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“Was once 5 star.”

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InterContinental Sanctuary Cove Resort
Ranked #1 of 3 Hotels in Hope Island
Certificate of Excellence
Australia
Level 5 Contributor
67 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 44 helpful votes
“Was once 5 star.”
Reviewed 20 May 2014

we had a company conference here - very professional staff but lack the warmth I have encountered in Asia at hotels. Shared a twin room with a colleague - good size king singles which are almost a double bed size. food supplied to the company dinner was 5 star quality, they have gym access but you need to go to the golf course to access, they will drop you off and pick you up if you want or you can walk back. Great facilities- outdoor spa pool , swimming pool and lagoon pool. could do with a few more signs to assist people from getting lost as the resort is spread over a very large area. bathrooms are nice with a bath and a separate shower but the shower is a little small and I'm not a big person. the toilet is in the same bathroom so if your not on good terms with the other person then you will have to wait. request a first floor room to enjoy the views and they are more private with a balcony.
this resort is starting to age somewhat- I think it was built in the 80's and here and there, there are signs of wear. the grounds are beautiful and there were kangaroos on the grounds to see.
this would have been a great 5 star resort in it's day but I think this would be more like 4 star on todays scale
An enjoyable place to stay - can't comment on the prices and value for money as the Company pre-paid everything...
I also did not use the onsite spa but heard good reports from others who did

Room Tip: Request a first floor room to enjoy the views and they are more private with a balcony.
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  • Stayed May 2014, travelled on business
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Fernandez1960
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Monique H, General Manager at InterContinental Sanctuary Cove Resort, responded to this review, 27 May 2014
Dear Fernandez1960,

Thank you for your detailed review following your recent stay with us for your company conference.

It is great to read that you enjoyed our lovely grounds and facilities, the food served throughout your conference and the service provided by my team.

We hope to have the opportunity to welcome you back.

Warmest regards,
Monique
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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1,153 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (308)
Date | Rating
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  • Chinese (Simplified) first
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English first
Auckland Region, New Zealand
Level 6 Contributor
98 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
Reviewed 12 May 2014

My husband and I recently enjoyed 4 days here, having been previously and finding it a relaxing, lovely environment which we wanted, being a change from the bustle of a city stay.
The staff were friendly and helpful; from reception, to the concierge, bar staff and buggy drivers.
Our room, whilst a little dated, provided almost all we required; the only item we would have found useful was a luggage rack for our second suitcase. The bed was very comfortable and our room had a quiet, attractive outlook through the trees over the waterway. Whilst rooms in this Alexandra wing are a few minutes walk (or buggy ride) away from the main hotel building, they are quiet, whereas the rooms overlooking the marina and village would naturally not be so peaceful, with boats leaving early and general marina activity.
We enjoyed morning swims in the heated pool and spa and whilst the lagoon looked inviting, it was a little cool for this time of year.
There are a number of cafes and restaurants close by in the village, along with upmarket shopping.
In summary, this hotel is suited to couples and people who enjoy the tranquillity of such an environment and we will definitely return.
Our thanks to all concerned with a most enjoyable stay.

Room Tip: As noted in review, rooms overlooking the marina are not as quiet as those in other wings, due to ea...
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  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Parnellian
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Monique H, General Manager at InterContinental Sanctuary Cove Resort, responded to this review, 27 May 2014
Dear Parmelian,

I am so pleased to read that you enjoyed your stay with us. Thank you for taking the time to post a review.

I have passed your comments onto my team and we all look forward to the pleasure of your return visit.

Kindest regards,
Monique
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Labrador, Australia
Level 2 Contributor
9 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 9 May 2014

We were lucky enough to have our wedding here on 05 April. From the moment I checked in the night before, the check in procedure was fast and simple, the staff are warm and friendly. Our suite was spotless, spacious and very comfortable. The breakfast selection was one of the best I have come across, all fresh and displayed beautifully. The staff again in the cafe were friendly, warm and most helpful. Most of our wedding guests stayed over the weekend also, many from interstate and they all were very impressed with the hotel.

Our wedding was 6 star, everything that I had hoped it would be, Kim the Wedding Planner was top class and nothing was too much trouble, the setting was beautiful, the food was sensational. My friends stated it was the best wedding they had been to, thanks to the wonderful staff at the InterContinental, they make all your dreams come true!

Sue Lyon

  • Stayed April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Sue W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Monique H, General Manager at InterContinental Sanctuary Cove Resort, responded to this review, 9 May 2014
Dear Sue W,

Myself and the team are thrilled that your special day was everything you hoped it was going to be!

Thank you for acknowledging Kim. She is a wonderful wedding planner and highly respected member of our team and was delighted to read your comments.

Wishing you both a lifetime of happiness together!

Warmest regards,
Monique
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Amaroo, Australia
Level 6 Contributor
268 reviews
50 hotel reviews
common_n_hotel_reviews_1bd8 93 helpful votes
Reviewed 8 May 2014

This is reported as being a five star hotel but I wonder. There were, of course, some good bits: the grounds are excellent, the receptionist was efficient and effective, the trip to the room was speedily achieved by a small golf-buggy. But, why were we put into a room so far away that it required a drive? When we visited there were vast swathes of rooms unoccupied. The hotel was really quiet and the majority of residents were of an age so that it resembled a retirement village rather than a hotel. The bed wasn't to our liking and we didn't have a good night's sleep. Coupled with this was the noise from the Marina (6.00am start) and the gardeners leaf blowing (8.30am) meant that we left tired and in need of another day's rest. The breakfast was good, although there were more staff (mainly trainees) than residents. We were going to have a swim but neither the main pool nor the "hot"-tub were heated sufficiently and we were interrupted by trainees in packs walking past visiting the grounds. The check-out was speedy but again completed by a trainee. So, overall, a retirement village or a training camp but not sure it was a 5-star hotel.

