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“Great weekend place”

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Bintan Lagoon Resort
Ranked #6 of 8 Hotels in Lagoi
Reviewed May 31, 2010

We visited Bintan Lagoon Resort over Vesak weekend 2010. The place is big and when we were there is was fully booked. However, it didn't feel crowded at all. Plenty of room at the restaurants, at the pools and enough available slots for activities.

This place has almost everything you can wish for. plenty of activities, good pools, good choice of restaurants, good rooms and generally friendly staff. We could have wished for a better kids' club with activities for kids older than 8 years. The club is for 4-8 year olds and it's quite kiddy-ish. as far as we could find out there wasn't any possibility of snorkelling - water activities were more of the jet-ski, banana-boat type. If you're into golf this place is probably quite fantastic, but we haven't tried it.

Bintan in itself seems to have little to offer, so much more than a weekend wouldn't have worked for us.

  • Stayed: May 2010, traveled with family
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Thank Ellehave
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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2,255 - 2,261 of 2,699 reviews

Reviewed May 30, 2010

Bintan Lagoon Resort simply doesn't welcome singletons! My ferry arrived Bintan @ around 12pm. Ok, i know its way too early to check in (check in time was 3pm) but seems that most of the couples and families got their rooms. To kill time, i went for a massage and it cost S$144!, not exactly cheap since its not a 5* spa/ hotel. After my massage which was about 90mins later (front desk told me to check for my room availability an hr or 2 later) , my room was not yet readied..so i went & got my lunch. At exactly 3pm, i was told again, my room was not ready & boy! was i pissed!! I told the front desk; is this how they treat singletons as by this time the ferry has already brought in the 3rd trip of the day travelers and all gotten their rooms! Finally a senior ( i think so) front desk officer gave me a room reluctantly (hello! i paid for the room too ok and @ a higher price since its a single room). Let me tell you, initially, the room was ok until i on the tv, the remote nor the buttons on the tv works!! plus i paid S$15 for 24hrs internet access, half of the time, i was logging in & out as the signal was so low!! i called the frontdesk and told me that out of 80rooms, i'm the only one who has this problem and said that its my laptop problem!! I wanted to scream & told them my laptop was doing fine in Bangkok which is more than 2hrs away from S'pore and Bintan is only 45mins away!! What a lame excuse!! Am really pissed with Bintan lagoon resort service and attitude..the staff there are not helpful nor attentive @ all!! Why do i want to pay so much to get such crap service & attitude!! The only good thing is the beach, the rest just sucks! Learn from your Bali counterparts!! They are helpful, attentive and always with a smile!!

  • Stayed: May 2010, traveled solo
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4  Thank Roxysilver
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RaeTang, Public Relations Manager at Bintan Lagoon Resort, responded to this reviewResponded June 9, 2010

Dear Valued Guest,

Thank you for your feedback.

We would like to clarify that the resort in no way will discriminate against singles. The check-in was done on a first come, first serve basis and due to high occupancy the night before, we were unable to have the rooms ready on time. We seek your kind understanding on this matter.

We are sorry that you had to experience a stay in a room with faulty television and we apologise for this oversight. As for your problem with our internet connection, it could be better handled and this has been reinforced to our staff.

This is definitely not the level of service we expect from the staff of Bintan Lagoon Resort and we are thankful that you have given us the opportunity to reflect on our shortfalls.

Regards,

Rae Tang | Marketing Communications Manager
for Bintan Lagoon Resort
managed by 3 Degrees Hospitality

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 29, 2010

Booked for our wedding anniversary 3 D/2N. Wanted to book spa package but treatment is only for one person. So is their romantic dinner package which includes dinner but only one glass of wine/champagne. Decided against the private dinner as my husband and I just wanted to relax and not have to dress up for dinner.

Finally decided on the Suite Package which included the Floral Suite and also dinner for two at their coffee house.

