Mantra Trilogy

Giving five stars thanks to the stars: Pim and Citra. Got a room which the AC was not working and the moved me to a much nicer room afterwards. They have always been so kind and helpful, hope to book again and see these two soon. Thank you

Our stay at Mantra Trilogy began with a small hiccup. The first apartment allocated to us wasn't suitable—it contained only a bed with no sofa or chairs, making it impossible to comfortably relax in the room. What could have become a disappointing start was handled exceptionally well by the reception team. The staff were understanding, apologetic and proactive, quickly relocating us to another apartment that met our expectations. Their professionalism and willingness to resolve the issue without fuss made all the difference. Customer service is often measured by how organisations respond when something goes wrong, and in this case the team did an excellent job. Once relocated, we had a very enjoyable stay. The location is excellent, the facilities are well maintained and the staff consistently friendly and helpful throughout our visit. A great example of customer service done well.

Great Location, But Terrible Service and Basic Amenities Missing. The only redeeming quality of this hotel is its fantastic location on the Esplanade and the nice view from the room. Unfortunately, the awful service and poor guest experience completely ruined our stay. Disappointing & Rude Check-in: We arrived early and understood that check-in wasn't until 2:00 PM—that was completely fair. However, 2:00 PM came and went, and we weren't handed our room key until 2:34 PM. To make matters worse, the front desk staff were noticeably rude and unhelpful when handling the delay. Unacceptable Towel Service, The hotel operates on a "towels upon request" policy, which is fine in theory. What isn’t fine is having to follow up twice and wait over **90 minutes just to get basic towels delivered to the room. Ill-thought-out Amenities: There is no kettle in the room. Even though tea and coffee sachets are provided, you are expected to physically go fetch and carry hot water back to your room yourself. A great view does not make up for dreadful hospitality and a complete lack of basic service. Save your money and stay somewhere that values its guests. Would not return or recommend.

Excellent beachfront location. Rooms not serviced which was disappointing. Had to call for guest amenities which when you are paying the rates you are seemed a bit harsh. Friendly employees. If you are on an early flight to the airport pre book your transport, we waited 20 minutes for a cab. Luckily the international airport is small so it was quick to get through to departure lounge. Rooms are a bit tired but liveable. We had an excellent view. Platinum/Accor members drinks vouchers were redeemable at the restaurant downstairs. They were very rude about actually redeeming them and made us feel like we were intruding and not actually welcome. Ironically we would have had a dinner meal at that restaurant but after their reaction to exchanging the drinks vouchers we chose to rather support another venue. So their attitude cost them a $200 booking loss. Maybe need to rebook at your welcome drink arrangement. A bottle of wine in the room would have been preferable.