Room Tip: Get a room close to the hotel/pool and away from the Marina which can be noisy
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  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Dom_Upton
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Monique H, General Manager at InterContinental Sanctuary Cove Resort, responded to this review, 9 May 2014
Dear Dom_Upton,

Thanks for taking the time to review us following your recent stay. I am pleased to read that you enjoyed the grounds and breakfast. Please accept my sincerest apology that your sleep quality did not meet expectation.

Wishing you safe future travels.

Warmest regards,
Monique
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Auckland, New Zealand
Level 2 Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed 5 May 2014

We stayed here for 9 nights over the Easter break and had the best time ever. We booked a Marina View Club Room and were upgraded to a Queenslander suite on arrival. Check in was a breeze. The room was spotless, the bed comfortable and our daughter said her sofa bed was comfortable too. The room didn't appear that dated to me, and the bathroom was very well equipped with 2 sinks, bath and walk in powerful shower.

The breakfast was the best we have enjoyed in any hotel. There was everything you could want for and the staff went out of their way to make sure they delivered the best service. A special mention here has to go to Lorraine and to Jennifer who were outstanding.

The Club package was certainly value for money with afternoon tea and drinks and canapes included.

The hotel grounds were beautiful and abundant with some pretty exotic birds. A Kangaroo and it's young could often be seen lazing in the sun there. It was just so peaceful but yet plenty of things for the kids to do. The Marina is only a short stroll away too with plenty of bars and restaurants there. The parks are only a short drive away too.

My only criticism would be the shortage of sun loungers around the terrace pool.

We will certainly be back. Thanks for making our holiday the best time ever.

Room Tip: We had 216 on the ground floor overlooking the marina, which is probably the quieter side of the res...
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  • Stayed April 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank KiwiKath
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Monique H, General Manager at InterContinental Sanctuary Cove Resort, responded to this review, 9 May 2014
Dear KiwiKath,

What a delight to read your wonderful review.

I am so pleased that you enjoyed your Easter break with us and yourself and the family had a chance to relax. The weather was just perfect for the entire holiday period...we were so lucky!

Thank you for acknowledging the service provided by the team. I will ensure that Lorraine and Jennifer are recognised for make a special impression on you.

Thank you for choosing to stay with us and we hope to have the opportunity to welcome you back next time you are visiting the Gold Coast!

Kindest regards,
Monique
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Perth, Australia
Level 2 Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 4 May 2014

We really enjoyed our stay at this hotel. The service was excellent even though the staff were rushed off their feet with a really busy time there was nothing that was too much trouble for them. The management must be so proud of them. Our suite was lovely - thank you for the upgrade. The linen etc was great quality, and the room very clean. Only the carpet had seen better days. But I am sure that will be replaced. I also loved the fact that Housekeeping cleaned the room while we were at breakfast so we came back to a beautifully serviced room.

Room Tip: We had a golf course view. It was fabulous
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  • Stayed April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank ZimbabweLady
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Monique H, General Manager at InterContinental Sanctuary Cove Resort, responded to this review, 5 May 2014
Dear ZimbabweLady,

Thank you for choosing to spend your Easter break with us. My team were thrilled to read your great review, thank you for acknowledging them!

We hope to have the pleasure of welcoming you back when you are next on the East Coast.

Warmest regards,
Monique
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Melbourne, Australia
Level 6 Contributor
105 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 195 helpful votes
Reviewed 3 May 2014

a wonderful resort, in a tremendous location ,the staff however is very young, inexperienced , and without leadership ,the result is that they try to fend for themselves and make very poor decisions by coming up with things like ''thank you for your feedback, WE will make sure this will be fixed...for the next guest!!! .first class setting and prices, third class food and service , the Hyatt did better than that, and they went belly up...

Room Tip: stay away from the marina side...very noisy from 6am!!!!
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  • Stayed May 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank frank r
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Monique H, General Manager at InterContinental Sanctuary Cove Resort, responded to this review, 5 May 2014
Dear frank r,

Thank you for choosing to stay with us recently.

Please accept my sincerest apology that our service did not meet your expectation.

I would really like to understand where we have lapsed and would greatly appreciate you contacting me at the resort so that we can discuss your stay.

I hope to hear from you soon.

Warmest regards,
Monique
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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 InterContinental Sanctuary Cove Resort

Property: InterContinental Sanctuary Cove Resort
Address: Manor Circle | Sanctuary Cove, Hope Island, Gold Coast, Queensland 4212, Australia (Formerly Hyatt Regency Sanctuary Cove)
Phone Number:
Region: Australia > Queensland > Gold Coast > Hope Island
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 3 Hotels in Hope Island
Price Range (Based on Average Rates): ££
Hotel Class:4.5 star — InterContinental Sanctuary Cove Resort 4.5*
Number of rooms: 247
Official Description (provided by the hotel):
InterContinental Sanctuary Cove Resort is inspired by the grandeur of a beautiful Queenslander offering an elegant and stylish timeless design. Set in beautiful surrounds the pristine white sands of the resorts famous one acre salt-water beach lagoon pool is the backdrop to a resort filled with relaxation and sophistication. Escape to a world of comfort, style, luxury and relaxation. ... more   less 
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Also Known As:
Hyatt Regency Sanctuary Cove Hotel Gold Coast
Hyatt Regency Gold Coast
Hyatt Gold Coast
InterContinental Sanctuary Cove Resort Hope Island, Australia - Gold Coast

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