Review of The Villas 4*

We had a fine staycation of 3D2N at sunway pyramid hotel. But there are definitely few things that needed to be improved as per below comment. The 'Bad': 1) the reception for check-in process are unhelpful and unfriendly. Not giving any info such as if the guest are looking for swimming pool, we have to travel to clio hotel as pyramid hotel doesn't have any pool itself and previously it was shared with resort hotel but unfortunately the pool at resort hotel was under renovation. I think the swimming pool is a basic facility for a hotel, i'm so surprise the the receptionist doesn't even giving any info at all during the check-in process. Only a booklet with room card that's all for the check-in. I booked the room under "eat, play & stay" package which suppose to comes with pals points. However, to none the receptionist give any advise on this at all. 2) overall concierge & reception staff are all kind of rude. When my family trying to look for the pool, we were told by resort hotel staff that the concierge team should arrange transport to send us to clio hotel so that we don't have to take a long walk from pyramid hotel to clio. The end result is, concierge staff ignored the request by their own staff — Naji, who is kind enuf to walk my family to clio, tho it's quite a far walk but we still thank him for treating us professionally. 3) The bathroom shower drainage was kind of clogged. An unpleasant bath experience… 4) When we approaching the reception for some info on lagoon ticket, the answer was rather disappointed. I feel that there should be some form of discount rate for hotel guest since the park is under same group? 5) The room key is not functioning. At first we gotten 2 keys, one is working and the other is not. Did a round of exchange at reception, yet its not working. Did a second round of changing at receeption again, it seems that the lift not able to detect the card correctly. I think for my 3D2N stay, I had changed like 3-4 times room key. Not sure if it was the reception staff have no idea how to set it correctly or just so coincident, but the last round of key fixing does resolved the issue… but to be honest, this kind of issue shouldnt had happened in the 1st place… The 'Good': 1) Naji — who is one of the hotel staff, really helpful and address our concerns and questions professionally. Please do encourage all your staff to learn from him as the minimal manner on handling guest enquiries. 2) breakfast buffer at resort cafe — excellent attendant to handling guest entering the cafe. Short to none waiting time after room checked that we are on indeed on the list. We get straight lead to our table. Very smooth process, the best i'll say that i've been experienced thus far. Kudos to the team at cafe. 3) Room service — Most of the time room service attendant did a good job in responding to our requests. However, the one who does room cleaning might need some improvement. As we do see the mattress seems not being replaced after the cleaning process.