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“A big resort, a bit old but well maintained, and they love to take your money!”

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Bintan Lagoon Resort
Ranked #6 of 8 Hotels in Lagoi
Reviewed 5 May 2011

Just spent 2 nights at the resort, my second visit. Overall, if you can get a good room rate, and don't need to buy too much in the resort, then it's value for money. I paid SGD 169 (USD 135) per night for the room, including service, tax and breakfast.

For those who have never visited a tropical island resort, they will probably be massively impressed; for those who can make comparisons, they might find this resort no more than average, and in some areas disappointing.

As many other reviewers have noted, the hotel has a "penny-pinching" approach and will charge for everything it possibly can once you are at the resort. Because there is nowhere else to go, you are trapped inside and basically have to pay. It's definitely best to stock up on duty-free and even soft-drinks and snacks before you get on the ferry from Singapore.

For example, SGD 20 extra if you arrive before the official check-in time, and want your room, even if it is ready and waiting for you. SGD 20 per hour extra if your ferry is late afternoon and you want to check out a bit later, even if the room is not needed by an arriving guest (I managed to negotiate one free hour, so checked out at 1 instead of 12). No free wifi or internet connection anywhere at the resort, and steep charges if you do want to sign-on. And the famous SGD 8 (?) charge just to use the table tennis table for an hour!

All that said, I think some reviews here are a bit unfair, in that the individual amounts charged are often not excessive, by international standards, for a resort like this. So, SGD 5.50 (USD 4.50) for a can of coke from the mini-bar is high, but not unexpected. Same for the SGD 21 (including service and tax) (USD 17) bill for a club sandwich at the pool. The hotel's shuttle bus to Pasar Oleh Oleh local market (not really worth visiting unless you want to stock up on cheap drinks and see an almost authentic kampong village nearby) is SGD 6 per person for a return ticket (a private taxi is much more expensive).

The resort itself is quite old but they do seem to be spending some money to improve and maintain it. The rooms have been refurbished and are what one would expect in a beach resort like this. As others have noted, the raised platform with dirty floor-cushion on it is a waste of space and, for most guests, will probably remain completely unused. A straight-forward table and chairs would be a far better use of the space, would be easier to keep clean, and would look far more elegant.

The main problem area is the bath-tub / shower area. Again, as others have noted, the fixed screen makes access to the taps difficult and, when using the shower, water gets trapped around the bath tub, and no doubt some seeps down the side of the bath. The black ridge of gunge between the tub and the wall, which is too narrow to access for cleaning, was not a pleasant sight.

The accommodation blocks have been repainted recently, and this looks good. Inevitably in a tropical seaside location like this, there will be some dirt and dust around, and it's silly to complain that there is. Likewise, if you don't like the idea of the odd insect or lizard creeping around your room, don't come to a tropical island resort hotel.

The grounds and gardens are well maintained and the two pools, though a bit old-looking, are clean and well kept. New sun-beds and tables around one pool, and plenty of them, were noted. The beach was fantastic on this visit - perfectly clean sand (no oil at all), the sea was clean and very warm - much better than places like Bali, Langkawi, Boracay, Tioman, Redang - seriously!

Breakfast in the main restaurant area was normal buffet stuff. Quite cheap quality ingredients, but good enough to fill you up. The room is split over three levels, with steep steps between the buffet itself and most of the dining tables. And overall the place is dark and gloomy, even in the mornings. It would be interesting to see how the whole hotel could be improved and modernised if it had the management skills of a Starwood, Marriott or Hilton behind it, and a bit more money thrown at it to properly upgrade and modernise, not just paint over, the public areas. That said, the new bar/restaurant at the beach front was quite impressive - good food (but of course expensive) and reasonable service.

One final, important point. The hotel's prices are all quoted in SGD (why they don't quote in IDR, I do not know). But, on check-out, they convert the bill into IDR. On both my trips, and as others here have noted here, the exchange rate seems biased in the hotel's favour. This visit I checked in detail what had happened. The conversion rate they use is exactly 2% different, in the hotel's favour, from the day's published market rate (bid). Add onto that the margin that your credit card will charge you (for me, 2.5%) and you might find that, like me, the eventual SGDs that you pay (if your card bill is in SGD) will be a full 4.5% more than the SGD amount shown on your bill. The hotel has a carefully rehearsed explanation for why they use the rate that maximises the IDR that they can bill the customer ("we have to sell IDR to buy SGD" - even though no actual foreign exchange transaction takes place!), and they seem to do nothing to point out that if you actually pay the bill with SGD notes and coins, you only have to pay the original total SGD charge, not the eventual SGD + 2% + your credit card company's exchange rate margin. So, take plenty SGD cash with you, and make it clear on check-in that you will be paying in SGD cash.

