Shangri-La's Fijian Resort & Spa

We stayed at the reef wing. Room service was the worst I have ever experienced. Even in cheap hotels they have always cleaned the bathroom. After 5 days, we asked that they clean the toilet, shower and bath and only the toilet was cleaned. The reef wing front desk staff did not want to assist with any requests. Later we met a man named Save from customer service who confirmed our suspicions - that all of our requests should have been actioned and that staff are on "Fiji Time", which means they are lazy and say no to requests just to avoid doing work. He went to housekeeping and told them to clean the room properly which they finally did (on our last night). The customer service issues really detracted from our holiday. Staff seemed more helpful in the main lagoon area. Kumai was particularly helpful in the restaurant. I do not recommend this hotel and we won't be coming back.

On arrival we found the staff were very friendly, it would be easy to see this as 'trained to be friendly with the guesses' by the hotel, but after a few days we realised Fijians are just friendly people and they genuinely want you to enjoy their country. The hotel is built in away that ever room faces the sea (the view was amazing day or night), if you book 1st or 2nd floor, rooms are best for view. We stayed in the Reef accommodation this is adults only with it's own pool/ bar/ restaurant (not evening meals). Right next to this is a 9 hole golf course a nice course with no dress code and clubs to rent and a Gym with enough kit for most requirements. There is a family beach/ pool so good for families as well and a sense of safety as on its own island so if I had kids with me would of been happy with that. The room was air conditioned, nice big bed that was very comfortable, the cleaning staff would leave us a different animal (made of towels) each day. The bathroom had both a bath & shower (separate) and as we like a strong flow of water when showering it had that so well. The room was very clean, modern with it's own balcony and the standard things you may expect (kettle, TV, iron & board, small lounge area). The hotel does run room service but you do need to scan bar code for menu. Free wifi which does cover the island. During are stay we had a medical emergency, one of the staff got me onto his whatsapp so we could stay in comms. I can not thank John enough because without him the nightmare would of been worse, he arranged so much when asked and made sure we were supported (I know the hotel supported John with our requested but didn't try to get in the way and when we got back they had placed flowers & food in our room). They also greeted us with 'welcome home' when we got back from the hospital, and it did feel we had got home. We traveled from the UK so a long way, we would go back year on year if we could.

It was a great evening for all of us. Madam Salaneita and her entire team including the chef were very much customer oriented. The hospitality provided by Madam Salaneiata and her team was excellent and all of us felt family like atmosphere. The dinner was very tasty, set up was really marvelous. To conclude everything from point A to Z was really excellent.

Walking into the resort you feel instantly relaxed. From the initial Bula, to the final Vinaka all was awesome. We went horse riding within the resort, the guides were amazing, we loved it. Sale, in the beach, lagoon area was a fountain of knowledge, and went above and beyond. Food great. Snorkelling amazing. We'll be heading back

One of the finest hotels in the Fiji Islands, offering skilled and professional staff, a great atmosphere, and well-maintained facilities. Guests can enjoy a wide range of fun activities and exceptional customer service. One of the highlights is the delicious food.