Lucky for us we requested for early check-in and since we booked a suite I suppose we were given the privilege to check-in when we arrived at 12 noon. Cant be said about the late check-out though. We were only allowed till 1 pm and had to hang around till our ferry departed at 4.35 pm. That was no big deal as we had a nice lunch overlooking the golf course in Haskell's Cafe. Nice view.

Overall we felt that it was not really value for money.

Checking-in : OK but we could see that their front office staff were not very well trained. Slow and also unsure.

Room : Our suite was great. Huge with nice private balcony with sea view. Walk-in closet, huge bathroom with jacuzzi. Bed must either be very comfortable or we were both too tired (we both had been very busy and stressed with work) that we slept extremely well on the 2 nights we were there.

The only complaint we would have about the room would be the shower. The shower head could not be adjusted properly.

Oh and why is it called Floral Suite when there was only one pot of orchid n also a pot of fern there? There were plenty of empty vases.

Food : Lots of varieties at breakfast but food was really mediocre. Same with the dinner. It was Middle Eastern night and they did try to emulate that but somehow the food quality falls extremely short of reaching even the minimum standards. Luckily it was a free dinner for us otherwise we would have felt short changed by the SGD 38++ per person price.

Food at the restaurant which replaced Nelayan was OK. Not much varieties but at least presentation was good.

There were no proper directions to this restaurant. We just followed our gut instinct after directions from the front office staff.

Also their videos showing the resort in the rooms and also front counter still had Nelayan as one of their restaurants. That needs to be updated.

Service : Really lacking. Everybody really looked unfriendly and also unsure. There were no friendly greetings when you pass any staff anywhere in the hotel.

We just could not put our finger on anything. Everything seems perfect but there is just this feeling of not being welcomed here. We are here, we stay, we eat and off we go back to where we came from.

Also, despite many correspondences prior to our booking, we informed the reservation staff that we were there for our wedding anniversary. There were no welcome fruits basket or flowers or any note waiting in our room when we checked in. And none arrived during our 3 days. At least a stay in any suite in any hotel worldwide would get you a minimum of a few fruits disguised as a welcome fruit platter.

Karaoke : Extremely pathetic. Nobody was even there when we went there. Staff were half asleep and seemed very " shocked" to see customers walking in. Choice of songs were really out-of-date. Sound system is awfully bad. And the charge for all this? SGD 60 for one hour excluding drinks. You could have got 3 hours plus 2 drinks for that amount of money in Singapore.

Gym : Quite a few equipment but not very properly maintained. Imagine doing an arm exercise and have the sound of a bell ringing each time you push up and down. Really really funny. Luckily it was only my husband and I at the gym.

It was the first time my husband visited Bintan Resorts. He was pretty dissapointed. Pasar Oleh-Oleh was pretty dead. Nothing interesting to see or do there. If you are not a sea person or golfer, you will have practically nothing worth doing there.

We were really wondering why everything there is in Singapore Dollars. It was only when we returned to Singapore that we found out that it is owned by a subsidiary of DBS.

Perhaps DBS its time for you to wake everybody up and put some life back in your hotel.

  • Stayed: May 2010, traveled as a couple
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1  Thank Peach_rs
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RaeTang, Public Relations Manager at Bintan Lagoon Resort, responded to this reviewResponded June 1, 2010

Dear Valued Guest,

We are sorry to hear that your stay with us had fallen short of your expectations.

As Singapore is the main access point to Bintan, most of the island's products and offerings are converted to Singapore dollars for guests' convenience. Payment by Indonesia rupiah is possible on the island, and we would also like to take the opportunity to clarify that Bintan Lagoon Resort is not owned by DBS.

To make excuses for the shortfalls you have experienced in our resort would be unpardonable and this is definitely not the standard we expect for Bintan Lagoon Resort. We have noted on the points you highlighted for review with our team and hope that you will give us the chance to improve your impression of us in the future.