Room Tip: East wing rooms have better sea view.
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  • Stayed: April 2011, travelled with friends
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4  Thank Gemakan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BintanEnvoy, Public Relations Manager at Bintan Lagoon Resort, responded to this reviewResponded 10 May 2011

Dear valued guest,


Thank you for your detailed feedback, your comments is greatly appreciated. We are sincerely sorry that your recent stay with us has fallen short of expectations.

The resort only allows entry for registered taxis for the safety of our guests. As Lagoi Bay is more than an hour’s drive away from the island’s town centre, the supply of registered taxis is limited which therefore translates to higher prices.

It is, however, due to the location that our guests get to enjoy the natural surroundings of our beachfront gardens. For leisure activities, we have over 50 land and water activities available in the resort. To explore Bintan island, day tours are also available where guests are picked up from the resort.

We would like to clarify that the additional charges for early check-in is for guaranteed early check-in. As we have received requests that guest would want their early check-in to be guaranteed, the additional charges was implemented. However if guest requested for early check-in, it will be subject to availability and we will provide it to them as long as the room is ready.

Please understand that the wooden platform in our Deluxe Rooms part of the design to incorporate traditional Indonesian features. We would also like to apologize for the shortcomings you mentioned with our bathroom. This message has been brought to the respective department in-charged and we are currently working towards improving the situation.

With regards to the exchange rate, for guest who make payment by credit card it is a practice for us to round up to the nearest 100 IDR due to currency fluctuation, which, certainly is not a 2% inflation that you have mentioned; the conversion we use is at 0.2% difference. Furthermore, it is also stated in our hotel’s room conversion letter that any settlement by credit card will be converted to Indonesian Rupiah currency at the hotels’ prevailing daily exchange rate.

We would like to assure you that we do care about our guests and we are sorry that not enough is done to make you feel otherwise. We are appreciative of the few points highlighted for us to review on and implement improvements.


Thank you.

Regards,
Stephanie Tang | Senior Marketing Communications Executive
for Bintan Lagoon Resort

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2,153 - 2,157 of 2,698 reviews

Reviewed 26 April 2011

Not enough parasol and it was so sunny
No one on the beach to help you
Quite a number of broken lounge chairs
No waiter in the beach area...you have to walk to the restaurant, but at least they deliver
Guests have to go pick up towels and return it every day. They are very strict. Never been to a resort that I have to work so hard for it.
We paid roughly S$250 per night as it was Easter holiday (more or less same price as Fullerton Bay but 10x better service and quality)
2-star hotel run down amenities - aircon in the room was not cool enough, the phone smells...bottle of wine in the restaurant costs ~S$110/bottle. Luckily we bought from Singapore/Bintan duty free C$35/bttle. Hotel cokerage charge was S$25, still better than paying that amount.
However, overall staff was quite welcoming and service was pretty good. Just bad management, not managing the place well.
Some good activities for kids - bungy jump, eco walk around...etc.

  • Stayed: April 2011, travelled with friends
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1  Thank louisa-hk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BintanEnvoy, Public Relations Manager at Bintan Lagoon Resort, responded to this reviewResponded 4 May 2011

Dear valued guest,


We are sorry to hear that the service provided in our beach area has not met expectations. Staffs from our beach restaurant are scheduled to walk through the beach frequently to assist guest with food and beverage orders. We have taken note of the need to increase the frequency of the assistance whereby it will benefit our guest better.

As for the maintenance of the sun loungers on the beach, we apologies that we did not recognized on the damages immediately, rest assured that we are fixing it currently.

With regards to your comments on the condition of your room, we are reviewing the housekeeping practices in order to deliver higher standards of comfort and cleanliness to our guests.

We would also like to thank you for your compliment of the service of our staff; we will certainly keep up the good work and work on improvements. We look forward to changing your opining of the resort in the near future.


