Shangri-La's Fijian Resort & Spa

we recently stayed at the resort from 22nd March 2026 to 26th March 2026 in Room RB 6. We express our deep disappointment and concern regarding the extremely rude and discriminatory behavior exhibited by an employee at the Kapiti store at the hotel. Over two consecutive evenings, we experienced treatment that we found both insulting and unacceptable. Incident 1 – 23rd March (approximately 8:45 PM): We visited the store to purchase ice cream. We were informed that cash payments were not accepted, which we understood. We then requested that the bill be charged to our room, as is standard practice in most hotels. The employee checked her list and stated that she could not find our name. We requested that she contact reception to verify our stay, but she refused to do so. Eventually, after going through several pages ourselves, we located our name on the list. Incident 2 – 24th March (approximately 8:45 PM): On the following evening, we again visited the store to purchase ice cream. This time, the same employee informed us that she could not charge the purchase to our room as the room charge facility had been closed for the day, despite the store being open until 10:00 PM. It appeared to us that she was unwilling to serve us. This impression was reinforced when we observed another couple exiting the store with ice cream just as we were entering. We have lived in multiple countries and, in our 62 years, have never encountered such treatment. The behavior we experienced felt discriminatory and was deeply hurtful and demeaning. We did not expect such an incident to occur at a property of this repute . U may argue that it is at an kapiti outlet , but the outlet is in the premises of Shngrila so as far as i am concerned, it is the Shngrila.

We had a lovely time. We booked a room in the adult only wing. For my fellow vegans / vegetarians: - There is soy milk and weetbix at the breakfast buffet - Plenty of fruit and vegetables

I read the negative reviews and was nervous, but I shouldn’t have been. This place is amazing. We stayed in the Reef Wing Adults only section and were satisfied with our stay. From the staff, to the view, to the pool, to the food and the snorkelling, every day was relaxing. We came home feeling refreshed and like we had been away for months. We had an all inclusive package, so at every restaurant, the drinks menu was different which meant different cocktails!! Our restaurant pick was the Golden Cowrie for breakfast and dinner. We tended to stay at the Reef Wing for lunch. We hired the ‘private’ cabana, which we discovered wasn’t so private. We loved it but go with an empty stomach!! Snorkelling is good not too far off the beach, but better further out. Watch out for sea snakes!!

We stayed 5 nights in the Reef wing adults only. This area was great for relaxing and the hotel was a great location for any side trips. The golf course shop is a 5 minute walk from the reception area. The course is in great condition and was a pleasure to have a round. Every night there is happy hour free cocktails and canapes at the bar very popular so get a seat early. The rooms while a little dated are clean and looked after by the great staff. The meals at the restaurants were fantastic. Breakfast at the Golden Cowrie restaurant adults only was peaceful . The infinity pool was great for relaxing in. Only improvement would be to have some snorkelling gear available at the Reef wing instead of having to go the other area to get it.

Resort Experience The resort itself also fell short of Shangri-La standards. Our “Reef Dulux King” was tired and poorly maintained, with dirty curtains, a dirty lounge, and a strong musky smell that was quite off-putting. While Ocean Deluxe Twin rooms, double beds were extremely smaller than the standard double beds they were more like super Single beds. While the staff in the Reef adults area were pleasant, no one addressed us by name, something we have consistently experienced at other Shangri-La properties and consider part of their signature service. The rest of our family stayed on the opposite side of the resort, where we spent most of our time. Service in that area was extremely slow across restaurants, poolside, and bars. We appreciate “Fiji Time,” but this went well beyond relaxed pacing. On many occasions we waited so long for drinks that we had to go to the bar ourselves to follow up. This occurred repeatedly and in multiple venues. Concerns About Staff Conduct We also experienced behaviour that felt unprofessional. Some staff members came across as rude, in particular Beach Bar and Grill and Lagoon Terrace. The worst experience was dining at Takali, one particular evening while I hesitate to say dishonest certainly cunning. A clear example occurred when my husband and son were attempted to order a crab priced per gram. When the crab was weighed, it was visibly clear that the scales did not reflect the true size of the crab. Additionally, the drinks service was again so slow I asked if I could bring my own bottle of wine which I purchased at the duty free airport only to told there would be a $50 corkage fee! That cost was more than my bottle, which I disputed, and only after challenging it was the fee removed. Experiences like this left us feeling uncomfortable and undermined our trust in the resort’s integrity.