Regards,

Rae Tang | Marketing Communications Manager
for Bintan Lagoon Resort
managed by 3 Degrees Hospitality

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 27, 2010

We took the ferry from Singapore for a two days get away; with beach, sun and just relaxing. The hotel is quite big, but overall nice. The bath rooms are not four star standard. The staff is very friendly and helpful. Our room was ready already at 10:00am when we arrived from the boat. Nothing to complain here :)

We ate at the beach restaurant and at the Japanese restaurant, both very good, but in my opinion quite expensive (for being Indonesia). The golf course is nice and there are a lot of "extra entertainment" for children, e.g. rooms with Playstation, Xbox, pingpong, snooker etc etc. The pool area is big and the pool bar was great. The beach is also nice and clean.

  • Stayed: April 2010, traveled as a couple
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Thank Helsinki-Mic
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 27, 2010

Spent a 2D1N trip at this hotel with the girlfriend. Stayed at the Deluxe Garden Room. Best points: service and rooms. Worst points: Business model and value for money.

Rooms: Well furnished, reasonably spacious with a personal balcony. Be sure to request for a double bed when making a reservation (with your agency) as they have many twin beds as well.

Leisure facilities: It was pretty difficult to navigate around the area as there are no clear signs to the "Water sports" area or "leisure area". Worse, I found the business model a tad weird and not value for money at all. Most of the items were pretty pricey. S$50 for a 15min ride on a jetski is on the high side, considering that they were so under utilized (maybe it was because we went when it was a non-peak season).

Food: We had dinner at the seaside restaurant, very nice ambiance, food was pretty delicious and portions were huge. Prices were similar to a restaurant in Singapore, with mains going for S$25-40.

Service: Service personnel was relatively excellent, where even the room service cleaners would greet you. Still as we wanted a late check out, they only gave us till 1pm which we found really very weird, as while there were an abundance of rooms and we hardly even saw other guests. To illustrate, we would walk pass an estimated 50 rooms before reaching ours, and we would not even see another guest.

  • Stayed: May 2010, traveled as a couple
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1  Thank Scizorsim
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RaeTang, Public Relations Manager at Bintan Lagoon Resort, responded to this reviewResponded May 31, 2010

Dear Valued Guest,

Thank you for your review of Bintan Lagoon Resort.

We are glad that you have enjoyed your stay with us and we do agree that the signages can be improved. It is something we are working on right now.

To offer value for our more active guests, we do have a series of activities passport which offers activities bundled up at a more attractive price for our guests.

As for our check-out practice, it is in line with industry practice since we need to prepare the rooms for guests who are checking in at 3pm. We seek your understanding in this matter.

Regards,

Rae Tang | Marketing Communications Manager
for Bintan Lagoon Resort
managed by 3 Degrees Hospitality

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 18, 2010

I just wanted a very quick get away from Singapore for a few days of R&R - my 2 children were very happy with the idea of going there on a boat. We got there at 12.20pm - if you want to go my advice is to take the later ferry as there is nothing to do there whilst waiting to check in which could only happen at 3pm. Similarly on your return take the midday ferry so late check out can only be extended to 1pm.

The room was neat and the people were all very friendly but it seems that they are programmed to follow process blindly without a thought on customer service. Everything at this resort is aimed at maximizing the amount you spend– nothing is cheap and after the first day you get tired of having to pay so much for everything you do. A simple suggestion for them would be to have a few more budget conscious items on the menu or activities – by overcharging for everything you end up not doing as much as you would have. This basic point is perfectly illustrated with room service– all my daughter wanted was a bowl of French fries but instead I had to order a $19 plate of really poor quality fish and chips as there is no way they would allow you to just get the chips. Diversifying a menu is a great way of getting customers to spend more – charging top prices for everything means you get only a few transactions. It would be so easy to maximize transaction values at the resort by being more strategic with pricing and indeed bundling.