Regards,
Stephanie Tang | Senior Marketing Communications Executive
for Bintan Lagoon Resort

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 26 April 2011

the receptionist was helpful. stayed there for 2 days, one night. good for short stay only. as there were not much places to explore unless u just want a short getaway.
breakfast was a big spread! delicious!
dinner was buffet steamboat style. not bad.
advice: do not, do not choose the seaview room as there is totally no seaview. the staff explained to us that the only view you will get is the poolside view and some palm trees. that's their idea of seaview room.
the bathroom was excellent. clean and spacious.
overall, loved the room and we both enjoyed our stay there!

Room Tip: deluxe seaview. comfortable!
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  • Stayed: April 2011, travelled as a couple
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1  Thank josiegoh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 25 April 2011

It was the 2nd time back to Bintan Lagoon. And it did not dissapoint us again. The rooms are still as nice, with a day bed. This time round we got a sea facing room.
The view was great and we took a lot of nice pictures.

This time round we went for the spa and I must comment that their service was great.
The whole stay was relaxing, and I am greeted by smiles everywhere I go.

Looking forward to visiting them again soon. Hope that third's time still a charm.

  • Stayed: April 2011, travelled as a couple
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Thank mangodaily
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 22 April 2011

When you reached the terminal, there will be people giving flyers. Just take all of them cos they have good offers on food and spa which is cheaper than at the resort.

We paid extra for a seaview room but we didnt get a room with full seaview, more of garden view instead! The management shld look into this so that guest dont get cheated. I cant remember the room number but it is on ground floor, 1st room from the lift, Room 2018/2108 (something like that).

We booked a triple sharing room. The extra bed was placed on the elevated platform and it was quite comfortable. Beds were comfortable and we had a good sleep. Room is considerably big and clean.

Toilet is spacious and clean too. Big shower head with good supply of hot+cold water.

We didnt get to spend any time at the beach cos it was raining when we were there but they have a private beach for the guests. It was clean and nice.

Spa, food was rather expensive so we took a cab to Nirwana Gardens Resort. But the taxi costs us $20+ one way. So if u have more people, it will be cheaper to go to Nirwana Gardens for spa and meals. The ride is abt 20 mins. Food at Nirwana was good.

Overall, it was an ok experience for us.

  • Stayed: April 2011, travelled with friends
    • Value
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    • Sleep Quality
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Thank sweetie_inc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BintanEnvoy, Public Relations Manager at Bintan Lagoon Resort, responded to this reviewResponded 3 May 2011

Dear valued guest,

We are sorry to hear that your room has not met with expectations. We would like to clarify that our rooms are classified as Deluxe Rooms and Deluxe Sea Facing rooms, the latter classified as such because the rooms do in fact, face the sea. We are unable to classify them as sea view rooms for the very same reasons you specified, when not all rooms have an unrestricted view of the sea.

With regards to your comments on food prices, we would like to assure you that it would be on par with other restaurants of similar standard on the island.

We do appreciate your feedback as it helps us understand our customers better. We will work on improvements and look forward to changing your opinion of the resort in the near future.

Regards,
Stephanie Tang | Senior Marketing Communications Executive
for Bintan Lagoon Resort

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Bintan Lagoon Resort

Address: Jl. Indera Segara site A12, Lagoi, Bintan Regency, Riau Islands Province 29155, Indonesia
Phone Number:
Region: Indonesia > Riau Islands Province > Riau Archipelago > Bintan Regency > Bintan Island > Lagoi
Amenities:
Bar / Lounge Beach Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#5 Spa Hotel in Lagoi
#6 Luxury Hotel in Lagoi
#6 On the Beach Hotel in Lagoi
Price Range: $113 - $301 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Bintan Lagoon Resort 4.5*
Number of rooms: 470
Official Description (provided by the hotel):
Bintan Lagoon Resort an Indonesian style resort with 470 rooms, villas and suites. A tropical paradise, only 75 minutes by our own private high speed ferry from Singapore direct to the resort. The resort has its own immigration terminal and fast track service. Sitting on the magnificent Pasir Panjang Beach, overlooking the South China Sea the 1.5Km beach is tranquil and unspoilt. Bintan Lagoon Resort is a tropical haven with over 300 hectares (766 acres)and includes 2 stunning championship golf course designed by Jack Nicholas, and Ian Baker Finch. The resort provides excellent meeting, incentive and team building facilities catering to groups from 10 to 1,000 people. Whether it is a family holiday, weekend break, romantic spa indulged getaway, a golfing break, or a company event in Paradise we are waiting to assist you. ... more   less 
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Also Known As:
Bintan Lagoon Hotel Lagoi
Bintan Lagoon Resort Bintan Island, Riau Islands

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