ēRYAbySURIA Cherating — Hotel in Pahang

"Disappointing Stay: Rigid Policies, Poor Service, and No Housekeeping"

We recently stayed at Erya Cherating, and while the rooms were spacious and comfortable, the service left much to be desired. The check-in staff was friendly, but their rigid approach to handling situations quickly became frustrating.

We booked seven rooms through Booking.com, which were meant to accommodate over 20 people. However, the receptionist insisted that each room booking only included breakfast for one person, meaning we were only entitled to seven breakfasts, despite booking rooms designed to fit multiple guests. This logic seemed unreasonable, especially since some rooms were clearly meant to accommodate families or groups, and the price remained the same whether there was one or multiple guests in the room.

Further adding to the frustration was the fact that even family rooms, designed for up to four guests, were only provided with a single key card. It was incredibly inconvenient, especially when some of us wanted to sleep while others went out. When we asked for an extra card, the receptionist claimed they had run out, which was hard to believe for a resort of this size.

Housekeeping was another major issue. There was no service during our stay. At one point, I went to the reception to request some drinking water, and the receptionist assured me that the room had been cleaned and restocked. However, when I returned to the room, nothing had been done. I had to go back to the reception and ask for water again, which was very frustrating.

To make things even more confusing, despite being told that the booking was only for one person per room, there were four bottles of water placed in each room—highlighting yet another inconsistency in their logic.

Overall, the lack of flexibility and common sense was disappointing. The hotel rigidly followed its "system" without considering basic human judgment. Technology and systems should make things easier for guests, not create unnecessary obstacles. I advise anyone booking here to ensure all information is 100% accurate because the resort will stick to the system without considering any reasonable exceptions.

• To add to this frustration, the hotel's response to my initial Google review was nothing more than a generic, templated reply. They asked me to email them at feedback@eryabysuria.com, claiming they wanted to understand the situation and seek clarification. However, after emailing them and even following up, I received no response. It feels like they’re just putting on a show to make it seem like they care, but in reality, they don't. This lack of genuine customer care has left a very negative impression, and I seriously question their commitment to...

Day 1 - 18/9 We arrived at the hotel around 2:45 pm, checked in, but the room wasn’t ready. Had to wait about 25 minutes. The room was just okay—tiles and bathroom had stains, could really use a renovation. The Maxis signal in the room was super weak, and the WiFi wasn’t much better. Thankfully, I had my own Huawei router which gave me a decent connection. The lift is tiny, and the whole hotel could really use better lighting, especially in the rooms and bathrooms. On the bright side, the pool is nice—there’s one for kids and one for adults. Went to the pool at 4:30 pm, but there were no towels, and no lifeguard around. It rained later, and the car park was so dark, with water pooling up to almost 3 inches.

Day 2 - 19/9 Breakfast was a total letdown. For RM19.50 (kids) and RM27 (adults), it’s definitely not worth it. We got there by 8 am, and by 8:15 am, the sausages were already gone. They switched to nuggets at 8:30 am, but they disappeared in less than a minute. By the time we left at 8:45 am, they still hadn’t refilled anything. You’re better off grabbing some tasty nasi lemak or nasi dagang outside. Hit the pool again at 10:30 am, but still no towels. The hotel’s next to the beach, but you can’t swim there—though they do have a shower for rinsing off. Went to the pool again at 4 pm, and finally, they had towels.

Day 3 - 20/9 Breakfast was still disappointing. No sausages or nuggets, just red beans. Swam at 8:30 am, and guess what? No towels again. It’s like they disappear—towels here are like chipsmore! We checked out around 11:55 am.

One good thing, the cleaners were really friendly. Would I come back to this hotel? Nope. Based on my experience, I can’t recommend it unless they do some serious...

We recently checked in at Erya Cherating and while the room was very spacious and comfortable, we encountered some issues with the service. The check-in staff was friendly but rather inflexible in handling our situation.We booked seven rooms through Booking.com, and though I didn't change the number of guests per room, it seemed logical that booking family rooms, which can accommodate up to four people, would likely include more than one guest. To clarify, we booked a total of seven rooms to accommodate 20 people, not one room to squeeze in 20 people. However, the receptionist insisted that our booking only covered one breakfast per room, which meant only seven breakfasts for the seven rooms, despite the rooms being designed for multiple guests.Interestingly, if the booking was supposedly for just one person per room, why were there four bottles of water placed in each room? This further highlights the inconsistency in their logic.I acknowledge my oversight in not updating the number of guests, but after reviewing the booking, I noticed that the price for one person or four people in a family room was the same. It was disappointing that the hotel wasn’t willing to consider this on a case-by-case basis, and instead charged extra for the additional breakfasts.Overall, I was let down by how rigidly they adhered to the "system" without applying any common sense. Technology should make things easier, not create unnecessary roadblocks when human understanding could resolve the issue. I would advise anyone booking to ensure all information is 100% accurate, as this resort seems to rely solely on the system and lacks flexibility in applying...