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“Returning Stay” 4 of 5 stars
Review of Amara Sanctuary Resort Sentosa

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Amara Sanctuary Resort Sentosa
4.5 of 5 Resort   |   1 Larkhill Road, Sentosa Island 099394, Singapore   |  
Hotel amenities
Ranked #12 of 13 Hotels in Sentosa Island
Singapore, Singapore
1 review
“Returning Stay”
4 of 5 stars Reviewed July 2, 2014

The first time we stayed at the resort was in 2009 and we were immediately attracted by the beautiful landscape design. Within a span of 5 years, we have returned to stay for few more times. The landscape is well maintained over the years and in my opinion, it is still the nicest among the accomodation places in Sentosa with extra touches from hornbills and peacocks. During our last stay, l recalled a beautiful sighting of a pair of hornbills on the tree just outside the window.

Our recent stay was at Larkhill Terrace. We enjoyed the convenience of the pool with our little one. Perhaps the management can be more generous with the towels allocation. Having extra set of towels for the poolside rooms certainly helps but please check for badly torn ones. May I also suggest having some sort of replaceable, washable and reusable water-repellent mat be placed over the day bed so that every new guest gets to use it without worrying much about the dirt of the current state.

Our recent stay made us feel that the resort need to perhaps understand the staff's load of work as the staff makes the guest feels that her work is more important and having to reason to get the original request through. Manpower crunch and some cost-cutting measures in place perhaps. We do feel some paling in quality over the years but overall still pleasant. We hope to see improvement in our next stay!

Room Tip: Larkhill Terrace is nice if the peacocks calling at early hours do not matter. There's a chance...
See more room tips
  • Stayed June 2014, traveled with family
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Amara_Mgmt, Amara Sanctuary Team at Amara Sanctuary Resort Sentosa, responded to this review, August 8, 2014
Dear cherrycheery

Thank you very much for your continuous support!

Your continuous support means a lot to us. We have taken good note of all the issues raised, especially your comments on the extra towels. Your comments on the reusable water-repellent mat have also been brought to the attention of the relevant Department Heads for their consideration.

Your observation that the resort has been affected by the manpower cruch was indeed true. There has been certain challenges which inadvertently affected the service delivery standard. We were, however, pleased to have managed to address most of them and seek your support to to persevere with us.

We are grateful for your feedback as it enables us to continually monitor our guest’s requirements and we do hope that we may have the pleasure of welcoming you to Amara Sanctuary Resort Sentosa in the future.

Wishing you and loved ones a fabulous week ahead!


Yours sincerely,
Amara Sanctuary Team
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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    3.5 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    3 of 5 stars
  • Value
    3 of 5 stars
  • Cleanliness
    3.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (105)
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1 review
1 helpful vote 1 helpful vote
3 of 5 stars Reviewed July 1, 2014

I surposedly to be visiting the 2 bedroom villa in coming sep. However seeing quite a no of customer service related complains & conditions of the villa, and about the poor service given by the hotel. Im not sure if i shd continue ahead with my plans or just plan to go to another one instead. Very scared that my plan to relex with my family will be ruin by all the poor service as i would expect some high service quality given the hotel being rated as 5/6 stars.

Stayed July 2014, traveled with family
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Amara_Mgmt, Amara Sanctuary Team at Amara Sanctuary Resort Sentosa, responded to this review, August 8, 2014
Dear Joey W

Thank you for allocating your precious time to highlight your concerns.

We are pleased to inform you that all our Villas are in the midst of undergoing a full refurbishment, targeting to complete in Sept - Oct. This is in line with our commitment to ensure service excellence is prevalently inculcated and product satisfaction exceeded our valued guest's expectations.

Please be assured that we are also currently and progressively embarking on doing preventive maintenance works in other guestrooms and will continue to do so whenever occupancy permits. We seek your kind support to perservere with us.

In the meantime, we look forward to welcome you and regain your confidence in us.


