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“So very nearly very good indeed” 4 of 5 stars
Review of The Santosa Villas & Resort

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The Santosa Villas & Resort
4.0 of 5 Hotel   |   Jl. Raya Senggigi Km 8, Senggigi, Lombok 83125, Indonesia   |  
Hotel amenities
Ranked #18 of 23 Hotels in Senggigi
Sanur, Indonesia
Top Contributor
150 reviews 150 reviews
36 hotel reviews
Reviews in 45 cities Reviews in 45 cities
69 helpful votes 69 helpful votes
“So very nearly very good indeed”
4 of 5 stars Reviewed March 19, 2013

This resort has recently been renovated and I have to say, the results show. I stayed in one of the deluxe suites and the room was very good indeed. In particular, I applaud the large deep bath with an (almost) endless supply of hot water.

HOWEVER, there are a couple of little items that prevent me giving this resort 5 stars. Finding a large cockroach in the bathroom is a big no-no for me. Also, there are some very loud scurrying animals (I assume rats) in the roof space (not conducive to a quiet night's sleep) - both these items raise cleanliness concerns.

Also, to the hotel - either upgrade your internet infrastructure or stop claiming to offer it. What you have at the moment is completely unuseable - I've had dialup connections much faster and the wireless drops every 20 minutes or so.

So disappointing to have an otherwise excellent resort spoilt by such easily fixed things...

  • Stayed March 2013, traveled solo
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ServinStephane, General Manager at The Santosa Villas & Resort, responded to this review, March 27, 2013
Dear Bishop,
Thank you for your review and constructive comments, this are a few issues we have taken action upon, but it does remain from time to time an issue, pest control in our property like aby other in most Asian country is difficult to say the least and constent effort must be made to be better, and that is what we will do. Our suites are very nice rooms and we do feel privileged that you enjoyed your stay and do hope to see you again very soon in our hotel where you can enjoy a perfect rest time. Once again, thank you for your assistance in pointing our points were our effort need to be refocussed and see you in Lombok sometime soon again we hope.
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268 reviews from our community

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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    3.5 of 5 stars
  • Rooms
    3 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    3.5 of 5 stars
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Sorong, Papua, Indonesia
Senior Contributor
41 reviews 41 reviews
13 hotel reviews
Reviews in 18 cities Reviews in 18 cities
24 helpful votes 24 helpful votes
4 of 5 stars Reviewed January 24, 2013

First time go to lombok l've stayed here for two nights. The resort was stunning. Hospitality all the employees were great. I'm enjoying very much for my first time went to lombok.
The bad thing that a lot of merchandise seller near the beach.

  • Stayed September 2012, traveled solo
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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ServinStephane, General Manager at The Santosa Villas & Resort, responded to this review, March 27, 2013
Dear Yosua,
Thank you for your review and as you may have noticed on previous review comments, we are doing our best to regulate with the local authorities the access and disturbance from local sellers, but it takes time and a lot of work with a less than cooperative group of people. We do hope to see you again in Lombok and thank you for your visit
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jakarta
Contributor
15 reviews 15 reviews
14 hotel reviews
Reviews in 15 cities Reviews in 15 cities
22 helpful votes 22 helpful votes
2 of 5 stars Reviewed January 18, 2013

The hotel looks great as I was coming into the driveway, service was friendly.
Unfortunately things go downhill as soon as I go into the room.
I stayed at the top floor and the first thing I noticed is the ceiling, it was covered with leak stains. It wasn't just a couple of spots, almost the whole ceiling is covered with stains.
The door chain doesn't have chains on it.
The shower was not working properly.
Towel was yellowish.
The faucet was leaking and sink doesn't have plug on it.
All wood ornaments especially inside the bathroom are dilapidated.
Breakfast was average at best,
Pool is good but the towel guy is unfriendly.
Beach is terrible. I had to walk to senggigi beach hotel, their beach was far better.

  • Stayed December 2012, traveled with family
    • 3 of 5 stars Value
    • 2 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ServinStephane, General Manager at The Santosa Villas & Resort, responded to this review, March 27, 2013
Thank you for your review and comments on your stay, sorry you found the room unsatisfactory and rest assure that we are doing our best to rectify some of our rooms defects.
for the beach, it is behond our control as the local authorities do not want to sort out the issue, but that was until last week when they finally after years of protest from our part decided that it should be left for tourist pleasure and not fishing boat. We do hope that on your next visit you will enjoy the beach in front of our hotel as well as it is not the hotel beach, no hotel has private beach in Indonesia, the hotel next to us benefit of the fact that the water in front of their property is full of coral so boat cannot approach it. In any case we do hope to see you in Lombok again sometimes for an upgraded service and experience
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Contributor
18 reviews 18 reviews
17 hotel reviews
Reviews in 14 cities Reviews in 14 cities
8 helpful votes 8 helpful votes
4 of 5 stars Reviewed January 11, 2013

i have recently stayed in this beautiful resort and its hospitality is the best. People in Lombok are just so friendly!!!! The Resort has a wonderful view of the sea and yo can also view the sunset, it is just so beautilful.

