Pullman Magenta Shores Resort

The final morning began awkwardly. Breakfast was included in our package, but we were told there was no table because Mother’s Day bookings required a reservation. I had to explain that it was part of our stay before we were seated, and the exchange felt uncomfortable and not especially warm. Since getting home, I’ve emailed several times and haven’t had any reply. I’ve now lodged a formal complaint and have photos of everything I mentioned. I’m sharing this so others can make an informed choice. We had hoped the stay would match the price and five-star label, but the villa was dusty, dirty, and poorly presented. There was hair in the pool drains, the sauna was closed off with hazard tape, and packaging was left in the spa garden beside a sofa covered in dark hair. The window in the children’s bedroom wouldn’t shut properly, which raised a real safety concern. The staff member at reception was kind and tried to help. He showed us another villa, which we appreciated, but moving partway through the stay with two young children wasn’t practical. He said a cleaner would come between 3:30 and 5pm, but when we returned, nothing had been cleaned. We were offered a $200 credit, which didn’t feel like a fair reflection of the problems across our stay. The food was disappointing as well. The cheese plate was a few cubes of orange cheese with fruit that looked like it had been left over from breakfast.

The receptionist was very polite and friendly, and we enjoyed the pool, sauna and spa. The place is right by a prestige beach. Our three-bedroom unit was very big, with comfortable beds, but quite a few basics were missing: rugs, a blanket, more cooking pots, door mats, a broom, games and tea towels. We also had to ask for more coffee pots, cups and glasses.

The food was cold on every occasion we ate. Breakfast at the club was buffet style, and both times the food was cold. At dinner the steak I ordered medium came out overcooked and cold. The butter on top didn't even melt. Room 1605 was a letdown for a place sold as a five-star villa. It felt more like a student share house, with scuffed walls, dirty carpets and sticky armrests. The beds were uncomfortable, just two single mattresses pushed together. The spare room TV didn't work, and nobody came after I contacted reception. There were ants in the bathroom too. We were there on the last day of summer, but the lagoon bar was closed, which was disappointing and seemed odd. The high prices were hard to justify with accommodation and food at this standard and the poor service.

The indoor pool was a highlight for our little family, warm enough for a swim whatever the weather, and we liked being able to get to the outdoor pool easily from the villa. The villa was clean, comfortable and well set up, so it was a nice place to relax. There were baby spiders on the lounge room ceiling. Reception responded quickly when we called and sent a caretaker to remove them, which we appreciated. The washing machine kept stopping partway through a cycle, so it didn't seem to work properly. Those issues aside, we really enjoyed the stay and found it a lovely family getaway.