Booking the resort was part of YTL Hotels, so you actually never speak directly with the hotel staff when you're booking. This is fine except when you want to discuss mor details about planning hikes on their brochure, etc. The booking was overall fast and efficient with no issues.
Upon arrival, you get treated very well with lots of attentive staff. The overall service is on par with any 4 star hotel we've stayed in. The rooms are in very good condition given the age of the hotel. My only issue is . . . dare I say it . . . no air-con. Yeah, you don't really need it, but keeping the doors open at night let in mosquitoes, and my wife got bit several times during our stay, which did its part in keeping us half-asleep. They have a regular restaurant which serves western style food, and also a japanese restaurant upstairs.
We would go back there again, and really appreciated the warmth and excellent service the hotel had to offer. Aside from that, the only tip I would suggest is when you book an outing there, you do get an outstanding service, but they don't give you any information on how to prepare for it. YTL books these 1/2 day trips with another company, and the hotel staff may or may not help you with details on what is involved.
On one trip, a Level 3 hike in the brochure involved being driven up to the top of a peak and walking only 500m to the viewpoint followed by a leisurely walk around the tea factory. In another trip, a Level 3 hike in the brochure involved a 4.5 hour non-stop hike with a guide in excellent condition who provided no water. On both trips, the hotel gave us little to no information on how to prepare even when directly asked.