So instead of always eating at the resort we ended up paying $22 one way to the restaurants around Pasar Oleh Oleh most of whom are happy to send you back for free. You see Bintan is still Indonesia so you can find okay value – you just need to look outside the resort. We did manage to eat the restaurant near the beach however the prawns tasted unfresh and the kids hamburger was too spicy for my daughter to eat… the chef was apologetic in taking back the prawns and a near by stray cat enjoyed the burger immensely.

All in All my kids loved being there – they got to go on rides, in buggies, and swim lots so my only positives are based around this. As for my wife and I – the bed was comfortable, the hot tub lovely and the duty free from Singapore took off the edge. The problem is that if I had simply stayed in Singapore I would have been able to get a deluxe room in Sentosa, day passes to see events and enjoy universal studios, there are nearby supermarkets and food courts that are affordable and very nice. The trip to Bintan also costs you Visa on Arrival fees which are now $25USD per person regardless of whether it’s a one day golf trip or a 30 day tour; it’s as expensive as staying in Singapore however you don’t get close to the service standard of Singapore. I find like so much of Indonesia it is focused purely on extracting as much money from you as possible is the fastest time with zero regard for future business.

So thanks for the friendless of the locals but the business model is not one conducive to garnering my return or indeed recommendation. If however you do find yourself there – go for the Mangroves tour it made the whole thing worth while.

  • Stayed: May 2010, traveled with family
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Thank aussieindofamily
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RaeTang, Public Relations Manager at Bintan Lagoon Resort, responded to this reviewResponded May 31, 2010

Dear Valued Guest,

Thank you for your review and for pointing out the various ways we could improve.

We are in the midst of revising our menus and will keep your recommendations in mind. Your feedback on Visa on arrivals will be forwarded to Bintan Resorts International to be taken note of.

We certainly hope to have you and your family back at our resort again in future.

Regards,
Rae Tang | Marketing Communications Manager
for Bintan Lagoon Resort
managed by 3 Degrees Hospitality

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 17, 2010

very nice. clean big and most beautiful room
the food was great, overall i would really come back here, especially after bad experience else where.
got really interested to go into the city. the hotel charges a lot but we found a guy who was only charging $80 for six hours. he is so kind and was really accommodating. even when when my son vomited in his car, he never once complained and did all he could to help us. his car accommodates up to 7, and is very clean and comfortable. it was a toyota. i strongly recommend his services. his name is Alim: +628192201044, +6281270993904.

  • Stayed: April 2010, traveled on business
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Thank nutsquash
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Bintan Lagoon Resort

Address: Jl. Indera Segara site A12, Lagoi, Bintan Regency, Riau Islands Province 29155, Indonesia
Phone Number:
Location: Indonesia > Riau Islands Province > Riau Archipelago > Bintan Regency > Bintan Island > Lagoi
Amenities:
Bar / Lounge Beach Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#5 Spa Hotel in Lagoi
#6 Luxury Hotel in Lagoi
#6 On the Beach Hotel in Lagoi
Price Range: $83 - $217 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Bintan Lagoon Resort 4.5*
Number of rooms: 470
Official Description (provided by the hotel):
Bintan Lagoon Resort an Indonesian style resort with 470 rooms, villas and suites. A tropical paradise, only 75 minutes by our own private high speed ferry from Singapore direct to the resort. The resort has its own immigration terminal and fast track service. Sitting on the magnificent Pasir Panjang Beach, overlooking the South China Sea the 1.5Km beach is tranquil and unspoilt. Bintan Lagoon Resort is a tropical haven with over 300 hectares (766 acres)and includes 2 stunning championship golf course designed by Jack Nicholas, and Ian Baker Finch. The resort provides excellent meeting, incentive and team building facilities catering to groups from 10 to 1,000 people. Whether it is a family holiday, weekend break, romantic spa indulged getaway, a golfing break, or a company event in Paradise we are waiting to assist you. ... more   less 
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Also Known As:
Bintan Lagoon Hotel Lagoi
Bintan Lagoon Resort Bintan Island/Lagoi

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