Yours sincerely
Amara Sanctuary Team
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Contributor
13 reviews 13 reviews
8 hotel reviews
Reviews in 10 cities Reviews in 10 cities
7 helpful votes 7 helpful votes
4 of 5 stars Reviewed June 27, 2014 via mobile

Stayed for a night over the weekend.

If you are a light sleeper looking to sleep in, forget it! The pool is just conveniently located at your doorstep, so you get access from your room directly into the pool. But that means you get the splashing sounds of someone doing their morning laps as well. Also, the birds around the area like to congregate in the trees nearby, so you'll get lots of birds chirping in the morning, like natures own alarm clock! I loved those sounds as it's so different from the exhaust and engine sounds you get on the main land.

Rooms are relatively newish (outdoor furniture looks like it's already 3 years old) and comfortable.

Room service takes a while because you're away from the main building.

If choice is available, pick the rooms on the upper level, they are more spacious.

Stayed June 2014, traveled as a couple
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Amara_Mgmt, Amara Sanctuary Team at Amara Sanctuary Resort Sentosa, responded to this review, August 8, 2014
Dear George L

Thank you very much for choosing us as your preferred accommodation.

We are so happy to have you with us and look forward to be of service to you again.

Please come back soon!


Yours sincerely,
Amara Sanctuary Team
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Singapore, Singapore
1 review
10 helpful votes 10 helpful votes
1 of 5 stars Reviewed June 24, 2014

A surprise birthday celebration was held on my birthday recently on 21st Jun, where the villa stay was bought as a part of a gift. As a patron who has been to Amara Sanctuary Resort within this year, this was my 4th time and also going to be my last time patronizing them.

I believe not just myself but many others throw joyous occasions such as hens night celebration, anniversaries, birthdays or even gatherings, etc...

Our villa was handed to us, 2 hours late (which is totally beyond words, and this is coming from a so-called 5-star hotel). And for the record, the front desk staff didn't even bother to check whosoever who signed the forms are actually the one who made and paid for the booking. (Unprofessional)

Villa was badly maintained, bath tub in the outdoor areas looked horrendously dirty to be bathing in, not to mention the grounds. We found a frog swimming in our private pool. Lights were blown at the dining area, TV wasn't functioning at the lounge. Bedroom sliding room couldn't close. And the list goes on... Looking at all the other guests who reviewed with totally disappointed, I supposed I am not the only one who experienced such a thing.

At 7plus pm, a group of staff (managers and a hotel uniformed staff) asked me to tell my guests to leave, as according to them, (their standing order stated so, that all guests should leave by 7pm) and barged on the fact that it had be signed. According to Ms. Caryn Chua, the front desk manager, she said that it is company's new policy. By having to say that, it is the hotel staff's responsibility to make it know to whoever was signing upon check-in. But no, it seemed like they just wanted to cash-in the sales, have the forms signed, made their customer waited, and cause all these unpleasant happenings. So why open a service-industry business for?

To the management, please remember your staff wears your uniform, it reflects the integrity of the company, and how much they value customer service and everything else in terms of attitude and culture which makes them a great customer service provider. The purpose of running a hotel/resort is so that your guests are happy and pleased customers when the leave the place, and hoping that they will choose again the next round.

Sincerely, I have introduced many of my friends around to stay there because I had a pleasant experience the last few times. But this round, what happened? Change of staff? Change of management? I do not know, that it shouldn't be of any excuses either. Paying for the highest value room/villa and get treated this way. I'd rather splurge on somewhere else from now onwards. Just so you know, we had to have our cake cutting session with all my other guests at the lobby instead. And shortly after, I went back to the villa packed everything and left right away since your staff made it very clear by showing no interests in serving your customers.

