I’m mindful that this is a public forum and before I ventured to write an outright negative review, I went on tripadvisor to see if somehow our experience is some kind of outlier, if it was personal to us. However, upon canvassing through many positive reviews, I felt reassured as we experienced the same frustrations as reported in the negative reviews. We are not the only ones.
Not a ‘show stopper,’ but the often quoted negative points are true … the reason why this resort is so large is that much of the island was built by reclamations, producing quite an artificial and sterile feel, compounded by a not-terribly-special decor, as compared to the other Maldivian resorts. Yes, there is no ‘house reef’ … you will not see an array of marine life outside your water villa, unlike at other resorts.
However, what sets this hotel apart is simply how ‘difficult’ the management is and when you actually have special requests, how downright rude they immediately become. Two unforgettable examples:
- When flying in/out of Maldives, there is a slew of evening flights. Many Maldivian resorts permit late check-outs to ensure a smooth stay – after all, many new guests may not come in until the evening and we are all ‘captive’ to the hotel. As also mentioned in the “Paradise – but” review, this hotel simply will not permit late check-out (until say, 6pm) – they may have the availability, but they insist on charging you.
Our experience was even more incredible. They declined my request for a late check-out. I asked to speak to someone more senior. Even better than the experience of “Slipping down a slippery slope,” the Resort Manager actually called me back. He rang, gave his name and curtly said, “I’m calling you back” … he was not briefed, and went silent … I repeated my request for the third time. Without even an apology, he just said, “No, we are not granting you a late check-out” and even shortened my check-out time from 2pm to 1pm. I asked why the heck they are so strict, especially as we didn’t check into the hotel until 1am and paid for that day’s stay … as well as had some troubles with our stay already. He just hung up on me mid-sentence. I was shell-shocked.
We didn’t want the hassle and paid US$1,400+ extra to stay from 2 – 6 pm.
- This culture must be prevalent throughout their management. We chartered a private boat for a couple of hours, which cost over US$1,000. The cost is fine to us. However, as we understand, these excursions include some sandwiches and drinks. The resort forgot to ask us what we wanted to eat – we experienced many sloppy little mishaps during our stay here. They came clean, they told us that they didn’t prepare anything. Not a big deal – my husband then grabbed some chips and crackers from the minibar for the boat ride.
When we checked out … after spending around US$30,000 on this trip (including US$9,000 in extra charges) … we asked, out of principle, that they can kindly take this US$51 minibar charge off the bill, and calmly explained why. The Reservation Manager came out and said ‘no,’ as we didn’t indicate our food request until too late (yes, when they realized that they forgot to ask us). Moreover, what I don’t understand is why aren’t they the ones who should be asking us what we want, we shouldn’t have to seek this out. My husband – who is typically super relaxed about service mishaps, etc – just couldn’t take it anymore and went ballistic, asking, ‘Did we have to ask you to put the gasoline in the boat.’ The Reservation Manager proceeded to stick her hand at us – give us the ‘speak to my hand’ gesture – and said that she is simply not speaking to us anymore and walked away.
She even had the audacity – 2 minutes later – to send us off on the departing boat and say, “I hope you had a nice stay.” I just told her, “No, you really don’t” … we were livid … my heart was pulsating quickly. This is how One & Only wants their guests to leave their hotel, after spending close to the average annual income of many developed countries.
I couldn’t help to think why are they guys even in the hospitality business, it must be painful for them … they are better suited for the penitentiary business.
Company culture comes from the top … and I think this all starts with the General Manager. As described by in “Slipping down a slippery slope,” the GM indeed “waltzes” around … he never introduces himself and doesn’t really want to hear from you … rather, he will catch my husband yawning (yes, we were jetlagged) as say “Tired, aren’t you” and whizzes away … you just don’t know what hit you. As I see from the “Honeymoon from Hell” review, I’m not going to write to the management, they guys don’t care.
We love the Maldives … this is our 5th trip and of course, we will be back. I think if we want a “magical, hit-it-out-of-the-park” villa and romantic experience, we are going back to Soneva Gili (which I’ve heard has been just renovated). With children, we will go to Four Seasons (new resort) … Four Seasons is just a much better managed hotel chain. I’m now starting to feel guilty with my slightly critical review of W Hotel … W Hotel also offers new, hip, fantastic villas, a great house reef and their management at least tries … unlike here.
P.S. Why I didn't give this resort only 1 or 2 points ... it does have nice points ... a wide range of foods, great spa therapists, decent 'hardware' (the gym is new & great) and some very friendly front-line staff ... so I want to be fair.
Room Tip: observe how calm or rocky your lagoon is ... decide what direction (N,W,E,S) you like to be facing...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC