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“Terrible service, awfull hotel”

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The Santosa Villas & Resort
Ranked #22 of 29 Hotels in Senggigi
Reviewed December 23, 2013

We got here on 23 dec. booked this place 2 weeks prior the visit with clear instructions of coming with child. Fully suprised for location. The territory is really looms huge but...
1. Sea beach is dirty. Extremely dirty. Sigarets, left over foods, paper, disposals, trash and other not so good looking materials are on the sand. Sand is black. Lots of locals annoying offering their massage, foods, travels services, pearls sales and etc.
2. Rooms are old, barely innovated in 90s. Since then i dont see any chnges could possibly be made.
3. Furniture is trashy, scuicky and partially broken. Teared down mattresses on beds. Insects in the corners.
4. Dirty pool areas.
Broken or waved wooden floors. Lights somwhere not working. Door locks is barely operating and takes for few times to slide the key to get the door open. Imagine you have child locked up!!!
5. Personnel is friendly as almost everywhere in Asia, but regardless their smile and polite talking, they don't care a dime of your needs or concerns.
6. Room phones are not working.
7. Wi-Fi accessable but internet connection is not or very poor. Imagine my Telkomsel 3G card works faster then their entire internet system.
8. Careless personnel only has excuses.... Typical to Indonesia Sorry Mister or Sorry sorry sorry Pak. That is it. Believe you have somethink to request? Do it your self.
9. Advertised on their website for child playgrounds and baby cribs availability is holy lie. None available. It took me 3 hrs fighting and waiting to get one delivered at 02:00am.
10. Promised International Buffet in breakfast is mothing but the words. No boiled eggs, no porrage, very limited fruits and vegitables. Some papaya, water melon and last season apples they have. But if your expectations are chiken, pork, european standard omelet or porrage - forget. It is not the place.
11. Besides you are eating in rooms, be prepare, the fridge is capable for 2 bottles of water and small cans of pops. Nothing else could be placed.
12. Cannot blame the weather, we hit the raining season, but no chance to spend your time at this resort. Its empty! Fully empted;)
Whould i want to go here again? Guess your self? But I will never come here even if they pay me for that. So recommendations - pick another place, unless you want a feeling as locked in 4 corners with high walls asides.

Stayed: December 2013, traveled with family
2  Thank Michael A
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 reviewResponded December 24, 2013

Dear Michael,
I don't always answer to Trip advisor comments as it has become more and ore a place for people to abuse freedom of speech but in your case I will make the effort to comment back.
Yes our basic rooms are old, and we are working hard top keep them in best shape possible but we do not believe it gives you the right to assume you know so much about our hotel its past and our staff. While you came to visit us, and like most hotel in Lombok we were almost at full occupancy, with lots of family so unless people book Baby Cote, we do not always have them available, but despite this we went to town and borrowed one from another hotel to bring to you, and if t came late if that we went 20km to find additional baby bed for your child, my advise is next time you book, book a baby bed as well, it will make things so much easier.
We are now on our 17 days of rain so yes the beach looks bad and not much fun to be around, pool surrounded by trees with so much rain does not appear at its best but that comes with the season. We had some serious lighting issues a few days before your arrival and our PABX got fried so until spare parts arrive, telephone is down and all guests have been informed and given a list of numbers that access direct our restaurants and bars as well as laundry.
I believe also you missed our two massive signs at the breakfast buffet, indicating that porridge, yogurt and cereals are not on the buffet and that you just need to ask the staff what you need, including poached egg and boiled eggs, we do that as it is an open none AC restaurant so it is better for dairy product and packages.
But what really is to me not right about your comments is the use of Bloody Lies, Horrible and awful in describing my staff and destination, Trip advisor is to provide information and too often is use by people in the wrong manner, yes you are welcome to say that you did not like it, and that was wrong for you to stay in Senggigi, but I would appreciate if you could show as much respect to my staff as you expect to receive from them.
in any case, I thank you for visiting our hotel, hope you will enjoy where you are staying next in Lombok and enjoy our island and its people.

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Reviewed December 20, 2013

We have just today returned from a 5 night stay at the Santos Villas & Resort. Our hotel was booked and prepaid through Otel.com in US dollars (as we had some US $$ left on a travel card). There were no further booking charges and check in was super quick and smooth. We were quickly ushered to our room and were delighted with our "Deluxe Suite with Pool". Our very own private pool and luxurious room made for a very pleasant stay. The staff were wonderful and friendly, however, due to a storm the day before we arrived the phone lines were down for the duration of our stay, which meant to order room service we needed to head to reception to do so. This was not really a problem, just a minor inconvenience.
The pool and surrounding areas were wonderful. The breakfast, although adequate, could have possibly had a few more selections for Westerners. We enjoyed meals at the many restaurants located just outside the entrance.
We were told that the hawkers were really bad on Lombok, but although they were persistent at times, they were friendly and not aggressive.
We enjoyed a trip to the Gili Islands for snorkelling, and a day trip to the waterfall.
I did, however, check out the Terrace, Superior and Deluxe rooms while we were there, and suggest not to book anything less than the Deluxe Suite .... These are hidden away behind a double door/gate entrance and are very private and relaxing, which is what we wanted out of this holiday.

