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jaffdawg69
Noosa, Australia

Avoid this Hotel, go somewhere else.

1.0 of 5 bubblesReviewed 3 Jan 2024via mobile
AVOID THIS PLACE! currently staying at this resort at the moment (4/1/24). Originally I had drafted an average review of the hotel, but that last 24 hours makes this place worthy of Zero Stars. Worst holiday I have ever had, and we travel ALOT!!
We booked a all inclusive package via luxury escapes, which should be called limited inclusiveness at some time at some restraunts. Same for the drinks.
Let's start with the rooms, we have booked the ocean Grand Deluxe room, which was basically a 90's hotel room which hasn't been updated since (room 446 and 447), I could live with the mould in the shower, the 20 years of wear and tear on everything, the TV the same size as a tablet, but last night 3/1/24 we incurred the hotels sewage flood our rooms. Accidents happen, but what's concerning is our child's nappies and all her clothes have gone missing in the move. Hotel staff were great to get us moved, and moved to a lagoon room (much nicer room). But in the move someone has decided all our childs clothes and nappies are more important to them. Lagoon room is a nice room, really what you'd expect from a Shangrila branded hotel. But it couldn't be that simple, both room safes are missing, the showers don't work properly (stuck between the 2 heads).
Accidents happen, but all our daughters clothes aren't an accident. Plus nappies. Hotel just say sorry and we have to wear it.
Food: positive is the food, Italian and Asian are beautiful.
Service: you really need to adapt to Fiji time, which is average service, alot of confusion, and a lot of patience required (must note Mary at the Italian is the exception to this)
Pools; so during our stay, I would assume the occupancy level over new year was quiet high but for a period of time we were all limited too one pool, the pool at Takali and the reef wing were both broken. Meaning one pool for 1200 or more guests.
Towels; the first 3 days we couldn't get a pool towel, basically by 9am they were all gone, and they would say they are coming but never came.
This was also the case with bath towels, the night we arrived we had to call asking for towels, which didn't arrive so our 13 month old was the only one to properly shower and dry using the floor mat.
Check-In; this is your welcome to Fiji time. You need 2 hours just to check in, and it's a process, even if you are all inclusive you are required to put a hold off $150 per day per room.
Spa; massage was good, we 'upgraded to Hot Stone' which they forgot to do.. mins you the bungalow was like a sauna, which was kind of good they did forget.
Shelter: apparently it's storm season, so there is basically no cover or minimal cover of the pool and seats, anytime you are in the pool or sitting around the pool it's straight sunlight, which is great for a 13 month old.
Lagoon Bar: not sure what the go is, but they run out of drinks by like 130 everyday, mainly water and they just tell you they have ran out, not really any point have the drinks package when they run out of drinks daily. There is no intention to go and get more, it's just so be it.
Overall I wouldn't recommend staying here, it's been basically an episode of Faulty Towers. Food is good, activity for kids yes.
Everything is overpriced, even if you get the all inclusive it's not all inclusive, if you get the drinks package it's not a full drinks package it's a partial menu. Go to Bali, Thailand, or even the Gold Coast. This hotel shouldn't be allowed to use the Shangrila name. If you have your heart set on Fiji maybe try the intercontinental or go somewhere near Denaru. If you are staying at the Shangrila and you happen to comes across a 75% full sleeve of pink Huggies babies nappies, and bag full of seafolly baby girl swimmers, and various clothes including country road, please take to Reception so our Little girl has swimmers and clothes.
Date of stay: December 2023
Room Tip: Avoid this hotel
Trip type: Travelled with family
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Shangri-La Fiji, Owner at Shangri-La Yanuca Island, Fiji, responded to this review
Responded 10 Jan 2024
Bula Vinaka Brendan J,

Greetings from Shangri-La Yanuca Island, Fiji

Thank you for your review with concerns which was handled by our Director Of Rooms with his team on the day.

We sincerely apologize for the unexpected issues which your family has encountered.

Yours Sincerely,
Ashwini Singh
Executive Secretary / Quality Improvement Manager
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 29 December 2023 via mobile

We stayed in the adult wing in a deluxe grand room. We ourselves come from a tropical climate so I understand mould due to humidity.
However every venue you go to is filthy and mouldy.
I would not want young children or anyone with a respiratory condition to stay at the resort for fear of them catching a mould disease

We had our sheets changed after the third night they were replaced with filthy stained sheets. We called management who really couldn’t care no apology- said she would get someone from housekeeping to come
We are still waiting 50 minutes and still no one has arrived.
We had booked for 7 nights after 3 we are leaving and have booked elsewhere.

Date of stay: December 2023
Trip type: Travelled as a couple
3  Thank Venture39219612564
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Shangri-La Fiji, Owner at Shangri-La Yanuca Island, Fiji, responded to this reviewResponded 11 January 2024

Bula Vinaka Venture39219612564,

Greetings from Shangri-La Yanuca Island, Fiji

Thank you to share your constructive feedback which has been communicated with the management team and concerned colleagues to work with own areas to improve and implement on the areas being mentioned.

We sincerely apologize for the unexpected inconvenience and disappointment you have encountered during your stay.

Yours Sincerely,
Ashwini Singh
Executive Secretary / Quality Improvement Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 29 December 2023 via mobile

We usually head to Bali but this year we thought we would try something different
We are from Perth so 8 hours against 3 to Bali
This resort has it all and perfect if u want to stay put
However we like looking around and it’s a long bus ride to anywhere

Room tip: Busy busy with children but u can opt to stay at opposite end of the resort
Date of stay: December 2023
Trip type: Travelled as a couple
Thank BarbaraG1315
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Shangri-La Fiji, Owner at Shangri-La Yanuca Island, Fiji, responded to this reviewResponded 30 December 2023

Bula Vinaka BarbaraG1315,

Greetings from Shangri-La Yanuca Island, Fiji

Thank you to share your excellent review on resort with your observation and suggestions. We are glad you had awesome holiday with us and we look forward welcoming you back you soon when you decide to visit us again.

It is with much pleasure to have you back and feel free to contact me directly for your future visit for any assistance needed.

Wishing you all the best for joyful and blessed happy New Year 2024.

Yours Sincerely,
Ashwini Singh
Executive Secretary / Quality Improvement Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 December 2023

We stayed at Beach Bure 3 (BB3) which is a 2 bedroom Bure down towards Bilo Bar! The rooms are air conditioned but common area ie. living area and kitchen have fans but not an issue as the breeze through the Bure is lovely when you open the front and back sliding doors. The rooms are a little dated but for a family of 4 with a 2 yr old and 7 month old it didnt bother us in the slightest. For us its more about functionality and the Beach Bure 3 delivered on all fronts! So its excellently located for sunset drinks during happy hour with the incredible Telica and Elijah at the Bilo Bar! The view is of the lagoon which is incredible and you have your own little stretch of beach to walk out of for those early morning swims. Biggest highlight as we have a 2 year old son and 7 month old daughter is the Nanny! Our Nanny is Marisilina Naresia, who has worked at ShangriLa for more than 20 years! She was incredible with our 2 year old showing him how to weave a basket from coconut fronds and teaching him about the different types of fish that were swimming outside our Bure. Marisilnia then would sing Fijian songs (meke) to our 7 month girl to ease her to sleep and even did Fijian massages (bobo) on her after every bath! By the end of our incredible holiday our 2 yr old was calling Marisilina Bubu which is Fijian for Grandmother. If you need a Nanny when at ShangriLa then specifically ask for Marisilina Naresia! I cant recommend her enough! ps. She is a Catholic for information.

Date of stay: December 2023
Trip type: Travelled with family
1  Thank Chris W
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Shangri-La Fiji, Owner at Shangri-La Yanuca Island, Fiji, responded to this reviewResponded 15 December 2023

Bula Vinaka willowsinthedam,

Greetings from Shangri-La Yanuca Island, Fiji

Thank you to share your great review on resort and colleagues. We are glad you have enjoyed your holiday with us and we look forward welcoming you back soon.