  • Stayed June 2014, traveled with friends
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 10
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Amara_Mgmt, Amara Sanctuary Team at Amara Sanctuary Resort Sentosa, responded to this review, July 5, 2014
Dear ange_t07,

Without any qualm, we concurred with you that our standard check in time here at the Resort is 3pm. Your graciousness to accept and understand that the villa requires a little more time for our Housekeeping associates to see to, is very much appreciated. As part of the service recovery, despite the villa was booked for only 2 persons, a complimentary lunch for 3 persons were extended to you at our Shutters restaurant. We are glad to learn that you have accepted and dined at the restaurant on the same day. ​The villa was in truth ready for check in at approximately 3.45​pm and this was duly conveyed to your goodself by our Front Desk associate, in which the process was also captured in our CCTV. However, we do understand that lunch at our Shutters restaurant probably took you longer than expected, hence the villa was only checked in (presumably after lunch) at 4.35pm.

Please be assured that we have taken good note of all your comments, specifically on the conditions of the villa. Being in a tropical country with frequent bouts of wind and rainy season, has unfortunately worked against the villa's outdoor facility. In assurance, the resort has scheduled a full refurbishment designed to address the issues raised. As for your comments on the non-functioning lights and TV units, we trust this was a misunderstanding. We are pleased to inform you that an investigation was carried out to discovered that the main switch at the villa entrance was not turned on, leading to the misunderstanding that the lights and TV units had malfunctioned. We are also pleased to learn that the jammed door issue was rectified immediately without further delay. In response to your comments on the villa's air-condition, we have conducted a thorough investigation to understand the cause. According to the investigation, there were over 20 visitors in the villa, partying away with all the doors and windows widely opened. With such a large crowd in a confined open-space villa (due to the opened doors and windows), naturally the air-condition would not be optimal, as compared to an enclosed room. There was also no inclination to suggest that the villa was compromised with lizard and frog (swimming in the pool) as claimed. Our Housekeeping team is readily available to render cleaning service if otherwise. As such, we are not able to authenticate this in view of your graciousness to allow the matter to rest.

As for your comments on the mosquitoes, we thank you for bringing your concerns to our attention. Amara Sanctuary is set in the midst of 3.8 hectares of tropical rainforest and landscaped garden, home to native flora and fauna, like any nature reserve with a high humidity, tends to attract insects. Guests are welcomed to request for mosquito coils from our Housekeeping associates if needed. Every effort is also made to mist the entire resort ground twice weekly to eradicate and prevent mosquito breeding grounds.

​At Amara Sanctuary, we aim to provide a tranquil and peaceful environment for all guests. We have a policy where each villa can only accommodate up to a maximum of 4 guests​. We strongly discourage parties and group gatherings as it is inevitable that a gathering of large groups would create disturbance to other guests. We also have a strict policy against additional visitors (non-resort guests accompanying the registered staying guests) visiting after 7pm. This policy is always prominently displayed in our website, making it transparent to all guests. ​​Our explanation of above was also exponentially conveyed and sanguine efforts by reiterated at point of check in via the a ​Standing Order form, which you have so kindly acknowledged and signed on​. The Resort has
a small quaint function spaces which can be rented for celebration purposes such as wedding, anniversary, birthdays and meetings. ​We encourage guests to book the right space for the respective purposes.

​We also wish to take this opportunity to bring to your attention that outside catered food and unauthorized fixture/decorations were found in the villa. ​As per the duly signed Standing Order, we trust you would agree that this was a clear violation to our policy. ​Your violation had caused the
Resort to suffer a loss of revenue as the restoration period was extended due to the extensive cleaning work required to remove the unauthorized fixture/decorations. ​

It is with regret that we must inform you that the loud noises emitted from your villa had caused much distress and disturbance to our other guests. There were indeed ​many complaints lodged against your​ villa ​by other guests​, demanding the Management ​to stand firm on our policy. The resort has promised to deliver them tranquility; hence we are not able to be biased in this matter nor are we authorized to allow any guests from violating the resort's policy. Concerns and efforts of our security team by way of personal visit to inform your goodself and visitors were however met with aggressive opposition and hostility, albeit the goodwill gestures to extend the visiting hours to 8.30pm with suggestion to continue the revelry by adjourning to our Tier Bar. The Resort does not condone unruly behaviors from guests/visitors which would cause further disturbance to other guests, hence authority was called in to assist. We do operate a small property that caters to couples and individuals that enjoy our serene, private and tranquil surroundings, hence we have to protect the overall comfort of our guests.

