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“Disappointed in customer service and standards of hotel / Resort.”

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Amara Sanctuary Resort Sentosa
Ranked #7 of 13 Hotels in Sentosa Island
Perth, Western Australia, Australia
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
“Disappointed in customer service and standards of hotel / Resort.”
3 of 5 bubbles Reviewed 21 March 2017

Booked 3 Premier Rooms King Size Beds, in November for a group of 6 people, paid by my credit card 3 rooms money taken immediately by hotel. After phone conversations requesting rooms together or 2 rooms together one across would be ok told no problem at all. Turned up at hotel, rooms not together not happy. They gave us 2 together 1 other same floor but was twin beds pushed together. Not what was booked and paid for.told after 1 hour to wait and desk clerk will try and fix problem waited 3 hours in room to find out no result. Really got mad requested high management intervene. Lady came out told her we have lost our whole afternoon for a situation that's not our fault, they then said that the rooms are booked 2 days before arrival NONSENSE. she then said we can have deluxe rooms all together said ok but want a refund on payment she said no so I said you need to come up with a solution. After 1/2 hr she returned with a heritage listed villas all together behind the hotel. We were all happy but very Annoyed it took 4 hrs for them to choke and give us the expense villas.asked as it was 5;30 pm would the hotel come to the party with a discount on Dinner meals as we were exhausted not only from the flight but the 4 hours wasted by them regarding the rooms. Answer profound NO,!! On our 2nd nite stay both myself and wife went to Shutters Dining room to get a plate and Ice foir drinks were told we would get that arranged immediately, after 1 hour We called room service for ice and plate 1/2 hr passed nothing delivered , called housekeeping told the same, 1/2 hr called reception you guessed it no service at all. Gave up after 3 hours.so our stay was ok but think service and customer satisfaction is very poor, no welcome drink, check in was disgusting took 3 couples 1 hour to check in before we were told of the room issues.Stayed at Movenpick now called Le Meridien last year same rate but service rooms and breakfast was far surperior. Hotel needs a refurbish as we saw the Oremier rooms and they look like average hotel rooms. Sorry Amara Resort but it's not as the pictures on your website. Buyer beware. Make sure if you have requests to get them in writing via email as that was told to me. Ha ha not really funny ....

Room Tip: Buyer Beware!!! Rooms and Room Service not at a high standard fir the price
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  • Stayed March 2017, travelled as a couple
    • Location
    • Rooms
    • Service
Helpful?
1 Thank Joe D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Amara_Mgmt, Amara Sanctuary Team at Amara Sanctuary Resort Sentosa, responded to this review, 22 March 2017
Dear Joe D

Thank you for your review.

At the outset, please accept our apologies for the disappointment expressed during your stay with us, particularly on the issues raised upon your check-in. We hear you on the check-in experience and wish to clarify that our standard check in time is at 3:00pm and while every effort is made to accommodate requests, such requests are subjected to availability upon time of check-in.

We are relieved to learn that our associates were able to provide complimentary upgrades to your rooms for the inconvenience experienced. We acknowledged that it could be handled better.

We are disappointed to learn of the service shortfalls, specifically from the Shutters and Housekeeping teams. Your experience is certainly not indicative of the standards one would expect of Amara Sanctuary Resort and we are pleased to share that we have looked into our processes and reiterated in our training on handling similar situations.

Every feedback is an opportunity to improve ourselves and we are grateful for the opportunity to do so.


Yours sincerely,
Amara Sanctuary Team
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183 reviews from our community

Traveller rating
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Rating summary
  • Sleep Quality
    4 of 5 bubbles
  • Location
    3.5 of 5 bubbles
  • Rooms
    3.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (34)
Date | Rating
  • Chinese (Simplified) first
  • Dutch first
  • English first
  • Italian first
  • Japanese first
  • Korean first
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  • Any
English first
Singapore, Singapore
Level Contributor
9 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
4 of 5 bubbles Reviewed 21 March 2017

My husband and I stayed here as part 1 of our anniversary celebration. This was our second time staying at the property and I really looked forward to the stay since we had so enjoyed our first time there. Instead of a regular room, we decided to book a Verandah Suite instead.

Amara Sanctuary is wonderfully tranquil resort that is located right next to Capella. Driving in from Sentosa, it's the second hotel that you'd encounter and it's decently near to RWS (just a short, albeit uphil,l stroll away). We went for RWS Halloween Horror Nights the first time we stayed here and found that it was a great location. It's close enough to RWS and yet detached enough so that it doesn't suffer from the crowds that the Resort Word hotels might encounter during busier periods.

