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464
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169
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819 - 824 of 4,087 reviews
Reviewed 19 July 2018 via mobile

1. Worst Room maintenance - TV totally blur, toilet dirty and marble stained. Looks old.

2. Bathroom got no cotton butt and shaver.

3. Spider web on ceiling, bed sheet got red stained and corridor extremely dirty. Ants on the bedside table.

4. At 6pm on first day of arrival, we dial extension 0 operator twice but no one answer till line was cut off, then dial 1 “all service request line” requested for 2 sets cotton butt, floor mat, 2 water. After 30 minutes, no one send, no courtesy call neither an explanation made. At 6.45pm, we went out from room and passed by reception, informed Carolyn our request of the same item. She even reconfirm if room attendant could enter room when we are not around, I said go ahead. However, 7 hours later at around 1.30am, we came back but nothing were send. We called reception and repeated same item, he said he will need to double check again with housekeeping department. However no reply after that. We called for 5th times, Sunardi attended us and do not know what we have requested earlier and asked us to repeat again to him. Out of our patience towards such ridiculous service, we requested to speak with duty manager. Aven, the duty manager extended apology and telling that he needs to check again with both departments of the miscommunication and sorry. To the management, I’m sure this will be spread to other guest and unacceptable service of a five stars.

Date of stay: July 2018
Thank li0304
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
SHR-Management, Manager at The Pacific Sutera Hotel - Sutera Harbour Resort, responded to this reviewResponded 31 July 2018

Dear Chua A,

We regret to learn of the service lapse that you have encountered. Please be assured that this is not reflective of the usual service standards that we pride ourselves on. We have sent you a personal message and awaiting your reply.

Once again we would like to apologize for any shortcomings experienced during your stay with us, we will rectify the problem immediately once we receive a reply from your side. We look forward to welcoming you back with loving arms and to exceed your expectations.

Warm wishes,
The Management

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 19 July 2018

I am very satisfied with my stay here. Even though I just upload my comment now. I am not sure how the hotel now. I am eager to try the latest upgrade.

For my previous experience, everything was very good. The staff great and smile. The room very tidy and clean.

Date of stay: August 2017
  • Trip type: Travelled solo
    • Value
    • Location
    • Service
1  Thank aman2702
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
SHR-Management, Manager at The Pacific Sutera Hotel - Sutera Harbour Resort, responded to this reviewResponded 31 July 2018

Dear aman2702,

We would like to thank you for the continuous support towards Sutera Harbour Resort. It is always in the best interest of all our guests that they receive the best treatment that they deserve during their time with us. Our warm and friendly employees are always ready to accommodate all your needs. We are always looking for ways to improve customer satisfaction and we would like to take this opportunity to invite you to follow us on all our social media accounts;Facebook @suteraharbour, Instagram @suteraofficial and Twitter for all the latest updates and highlights. We look forward to welcoming you back with loving arms to our gorgeous Sutera Harbour Resort.

Warm wishes,
The Management

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Reviewed 17 July 2018 via mobile

Poor guest room management
I booked sea view deluxe king bed almost one year early but the front desk told me that according to their record,twin bed is shown. After waiting for almost one hour, no sea view king bed room is given, the room is noisy outside very much. Even I requested to change another room, still no sea view and lower floor. Air-condition is not cold enough.
Food no good enough.
Breakfast time,staff attitude is poor.

Date of stay: July 2018
Trip type: Travelled with family
Thank KelvinC1386
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
SHR-Management, Manager at The Pacific Sutera Hotel - Sutera Harbour Resort, responded to this reviewResponded 31 July 2018

Dear Kelvin C,

We regret to learn of the service lapse that you have encountered. Please be assured that this is not reflective of the usual service standards that we pride ourselves on. We have sent you a personal message and awaiting your reply.

Once again we would like to apologize for any shortcomings experienced during your stay with us, we will rectify the problem immediately once we receive a reply from your side. We look forward to welcoming you back with loving arms and to exceed your expectations.

Warm wishes,
The Management

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 July 2018 via mobile

Lovely little place, we stayed at Sutera Magellan. Very expensive for the room as it was very average, and the aircon smelt mouldy. The location is phenomenal. It was a very busy time, so waiting in lines for the buffets at the facility were tiring, particularly early on in the morning, breakfast spread was good however, there was a bit of everything (no pork). Pool are lovely, however there wasn’t a pool bar as advertised. We pretty much didn’t even need to leave the resort. All in all, resort was ‘okay’ but definitely overpriced. Lots of restaurants to eat at there. Cocktails weak, and approx $11 AUD. Food approx 30 AUD for steak, 15-20 AUD for pizzas so pretty standard from western however do not expect a cheap holiday like I know others have.

Date of stay: July 2018
Trip type: Travelled as a couple
Thank Lara C
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
SHR-Management, Manager at The Pacific Sutera Hotel - Sutera Harbour Resort, responded to this reviewResponded 31 July 2018

Dear Lara C,

We regret to learn of the service lapse that you have encountered. Please be assured that this is not reflective of the usual service standards that we pride ourselves on. We have sent you a personal message and awaiting your reply.

Once again we would like to apologize for any shortcomings experienced during your stay with us, we will rectify the problem immediately once we receive a reply from your side. We look forward to welcoming you back with loving arms and to exceed your expectations.

Warm wishes,
The Management

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 July 2018 via mobile

Service at the front desk for check-in took a long time. We booked 2 queen size bed worth golf field window view, but end up we were given a ONE Kimg size bed bedroom for the 4 of us (2 adult, a 4 yr old and a 8 yr old). I told the service desk it is impossible to fit 4 ppl in one King bed but she keep telling us there is no other alternative or changes they can made. If we were to add an extra bed, the cost is $155 per night. And offer no compensation, even we booked 2 bed bedroom online. End up 1 of the adult have to sleep on the arm chair. It was terrible.

Date of stay: July 2018
Trip type: Travelled with family
2  Thank amiko_ak
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
SHR-Management, Manager at The Pacific Sutera Hotel - Sutera Harbour Resort, responded to this reviewResponded 16 July 2018

Dear Amy K,

We regret to learn of the service lapse that you have encountered. Please be assured that this is not reflective of the usual service standards that we pride ourselves on. We have sent you a personal message and awaiting your reply.

Once again we would like to apologize for any shortcomings experienced during your stay with us, we will rectify the problem immediately once we receive a reply from your side. We look forward to welcoming you back with loving arms and to exceed your expectations.

Warm wishes,
The Management

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