  • Stayed December 2012, traveled on business
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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ServinStephane, General Manager at The Santosa Villas & Resort, responded to this review, January 14, 2013
Thank you for your review and comments, I will pass on to my staff.
We do hope you will come agin to Lombok for leisure this time so you can enjoy and explore our wonderful island
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Sydney, Australia
Top Contributor
168 reviews 168 reviews
166 hotel reviews
Reviews in 107 cities Reviews in 107 cities
256 helpful votes 256 helpful votes
4 of 5 stars Reviewed January 9, 2013

I spent a night at this hotel and was impressed by the ambience and location. The pool and beach beyond are attractive. My room was in good condition and everything worked. The bathroom was well designed and functional. Food in the restaurant was plentiful, tasty and politely served. The convention areas were nicely appointed and well airconditioned. Yes, this hotel is a long way from the new airport. But then it is not far to the Gilli diving islands and the monkey colony. If you want a pleasant stay on Lombok by the beach, this may be it!

  • Stayed December 2012, traveled on business
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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ServinStephane, General Manager at The Santosa Villas & Resort, responded to this review, January 14, 2013
We hope you had a good trip back home to Sydney, and thank you for your review.
I will pass on your complement to my team and we do hope you willl come back to Lombok in the near future.
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Shanghai, China
Top Contributor
165 reviews 165 reviews
81 hotel reviews
Reviews in 66 cities Reviews in 66 cities
79 helpful votes 79 helpful votes
3 of 5 stars Reviewed January 1, 2013

The hotel has a good location close to all restaurants and shops. The beach at the hotel is crowed, not white and full with sales people, so we did not once stayed at the beach. The rooms are out dated and not all is working. We had to move out of our first room as the AC was broken. The second AC was dripping water,... but we than left it. Especially the bathroom was very poorly cleaned.

The breakfast is every day the same,... we stayed 8 nights so were fed up with it. The quality of the food was also not that good.

They say they have wifi in the hotel, but that is so slow that I gave up trying.... in the room there was no wifi at all.

There are two reasons why I give it average and not lower - 1 the pool and 2 the price. The pool is really nice and can compete with most other properties. There are toys in the water for the kids and it is big. The price, as we got a good offer for our stay, I do not want to complaint too much,.... you get what you pay for. But if you are planning to spend a lot of money on this hotel I would say, maybe reconsider.

  • Stayed December 2012, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 3 of 5 stars Service
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ServinStephane, General Manager at The Santosa Villas & Resort, responded to this review, January 14, 2013
Thank you for your review and we will look into some of the issues you mentioned, we have appointed a new chef, and will change the breakfats menu so better rotation of dish so it is not the same all week long.
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Geneva, Switzerland
Top Contributor
51 reviews 51 reviews
14 hotel reviews
Reviews in 28 cities Reviews in 28 cities
59 helpful votes 59 helpful votes
2 of 5 stars Reviewed December 29, 2012

We arrived on 28 December after having booked with Booking.com. It looked great on booking.com and the price of 165 USD per night ought to be a guarantee for top quality and top cleanliness. Unfortunately it was not like that. As described by others above, the bathroom was not very clean and appealing. The outlet of the tub was full of rust and there were ants crawling around inside the tub. There was also a smell of sewer outside the room and in the bathroom as we arrived. The smell disappeared after a while but came back the next morning.

The lighting in the room was not very cozy. There were no lamps around to create a homey atmosphere. There were two pictures in frames over the bed, but they were not aligned, so it looked very sloppy. Otherwise, the walls were pretty naked.

Usually hotels need a minibar in the room in order to get the 4 star rating. We found the minibar..., but it was just empty. We could order drinks from the rooms service and so we did. We could not get four bottles of sparkling water, so we had to accept two bottles of sparkling and two bottles of still water. I did not really understand the reason, but I think they were out of sparkling water. A bit strange for a hotel with 194 rooms. We could not find the bottle opener anywhere, so I used my Swiss Army knife. Maybe there was an opener somewhere, but we did not find it.

The floor had some sticky stains, which was not so appetising.

The breakfast buffet has a big selection of various foods, but there are almost too many warm dishes that look like left-overs from the day before. It would have been nice with more variety of bread and cereals, cheese and meats. But I should not complain, there was a lot to eat, and the omelette was very good. The juices, though, were this kind of concentrate you dilute with water. Nothing like freshly pressed fruit juice.

Just for comparison: For 15 USD more per night we got a beautiful room at the JW Marriott in the business district of Jakarta. That was a real five star hotel where all the staff are really dressed up and very welcoming. There you felt that you got value for the money. At Santosa, it was the opposite.

I have to point out, though, that the staff at the front desk listened to us when we complained and they found another room. The other room was a tad bigger, but not really any better in terms of cleanliness and style. So we decided to move to another hotel. The good thing, and here I will give a compliment to the staff and the manager: We did not have to pay for the night we spent there.

Reading the replies from the manager to the other "grumpy" ratings above, I think they are trying there best to improve the quality. It is no easy business to care for spoiled travellers who have the habit of 4 and 5 star hotels in Europe and elsewhere. Usually a 4 star hotel in Europe is way better than the room that we had.

It looks as if there is a mix of old worn-down rooms and newly refurbished rooms. They should tell people about that and charge accordingly. I would assess that our room was worth about 40-50 USD per night as there was no sea view. Where we stay now we pay 60 USD for ocean view and the rooms without ocean view are 30 USD per night. And our room here, although in some ways more "rustique" than the Santosa room, has not rust in the bathtub.

The airconditioning unit made some funny squeaking noises in addition to the usual fan noise. Maybe time to lubricate or replace the unit.

The TV set was of the old CRT type with a minimal screen. From the bed one could hardly read the subtitles. Our cheap room in the other hotel has a much bigger screen and it is flat-screen.

Next time in Lombok, we will probably save a bit on beforehand and go to the Oberoi. There one gets world class luxury (rated fifth best hotel in Asia by Condé Nast readers) for about twice the price we paid at the Santosa.

I hope that I don't sound too spoiled and too grumpy, but when the daily rate is 165 USD one expects an impeccable room.

I have heard about hotel managers and owners who check in to their own hotels for a few days, just to find out how their hotel works in practice. That might be an idea here also.

I think the old rooms in Santosa need a complete makeover.

Cheers,

Geir

  • Stayed December 2012, traveled as a couple
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ServinStephane, General Manager at The Santosa Villas & Resort, responded to this review, December 30, 2012
Dear Geir,
We do appreciate your review and comments, it is true that we had some technical issues in some of the room over the very busy period of december, and do hope you will visit us again for a better experience, we have been working on the main building for some times now and it will take another year for us to have it in much better shape.
Withe regards to your rooms, it was a main building standard room and the fact that you got your booking from an OTA like Booking .com, explains the rate, this room is usually $65, but as you know based on demand, price within the online booking engine systems do evolve because of inventory reduction, like you say in normal period you could get a room at the Marriot Jakarta for 15$ more, but that would be in regular season and the room you got in Santosa in regular season is 65$ not 150$. For the same pick period Marriot and Oberoi Lombok were at over 350$ a night. So things need to be kept in perspective and I do recommend you contact the hotel or a regular agent on pick season, most of the time some of the OTA rates on pick season do not make sense.
Rest assure that we will do our best as usual to better our property and service.and do hope you will visit us again and experience a better Santosa. until then do accept my team apologies for a less than perfect experience and wishing you and your family a happy New Year and a great 2013
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Additional Information about The Santosa Villas & Resort

Address: Jl. Raya Senggigi Km 8, Senggigi, Lombok 83125, Indonesia
Location: Indonesia > West Nusa Tenggara > Lombok > Senggigi
Amenities:
Bar / Lounge Business Center with Internet Access Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Room Service Spa Swimming Pool
Hotel Style:
#11 Luxury Hotel in Senggigi
#14 Spa Hotel in Senggigi
Price Range (Based on Average Rates): $
Hotel Class:4 star — The Santosa Villas & Resort 4*
Number of rooms: 194
Official Description (provided by the hotel):
Located in the heart of Senggigi, The Santosa Villas & Resort offers a range of accommodation styles from hotel to private pool villas with all amenities. The free form lagoon size pool, right on the beach, is the focal point of the resort to relax and enjoy the sun setting over Bali from the Sunset bar. Other facilities include bars, restaurants, 24 hour room service, tennis, kids club and conference center. Your home away from home. ... more   less 
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Also Known As:
The Santosa Villas Hotel Senggigi
The Santosa Villas And Resort
The Santosa Hotel
Santosa Hotel Mataram
The Santosa Villas & Resort Lombok/Senggigi

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