I am writing to inform of our disappointment on Wadi Samrah Resort’s management in handling our booking to stay at Wadi Samrah Resort, Janda Baik, Bentong, Pahang.
I am writing here as I could not find a page on the resort in tripadvisor.com to provide my review.
We made enquiries on 29 December 2013 regarding staying at Wadi Samrah Resort for a night on 31 December 2013. On 30 December 2013, we confirmed with the resort’s management for the stay on the mentioned date and made our payment as agreed.
On 31 December 2013, we arrived at the resort in the afternoon. After unpacking our belongings, our children changed and went into the resort’s swimming pool. A few of us then started to prepare dinner while others went out to get more groceries.
At 4 pm, when every thing was going smoothly, we were approached by the resort’s manager, who had handled our booking. We were shocked when informed by him that we had to move out. His reason was that the resort’s owner had arrived with his family and friends and they wanted to move in.
We argued that we had made the booking, paid for it and as such, entitled to be there. Howeverso, the manager insisted that we had to move out as the resort’s owner was already waiting. To assist us in finding a place to stay for the night, the manager had made calls and found a nearby resort which management’s had agreed to take us in.
Not wanting to create any scene in front of our children, we reluctantly packed our things and moved out to the nearby resort, which we found was of lower standard than Wadi Samrah.
After our night stay at the resort, we discussed with the manager for a discount as compensation but our request was turned down.
As customers who were looking forward to spend quality family time at Wadi Samrah Resort, we were very disappointed with what had happened.
Appreciate if Wadi Samrah Resort management could ensure quality customer service in the future.
We hope that Wadi Samrah will learn from this experience and improve on its customer service in view of Visit Malaysia Year 2014.