**Subject: Feedback on Our Stay at Taj Coral Reef Maldives (24th–28th Dec)**
Dear Taj Team,
I hope this message finds you well. My family and I recently stayed at Taj Coral Reef Maldives from 24th to 28th December, booking 4 Beach Villas for two nights and 4 Water Villas for another two nights. While there were aspects of our stay that we genuinely appreciated, there were also areas that require immediate attention and improvement.
### **What We Enjoyed**
1. **Beautiful Property:**
The property was stunning, and its overall maintenance was commendable. However, the gym equipment needs attention—yoga mats were smelly and dirty, and some weight grips were broken, posing a potential injury risk.
2. **Warm Arrival Experience:**
The arrival process was smooth, and the staff provided a warm welcome. The amenities and facilities were explained clearly.
3. **Beach Villas Over Water Villas:**
We found the Beach Villas more enjoyable due to their location and easy access to the sea. Unfortunately, the Water Villas were less favorable as the stairs to the water were slippery from algae, and the rocky seabed made entry unsafe.
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*Areas Needing Serious Improvement*
1. Restaurant and Dining Experience
- Ambience and Layout:
The Bokkura restaurant lacked a pleasant atmosphere, and the seating arrangements, combined with the compact buffet layout, made it inconvenient for guests.
- Chaotic Meal Times:
Meal service was highly disorganized. There was no buffet system, leading to long wait times for even basic items. For instance, a cup of tea and an omelet often took over 40 minutes to prepare. This delay led to some of us missing meals entirely, especially during excursions. On one occasion, an intern kindly packed tea in a disposable cup, but I couldn’t take it on the speedboat.
- Seating Issues:
At times, we were informed that there was no space at Bokkura and were redirected to the Reef Bar. On one such occasion, out of nine family members, five were senior citizens who couldn’t settle for pizza or sandwiches for lunch. After escalating the issue, the manager arranged for food from Bokkura to be served at the Reef Bar.
- Long Preparation Times:
Breakfasts were particularly frustrating. A simple meal of tea, toast, and an omelet would take over 90 minutes. This inefficiency detracted from our overall experience, leaving me yearning for the convenience of home.
- Staff Confusion and Frustration:
Many staff members appeared overwhelmed and uncoordinated. Guests frequently complained about incorrect orders, and staff members often responded with excuses or dismissive attitudes. Requests for clearing tables were ignored, and on one occasion, a staff member placed a dosa plate on my toast while I was eating without asking or acknowledging me. Staff name - Najah, he always showed frustration and arrogance. I spoke to him and told him how we felt. After that, he tried to be pleasant and a little accommodating, citing the rules again but with a smile.
2. Brainless Rules for everything -They dont serve drinks and food around the poolside - While the food or drinks are not served at the poolside. We were expected to carry our own drinks or food to the pool but we were not allowed at the restaurant in the costume or wet clothes. So basically I was asked to go to my room, change my clothes and come back to the dining area only then I would be served anything - Cited by their staff Mr. Najah, against the rules madame. While I understand that one should not eat in wet clothes at a restaurant, I found this rule very dumb around the poolside. The entire effort just to get a drink or grab a bite to enjoy at the poolside was a buzzkill.
3. Hostile and Unsympathetic Staff Behavior
- Rudeness and Ego Issues:
The behavior of some staff, particularly senior male members, was unacceptable. A staff member at the reception, Abdul, stood out for his hostility and dismissive attitude. Hospitality should revolve around making guests feel welcomed and valued, but our interactions with him were the opposite.
I will quote my personal experience along with the incidents:
- Christmas Eve Dinner Incident:
When I politely requested a change in seating for our group to enjoy a post-dinner gathering, Abdul flatly refused without checking availability. His tone was dismissive, making it clear that adhering to "rules" was more important than guest comfort.
- Brunch Incident:
The following day, I decided to opt for brunch after skipping breakfast. Despite my family relaxing at the Reef Bar, Abdul insisted I must eat at Bokkura and refused to accommodate my request to dine with my family. He accused me of having a "personal vendetta" against him, which was shocking and uncalled for. When I offered to bring my food to the Reef Bar myself, he declined, citing "rules." This rigid enforcement of rules felt more like a threat than hospitality, especially since exceptions had been made previously when Bokkura was full.
- Lack of Empathy:
On multiple occasions, the staff displayed an indifferent attitude. I was brought to tears after one such incident, and instead of support, other staff members laughed. It was a trainee staff member who eventually comforted me, confiding that senior male staff have egos and dislike being corrected, especially by female guests.
Conclusion:
While there were a few commendable staff members—interns, Irfaa at reception, Abdullah from excursions, and Sneha, the manager—the overall service fell far below the standard one expects from Taj properties. The recurring emphasis on rigid rules, combined with the dismissive and at times hostile behavior, left us feeling unwelcome and disappointed.
Taj has built a reputation for exceptional hospitality, but our experience at Taj Coral Reef Maldives did not reflect this. For the premium price we paid, we expected a seamless, enjoyable, and stress-free holiday. I hope these concerns are taken seriously and addressed to ensure future guests do not face similar issues.
I will NOT recommend this property to anyone planning to visit Maldives!
