Natthia N.
Google
I first stayed at Zazen Boutique Resort & Spa in 2025, and the service back then was absolutely amazing from the very beginning. From the moment we walked into the reception, we felt genuinely welcomed. The staff were warm, attentive, and made us feel special right away.
Because of that experience, we decided to return this year and stay for almost a week. We were so impressed during our first visit that we also invited a few friends to stay with us, as we had spoken so highly of the hotel.
Unfortunately, I noticed that quite a lot had changed in just one year.
The reception service this time was not terrible, but it was definitely not what we remembered. There was no welcome drink, and we didn’t really feel welcomed by the staff. We arrived only about two hours early, which we fully understood might mean our room wasn’t ready. In the past, staff would usually take guests around, introduce the facilities, the bar, and the restaurant while waiting for the room.
This time, we walked in, were immediately asked if we had a booking, handed over our passports, and that was it. We were told the room wasn’t ready — which was completely fine — but there was no further interaction or guidance. Since I had stayed there before, I ended up taking my friends around the property myself and having a few drinks at the bar instead of waiting at reception.
On our very first night, I also brought a large group of friends — over 10 people — to celebrate a birthday. To be honest, the service that night was very disappointing. There were many staff walking around, yet no one seemed to notice that we were there. No one checked in to see how everything was going, and we had to wait a long time for attention.
The drinks took so long to arrive that they were served almost after we had already finished our main courses. I honestly don’t know what was wrong with the service that evening. I’m not sure if it was a lack of motivation or a management issue, but it did feel at times as though one staff were distracted by trying to take photos and videos for their social media rather than focusing on the guests.
At first, I didn’t plan to say anything. I thought maybe they were short-staffed or just having a busy period. However, later on, other friends who were also checking in mentioned that they had similar experiences.
It was honestly a bit of a letdown, especially because I had recommended this place so highly to my friends based on my previous stay. I also noticed that some other guests seemed to receive noticeably different and better treatment, although again I assume this may come down to staffing or management issues.
That said, one thing that has not changed is Fluk. From day one, the way he greeted us never changed. His warmth, unique personality, and genuine hospitality instantly reminded me of why I loved this place back in 2025. He is truly one of the best staff members the hotel has, and a real asset to the resort.
I don’t usually like leaving reviews like this at all, especially because, like I said, my first experience here was amazing. I really hope the management or owner sees this and can make a few improvements to the service. I truly hope the service standards return to what they once were, because this place has so much potential and holds great memories for us.