We were booked into Bunga Raya for the second week of our honeymoon and from the pictures on the website, we were naturally very excited and had high expectations for our arrival.
These lasted up to the point of being shown our "deluxe" room (#20). Dark and bare, it was depressing and far from the luxury boutique we had expected and paid for. We could have put this down to personal taste and high expectations until we found cobwebs in the bedroom, mould in the bathroom, an uncleaned bath, stains on the daybed in the lounge, windows that were rotting and would not close and holes in the bed sheets. For an alleged 5* resort charging in excess of £400 per night none of this is close to acceptable and we were really disappointed.
When these points were brought to the attention of the management, the room was cleaned but nothing was done to try and win back our first impressions, and their response was "well sometimes a hotel just isn't suited to a couple".
As has been previously mentioned by other reviewers, the choice of restaurant is limited to 2. the Koi and the Pantai grill (only open in fair weather) on the beach. If the menus changed or varied on a daily basis this would be fine, but there is only one menu for each sitting at each restaurant. The food was fairly priced and of below average quality, and I had food poising from some softshell crab. We discovered for ourselves by reading the hotel brochure that there was a wine cellar to eat in and we were delighted to have a break from eating at the Koi but could not understand why this had not been mentioned or suggested as we were there on our honeymoon.
Again,it was the small things that I would have expected from a 5* resort that were lacking. During dinner in the cellar no one light the candles that were on the table or around the room, we were forgotten about and our main course was served whilst our first course plates still sat there
Our biggest issue was that the hotel was desperately inconsistent – sometimes we were offered the menu for breakfast to have cooked things other times we werent. Sometimes we were given towels and water at the pool, other times. They ran out of sparkling water one day, there was no cheese at breakfast one day, no yoghurt another day, and no orange juice on another.
Conscious of our disappointment, the management made a very nice gesture of upgrading us from the delux room to a plunge pool villa for the last 3 nights of our honeymoon. This was a smaller room than the delux, but had the added in-room benefit of a coffee machine! The plunge pool was dirty and there was a bottle cap floating in it when we moved in. Taking all of the above into consideration, I nearly fell over when I was told how much the room rate per night was - £500 plus!!!
We were meant to stay for 7 days but checked out after 4,5 days to head back to the Shangri-La in KK to at least end our honeymoon on a high.
In summary, I would be hard pressed to recommend this hotel to anyone and cannot fathom how or why it is worthy of 5 stars.
