The resort is very family oriented and our family, especially the kids really enjoyed it. This is my 2nd time coming back to the property and on my birthday, it was a little bit disappointing at first as my special request to have our villa near the pool was not accommodated even though I booked 2 months in advance. However when I shared my real time feedback, the reservation team called me the day after to offer us in changing room as they now have availability and offer late check out as well which I appreciated that my feedback is heard and acted upon. All the staff at the resorts are very attentive, from the bellboy, room services or at servers at the Tropicana restaurants, the team at the Rope Park as well.
On the other part, I guess some of the staff at Panorama may not be familiar with the buffet setup. We had our buffet lunch where soft drinks were indicated as free flow included in the price but one of the staff asked us to pay when we were taking a coke, it was later corrected by the supervisor I believe.
The check in and check out process could have been improved. It was public holidays in Vietnam and only 2 counters were opened for check in and 1 counter opened for check out, meaning long waiting time. I wish more "human touch" during these process could have improved the our experience, simply say happy birthday during check in or asking how was my stay during check out, which unfortunately didn't happen.