For the service issue you encountered, you have our assurances that the Management ​has investigated the matter thoroughly to affirm that the departments and individuals involved have performed their duties and provided you and visitors with the necessary information and alternatives. We have always persisted in seeding the ground for all our associates to constantly uphold an impeccable level of professionalism when dealing with our valued guests and all actions taken were exponentially performed in accordance to our Standard Operating Procedures. Your understanding in this matter is greatly appreciated​.

The Resort reserves the rights to enforce the Standing Order in which guests are solely liable for any damages/loss of revenue caused. In this, we are pleased to have reviewed the case intensively and decided, without prejudice, to exercise empathy in waiving off any amount stemmed from the damages/loss of revenue caused.

In closing, may we thank you, once again, for taking the time to bring your concerns to our attention. we remain at your disposal should you have other query or require further assistance.


Respectfully yours,
On behalf of Amara Sanctuary Resort Sentosa
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Senior Reviewer
7 reviews 7 reviews
7 hotel reviews
Reviews in 7 cities Reviews in 7 cities
8 helpful votes 8 helpful votes
3 of 5 stars Reviewed June 23, 2014

I had a chance to checked in this hotel because of company team building activities. Initially I thought this was a very good hotel, but the room is quite old, bathtub is not function properly, overall i can see that this hotel is not maintained for ages. For such prices, I would rather pay more to stay better hotels in Sentosa.

However, the hotel overall is OK. Quite a relaxing place, good for family and friends, where you can stay out from the city. If you are lucky you might be able to see a family of peacock wandering around. The buffet is quite nice too!

To be frank, I would not pay to stay in this hotel unless it offers at promotion price or it's free! Why not? :D

  • Stayed May 2014, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Amara_Mgmt, Marketing & Communications Team at Amara Sanctuary Resort Sentosa, responded to this review, June 27, 2014
Dear chloecms

Thank you very much for your invaluable feedback.

We have taken good note of all the issues raised, specifically with regard to the resort's upkeep. Amara Sanctuary is especially designed with a rustic outdoor theme and is built on a site of a former British military barrack in 1930s during the World War II, famed for our sensitively restored colonial architecture. At Amara Sanctuary, guests are able to find many reminders of Singapore's richly layered past including the preserved air-raid shelters. However, we do acknowledge that the rustic outdoor design with old-world elements can be a very subjective matter of taste. In this particular case, we regret that we are not up to your expectations.

Amidst all, we are delighted you have enjoyed the stay with us. We understand you are interested in our promotions and we are happy to inform you that the resort is having one fabulous spa staycation promotion with over 40% discount. Guest only need to pay $388++ and get to enjoy a 1 night stay, 90mins spa treatment (include 60mins Swedish massage and 30mins steambath) and buffet breakfast - all these for two persons.

In closing, we woud like to extend our sincere appreications for your feedback, once again, and we look forward to welcoming you back here soon.


