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Reviewed 3 weeks ago

this hotel was my first choice as i wanted a private pool/jacuzzi so that i can enjoy with my wife during our staycation, thus we decided to get the Courtyard Suite with Private Jacuzzi.

we arrived at 3pm for the check in, and was actually surprised when they said our room was not ready yet, and we can wait at the restaurant while the room was being made. luckily, the room was ready by the end of the check in session.

the suite is located in an old colonial building so it had a rustic feel around it. however, the interior of the suite left much to be desired. you can see the interior need refurbishment badly. the wall was quite dirty with all the insects empty egg shells, the toilet screen door does not align with the frame itself, the TV is still either a 32 inch or max 40 inch TV. in honesty, we were disappointed as this room does not come cheap even with the Rediscover Singapore vouchers.

then the problems came. first up was the toilet. it couldn't flush completely and we had to flush about 2-3 times. we rang up the housekeeping and informed them of this toilet issue and were assured the engineering team will come. 1 hr passed, and we made the second call only to know that the first call was not registered with the team. an apology was given and the engineering team was down to our suite in about 10mins. they then went about trying to sort out the toilet flushing. about 5 mins later, they were done and told us that it is normal because the amount of water is a lot and the flow is slow. WHAT WERE THE ENGINEERING TEAM THINKING?! how can 2-3 flushes be normal? were they expecting the guests to stay at the toilet and keep flushing? they told them they will check with reception on changing another room for us and yet 1 hour later, we have to call reception ourselves on whether we can change the room. communication is severely lacking between departments.

Then another problem appeared. The tv hanged while i was changing channels! blackout! switching it off and on also doesn't solve the issue. in the end, i had to switch it off and wait for half an hour before the issue was resolved. after a call to the reception, they finally arranged for us to be moved to another suite which was just next to us.

3rd problem appeared when we wanted to go for a soak in the jacuzzi. the jacuzzi area was situated beside the suite BUT if you cross over to the jacuzzi area, there is a gap which will be like a mini waterfall when it rains. you will get wet before you can go into the jacuzzi. it is definitely a weird design.

4th problem was the door at the jacuzzi area. it is unlocked, which means anyone can just enter into the jacuzzi area from outside of the hotel. there was no locking mechanism to lock the door from the inside.

the redeeming grace was the human factor. the reception, the buggy guy, the cleaning staff, went well and above their duty to ensure we had a good stay. however, the suites are really in great need for a refurbishment and improved communication between departments.

Date of stay: January 2021
    • Location
    • Cleanliness
    • Service
1  Thank AlvinFSH
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ASRS GM Office, Other at Amara Sanctuary Resort Sentosa, responded to this reviewResponded 3 weeks ago

Dear AlvinFSH,


Thank you for your review and we do apologize for any inconvenience caused. We have seriously looked into engineering matter and have fixed issues. Your review is greatly appreciated.


Regards,

Hotel Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 weeks ago

(1) Found the room being very “basic” despite being upgraded to Premier category. (2) While swimming at the Sky Pool, we could smell the stench from the toilet next to the pool. (3) Overall, staff who answered our calls were not very professional and helpful.

Date of stay: February 2021
Trip type: Travelled with family
Thank LohWYA
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ASRS GM Office, Other at Amara Sanctuary Resort Sentosa, responded to this reviewResponded 3 weeks ago

Dear LohWYA,

Thank you for your review and apologies on various matters. Would you please kindly allow us to contact you directly so that we could get more details with regards to Staff you spoke with.

Thank you

Hotel Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 weeks ago via mobile

Id like to thank helpful staff at Amara Sanctuary for giving us a great respite from home
Even though we have returned only for one night,it was a perfectly relaxing stay,full of good humor and good food
So glad to have you guys 20 minute ride away from home;)
Keep up the good work
Joanna and Kenji

Date of stay: February 2021
Trip type: Travelled as a couple
Thank JoannaPawlus
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ASRS GM Office, Other at Amara Sanctuary Resort Sentosa, responded to this reviewResponded 3 weeks ago

Dear Joanna & Kenji,

Thank you so much for writing such a wonderful review. We hope to have chance welcoming you back to stay with us again in the near future.

Regards,

Hotel Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 weeks ago via mobile

Nadhirah, Lixuan and Esther was amazing. They helped my family check in/out seamlessly and they service was on point. My 5th visit and they never disappoint. Would definitely come back again and again.

Do look for Esther when you come. She is great and her generosity in giving me the same villa as my previous visit was not expected.

The Villa number 7 however had power outages thrice throughout the night but that still did not stop us from having a good time as the technicians were prompt and service efficient. Even offered us a change of room but we had too much stuff to pack up to be changing rooms so we just decided to stay.

Date of stay: February 2021
Trip type: Travelled with family
Thank khairinmustaqim
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ASRS GM Office, Other at Amara Sanctuary Resort Sentosa, responded to this reviewResponded 4 weeks ago

Dear Khairinmustaqim,

Thank you very much for writing such an sweet and impressive review. We have investigated on the case of power tripped and has come up with the long term solution to fix this and for all. I look forward to welcoming you and your family back to stay with us in the near future

Regards,

Poom
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 weeks ago via mobile

Due to Covid, the hotel industry is badly affected and probably have laid off many of the experience staff. No one to help me carry my luggages, no one to open the lobby door and no one greeted me at the hotel the whole time. The receptionist also did not tell me the time for breakfast, which was very early (until 9.30am) only so the next day when we came at 9.50, breakfast already ended. The entire hotel is also rather dirty (prob lack of cleaners) and there were no one to attend to you at the pool. The hot water is also not working in the shower. Really hope to see this hotel improve.

Date of stay: January 2021
Trip type: Travelled as a couple
Thank Manager888
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ASRS GM Office, Other at Amara Sanctuary Resort Sentosa, responded to this reviewResponded 4 weeks ago

Dear Manager888,

Thank you very much for your review and I do apologize on any inconvenience caused. We will not let an experienced and good staff leaving us, however, we also have trainees working with us as well. As hotel is Sanctuary resort, some of areas are expected to look uncleaned.

Regards,

Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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