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“Sari Pacifica hotel, Redang - More like Prison Break”

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Sari Pacifica Hotel, Resort & Spa - Redang Island
Ranked #7 of 12 Hotels in Pulau Redang
Reviewed July 4, 2013

Ok let's start with the positives about this hotel -
1) Getting out of it, this place is not a resort but a trap , I'm sorry but how can you class this hotel as as a 4* hotel? The pictures you have to promote this hotel are a few years out of date, so lets not focus on the negatives more the realities of this resort.
1)
This hotel is really a 2* hotel, don't try to convince others that it isn't..you really need to update your website to reflect the following. -
2) The pool. You have advertised on your website , isn't the pool in your hotel. The pool you can not use as its so dirty , full of bacteria . I'm. Almost certain that if you did. Use. It you would catch legionnaire disease or something worse.
The hotel surpposly has a lake beside it ,for your villas / rooms to over look, again this is incorrect you need to update this to be a swamp, dirty one it is.
3) The villa room, what a complete joke. When were these places last cleaned ?, painted? The windows frames& blinds a covered rust and the shower basin well will leave it as that....
4) The Bar- you don't have one, you have a bucket filled with ice and a few selections of beers, then a few candles ..no cocktails , wine selection was 1 bottle of red or white, again what a joke
5) Resturant - wasn't available we had to go to the hotel next door, who laughed as us when we told them where we were staying..
6) our villa , toilet didn't flush and the sink had no water.. We were told they couldn't fix the problem and we moved to another villa. This wasn't much better either. Ok the toilet & sink worked BUT and there is a BIG BUT... The bed sheets hadn't been washed for months they were damp , windows where again rusty,( I have taken pictures to prove all of this , more that happy to upload if the management disagree with my comments), cockroaches in the toilet area, bugs coming out of the bath hole.. One last thing, the hotel forgets to mention that there is another hotel 100 Meters away , which plays club music at full blast until midnight. This must be part of the 4* hotel service .. What a joke ..
Ok I must stop now as we intended to stay here for 6 nights, but stayed for 1..
My last comment to me really summarises the hotel .. We asked for some bottle water .. Guess what we were told... I'm sorry we don't have any, you need to go to the shop.. WTF, come on Sari Pacifica hotel, Redang, it's only a matter of time before you are caught out..
Don't sell this hotel as a 4* , it's very nice from the outside but it needs a lot of maintenance ..

  • Stayed: July 2013, traveled as a couple
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8  Thank traveltime333
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mark H, Resident Manager at Sari Pacifica Hotel, Resort & Spa - Redang Island, responded to this reviewResponded September 17, 2013

Dear traveltime333,

Thank you very much for taking the time to post this review. Your feedback is much valued and appreciated. We regret to learn that our service rendered was not up to your expectations. We sincerely apologise for the shortcomings you’ve encountered. Rest assured that your comments will be seriously looked into and we will strive to improve our service level and product quality. Even though we understand that you may not stay with us again, we would like to have the opportunity to restore your faith in our resort.

Faithfully & Be Well,
Mark Hisham

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Reviewed July 1, 2013

We were there as a group of 14, with kids.

SP, particularly for the Redang island one only is a very good hotel (if you are heading to the SP in Lang Tengah, it may be worth for you take a peep at my other review about them :-)). We've put up in the ocean view villas and it is awesome throughout the whole experience.

This hotel is at the corner of the end of the famous Pantai pasir panjang. The hotel has got huge clubhouse with very nice pool...almost by the beach. You can swim while looking out to the ocean.

The hotel staffs here are well-trained with good manner. They speak not bad english and very helpful when you approaching them for help.

We are on the "all-inclusive" package (transport, accommodation, meals). As we are in a big group and we are suppose to have our meals all in the standard restaurant for buffets. We've had made a special request to have barbecue dinner by the pool, and next the beach...the hotel manager has made his best effort to accomodate to our request and made a special group seafood BBQ with special setting for us. This is awesome...and we're being branded as the star group for the night!!!

The villas are also very luxurious setting with huge bed and nice setting...set aside some standard wear and tear items...but overall we are very satisfied with the setting and luxurious feeling.

Yes, i will come back again one day!

