"I was very pleased with the room. I was also very pleased with the island, having chosen one with fewer people. The food was also good. The service was also quite good. However, I gave it the lowest rating for service, and it wasn't specifically because of the staff! They were all very nice.
Here's why. Before booking, my wife saw a video of the sunset view from your villa and was deeply impressed. She desperately wanted to experience it for herself, so she insisted on choosing your hotel for our vacation. To accommodate her wishes, I specifically booked a Deluxe Water Pool Villa for four consecutive nights, rather than the ”two nights in a sand villa and two nights in a water villa” combination that many guests choose. This decision was made solely to increase the chances of getting a sunset-facing room. We've also stayed at other Maldivian islands that clearly distinguish between sunrise and sunset rooms, making the choice clear and the price difference relatively close. Therefore, since your hotel doesn't have this type of room category or option, we've specifically emailed to request it. We hope you will understand and accommodate this. After booking, I sent three emails, each one sincerely requesting a sunset-facing villa, clearly stating that this was our only and most important request. I also stated in my emails that if four consecutive nights weren't possible, even a change of rooms midway through, and only two nights in a sunset-facing room would be acceptable. Your response consistently stated, ”We'll do our best to accommodate your request.” For the reasons I mentioned above, I assumed it was at least an internal coordination issue. To avoid causing any inconvenience for the hotel, I sent my emails ten days in advance. I assumed this modest request would be accommodated. However, throughout our entire communication process, no one informed us that a sunset-facing room required an additional fee to confirm. It wasn't until we arrived that the hotel staff first informed us that other guests had already secured a sunset-facing room by paying an additional fee. If this information had been made clear during our reservation or email correspondence, we would have been fully willing to pay the required fee to ensure this sole request was fulfilled. However, during our stay, we weren't even offered a sunset-facing villa for a single night. Initially, we were disappointed, but not furious. After all, we understood the limited room options on the island and were willing to sympathize with the hotel's difficulties in arranging them. But what was truly unacceptable was that during our last two days, while chatting with several guests, we learned that they hadn't requested any room type preferences, yet had been assigned sunset-facing rooms at a lower price than ours. Furthermore, we had repeatedly requested a single night, yet we weren't even offered one. This contrast left us feeling not only disappointed but also deeply neglected. This prompted me to raise some serious questions: 1. If sunset rooms can be reserved for an additional fee, why didn't the hotel proactively inform us after we explicitly asked three times? 2. If it's not possible to pay extra, why were others offered them without even asking? 3. If everything was just a matter of luck, then what was the point of my three sincere communications? We paid a higher price, expressed our single preference upfront, and yet were completely ignored. Seeing others easily secure their accommodations while our repeated requests yielded no results was more than just a failure to meet expectations; it felt like a perfunctory and indifferent experience. We are not picky guests. On the contrary, we had full trust in your hotel, which is why we repeatedly proactively communicated and sincerely expressed our requests. We only hope that in the future, your hotel will be more forthright, transparent, and responsible in addressing customer requests. Especially when faced with such a unique and reasonable request, you can clearly provide real options, rather than a vague ”we'll do our best to accommodate.” I will copy the hotel's official service review. I hope the hotel will respond positively to this matter. Even if it is impossible to remedy the regret now, you should provide a convincing explanation."