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Reviewed 21 January 2020

This time, it looks like they ticked us off for the "after the stay experience" form, which normally reaches us by e-mail. We can imagine why. And we imagine that we had been not the only ones that week-end. Front desk seemed understaffed, even longer waiting times than usual for the mini cars, Jacuzzi out of service the first day, no pool towels the whole afternoon on the second day. The last 2 stays we had troubles on check-out at front desk. We had been overcharged for taxes when using Agoda the last time (that was luckily corrected after insisting) and this time they announced at reservations 2900 CFP for each breakfast and we had been billed 3100 CFP. We do not enjoy the misinformation which is definitely one persisting problem in this establishment. We explained that we would like to pay what we have been announced but that was declined with a big misplaced smile saying that we would have no prove of it and therefore we would have to go and fight for our right back at reservations. And as clients coming so regularly, we should know all this. Just imagine, we stay indeed approx. every 3 month for one night since years now and just the last 2 nights alone have cost us about 2000 USD, and the receptionist is saying somewhat in an uneasy way into our faces that she is not trusting us and that we should go elsewhere with our problem. A little bit more costumer orientated would have been : Ok dear guests, I would like to make an exception for you and reduce your bill about 6 USD but there was some misunderstanding during your reservation. We apologize if it was on our side.

WOW - one returning costumer saved and valued......for 6 dollars :)

We love this place, the mostly very friendly people, the beautiful and impressive hotel structure, the kids club (yeaahh), the pool.....it's just wonderful. But some things are not well handled here. We will come back one day but scheduling a break for now and explore the many other options like beautiful gites and lodges which are popping out of the ground in New Caledonia recently. Big thanks to Juana (?) and Elisa at reception, Marc the mini car driver, Océane at the pool area and so many other good people here.

May the 4th be with you.

Room tip: Golf view is preferable when in standard room or apartment. The bunglows, beachfront or garden, are amazing.
Date of stay: January 2020
    • Location
    • Sleep Quality
    • Service
Thank orionschwert
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
MI_New_Caledonia, Public Relations Manager at Sheraton New Caledonia Deva Spa & Golf Resort, responded to this reviewResponded 24 January 2020

Dear Orionschwert,
We would like to thank you for your review and your loyalty.
We are glad that you enjoyed our amenities and facilities.Thank you for complimenting our hotel and staff, and and the mention of Juana, Elisa, Marc and Océanel! Your warm compliments have been shared with them, and they has been congratulated accordingly! This made them so happy and proud!
We are quite surprised by your comment about our receptionist. It wasn't her intention to be unpleasant, we're sorry you interpreted it that way. XFP 2.900 is the price for the breakfast box and not the breakfast, that is why she asked to pay XFP 3.100 if you had a breakfast and not a breakfast box.
Looking forward to an opportunity to better serve you in the future.
Best regards
Sheraton Deva Team

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Reviewed 4 January 2020 via mobile

The hotel is very nice and located in a beautiful place. The swimming pool is just great. However the service is not up to standards. The reception desk didn't call us to tell us when the room was ready, the restaurant forgot part of our order, they even forgot to bring one meal at the pool we had to remind them, many breakfast items were missing 15 minutes before the official end of breakfast. The worst thing that happened is that I left my short on a sunbathing chair as well as my towel, for 45 minutes, and both were put by the staff in the dirty towels basket. I had to find it myself in the basket..just unbelievable. Overall it is a good hotel but the value for money is not as good as it should be.

Date of stay: December 2019
Trip type: Travelled with family
1  Thank louisp639
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
MI_New_Caledonia, Responsable relations publiques at Sheraton New Caledonia Deva Spa & Golf Resort, responded to this reviewResponded 21 January 2020

Dear TokyoMMO,
Thank you for taking the time to write this review about your experience on TripAdvisor.
We are sorry to read that you were disappointed with your stay in our hotel. Please accept our apologies for the inconvenience encountered. This is not up to Sheraton Deva standards, and we can assure you that necessary action has already been taken to avoid these issues in the future.
We hope you will give us another chance to show you Sheraton Deva hospitality next time you visit New Caledonia.
Best regards,
Sheraton Deva Team

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Reviewed 1 January 2020 via mobile

This is a beautiful hotel with a spacious room with a big terrace looking over the golf course and hills (staying at the Domain Suite). The site itself is very beautiful however the service has been quite lousy:

