This hotel has a really nice setting with simple rooms and reasonably clean. The gardens are lovely and the staff are very friendly, but they hardly speak english. This makes it very painful from trying to order a coffee to booking a massage, but there are sometimes 1-2 managers available that speak broken english, but it is still a struggle. Although it is a nice place the lack of english and cultural awareness (such as personal space and standing around and staring at you) makes the experience quite stressful.
I also tried several of the beauty treatments and massage and they were all very bad. The girls have a general idea of what is involved, but they do not know how to deliver a spa experience, which is very important if the hotel advertises themselves as a spa. I booked an in room massage and it was average (because the girl was not properly trained) and a facial the next day in the salon. It was disappointing because it was rough (again because they have not been trained) and also not having understanding on foreigners expectations regarding privacy. We do not like having doors wide open while we are receiving treatment, being in view for people passing by, even if we are clothed. We also like therapists to leave the room when we get changed, but again this is near impossible to communicate.
Also, when offering a facial where the is a 30 minute wait for mask to dry I suggest offering the service in a quiet location and not walking in and out of the room leaving the door wide open. Also, the services are not what they are advertised as. For example, a head massage was not a massage but a rough hair treatment, which consisted of putting oil in my hair and washing it out. Honestly all treatments were unpleasant and I travel specifically to try out beauty treatments, but this will probably not be an issue for most other travellers.
My advice is for travellers staying at this hotel is to be patient with the staff and have your beauty treatments from other locations. My advice to the hotel is heavily invest in some cultural awareness training and customer service english for your staff and I think your overall rating will improve significantly because you have a good location and nice staff. Also, please remove the spa treatments because it requires significant investment into training staff properly and bad experiences will continue to effect your ratings and opportunity for repeat customers.
Keep in mind most customers will not give their feedback instead if they do not enjoy their experience they just won't return to your hotel and they won't recommend it to their friends.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC