Sand & Sandals Desaru Beach Resort & Spa

The hotel is lovely. The rooms are spacious and comfortable. Love having the large bathtub on the balcony and the rain showers. The hotel pool is very large with a deeper section for adults to swim laps comfortably while the children play on the other side. The beach is also lovely this time of year and beautiful sunrises. The food at the in-house teppanyaki restaurant was really good.

Not 5-Star Hotel standard which is surprising considering the rates they charge. We went on a very busy weekend so the staff were struggling. Service at the restaurant was very slow because they were hosting a huge event. Some of them weren't very helpful at all with troubleshooting issues our room had on the first day. It was so frustrating for us to the point we were deemed 'difficult' guests by the staff. However the Executive Assistant Manager came to speak to us and was very kind and apologetic. He's a good man. But we avoided asking for any help from any of the staff for the remainder of our stay just because of our experience on the first day. Also the balcony wasn't clean. So to enjoy the tub and bench, we had to clean it ourselves. I'm very disappointed because although I know that their staff were stretched thin due to being fully booked, plus having the huge event that first night, as paying guests (weekend+public holiday rates no less!) basic courtesy isn't too much to ask for.

The good part Staff is friendly. We like the room. Other facilities are satisfactory. Need to improve Check in is slow Breakfast coffee is not hot. Same as when I came 3 years ago. Breakfast food serving is slow. Already start breakfast time and many food tray still empty. At the reception no staff there to take our room number, we just go in and eat only. The staff is busy help to serve food. Apparently the manpower is not enough for breakfast preparation. This is still not improve compare 3 years ago.

The location.

I had a very disappointing overall experience at Sand & Sandals Desaru Beach Resort & Spa. The stay started off poorly with an extremely slow check-in process—almost one hour just to queue. After a long journey, this was exhausting. At the very least, the resort could have considered simple hospitality gestures like offering a welcome drink while guests wait. Unfortunately, there was no such effort. Even though I had all my check-in documents ready, the process at the reception was still painfully slow and inefficient. Things didn’t improve upon entering the room. While the room itself was quite spacious, there was a strong unpleasant odour, similar to a toilet drain smell. It really affected the comfort of the stay and overshadowed any positives about the room. Breakfast was where the experience hit its lowest point. The restaurant was overcrowded and clearly understaffed. Plates and utensils ran out, and there was little to no staff presence to manage the situation or assist guests. We had to wait around 30 minutes just to find a table, and even then, it felt chaotic and disorganized. For a resort of this scale, this level of service is simply unacceptable. To be fair, the location is great, but unfortunately, that’s where the positives end. The overall service and guest management fell far below expectations. With better planning, staffing, and attention to basic hospitality standards, this place could be much better—but in its current state, it was a very frustrating experience.

Friendly staff.

There were events happening during our stay. During dinner the hotel seem short staffed, ending us having to go outside for dinner. During breakfast, tablewares were not cleared as soon as possible, probably due to staff shortage as well, making guests waiting for table to have their breakfast.

环境很好

冷气系统太老旧要提升和电梯太老旧了冷气不冷

Good

Sunyi

The pool and parking space

have a variety of breakfast spread please