1) Although our check in was 15:00, we were kept waiting until 16:15!!
2) On the first night we checked in, our phone line, wifi, TV stopped working. More than 2 hours later at 23:30, finally a member of staff showed up to fix it (after we called the customer service 4 times) however he was unable to fix the problem.
3) Next morning at 08:00 a technician came to fix the internet, phone line, TV. 15 mins after they left, the whole system stopped working again...
4) Yesterday we ordered room service at 19:00. We asked the dinner to be served at 20:30 but it didn’t show up till 21:20
5) Today we asked for room cleaning in the early afternoon, housekeeping never showed up. In total we needed to call for cleaning service 3 times and even went to the reception to ask for it. Finally at 21:30 housekeeping showed up.

My partner and I travel very often on holiday and business but we’ve never stayed in a 5 star hotel where the service quality disappointed us this much.

Date of stay: January 2020
Trip type: Travelled as a couple
1  Thank TokyoMMO
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
MI_New_Caledonia, Public Relations Manager at Sheraton New Caledonia Deva Spa & Golf Resort, responded to this reviewResponded 2 January 2020

Dear TokyoMMO,
Thank you for taking the time to write this review about your experience on TripAdvisor.
We are sorry to read that you were disappointed with your stay in our hotel. Please accept our apologies for the inconvenience encountered. This is not up to Sheraton Deva standards, and we can assure you that necessary action has already been taken to avoid these issues in the future.
We hope you will give us another chance to show you Sheraton Deva hospitality next time you visit New Caledonia.
Best regards,
Sheraton Deva Team

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Reviewed 31 December 2019

We were picked up late at night and driven to the resort where a lovely young woman welcomed us and showed us to our room.
The staff at front desk had very good English but elsewhere it was a little hit and miss but we got by easily.
Our room was overlooking the beach and pool, a huge room with a tv/lounge area, gorgeously appointed double bathroom, seperate toilet, very big verandah with day bed.
Everything was clean, inviting and enjoyable about our accomodation and resort in general.
The pool was ample big enough for the amount of people there, staff all friendly, meals were also fabulous.
The only thing that we didn’t like was that there was a lot of weed in the ocean however we weren’t too disappointed because we had been warned by our travel agent.
If you’re a golfer the course apparently was very good.
3 days of relaxing was the perfect way for us to start our New Caledonian holiday.

Date of stay: February 2019
    • Location
    • Cleanliness
    • Service
1  Thank loeythelip
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
MI_New_Caledonia, Responsable relations publiques at Sheraton New Caledonia Deva Spa & Golf Resort, responded to this reviewResponded 21 January 2020

Dear Loeythelip,
Thank you for taking the time to write this review about your experience with us.
We appreciate your review, and we're thrilled to hear that you so enjoyed your stay with us, finding our staff, the room and pool to be highlights.
We hope to welcome you back again one day,
Sheraton Deva Team

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Reviewed 26 December 2019 via mobile

From the moment we arrived to this beautiful resort we felt so welcomed and comfortable. We had a private bungalow suite by the beach which was absolutely beautiful and included a private porch, a huge soaking tub and walk in shower, which made it even nicer.

Overall the food was excellent. We attended the special Christmas Eve buffet which had so many choices and quite delicious. We also had the smaller buffet for dinner one night and a pizza in the lounge the other night and found all the food quality very good. Fresh seafood, amazing sashimi bar and incredibly tender deer were a few of our favorites. Also the cheese and dessert selections were very good and unexpected for an island resort.

The swimming pool was beautiful and poolside services were great.

Consistently though out our stay the service was equivalent to a five star hotel. So friendly and helpful with any question or request.

This is definitely a place I would like to visit again.

Date of stay: December 2019
Trip type: Travelled as a couple
2  Thank Nola B
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
MI_New_Caledonia, Responsable relations publiques at Sheraton New Caledonia Deva Spa & Golf Resort, responded to this reviewResponded 21 January 2020

Dear NolaBola2008,
Thank you very much for your fantastic feedback.
We are extremely pleased to know that you had a very pleasant stay and enjoyed our high level of service. We are dedicated to constantly improve our services and your positive words are much appreciated by everyone here.
We do hope that we have the pleasure of welcoming you back soon,
Sheraton Deva Team

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