We stayed here for over a week and while the manicured lawns and local staff were absolutely lovely, we constantly felt uneasy with US owners Jim and Kelly. It would be little things that added up, like asking could we perhaps not have croutons on our daily salad please, as we were on a diet (we were on full board), owner Kelly would exit the kitchen and exclaim: "What? You don´t like OUR CROUTONS? What´s wrong with them?" We were constantly reminded that we were there as their guests and were expected to behave as such, otherwise, as owner Kelly put it, we “…would be thrown out. We throw out anyone we don´t like here.” We ended up being rather afraid of these people, which at 300 pre-paid USD a night for over a week is an awkward situation to say the least. You will be able to get a glimpse of the creepy hectoring tone when the owners reply to this review, as they no doubt will at length, saying what weird guests we were and pointing out this and that about us. But hey - we were the ones who left thousands of dollars with them, not the other way around. Yes, we were afraid of these people and so we didn´t dare ask to please have our sheets changed (which was kind of yucky after seven days), and we felt relieved to get out of there.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
2 February 2012
An undeserved and inaccurate review such as this makes it difficult to respond objectively. We are a small, family-owned-and-managed eco-resort. We take enormous pride in our business, in which we offer a relaxing experience in clean, well-furnished accommodations and great diving, with excellent meals. 96% of our guests who write reviews agree with us. We do this while maintaining a light footprint, since we supply all our own energy needs via alternative energy, i.e, wind, solar, and hydro, with a generator only for backup. We built our resort with our own hands, starting with clearing the land 9 years ago, and did so with environmental concerns in mind, using local products and labor. We are aware of no other resort in Fiji that provides the level of comfort we do without using a generator as the main power source. We provide 240V electricity on a 24/7 basis with alternative energy, an extremely difficult task in a developing country.
We are fortunate to have guests who appreciate the intimate and relaxed surroundings that we offer at Nakia. Many of our guests are now friends and return to visit annually. As a matter of fact, we were fully booked when this couple was on site in December 2011 (not July as stated). They were the only new guests, with all other parties return guests. The reviewers, a couple, were also divers and their lack of enthusiasm after surfacing from world-class dives with small groups, attention to detail and caring service, bewildered our other divers, who mentioned it several times. Apparently, they were pleased with the diving since they booked an additional day.
We also had a special Fijian Christmas choir perform for our guests on Christmas eve. Our other guests were truly touched by the experience. When the reviewers were asked if they enjoyed the choir, they responded that it was o.k. It was a disconcerting week for us as we really try to make our guests happy. Things now make a bit more sense to us, since 3 of the 7 reviews posted by this reviewer are "poor" or "terrible". We just have to accept the fact that we can't please everyone.
The reviewer stated that we would describe them as "weird". We don't think they are weird, but they did seem angry and unhappy. They arrived that way, remained that way during their stay, and left that way, despite the best efforts of staff, management, and other guests to cheer them up.
The reviewer has 2 main complaints: 1) she felt intimidated by my wife's remarks, and 2) her sheets weren't changed often enough. My wife and I are a retired couple in our mid-60's. I don't think we intimidate anyone. Since we are a small resort, we get to know all our guests personally, not merely as the couple in Forest or Garden bure. Some guests are outgoing and welcome interaction with us and other guests. Some prefer a more private experience. We try to be attentive to the level of interaction desired by our guests. These guests preferred more privacy, so management and other guests didn't have lots of interaction with them. I am extremely proud of the skills my wife, Robin, shows as the official hostess of Nakia. She is a smart, compassionate, and loving person. Her social skills far outshine mine, and she makes friends with everyone. This is not just an acquired business skill. She really likes meeting and interacting with new people. I don't believe that her words or actions could ever be felt as threatening or intimidating by anyone.
As part of our service to new guests, Robin gives an orientation when guests arrive on how we do things at Nakia, our menu, meal times, eco features, etc. Part of this intro lets guests know that, as an eco-resort, we change linens when the guest asks. You can have fresh linens daily if you wish, but you need to let our staff know. Apparently these guests never informed our staff of their needs, if their sheets were not changed often enough to suit them. Regarding the guests' comments about her croutons, and subsequent fears, I'm at a loss. Robin is not a confrontational person. I know her well after 44 years of marriage. She may have asked the guest if everything was alright with the food, but she would never act as this guest described. She is a genial host who is happy when our guests are happy. I also don't believe that she would say that we "kick people out we don't like". We have had thousands of guests at Nakia since we opened, and have never asked anyone to leave.
All resort owners occasionally get dififcult bookings. Robin tells all our guests on arrival, that if they experience some facet of their stay that we can improve, please let us know at the begining of your stay, not at the end. I'm sorry that we didn't succeed in giving these guests the experience we hoped for, but we will continue to try to make every guest have an experience at Nakia that exceeds their expectations. We don't pretend to be perfect, but no one tries harder to provide a rewarding experience to their guests. This is a family business, and we are here to stay. Thanks for reading this lengthy response. Regards, Jim Kelly, Owner/manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC