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“Really lovely stay......” 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 #19 of 23 Hotels in Senggigi
Senior Reviewer
10 reviews 10 reviews
6 hotel reviews
Reviews in 6 cities Reviews in 6 cities
5 helpful votes 5 helpful votes
“Really lovely stay......”
4 of 5 stars Reviewed February 13, 2014 via mobile

Really lovely resort & Lombok is a really great part of Indonesia.
Very different to Bali, cleaner, less commercialised and less pestering on resorts and beaches etc.
Santosa is a good hour drive from Lombok Airport, be prepared for a hair raising journey by local taxi. :-)
Santosa has lovely large grounds with massive swimming pool.
The staff here are fantastic, really do go the extra mile for their guests. Particularly Arthur who works the pool bar, he has worked here for 10 years and still is smiling every day. A real credit to the hotel.
The rooms are basic but substantial with good air conditioning and spacious bathrooms & balcony.
Breakfast is delicious and has a wide range of buffet choices to suit all tastes & cultures.
Highly recommend this resort for families or couples looking for relaxing break.

  • Stayed February 2014
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
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292 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
Traveler tips help you choose the right room.   Room tips (46)
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Tokyo, Japan
Senior Contributor
25 reviews 25 reviews
13 hotel reviews
Reviews in 9 cities Reviews in 9 cities
18 helpful votes 18 helpful votes
2 of 5 stars Reviewed February 5, 2014 via mobile

Went to the Santosa in between Xmas and New Years so we were paying well over the regular price. What I didn't expect was moldy ceilings, food that made me ill for 2 days (the lamb kebabs!) plus other non-eatable food items including lobsters that were too young to be served, breakfast mobs with people waiting 30 minutes to get eggs, etc. etc.. A good pool was not the saving grace.

Stayed December 2013
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Perth, Western Australia, Australia
Contributor
12 reviews 12 reviews
3 hotel reviews
Reviews in 5 cities Reviews in 5 cities
6 helpful votes 6 helpful votes
3 of 5 stars Reviewed February 3, 2014

The room we booked was a superior and was upgraded to a Deluxe on arrival - fantasic :) . The room itself was very nice, not deluxe by any means but large, clean and relaxing. I was a little dubious after reading other reviews but to be honest the room was very good. If i wanted to be critical i could repeat others comments (broken blinds, non flat tv, a spot of mould if i looked really hard, aircon stopped once, a few tiles missing in the pool) but to be honest did this affect my stay - NO.

The staff are always fantastic esp Arthur at the Sunken Lounge. The breakfast is very good as is the food and drinks available form the restuarants.

The grounds are impressive as is the pool, which is huge and overlooks the beach. The beach has the locals fishing boats as a back drop after the mornings fishing, which i found very cutural and added to the holiday atmosphere.

Being January we did have rain every afternoon and also could not visit the Gili's as the habour master wouldnt let any boats travel to the islands. Very quite compared to Bali which i enjoyed.

Only real complaint is the poor wifi coverage that regularlly drops out, this should be easily fixed by installing a few wifi extenders around the grounds and tweeking the settings.

Room Tip: Deluxe was good value, spacious.
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  • Stayed January 2014, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
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1 review
2 helpful votes 2 helpful votes
2 of 5 stars Reviewed January 28, 2014

We arrived on 23 January 2014 and was immediately impressed by the beautiful compound, swimming pools, well appointed garden and the modern reception manned by polite staff. After checking in we were taken to room 1218.... And that was when our initial impression start to diminish. The room was rather old and in need of some general repairs. It was musky and the air conditioning leaked and dripped on the floor. We were only given 2 towels and I wasnt sure if they were fresh towels as they seem damp and had noticeable smell. We noticed this even after each day change of the towels.
The general location of the hotel is excellent with well appointed beautiful compound and facilities however the room and room service were major let down.

Stayed January 2014, traveled as a couple
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dublin, Ireland
Senior Reviewer
7 reviews 7 reviews
5 hotel reviews
Reviews in 4 cities Reviews in 4 cities
6 helpful votes 6 helpful votes
4 of 5 stars Reviewed January 22, 2014

Like a lot people we landed in Lombok and went straight to the Gilis, passing through Lombok it looked a bit grim. We had planned on spending a week on Lombok but decided only to spend the last night instead. As soon as we arrived at the Santosa we realised that we had made a mistake on spending so much time on Gili T. The hotel was very well presented, a welcoming lobby, well planted grounds, nice big pool and our room was one of the nicest I have stayed in in a long while. The menu in the restaurant read very well and we were not disappointed, the scallops being particularly good. Service, which can be quite poor in Indonesia was impeccable, our waiter Sanusi was great if only more restaurant staff were like him. All in all had a great experience and would highly recommend a stay here.

  • Stayed January 2014, traveled as a couple
    • 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
    • 5 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.
Perth, Australia
Reviewer
4 reviews 4 reviews
Reviews in 3 cities Reviews in 3 cities
7 helpful votes 7 helpful votes
3 of 5 stars Reviewed January 11, 2014 via mobile

The Santosa has the potential to be 5 star but there are some areas of the resort that let it down.

As it was our first time to Lombok and Indonesia we went with an open mind. The hour drive to Senggigi was an eye opener for us but as we arrived to the Santosa we were both pleasantly surprised by how well maintained the grounds were kept and the theme of the resort compared to the overall appearance of Lombok during the drive. At this stage we weren't disgusted with what we had seen during the drive but more amazed it's another world once you drive through the Santosa gates.

Located right on the beach front with a distant view of Bali on the horizon was a good start for us and the vibrant staff were always at our service from the moment we sat down for that first drink by the pool after dumping our bags. The dozens of local sail boats on the shore and handful of street sellers at the resort wall wasn't off putting at all and just added to the local experience.

We booked a deluxe room with private pool and the area of which these rooms are located is fantastic and well presented. The room was very tidy but showed signs of needing a good overhaul. Each morning the room was cleaned and tidied for us returning.

A fresh coat of paint and general repairs would go a long way for these rooms as I'm assuming they would all be in similar condition. The outside pool area decking needs some basic repairs but other than that we were happy with our choice of booking. We had a few outside lighting issues but this was resolved with a visit to reception. Not that we watched the TV much, it did start playing up on the last day we were there and the air-con was stuck on 26 for a day which made the room feel as humid as outdoors.

The booking included morning buffet breakfast which could do with being revised to cater for the "western" world visitors. It will soon catch on though. Rice, noodles and beef bacon aren't our idea of a normal breakfast but the beef sausages, omelette, fruit and pastries didn't go to waste each morning. 8/10.

We had dinner at the resort hotel on one night of the 5 we were there and the food was great. The menu selection is quite basic but there are some very good places to eat located around the Santosa. 7/10.

The pool area is very tidy and the staff are always cleaning for your benefit. There were a few tiles falling off in the pool but you have to expect that from a tiled pool. They were quick to remove them.

If you can't go an hour without being on Facebook or Instagram then you will be disappointed by the poor WiFi service offered to the guests. It worked at times but was very hard to pick up a signal. We mainly needed it to check emails but we found reception to be at its best around the reception area. I didn't go on holiday to post status updates though. Whether this is an ongoing issue I don't know.

Overall our experience was very pleasant and we would probably return to the Santosa again after trying a few other resorts first.

My opinion is that we all know where we are going, it's an under developed island and it's cheap for the majority to stay at these places. If you can afford to stay in that more expensive room then do so, don't book budget to run with the "it's cheap" theme everyone used to go with in regards to Bali and now Lombok more so.

Stayed December 2013, traveled as a couple
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Perth, Australia
1 review
2 helpful votes 2 helpful votes
2 of 5 stars Reviewed January 9, 2014

We chose Santosa Villas and Resort from Hotel Club online because the 5 star Sheraton next door was booked out. The lovely online pics, commentary, location etc made us think the 4 star rated Santosa was the next best option.

We have stayed in many asian countries from 5 star to thatched huts, city, village, jungle to beach. We like to get out into the villages and experience the local way of life from food to accomodation, so we do not demand glitz and glamour nor expect it. This was our first trip to Lombok and we love the place but our holiday dissapointingly was let down by the accomodation and experiences we had at Santosa.
We were after a nice clean modern room for this trip of 10 days to relax over the Xmas new year period, and thought that is what we had booked.

Apon entering the lovely tropical garden via cobbled entry road, with sensational water features, we were greeted and taken to a very nice reception building overlooking beautiful water ponds, gardens, lounge etc with views over an awesome pool to the beach.
Staff were smiling friendly and accomodating, we were then escorted to our room 1411. We were ushered along a path past more beautiful gardens and day spa to the view of what looked like a derelict 3 story building hidden from view !!
We both looked at each other in dismay and asked the porter if that is where our room was located, he smiled nodded profusely and said yes we go there. Did not look good at this stage.
I can only describe this buiding as a disgrace from the time you enter, unkept, dirty, broken tiles etc, we entered the lift ,the carpet was badly stained, disgusting and stunk.(both were the same) We were taken to our room on the top level, it was a good size and would have been nice 20 years ago. The timber floors were filthy, swollen, maybe rotten in places, old furniture was all scratched up with knobs and handles missing, TV was a small old style, out of the dark ages, we were then told the phone system did not work so if we required service would have to walk back to reception. Bar fridge had room for about 4 bottles of water, The balcony was terrible and looked derelict, dirty, mouldy stains over the walls and floors and simply not welcoming at all to use. The bathroom !! OMG. The ceiling was water damaged, peeling and swollen, toilet leaked water and the floor tiles drain etc stained yellow and scummy from it, bath had a permanent yellow/orange stain from top to bottom, wall tiles were white/shiny and clean at ceiling height and covered in yellow scum, soap and body fats below. All chrome fittings and glass screen were covered in yellow scum and not clean. These are the worst cleaning standards ever encountered....we can accept old and out of date furnishings, decor, design etc.....but no excuse what so ever for not keeping it clean. (this place is 4 star rated !)

We sat and pondered for a while and then went back to reception and advised we were not happy with the standard of room, was anything else available? we were happy to pay more for a higher standard room or villa. Unfortunately we were advised nothing was available for our period of stay. We went to the restaurant by the pool had lunch which was nice had a swim and drink and decided we would have to make the most of it. The contrast is beyond belief 5 star pool and surrounds, restaurant areas etc.....1 star rooms!!

Basically we only used our room to sleep in as it was just awful to be in.

One morning we returned after the room was made up but had no towels.....I went to the staff outside another room where they were cleaning and explained this......he was friendly and eager to assist. To my horror he folded two used towels just taken from another room and handed them to me. I politely told him that we required clean towels, after a while he understood and some were sent 30 mins later. In addition every night when returning from dinner we would watch rats running around the downstairs foyer area adjoining rooms.

The last straw was the day before leaving, again we returned to the room after bed linen had been changed, we both layed on the bed before showering to go out, my partner pulled the cover up then screemed and jumped out of bed....the inside of the cover had what looked like dried faeces on it ! We went to reception and calmly eplained the situation and requested it all be replaced whilst we go out. We stripped the bed and pillows and left them on the floor. When we returned 2.5 hrs later it had not been actioned. We bundled up the sheet and took it to reception (remember..no phones working ) we asked to speak with the manager who attended to us a short time later. We spoke politely with him away from the service dek and advised we were not happy with this situation, he handled it well and kept the sheet to discuss with his staff. He then advised he would like to move us to a better room for our last night, of course we agreed to this.
We were moved to a private villa room with its own pool ,inside/outside bathroom, spa bath large plasma tv etc. It was very nice and clean and we both really enjoyed the few hours we had there. Maintenance issues were still evident, it was all of the same era as the previous room but the contrast in higher cleaning standard was obvious as soon as we walked in......why ??

As with all asian resorts we found the staff very friendly and helpful, but reactive not pro active. Breakfast each day was nice, fresh and a good selection was on offer.
It is evident that training is required so staff know what to do,and understand minimum standards required. House cleaning staff desperately need to be trained properly so they understand how to perform their job to acceptable standards, they need the right tools for the job and proper cleaning chemicals etc as none were evident on their trollies when we looked.

We took time to visit other resorts in the area, inspected rooms and found some beautiful places that were of a much higher standard than our room at Santosa,some only 3 star but most 4 star of similar price.
It is a real shame because the location and general facilities are very nice but we would not stay here again unless the rooms and building was totally renovated and kept to a high standard of cleanliness. I have read responses from Santosa management to simmilar critisim, their response seems defensive and they commented that the rooms are due to be renovated in the near future. That is great but advise people NOW as to the condition of these rooms so they can make a judgement call prior to booking or do not make them available.

We would like to know who issues the star rating.....and how it is rated. People booking online use this rating all over the world to assess a percieved level of quality and standard. Other guests we spoke to visiting from different places in the world had the same opinion as us about their rooms and the rating at Santosa. Our pics below show a true indication of the standrds here.

We have checked the Santosa web page, Hotel Club, Booking.com and other online sites and they all rate Santosa as a 4 star resort........Santosa Staff at reception told us it was infact 5 star when we questioned them !!
There is no warning or mention that the rooms are not up to 4 star standard and due for renovation on any webpage.
This is extremely missleading and that is the basis of our complaint.

Room Tip: Do not stay in any room housed in the terrace buiding. The Villas or private cottages are probably u...
See more room tips
  • Stayed December 2013, traveled as a couple
    • 1 of 5 stars Value
    • 5 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.
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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 Children Activities ( Kid / Family Friendly ) Spa
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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