4 years ago
We stayed at this resort the week of 5/21/17 as th...
We stayed at this resort the week of 5/21/17 as the second leg of our honeymoon. We spent the first week at Intercontinental in Mo'orea which was a great experience. This place was quiet the opposite. From the moment we arrived in Bora Bora, the staff of Moana went out of their way to remind us that we weren't staying at their other property in Bora Bora, the Thalasso Spa (which is a fantastic resort with superb service). The service at Moana is less than desirable, they are under trained, and borderline rude. A couple of the highlights: 1) At dinner the first night I had to send my tuna back to the kitchen 3 times for them to cook it right, not once did they apologize or offer to take anything off the bill, my wife's meal was cold by the time they got mine right. 2) At breakfast, the food is average at best (cost $90 per couple) and the staff acts like they got up on the wrong side of the bed, they greet you with a mumble and direct you to a table of their choice. At the omelette station, the woman barked at me for my plate once my omelette was finished. Not once did anybody at the resort greet us by name (which they do at Thalasso and in Mo'orea), not once did anybody mention it was our honeymoon, despite being given a heads up by our travel agent, not once did anybody ask how our trip was going. When we approached the reception desk, they wouldn't acknowledge our presence until we said something, and when they spoke to us, half the time they were looking down at their computer, barely making eye contact. Overall the service here was absolutely pathetic, the only bright spots were Steve at the concierge desk (he was incredibly helpful and knowledgeable), and a waiter by the name of Jean Baptiste. Both were professional, greeted you by name, and demonstrated superior service to the rest of the staff. Eventually we got so fed up with the service or lack thereof, we complained to one of the managers named Kevin. Kevin took the time to listen to our complaint and apologized. He then proceeded to defend the resort and reference their great online ratings! Sorry Kevin, rule number one in customer service, don't get defensive. Kevin later called our bungalow and offered a small resort credit which we greatly appreciated, however, no amount of money would change my opinion of the service at this resort. The cherry on top was on our last day I asked the reception desk for a bottle of water for the boat ride over to the airport, my wife was parched. They directed me to the bar to purchase a bottle for $6. I guess paying $1000+ per night for a room doesn't qualify you for a complimentary bottle of water.
The facilities at the resort are less than ideal for the price we paid per night (over $1,000). They are outdated and in desperate need of an upgrade/renovation. The bungalows were ok, not great. Something was wrong with the water when we were there, it smelled most of the time and came out of the faucet with a brownish tint. They also shut the water off from 11pm-2am every night for repair so if you needed to use the bathroom in your room during this window, you were out of luck.
The only bright spot to this resort is the location. They are located right on the main island with easy access to restaurants, shopping, excursions, etc.
Overall, I would steer clear of this place, it is NOT worth the price of admission. Especially if you are on your honeymoon and want to be pampered, it is not happening here, and there are a ton of kids at this resort. Spend the extra couple thousand and stay at Thalasso, which is adults only and truly a five star resort with world class facilities.