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Stella2014

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About Stella2014

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  1. We had our wedding reception at Cyberview Resort & Spa as this 5-star resort could offer our family and friends with its uniqueness and location in Kuala Lumpur. We corresponded with the resort’s wedding planner for about half a year before our travel to Malaysia. Indeed, it was difficult to plan such a dream wedding from abroad. Corresponding through emails was not the best option as we could not receive crystal clear answers to our questions from the wedding planner. We had to call many times to sort things out clearly taking into account that there was a time difference between Malaysia and where we live. We arranged and received confirmation of our first appointment with the wedding planner weeks before our travel to Malaysia. We were quite excited about it as it would be our first time; face-to-face meeting with our wedding planner and visiting at the venue. Upon our arrival at the resort, we were charmed with the green beauty of the surroundings. Shortly, we encountered with our worst nightmare of our dream wedding just two weeks away. We were informed by the Sales and Marketing Director that our wedding planner has apparently resigned from her position. We were totally shocked as the Department should have the courtesy to at least inform us beforehand. Is this a 5-star resort’s professional work towards their guests who are planning for their dream wedding at their Cyberview Resort & Spa? Indeed, we were extremely disappointed and beyond words. The Sales and Marketing Director quickly assigned us with a new wedding planner on the spot. We had a thorough discussion along with the Director and our newly assigned wedding planner who was very helpful. She noted down our wedding requests on a piece of paper. On the day of our wedding reception, we thought that things would work out smoothly but unfortunately, not. We spotted our names were written wrongly at the VIP parking lots and even the ‘floating name on the ground’. We had to inform the Receptionist as we did not see our wedding planner at that time. Furthermore, our names and wedding date were not placed on our wedding backdrop as agreed earlier. The wedding backdrop design was placed beautifully but it was missing with our names and wedding date. Not forgetting to mention about our flower decorations and corsages. We expected that our flower decorations on the tables and corsages were fresh on the very day of our wedding reception. Surprisingly, they were not. We were quite unsatisfied about it as such minor matter could have been avoided and handled appropriately by the wedding planner/assigned florist. Also, there was no proper signage from the main ballroom to the Chinese tea ceremony’s room. Our related guests were lost on their way to the tea ceremony’s room. Worst still, our tea ceremony’s room air-conditioner was not functioning. All of us were sweating profusely. We lodged a complaint immediately but, they were unable to fix it at that time. Our wedding planner has done good work but she should be more meticulous with her responsibilities. Indeed, it is excellent to listen to the wedding couple but she needs to listen more attentively and not to miss out those important details which have been mentioned repeatedly during the discussion. Plus, she needs to check if the wedding decorations, backdrop, etc. have been set-up appropriately and fulfilled the couple’s requirements instead of the wedding couple doing the follow-up of her given tasks. These are only some important responsibilities of a professional wedding planner especially in a 5-star resort. Our worst nightmare was not over on that day. My husband, the very important person of the day, contracted with food poisoning. His food poisoning symptoms occurred badly during the ceremony. A night before of our important day, we had buffet dinner at the resort’s restaurant with our friends and family members. We did not even dine any food from outside after checking-in at the resort. My husband was the only person who suffered food poisoning as he was the only one to eat fresh mussels while the rest of us opted for other wide variety of buffet. Our wedding reception was almost cancelled due to that reason. However, my husband endured his discomfort during the entire ceremony. He was absent most of the time while I was sitting by myself at the main table. Not only that, he almost fainted on that day and it was greatly noticeable by our guests. Immediately after our reception has ended without saying a proper goodbye/thank you to our guests, we visited a medical doctor nearby. The doctor confirmed that he had food poisoning. His illness lasted for weeks till our departure. No one would have ever expected to have a food poisoning from a well-known 5-star resort. Apart from that, the cleanliness of the resort's room and quality of room service were extremely below par. We were surprised to see that they did not even clean/take away the tray (room service food) that was left outside for days. The left-over food was initially covered but it was lifted and the food was dragged along the corridor of the chalet by some stray animals. It was very disgusting and an eyesore for us who were staying at the resort. It was not even cleaned up even when we checked-out from the resort. In the end, we voiced out our disappointment to the management and they apologized to us. It took a lengthy time for us to discuss these matters particularly, about food poisoning issue. They ensured us with the quality of the food being offered at their restaurant and their other guests who apparently dine at the restaurant did not contract with food poisoning. We were appalled with their statements. Did they only contact their guests (maybe 3 rooms) by asking them if they have had buffet dinner at their restaurant on the same night and contracted with food poisoning? Did they even ask their guests specifically if they have eaten fresh mussels from the buffet? No, they did not provide us with the relevant answers. Nonetheless, they should not compare my husband’s condition with other guests. It was irrelevant comparison and his food poisoning was obviously coming from their restaurant. After a lengthy discussion, they offered us with insignificant compensation by only covering my husband’s medical expenses RM60, 2-pax buffet dinner about RM120 and our laundry --- in total about RM200. It was an absurd compensation from a 5-star resort and we did not accept their compensation. Do they even realize how severe food poisoning consequences are? Besides, our dream wedding could have been cancelled due to my husband’s condition. He could not even eat any of the food or enjoy spending time with our dear family and friends during the ceremony. My husband only withstands his pain throughout the ceremony as he wanted our dream wedding in Malaysia to proceed as planned. As this resort is rated as a 5-star resort, the quality and consistency of being a 5-star resort should be up to its standard. The rating of this resort should be reviewed again and at this point, it is definitely not an international standard of a 5-star resort. In short, we are truly disappointed with Cyberview Resort & Spa.
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