Sincerely yours,

Marketing Communications Team
On behalf of Amara Sanctuary Resort Sentosa
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Singapore, Singapore
Contributor
11 reviews 11 reviews
8 hotel reviews
Reviews in 8 cities Reviews in 8 cities
4 helpful votes 4 helpful votes
3 of 5 stars Reviewed June 17, 2014 via mobile

My second time here.
Location:
+Walking distance to Tanjong Beach
- but quite a hassle to walk to from mainland.
+Unless u take the shuttle from vivo busstop.
Facilities:
Great place to vegetate on vacation, at the price ure paying might as well just stay indoors and enjoy the facilities.
+Great rooftop pool with a nice view, reallllly hot at noon though.
+Nice gym, with fancy new equipment.
+there's a garden.. And a restaurant
Ambience:
++the reception has a welcome station with free drinks and old school kacang puteh nuts.. That's wonderful!
+I think it's couple friendly
Staff:
+Staff great n helpful, one even loaned us his umbrella on a wet day when we walked in during a rainy day.
Room:
-for the price we paid, we found a the room a tad dated and old.. I think the bathroom will probably last another few years before it requires a serious makeover.
+room was spacious!
Tips:
Ask for higher floors because our ground floor has a balcony.. And let's say u should keep ur shades drawn!

  • Stayed December 2013
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Rooms
    • 4 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.
Amara_Mgmt, Marketing & Communications Team at Amara Sanctuary Resort Sentosa, responded to this review, June 27, 2014
Dear retroquix

Thank you for choosing Amara Sanctuary Resort Sentosa as your preferred accommodation.

We are delighted to learn that you appreciate our strategic location. At Amara Sanctuary, we are pleased to offer you a series of resort activities and amenities to make the most out of your stay.

It has been a real pleasure to be of service to you and we sincerely look forward to welcome you and your loved one back in the near future.


Sincerely yours,

Marketing Communications Team
On behalf of Amara Sanctuary Resort Sentosa
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Sydney
Senior Reviewer
8 reviews 8 reviews
8 hotel reviews
Reviews in 6 cities Reviews in 6 cities
10 helpful votes 10 helpful votes
5 of 5 stars Reviewed June 16, 2014

The Amara Santosa was a terrific experience. The service was outstanding, with friendly and helpful staff. The lobby is attractive and welcoming, with reception and concierge easily accessible. The room I stayed in was huge and had a colonial feel, beautifully decorated and immaculately clean. The shuttle bus was convenient and reliable. I will be back.

  • Stayed May 2014, traveled solo
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 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.
Amara_Mgmt, Marketing & Communications Team at Amara Sanctuary Resort Sentosa, responded to this review, June 27, 2014
Dear GNW1961

After an incredibly hectic day, it was a true joy to receive your review commending us. Thank you very much for your generous and kind comments!

Your review motivates us and we will continue to be committed to providing you and all of our customers with the highest standards of service.

In closing, thank you, once again, for taking the time to write to us. We sincerely appreciate your thoughtfulness and are grateful for your support.

Please come back soon; we’d love to see you again!


Sincerely yours,

Marketing Communications Team
On behalf of Amara Sanctuary Resort Sentosa
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Amara Sanctuary Resort Sentosa

Address: 1 Larkhill Road, Sentosa Island 099394, Singapore
Location: Singapore > Sentosa Island
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#4 Top resorts Hotel in Sentosa Island
#8 Spa Hotel in Sentosa Island
#9 Luxury Hotel in Sentosa Island
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — Amara Sanctuary Resort Sentosa 4.5*
Number of rooms: 140
Official Description (provided by the hotel):
Amara Sanctuary Resort Sentosa is a 140-room boutique resort in Singapore nested within 3.8 hectares of secluded tropical gardens on the hillside of Sentosa’s popular Palawan Beach.A ten minute drive from the Central Business District on mainland Singapore, it is easily accessible for both business and leisure travellers.Winner of Singapore Tatler The Best of Singapore Awards 2010 to 2013 - Best Resort.Winner of Singapore Service Class Award 2012.Winner of AsiaOne People's Choice Awards 2009 - Best Resort.Winner of URA Architectural Heritage Awards 2007 - Category A. ... more   less 
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Also Known As:
Amara Sanctuary Resort Sentosa Hotel Sentosa Island
Amara Sanctuary Sentosa Island
Amara Sanctuary Hotel Sentosa Island

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