The check-in process was smooth and the staff were all very pleasant and professional. We arrived at 3pm and were told apologetically that our room wasn't ready. After a 10 minutes wait at the lobby, one of the receptionists approached us and explained that they were applying some final touches to our room. After apologizing again, she told us to leave our stuff with the concierge and brought us to the nearby Tier Bar for a free drink. We waited 15 minutes for our drinks and just a couple sips later, our friendly receptionist approached us and told us that not only were our rooms ready, all of our bags had been moved in for us. The icing on the cake was that she told us to return to the lobby when we were ready and she would bring us up to the room in a buggy. She also offered us a late check out, free breakfast throughout our stay (not included with our room) and a couple of dining / spa discount vouchers as an apology for the wait. While I'm usually annoyed by late check-ins, I thought that this was a stellar service recovery.

The Verandah Suite is located at the heart of the resort and is a stone's throw away from the beautiful Glass Pavilion and Shutters Restaurant. When we entered the room, I was pleasantly surprised to see that the staff had decorated our four poster bed with a pair of swans and rose petals. It was a lovely attention to detail since I had mentioned our anniversary when booking our room. The room was very spacious and since we were on the second floor, we had a lovely view of the Glass Pavilion from our balcony. The bathroom is huge and has a wonderful deep soaking bathtub. I did think that the shower cubicle was pretty small in proportion to the rest of the bathroom.

The only shortcomings of our room were technology based. A main quibble that I have with Amara Sanctuary on this stay and our previous one was that the television is much too small for the size of the room. Our room was 61 sqm and I estimate that the TV was only about 40" wide. The TV was also placed off-center in relation to the bed and since the cables and wires were coiled up and secured with cable ties, there was no way to adjust the position. The television remote was not provided and all that we had was a remote which I assume was for the smart box and had no volume control. This resulted in us not being able to adjust the volume (the default was very very low) and we couldn't even turn the TV off. We brought our laptop and bluetooth speaker along, so we ended up syncing our speaker and used that instead. I think Amara could really look into upgrading their TVs because the current ones really don't do justice to the rooms. Another quibble we had was that the air con seemed to have a life of its own. Regardless of how we meddled with the temperature control, there was no way to change the temperature. We could only alternate between an aircon setting (which was very cold) or a fan setting (which was very warm).

One interesting thing is that there are numerous peacocks strutting throughout the resort. I was really delighted by this and I could tell that many other guests we encountered throughout the grounds were charmed by the stunning birds. On our buggy ride to the room, we actually saw a peahen with two of her tiny chicks. That was a real treat and I really love how close to nature Amara Sanctuary takes you. This does come at a slight price though. Our room was not very soundproof and we could hear the peacocks throughout our stay. It was very amusing during the day, but these birds seem to be rather nocturnal. We could hear them tweeting and squawking throughout the night. It affected our sleep a little during the first night, but by the second day, we had gotten used to them and treated them as ambient noise. If you are a light sleeper however, you might want to rethink staying at a Verandah Suite. The normal rooms do seem to have better sound proofing since I don't recall hearing the peacocks when we stayed in one of those.

We dined at Shutters during our stay and I think they might have revamped their furniture since the last time we visited (more than a year ago) because everything looks newer and fresher. The carbonara is still delish but the truffle fries were lacking in flavor. Breakfast was pleasing but somewhat forgettable in terms of flavor. The spread is pretty impressive though, and covers international (Japanese, Korean, American) as well as local cuisine.

On the whole, this was a pretty wonderful stay aside from our struggles with the television and aircon. It's a wonderful place to explore Sentosa and RWS from and remains as one of my favorite Sentosa resort choices. However, if I wasn't looking specifically to stay at Sentosa, I might hesitate to return because of the television. If they upgraded these, Amara Sanctuary would hands-down be my top pick as a staycation location. The service here is exemplary and the resort is absolutely gorgeous.

  • Stayed March 2017, travelled as a couple
    • Value
    • Sleep Quality
    • Service
Helpful?
Thank squirrelfly
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Amara_Mgmt, Amara Sanctuary Team at Amara Sanctuary Resort Sentosa, responded to this review, 22 March 2017
Dear Squirrelfly,

Thank you for your positive review!

On behalf of the team, we wish you a Happy Anniversary and thank you for choosing Amara Sanctuary Resort Sentosa to celebrate the occasion.

We thank you for your patience for the delay during the check-in process and are pleased to hear that our associates had handled the situation well. We are also delighted to hear you had an enjoyable stay.

We hear you on the difficulties with the aircon settings, please be assured that our engineering team will be looking in the areas highlighted in your posting. We also take onboard your feedback for the in-room TV and sound proofing of our colonial rooms. The resort has uniquely retained elements of of Singapore's colonial heritage and combined this with contemporary design, we are pleased to share that the team constantly looks into these areas to improve our overall guest experience.

We thank you for highlighting this area for our further consideration. Every feedback is an opportunity for us to improve and we are grateful for the opportunity to do so.

We appreciate your time to share this review with us and are grateful for your support.


