Nurai Island Resort

Management, non existent !!! I still can’t believe this so called 5 star luxury hotel brand left me and my family stranded without a hotel to stay. NO CANCELLATION EMAIL SENT! Booked in July 23, reconfirmed in Feb 24 for arrival April 10th. Send my final email April 1st & received a generic email to say the island was having maintenance nothing to say it wouldn’t reopen in 9 days for our stay! No apology no sympathy, not even available on the phone to talk . No replies to my emails. Disgusting behaviour for a resort to think this is acceptable to do to their customers. Being an agent, I have sent many clients here & over the year they have been disappointed so I thought I’d experience for myself to give personal feedback to my clients. But I guess they lived up to their reputation. Any positive reviews have been paid to stay & review. I wouldn’t waste my money , I’d definitely book with a more reputable hotel brand . Thanks again Nurai Island for ruining our Eid and holiday.

Nurai Island was one of the best hotels I’ve stayed in. The place is so amazing and relaxing. We stayed at the beach villa, the view was amazing and the pool was semi private but the place is quiet and no one passes in front of our villa. We tried the Lebanese restaurant “Hooked” and “Smokin Pineapple” the food was great and delicious. Our butlers “Don and Stephan” made our stay exceptional, they provided a great and wonderful services, ensuring that we felt pampered and well taken care of throughout our stay. The combination of stunning accommodation and exceptional staff made our experience truly memorable. Highly recommended for a luxurious and relaxing gateway!

We are here now. It is just terrible. We booked a beach villa for my 40th birthday (booked it last June for my stay now in March). Arrived at 11.30am today. They overbooked the island and only have an inland room with a terrible view of the back of two other villas. We complained immediately and asked to move to the beach villa we booked. They initially told us they have had a large booking come in that have taken most of the beach villas. When we were incredulous that they would double book, they changed the story. It’s now 17.30, we have been waiting all day with our two young children. Back and forth with their front desk and team, they have been so far from forthcoming. We have had to chase, follow up, no solution. They haven’t tried to resolve this in the way you would expect from any five star hotel. We now have to accept this disgraceful room or leave the island. We have wasted a day and have been totally cheated by this hotel. Just utterly terrible. Do not trust them with your money, or more importantly, your time or precious moments. I can’t tell you how upset I am and their responses have been an insult.

The worst experience ever. Bad service bad food. So overrated and disapointing. Waste of Money. Only one restaurant was opened the mexican. The kids get scar from the pool because of pool maintenance. No soap in the toilet. No tissue at the restaurant. Nothing information bad welcome.

My wife and I recently had a stay at Nurai Island from the 21st to the 23rd of March. I wanted to share my feedback as, overall, my experience was rather underwhelming. Locating the Welcome Centre proved to be quite challenging. Google Maps directed us to the former welcome centre area, which is now a blocked road. The new centre lacked clear signage, necessitating a call to the hotel for directions, despite being just 200 meters away from the underpass. The boat ride to the island was uncomfortable, and the vessel itself felt quite basic. Upon arrival, we were met by a hotel staff member who escorted us to our villa at 2:15 pm. However, upon reaching the villa, we found that the cleaners were still inside. Consequently, we were taken to the Smoking Pineapple to wait while our room was prepared. While I understand that check-in time is 3 pm, it was puzzling why we were brought to the villa if it wasn't ready. For our first night, we had made reservations at the Mexican restaurant. We had planned to cycle there using the provided bicycles. However, one of the bikes had a broken chain, rendering it unusable. When we requested a replacement or repair, we were informed that it was past 8 pm, and the bike mechanic was no longer available. They suggested replacing the bike at 10 am the next day, which was disappointing as we had looked forward to biking to breakfast. I expressed my dissatisfaction to the cart driver who was taking us to dinner, and thankfully, upon our return, we found that the bike had been replaced. However, this oversight in bike maintenance was unacceptable. The quality of sleep on the first night was subpar due to extremely uncomfortable pillows. The next morning, housekeeping offered alternative, softer pillows, which turned out to be the intended ones, suggesting that the original ones were left in the room by mistake. This oversight significantly impacted our rest. There was a notable absence of outdoor sound systems, such as Bose speakers or portable options. Additionally, the TV was outdated and lacked Bluetooth connectivity with iPhones. Despite requesting a connection cable from housekeeping, we were unable to enjoy music outdoors. I found the menus at the restaurants to be overly simplistic and overpriced. Considering Nurai Island's reputation as a 5-star luxury destination, I had expected a more premium experience. The high cost of stay and dining options on the island did not seem commensurate with the level of service and amenities provided

The pros: A fabulously huge room (including bathroom and sitting room) facing the beach with a private, perfectly heated pool just a few steps from the front doors. Very comfortable bed. Excellent meal and service at the Dusk restaurant. Bicycles for getting around the island - although they were somewhat dangerous as the brakes needed attention. The cons: No information about the resort apart from 2 QR codes in the room which didn't give us what we wanted. We had to ask for a map of the island and had no idea what Smoking Pineapple, Hooked or Dusk meant, what they served or when they were open. The link to menus on the hotel website was broken, so no luck there. The 'butler' did answer our questions when asked but would have been nice to have a briefing when we arrived. More upsettingly, I had to have a row with the very unpleasant manager. When we arrived early in the morning, after a 17 hour flight, we were told our room wasn't ready (which we expected) but to go and have breakfast and wait there until it was. We had already had breakfast on the plane so weren't hungry so we had just a coffee and a roll. On check out we were charged the equivalent of £60 for that meal. When I told the manager that this wasn't explained to us and that we would have been happy sitting in reception where there was free coffee, he was adament that, because we checked in early, we should pay the breakfast cost. It was only when I said that I would be making a complaint via Trailfinders that he backed down. Other smaller issues were that our Wifi in the room failed twice and we had to call for an engineer. And on the final day the water pressure was abysmal and it was difficult to have a shower. I don't think I will return.