Yours Sincerely,
Ashwini Singh
Executive Secretary / Quality Improvement Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 December 2023 via mobile

It was a very good stay. Unlike other reviews we found the rooms to be good, not damp or dirty. The housekeeping also showed up when we called. The staff overall was wuite friendly and good. The resort is great but too spread out, lots of walking. The front reception did seem clueless about few things. There wasn't enough clarity around the full board we booked. Each time they had to ask. I dont think the full board is worth the money. The onlg thing lacking was vood food. The lagoon restaurant food was just average. Beach bar and grill not good. Only good restaurant was Takali. We couldn't eat at Cowrie restaurant as we were told its adults only. That's a shame. Plenty of beach towels, no issue. Free snorkeling gear for an hour which was good. Free kids lunch was good option. Fire show and dinner was expensive for what you get.
Few cons: staff seemed to not know much, every time we asked something they had to go and check with management. Nothing in the restaurants to keep kids busy, no colours, crayons etc. Cocktails were very limited and pricey. Having said that, we had a very good trip, wish we had booked lagoon rooms as ocean wing was a bit far.

Tip: get taxi from outside the airport as they as half price or less than what you get charged when you book from the hotel.

Room tip: Get taxi from airport, get water bottles and get reef or lagoon rooms.
Date of stay: December 2023
Trip type: Travelled with family
Thank hinz_Auckland
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Shangri-La Fiji, Owner at Shangri-La Yanuca Island, Fiji, responded to this reviewResponded 16 December 2023

Bula hinz_Auckland,
Greetings from Shangri-La Yanuca Island, Fiji
Thank you to share your review on resort. We are glad you have enjoyed your holiday with us and we look forward welcoming you back in near future.
We will take your review seriously to look into the areas you have observed needs improvement to work with concerned department.
Yours Sincerely,
Ashwini Singh
Executive Secretary / Quality Improvement Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 December 2023

Not a good holiday for small children. Spend your money somewhere else.

The Shangri-La is old, slow and hopeless. There are plenty of nice staff but everything is hard work, which just makes it a stressful holiday.

It takes 90min drive from the airport. Checking in was rushed and a shambles and we received no information .

There is no information in the rooms. There is a QR code that tells you stories about restaurants and activities but no times or prices or other important things to know.

There was zero information on the kids club, including minimum age and opening times. Also the kids club is a hot little hut with no breeze and no air conditioning so it was not at all fun for the sweltering children.

Some restaurants are by reservation only but that’s not written anywhere. Food service is extremely slow, which isn’t ideal with small kids. None of the food is any good for the price. It wasn’t terrible but it was very expensive. There is nowhere to buy small snacks throughout the day, like a packet of crisps or veggies and dip etc, everything is deep fried in the daytime. So again, not good for small kids.

They ran out of clean beach towels and some days our room was made up and others it wasn’t. We didn’t need our room made up every day but it would be nice to just have a clean hand towel and dry floor mat given four people were using them.

The aircon stopped working one night in a whole wing of the resort. I get these things happen so I’m not marking down based on that.

Checkout took over one hour.

If you’re a couple with no where to be and no plans it would probably be fine, but absolutely not fine with small children.

Date of stay: November 2023
  • Trip type: Travelled with family
    • Value
    • Location
    • Service
Thank Fizz D
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Shangri-La Fiji, Owner at Shangri-La Yanuca Island, Fiji, responded to this reviewResponded 16 December 2023

Bula Vinaka fizzd2014
Greetings from Shangri-La Yanuca Island, Fiji
Thanking you for your constructive feedback on resort. It is very upsetting to know you have been inconvenienced by the issues being mentioned in your review.
I have done a investigation on the QR Code scanning which provides perfectly all details for the resort each areas with opening time and menus. Our first page is display for guest and once you go into the tales it displays full information of the areas being clicked. QR Code has been implemented for easy access for all guest to view to book and enjoy all operations on property.
We sincerely apologies for all inconvenience you have during your stay.
We take this platform as an opportunity to list and work on improvement and implementation of issues and to avoid any further recurrences.
Yours Sincerely,
Ashwini Singh
Executive Secretary / Quality Improvement Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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