaction, especially when paying over $1200AUD per night. Summary below: • Initial enquiries via email on availability and dates were slow to respond, incorrect hotel given, unclear and then ignored after my last email, perhaps I should have seen that as a sign and not gone ahead and booked • Check in was slow, and the lady working was not very friendly or helpful. She also nearly didn’t give our passports back as had buried them under papers on her desk, and didn’t realise until my husband asked after we walked away. No information was given about the property, services, facilities or on the fact that reception isn’t always open or manned, or any facilities (or lack of) or services in the hotel or complex other than “call your butler”. For example, when arriving in the room we saw there was no beach/pool towels, so we called to ask for some as we didn’t know how to get any to use our pool. The next day, walking around the property we saw a man seated next to the pool with cold water and pool towels for guests – no one told us • Was told “your villa is in walking distance but this time only the butler will take you” and this was really the only information given on their services. It’s a shame, because on the second last day we passed a butler in a buggy who offered us a lift and took us to a closer drop off point for Universal Studios, he was a lovely man and it’s a shame we weren’t told he could take us within resort world earlier, or anything else they could offer as this was probably a missed opportunity • The complex, and our room desperately needs some maintenance and improvements made. The room was run down with chipped pool tiles in the spa (including 1 that I cut my finger on) sticky tape and deflated balloons were left on the outside wall, the shower smelt strongly of mould/damp, the decking was cracking and rotting in places, leaves in the pool at all times and not cleaned up, some curtains off the track. Of course, these are things that all happen and individually not huge issues, but when combined and paying over $1000 a night these should be addressed. Also, outside our room was an empty, dirty and fenced old dolphin pool, it wasn’t a very glamorous entry • We were given a local number for the butler, but I tried to add it to whatsapp and said they weren’t on there. I was an overseas traveller with no phone roaming, so a local number was of no help to me. So I dialled from the room, the line for butlers, but seem to get a call centre desk first. I asked about the shuttle bus as I remembered reading on Trip Advisor that there was a shuttle, and was told no there is no shuttle. I thought I must have misheard so I double checked and it was confirmed no shuttle is available. I walked up to the Equarius Hotel to try and get a taxi and imagine my surprise to see a shuttle map pasted near the entry… The shuttle service, while great, also had limited information, i.e. nowhere was there information about what time or how often these run. You just sit and wait and hope for the best • Re my birthday - they wished me a happy birthday on check in and I was told by staff “we have cake for you let us know when you want it” (a few days early which confused me a bit as the lady had confirmed my date of birth at check in) but that was really kind. Then on the actual day, late in the afternoon a family member let my husband know they had sent a gift (a cake) which was due to arrive 10am -12 noon and did we receive it. No we didn’t. My husband called the help number and was advised they didn’t know and would look for it. Perhaps half an hour later it was delivered, no real apology or explanation. This was a bit disappointing they didn’t notify us. We had been out (after 12) but there was no note under the door, or message on the phone. So, had we not asked would I even have received the $60+ cake organised by someone all the way from Australia? Not sure. • Mini bar not replenished, despite being included • You should know there is almost no F&B available at the hotel other than a Chinese restaurant and very limited room service. You cannot get coffee on site and need to travel via the shuttle or a 20 min or so walk to spend $15 or so at Starbucks or McCafe. I don’t know about breakfast of which hotels in the complex offer this as no one provided me any information on this • Should the hotel be reading or interested, there are some improvements that could be made to this room type – mosquito screens would be great on the sliding doors so that they didn’t need to be closed with the aircon on all the time. Note – there are HEAPS of mosquitoes there, both husband and I despite wearing repellent provided and our own got bitten every day in the pool. Also having a roof over some of the decking would be great so that towels and any items left outside won’t get wet and the space can be used when its raining It was fine, but only fine and the product and service is absolutely not in line with the price paid, there is just no value there. At nearly $5k AUD for 4 nights, I wouldn’t stay again.…
Visited with friends. Overall the resort is clean, quiet and peaceful. The counter staffs were warm and polite. The butlers on duty during our visit were Jasper and Andrew, they were very nice to us and always attentive to our requests. Despite hectic weekends, we can see that they were still trying their very best to fulfill our request, kudos on the service and many thanks to butler team.