Room Tip: join the package deal... just indulge yourself on the beautiful beaches and activities.
See more room tips
  • Stayed: May 2013, traveled with family
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1  Thank Skywalker008
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mark H, Resident Manager at Sari Pacifica Hotel, Resort & Spa - Redang Island, responded to this reviewResponded July 1, 2013

Dear Skywalker008,

Thank you very much for sharing your Sari Pacifica experience with others and for highlighting the warm and wonderful service provided by our staff here at Sari Pacifica Resort & Spa. Your satisfaction towards our accommodation, services and facilities is a motivation for us to provide even better service. On another note, we’d looked into the less positive issues you’ve mentioned and we sincerely apologize for the shortcomings you’ve encountered. Your comments are deeply appreciated and will surely assist us in striving towards service excellence. Thank you once again for recommending Sari Pacifica as a brand to everyone! We look forward to welcoming you back to Sari Pacifica Resort & Spa on your future visits to Redang Island.

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Reviewed June 30, 2013

Room crumbling,hole in floor,glass sellotaped in windows,filthy bathroom-showered with shoes on,brown stains on wall in shower!Half used bars of soap from previous guests,used shower mats,dirty tea cups.Hotel toilets filthy,food inedible,staff indifferent.

Stayed: June 2013, traveled with friends
6  Thank Joan P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mark H, Resident Manager at Sari Pacifica Hotel, Resort & Spa - Redang Island, responded to this reviewResponded September 17, 2013

Dear Joan P,

Thank you very much for taking the time to post this review. Your feedback is much valued and appreciated. We regret to learn that our service rendered was not up to your expectations. We sincerely apologise for the shortcomings you’ve encountered. Rest assured that your comments will be seriously looked into and we will strive to improve our service level and product quality. Even though we understand that you may not stay with us again, we would like to have the opportunity to restore your faith in our resort.

Faithfully & Stay Well,
Mark Hisham

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed June 23, 2013

It is hard to know were to start with the review. Having read all the reviews before we went I was expecting the absolute worst, it was certainly not as bad as many people had painted it to be but there is some definite need for improvement.
To start on a positive note: the staff were really very nice and helpful. I was very suprised to read the reviews that state otherwise. From the gentlemen that carried our suitcases along the beach, through to the waitresses in the resturant and the lovely barman, everything was done for us with a smile. Sure, there were occasions when the bar wasnt staffed but once we asked someone, staff were there in minutes. One night my friend was craving French Fries and although they were not on the buffet then chef made him some specially with no questions or quibbles.
We were initially put in a 'garden view' apartment, this was a major issue as it was not a garden view- the balcony looked over what appeared to be a kind of stagnent lake with dirty water in. Really very unattractive. I asked for us to be moved and the following day we were upgraded to a sea view villa. It was really lovely, the room veranda opened out onto the beach and the room was a great size... exactly what we wanted.
Cleanliness was a small issue, the cleaners themselves were really very nice people but clearly did not have a cleaning rota/ checklist to ensure that everything was done. eg. when we moved to our new villa there was no toilet paper and the toilet hadnt been cleaned.
Lots of people have mentioned the food. For a supposed 5 star resort- it isnt great, however on our last night I met the knew chef who said he had been brought in to fix it so maybe it will get better. Its not inedible at all, just not much choice. Although have to recommend the chocolate cake- that was pretty nice!
All in all- its not a bad place to stay, just think more 3 star than 5 star. It has so much potential that with a little effort (better cleaning, get rid of the wierd stagnent lake and paint the place) they could have a truely great resort that would be worth 5 stars.
One piece of advice about the island... dont take a snorkling trip only to the Marine Park. There were plastic bags in the water, cigarette packets and cans stuck in the corel and a general total disregard for the environment. We lasted 10 mins and had to leave.
We had a lovely holiday, I would definitely recommend the island if you like nice beaches and good snorkling.

Room Tip: Pay a little more for the sea view villa
See more room tips
  • Stayed: June 2013, traveled with friends
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2  Thank Ali_Cannon642
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mark H, Resident Manager at Sari Pacifica Hotel, Resort & Spa - Redang Island, responded to this reviewResponded July 23, 2013

Dear Ali_Cannon642,

Thank you very much for taking the time to post this review. Your feedback is much valued and appreciated. We regret to learn that our service rendered was not up to your expectations. We sincerely apologise for the shortcomings you’ve encountered. Rest assured that your comments will be seriously looked into and we will strive to improve our service level and product quality.

On another note, we are glad about your compliment towards the service rendered by our pleasant staff. Even though we understand that you may not stay with us again, we would like to have the opportunity to restore your faith in our resort.

Be Well,
Mark Hisham

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed June 21, 2013

This is the worst hotel we stayed at during our trip, but still the most expensive. Service was terrible!! Staff didn't care about the customers at all, and played music from the bar for the selfs while they were "youtubeing"/facebooking at the reception. No service at the bar, had to go get the barman every time you wanted to order.