Room Tip: Choose a deluxe suite room or above. Don't bother with the Terrace, Superior or Deluxe room. The...
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  • Stayed: December 2013, traveled as a couple
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Thank FamilyfromPerth
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 reviewResponded December 24, 2013

Thank you for taking the time to review our property and I will pass on to my staff your comments and suggestion. You are correct that our basic rooms are basic and we are working hard to maintain them but will start full renovation of half of them by this January, and soon will have a much better facility to offer. I have taken not of your breakfast comment and we have discussed with our chefs to upgrade from January our breakfast selection.
I do hope you will visit our island again and when you do so our performance will be better again.
Thank you again

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Reviewed December 19, 2013

I stayed for 2 nights here on a family vacation, but i was dissapointed by the room and services. I stayed at the standard room.

When we first checked in the lobby, I thought that the hotel was quite nice. I can see the lobby was well maintained. But as soon as I got the key from the receptionist, and went to my room, I as shocked that the condition of the room was very different with the lobby. The air-con and ceiling is leaking. The furniture was old, the television is very old, unlike other 4 stars hotels which replaced their television with new and better television. The condition in the bathroom was worse. The bathtub was in a bad shape, and everything in the bathroom were dirty and old. When I went to the lobby, the path is very dark at night. There weren't enough light to see the path clearly. The breakfast was average. There wasn't much varieties of food, but its enough. The good things about the hotel are the swimming pool and the location. It is located on Senggigi, and the beach is behind the hotel. The swimming pool is quite large and clean and it is near the beach.

I don't think that the price of this hotel is worth the stay. It is too expensive. I think the hotel is very good if the room is renovated.

  • Stayed: December 2013, traveled with family
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2  Thank Janyeremia
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 reviewResponded December 24, 2013

Dear Janyeremia,
Sorry to ear that you had such a negative experience in your room, and yes I do agree that they are old and in need or renovation, our Lobby was part of the 2010 renovation while the main building will only start full renovation in January 2015. We will redo the entire room with new central AC and all new bathroom. I do hope you will come and try the new rooms by the middle of 2014, until then, thank you for your review and best regards

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Reviewed December 19, 2013 via mobile

We stayed at santosa hotel for 3 night from 14 - 17 dec 2013. My kids were very enjoying the swimming pool. We drinked the fresh coconut right from the hotel garden.

The room need a renovation. Breakfast at the hotel resto need more food options and the staffs need a standard services.

  • Stayed: December 2013
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Thank Kamsyadi A
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 reviewResponded December 24, 2013

Dear Kamsyadi.
Thank you for your review and we will look into more food option for breakfast.
Standard Rooms will start renovation for half the inventory by January 2014, hope you can visit us again second half of 2014 and review our new rooms
Best regards

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Reviewed November 23, 2013 via mobile

We stayed there one day before heading to Gili Islands. It is located on the main road of Senggigi. Very close to the beach and convenient store. But the room was not up to our expectation. The bathroom was clean but old for example the door was damp on the bottom so the wood was cracked and the toilet seat was yellowish...

  • Stayed: October 2013
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1  Thank Chickeatout
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 14, 2013

We have just returned from a nine night stay at this Hotel. It is our fourth visit to Lombok. We first went there in 1996 when the Santosa was known as the Intan Laguna Hotel. Now that it is the Santosa Villas it has improved and the luxurious room that we have now stayed in twice, room 1028, is beautifully located, with a number of others, shut in behind two wooden doors which makes it a lot more private. The room is spacious and well appointed with a beautiful shower and deep bath from which the TV can be watched if you open a small window.
The staff at this Hotel could not be nicer. Everyone is extremely friendly and most know your name within the first few days. The breakfast buffet is a little reduced from what it used to be but all the same it is really adequate. There is an egg station where your requests are freshly cooked, a selection of local foods, fresh fruit, croissants, toast and the usual juices and drinks. The addition of a couple of things such as cooked tomatoes and hash browns would have made the buffet a lot more appealing to a lot of Westerners.
On this occasion we were unlucky enough to be there for the three days that there was a Conference being held between the Indonesian Police and the Australian Federal Police. During this you could not complain about the security but on some nights both the restaurants were closed for functions so whether or not you wished to eat in the Hotel you could not do so.
The Hotel is well positioned on Senggigi Beach with untold restaurants and businesses just outside the entrance. One excellent restaurant is the Taman and that is only 100 yards to the right.
There are numerous small Supermarkets along the road where you can buy your provisions and beers for very reasonable prices.
The swimming pool at the Santosa is the largest free form pool on Lombok (I believe). The pool and pool bar staff were all very friendly people and in particular Ajib, one of the pool boys, couldn't do enough for you.
All in all I wouldn't hesitate to recommend the Santosa as an ideal hotel to stay in and we will be back again in the future.

  • Stayed: November 2013, traveled as a couple
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1  Thank tricky111
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 6, 2013

I spent six nights at the hotel, it is very central to everything on the Senggigi tourist strip, the well kept gardens and the pool are huge , the beach and the ferry terminal is just in front of the hotel, there some hawkers on the beach but they are not aggressive, the hotel is quiet except for the call to prayer but it is the same for all of central Senggigi (the mosque is in the middle of the tourist area) power outages are common but the cables all along the coast are being replaced so this should stop soon, the staff are very pleasant and friendly and the breakfast was fine, unfortunately I came down with food poisoning on the second day from a nearby restaurant (due to the power outages) so couldn't try the other food from the restaurant, most importantly there is a clinic next door.

Room Tip: as close to the beach and pool as possible
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  • Stayed: October 2013, traveled solo
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1  Thank John L
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 Business Center with Internet Access Children Activities (Kid / Family Friendly) Room Service Spa Swimming Pool
Hotel Style:
#14 Luxury Hotel in Senggigi
#19 Spa Hotel in Senggigi
Price Range: $59 - $238 (Based on Average Rates for a Standard Room)
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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