What to expect
- Sleep Quality
Last 5 reviews
Cancelled my stay with 4 weeks to go….
Got an email today to say the hotel has decided not to open until August so my trip there, booked months ago, is cancelled. I’ve already booked flights and am now scrabbling to look for alternative accommodation. As I booked this months and months ago I got a good deal and now all prices are much higher. They must’ve know this earlier and I’ve been in contact several times with no reference to the fact that they won’t be opening. AWFUL way to treat customers and won’t consider again.
I tried to book this hotel online. But the transaction failed probably due to additional security measure which I totally understand as I was trying to book from abroad. But when I checked my credit card, the pending transaction was waiting for the resort to cancel/accept. It was nightmare to fix. When I tried to book through email, no response. I gave up about after a week. Instead I booked another resort which had more sophisticated and helpful customer service.
Do not consider | Still waiting for refund
Do not consider. In January 2020, we made a prepaid booking with the YTL Travel Centre for a July holiday at the Gaya Island Resort. Our credit card was charged in full for over MYR4,000 (~USD1,000). We were excited about our future visit. In April 2020, the resort closed due to Covid-19 and offered a postponement reservation or a refund of the booking. We chose a refund. A May 5, 2020, return email from YTL indicated “will initiate the full refund (in MYR) to your credit card.” Understandably, it also mentioned due to “high volume with our merchant bank on the refund” the “process will be taking slightly longer than usual.” In June 2020, we received an update that the “resort/finance department is temporarily closed until the further announcement by Malaysia Government, thus the refund process might take much longer than usual.” However, “Once our team is back to the office we will put your case as priority. ” Despite several efforts to communicate with both YTL and the resort since the June update, it is now over a year since YTL committed to refund our prepaid booking. We have received neither a further communication or update nor the refund. While the travel industry has been hit hard by the pandemic, YTL is a large conglomerate. It does not solely focus on travel and leisure. In fact, it has proudly announced a number of strategic initiatives on its website and increases in both revenue and profits over the past 12-months. On May 12, 2021, we indicated to the YTL Travel Centre we would share our experiences with Tourism Malaysia if we did not receive the refund within 14-days. On May 24, we sent a polite reminder and have neither received a response nor a refund. We have raised a complaint with Tourism Malaysia. Do not consider a holiday at this resort. Refund aside, the communication has been disappointing for such a well-backed organisation.
Update Re refunds
Just an update for any of you who were in the same position as me where this fabulous so called 5-star YTL hotel refused to refund deposits and payments when they closed the hotel due to covid restrictions. After having absolutely no success with the resort (other than them offering to transfer my booking to a resort in Indonesia - mmm wrong country!) I applied to my credit card company under section 75. After a long 9 months I finally got my refund today. 😀. Anyway have rebooked Borneo for next March and keeping fingers crossed that travel will be OK by then. But I’ve learned my lesson with YTL hotels and have booked into the Shangri La’s Tangung Aru and Rasa Ria resorts in Kota Kinabalu. No upfront payment required. Can cancel without penalty up to 1 day before arrival. No risk.
Very disappointing - no response, poor customer service, no refund
We had booked to visit Gaya island in October however unfortunately our booking was cancelled due to the resort being shut due to covid restrictions. Which is understandable, however their communication since this cancellation has been appalling. Firstly, they offered us a voucher refund and then since then they stopped responding altogether. We paid over 2000myr for our stay and are so disappointed that we cannot even get a response from them. Not even to get vouchers for another YTL resort. Especially as we are loyal customers of YTL resorts ad have stayed in many of their hotels. Very disappointing service leaving us out of pocket!
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