Mandai Rainforest Resort by Banyan Tree

With the unclear or even confusing (BusCoachResort ) signages before we could arrive at the resort , it was already a little fruatrating ...but from the moment when we finally arrived for checked in at the Front Office , our staycation at this resort seriously kick started off on the wrong foot. The front desk staff barely acknowledging most guests as we arrived. It took what felt like forever to check in which was supposedly 3pm , however in view of the unclear signages for parking , we only arrived at 4.15pm thinking that it should be a quick swift that we would get our room but when we finally got our room keys, it was close to 6pm , and we were given "all the excuses" besides rooms are not ready due to delay in housekeeping...then last excuse was "lapse in booking" by a non chinese Front office male staff . Yes i must admit the Sanctuary King room was the only perk us up with the spectacular serene lake view. And then we thought since hving enountered so much of hassle upon checking in which had already depleted our energy ..we kind of thought maybe we will do in room dining ( to enjoy the room view ) but upon clicking on the icon for in room dining ,we were however not able to get access to in room dining menu as repeatedly clicking on the in room dining were just advertisments . To add on ..there was not even a mini bar menu to be found in the room nor on the TV screen icons ... Also ,we were not given clear instructions about the dining options within the resort , we then only discovered the restaurant that will be serving us the breakfast next morn actually also serves dinner buffet but by then it was close to 730pm after having explored out with most food joints that were ady closing between 7pm to 8pm in Zoo or Birds Paradise... However ..I must say , from the moment we entered the resort restaurant, the F&B team really made up for our entire day of unpleasant encounter upon checking in , their hospitality smile and service going the extra smile...kudos to the F&B team with special mention to Uzair and Rohini ...who really make our entire dining experience so much more pleasant and enjoyable . We were really hoping for a relaxing experience resort staycation experience but the lack of basic service ( Front office team seem not able to handle the guests queries or rather appease the guests ) at the Front Office team immediately soured our mood. Not what we expected for a “luxury” resort stay. And not much of recovery marketing action was initiated with only a call to offer an extended late check out .... I am sure the management team would have already heard the guests grouses by the evening especially for an Opening day . And in view of our profession , we wanted to have the 1st hand experience at the luxury resort before recommending to our clients or guests ..with this experience I can only say I have reservations about the resort being able to deliver what they intended to...