Yours sincerely,
Amara Sanctuary Team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
1 review
5 of 5 bubbles Reviewed 20 March 2017 via mobile

We had an awesome time at Shutters today. We celebrated our dear friend ,Ivy's birthday.
The super friendly Outlet Manager, Azrin & Kae, assisted us in creating happy memories with our celebration here. The cozy ambience and delicious food made our day!

Stayed March 2017, travelled with friends
Helpful?
Thank Hiroshi O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Amara_Mgmt, Amara Sanctuary Team at Amara Sanctuary Resort Sentosa, responded to this review, 22 March 2017
Dear Hiroshi O,

Thank you for your review!

We are glad to hear you had such an awesome time at our Shutters restaurant. We are delighted to hear our team was able to assist to make your celebration a memorable one. We will ensure they are recognized for their efforts.

We appreciate your thoughtfulness and are grateful for your support. Please come back soon; we'd love to see you again!


Yours sincerely,
Amara Sanctuary Team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
1 review
5 of 5 bubbles Reviewed 18 March 2017

My husband and I held our wedding solemnisation and wedding banquet at Amara Sanctuary Resort Sentosa in Feb 2017. Thanks to the team, we had a beautiful wedding and everything was very well coordinated. Our guests had nothing but praises for the resort.

Special thanks to our sales coordinator Karlson and banquet manager Murali. They were more that we could ever asked for. Both of them were meticulous and responsible. They assured us that every thing would be carried out as planned, and it did!

We are impressed by the service of the staff. We will strongly recommend this awesome place, whether it's for hotel stay or weddings.

  • Stayed February 2017, travelled with family
    • Value
    • Sleep Quality
    • Service
Helpful?
Thank PerrineHung
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Amara_Mgmt, Amara Sanctuary Team at Amara Sanctuary Resort Sentosa, responded to this review, 22 March 2017
Dear PerrineHung,

Thank you for your lovely note!

Congratulations once again on your wedding and thank you for choosing Amara Sanctuary Resort! It is always delightful to receive compliments praising our service, particularly for our associates. We will ensure they are recognized for their efforts.

We appreciate your thoughtfulness and are grateful for your support. Please come back soon; we'd love to see you again!


Yours sincerely,
Amara Sanctuary Team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, England, United Kingdom
Level Contributor
11 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 bubbles Reviewed 16 March 2017 via mobile

I fell in love with the hotel and location the minute I stepped in. I stayed here on my own for a few days last week and was amazed by the beauty and tranquil atmosphere of the resort, especially considering it is located in the centre of the super touristy Sentosa. While there is lots and lots to do within a 5 mins walk, Amara truly feels like getting away from the hustle and bustle of the city and finding some peace. The rooftop pool is georgeous as well as the gym and the rooms are very comfortable. Aside from getting attacked by a peacock which was a first to me, I could recommend Amara highly to any visitor (couple/solo/family), who likes to combine an active holiday with getting some good rest. The other Sentosa hotels (like W and Sofitel) really missed the nature-part and were simply to massive. Amara had perfect price/quality and lovely service too. All in all I really hope I would be so lucky to visit again some day!

Stayed March 2017, travelled solo
Helpful?
Thank Lisa N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Amara_Mgmt, Amara Sanctuary Team at Amara Sanctuary Resort Sentosa, responded to this review, 21 March 2017
Dear Lisa N,

Thank you for your heart-felt review!

We are pleased to know that you enjoyed your stay with us and we hope your quiet reprieve was able to reconnect you with Mother Nature whilst finding your sense of personal renewal during your stay with us.

We appreciate your time to share this review with us and are grateful for your support. We look forward to having you again as a guest in our resort.


Yours sincerely,
Amara Sanctuary Team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Amara Sanctuary Resort Sentosa

Property: Amara Sanctuary Resort Sentosa
Address: 1 Larkhill Road, Sentosa Island 099394, Singapore
Phone Number:
Region: Singapore > Sentosa Island
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Top resorts Hotel in Sentosa Island
#6 Spa Hotel in Sentosa Island
#7 Luxury Hotel in Sentosa Island
Price range (per night): $218 - $811
Hotel Class:5 star — Amara Sanctuary Resort Sentosa 5*
Number of rooms: 140
Official Description (provided by the hotel):
Amara Sanctuary Resort Sentosa is a 140-room boutique resort in Singapore nested within 3.8 hectares of secluded tropical gardens on the hillside of Sentosa’s popular Palawan Beach.A ten minute drive from the Central Business District on mainland Singapore, it is easily accessible for both business and leisure travellers.Winner of Singapore Tatler The Best of Singapore Awards 2010 to 2013 - Best Resort.Winner of Singapore Service Class Award 2012.Winner of AsiaOne People's Choice Awards 2009 - Best Resort.Winner of URA Architectural Heritage Awards 2007 - Category A. ... more   less 
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Also Known As:
Amara Sanctuary Resort Sentosa Hotel Sentosa Island
Amara Sanctuary Sentosa Island
Amara Sanctuary Hotel Sentosa Island

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