Rooms were filthy, full of ants & lizards inside. Sand in the bed & shower.
Breakfast & lunch were always "empty" by the time we got there.

I can't understand that agoda or any other want to use this hotel.
Hope no one gets to experience this terrible hotel!

  • Stayed: June 2013
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6  Thank Vick340
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mark H, Resident Manager at Sari Pacifica Hotel, Resort & Spa - Redang Island, responded to this reviewResponded September 17, 2013

Dear Vick340,

Thank you very much for taking the time to post this review. Your feedback is much valued and appreciated. We regret to learn that our service rendered was not up to your expectations. We sincerely apologise for the shortcomings you’ve encountered. Rest assured that your comments will be seriously looked into and we will strive to improve our service level and product quality. Even though we understand that you may not stay with us again, we would like to have the opportunity to restore your faith in our resort.

Yours faithfully,
Mark Hisham

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed June 10, 2013

The hotel has recently re-opened. Was worried before getting there as lots of bad reviews. Would be better if some of the people that wrote some of the bad reviews would stay at home. A tent on the beach would have made us happy. Who cares if WIFI not working, TV and DVD not working and only ASIAN FOOD. What people should do is stop complaining and make sure they collect their rubbish and put in the bins provided at all the resorts.
GREAT PLACE AND FANTASTIC STAFF.

  • Stayed: June 2013, traveled as a couple
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5  Thank roypearce
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mark H, Resident Manager at Sari Pacifica Hotel, Resort & Spa - Redang Island, responded to this reviewResponded June 20, 2013

Dear roypearce,

Thank you very much for having chosen our resort during your trip to Redang Island. We are pleased to know that you’ve enjoyed the atmosphere of our resort and our friendly staff. Your positive comment definitely motivates us to perform better! We are really grateful for your support and we look forward to welcoming you back for another renewing stay in the near future.

Be Well,
Mark

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Reviewed May 26, 2013

I have never seen such terrible restaurant ! This hotel pretend to be luxury, starting with the price you pay but it is absolutely terrible: the rooms should be renovated and the most terrible is the restaurant, when you arrive to eat you find just variety of only 6 plates and all them are asian dishes, so if you don't like it , it's your problem. Very often you'll find empty plates and no dish because they put just a little to make economy , maybe you'll find 2 little cups of some sweet cake and a variety of 2 fruit if it's not finished.
Cheap towels on tables, terrible curturns in rooms but if you go out from the hotel Imust say that surroundings are realy splendid. Don't go to this hotel, it's better just choose a cheaper one near by, at list you will not have an impression to throw out the money

  • Stayed: May 2013
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4  Thank Elena-Venrura
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mark H, Manager at Sari Pacifica Hotel, Resort & Spa - Redang Island, responded to this reviewResponded May 31, 2013

Dear Elena-venrura,

Thank you very much for taking the time to post this review. Your feedback is much valued and appreciated. We regret to learn that our service rendered was not up to your expectations. We sincerely apologise for the shortcomings you’ve encountered. Rest assured that your comments will be seriously looked into and we will strive to improve our service level and product quality. Even though we understand that you may not stay with us again, we would like to have the opportunity to restore your faith in our resort.

Stay Well,
Mark Hisham

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 Sari Pacifica Hotel, Resort & Spa - Redang Island

Address: Lot 87 & 88, | Pantai Pasir Panjang, Pulau Redang 21090, Malaysia
Location: Malaysia > Terengganu > Pulau Redang
Amenities:
Bar / Lounge Beach Business Center with Internet Access Free Breakfast Restaurant Swimming Pool
Hotel Style:
#4 On the Beach Hotel in Pulau Redang
#6 Top resorts Hotel in Pulau Redang
Price Range: $86 - $145 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Sari Pacifica Hotel, Resort & Spa - Redang Island 4*
Number of rooms: 70
Official Description (provided by the hotel):
Located at Redang Island gives you access to some of the best diving and snorkeling sites in this part of the world.This boutique resort with zero start itself is located on Pasir Panjang (Long Beach), offering you white sandy beaches, turquoise waters, colourful marine life and spectacular view of the South China Sea.Our resort is just re-opened it's business from End of April 2013 onwards. Highly appreciated not to focus us as a 4-5 star resort. Everyday we are improvise towards the services to satisfy our guest. We strongly believe & inform our guest not to have a high expectation on us. We sincerely apologize for any inconvenient cause. ... more   less 
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Also Known As:
Sari Pacifica Hotel, Resort And Spa - Redang Island
Sari Pacifica Hotel, Resort & Spa - Redang Island Hotel Pulau Redang

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