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chrisatcwp
Auckland Central, New Zealand

A stain on rarotonga

2.0 of 5 bubblesReviewed 5 Feb 2023
We have stayed at this hotel a few time it has a great layout with the pool and the beach, this visit there was a large group of people taking over the cabana every day smoking and being noisy put the things on the seats every morning to reserve the same area and drinking and making noise till late every night, I did ask the staff to do something about it they said they were all new staff and they didn't know what they could do .after the 4th day I showed the staff members the signs saying no smoking, they didn't even know there was a sign or had ever been told about the signs. THEY rang a manager and came back to me saying that she said that there was to be no smoking around the pool ,after this the staff still let the smoking and loud noise continue, it is stupid to have smoking around the pool as a lot of people we spoke to said it stopped them from eating around the pool, we ended up leaving the hotel a booking into another one All there was no internet over the whole time we was there or even before we arrived at the hotel A Very big number of people was not happy about this and we should have been in formed of this before being checked in , the new staff was not very wel trained they were very friendly but didn't have any training and very slow behind the bar
Date of stay: December 2022
Room Tip: Ask about internet before checking in or day before arriving ,the most mosquitos of hotel we...
Trip type: Travelled as a couple
3.0 of 5 bubblesValue
4.0 of 5 bubblesLocation
2.0 of 5 bubblesService
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Kerry Morton, General Manager at Sanctuary Rarotonga-on The Beach, responded to this review
Responded 9 Feb 2023
Kia Orana Chrisatcwp,
Thank you for taking the time to share your thoughts and experiences with us. We take all feedback seriously and strive to provide our guests with the best possible experience during their stay.
In response to your review, we would like to address some of the concerns you raised.
Regarding the smoking and noise issue, we acknowledge you speaking with a member of our management team and the appropriate action was taken to resolve the issue. As you may recall you approached Resort Manager Mark in the at the entrance of the Sanctuary Resort informing him of the incident, identifying that the guests that were smoking and jumping into the pool were still beside the pool. You asserted that this kind of activity does not reflect well on the resort, to which Mark said he would act on it immediately. You asked him to ensure that the guests did not know it was you that complained. Mark immediately spoke with two ladies who were smoking, asking them to move to the other side of the pool area where smoking is permitted. The guests complied. Mark also informed the guests that the behavior around the pool that had been displayed would not be tolerated.
Our resort has a strict no smoking policy around the pool area, and we apologize if our efforts were not fully effective, and we will continue to monitor the situation to ensure that all guests are able to enjoy a comfortable stay.
With regards to the internet issue, we would like to advise we have been providing vouchers for Wi-Fi access to our Sanctuary guests from our main reception. Guests are advised of the different packages upon checkin should they wish to purchase. Due an unfortunate equipment malfunction and having to rely on third party providers to rectify any issues, we provided an alternative solution for our guests to still enjoy connectivity.
Regarding the staff training, we are constantly working to improve the level of service provided by our team. In further conversations with Mark throughout your stay you praised the bar staff and did not identify any failings in the service level you received. Providing the highest level of hospitality is our number one priority for all our guests to enjoy.
Finally, we would like to clarify our hotel system records confirm you stayed for the duration of your booking, and we were glad to hear that you appreciated the late check-out.
We hope that this response provides some clarity and reassurance for our future guests, and we look forward to welcoming you back to our beautiful stretch of paradise in the future.
Best regards,
Kerry Morton
Resort Manager
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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    49 - 54 of 709 reviews
    Reviewed 14 January 2023 via mobile

    Spent a night at Sanctuary after a flight from NZ. Big shout out to Mila Taylor Marianne and Mark. Also Mr Brown and Mii. Martha and Mama Tai. Also big thank you to Mama Teremoana and the chef Maitia Vano. All these people make our stay most memorable and will definetely be back. Metaki ma ata

    Date of stay: January 2023
    Trip type: Travelled with family
    Thank kiwinora
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Kerry Morton, General Manager at Sanctuary Rarotonga-on The Beach, responded to this reviewResponded 24 February 2023

    Kia Orana,
    WOW thank you so much for the wonderful review and for taking the time to share your experience of staying with us. In addition a big thank you for your huge shout out to our team and I will be sure to pass on your comments to them all.
    We look forward to welcoming you back soon to catch up with everyone and meet more members of our amazing team.
    Warm Regards
    Kerry Morton
    Resort Manager

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 2 January 2023

    Was exactly what we needed, an escape from the 'Real world' or normal life. The staff are so friendly and helpful. Our favorite Illesipe "Elizabeth" in Fijian was always lovely and helpful..... made some great cocktails 😘. The rooms were great, water pressure in the shower was really strong ! If you need an unwind And an escape, this is the perfect place

    Room tip: Get mossie spray, bring reef shoes, hire a car, Go to Ariki Adventures and swim with the turtles. Flying turtle cafe is GREAT !
    Date of stay: December 2022
    • Trip type: Travelled as a couple
      • Value
      • Location
      • Service
    Thank Ashleigh H
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Haimona Browne, Owner at Sanctuary Rarotonga-on The Beach, responded to this reviewResponded 11 March 2023

    Kia Orana,
    Thank you for your review.
    We are pleased to hear you enjoyed your getaway break with us and you loved the Elizabeth's yummy tropical cocktails.
    Thank you again for choosing to stay with us and we look forward to welcoming you back soon.
    Kind Regards,
    Haimona Browne
    Resort Manager

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 12 December 2022

    Sanctuary on the beach was such a great pick for a relaxed holiday. We loved the option of have access to the Rarotonga but staying on the adults only side. The snorkeling is so great directly in front of the resort. With options of SUP and kayaking. The staff are so friendly and helpful, a stand out staff member was Meli! We loved coming back after being out to be greeted by Meli, always friendly and helpful.
    We would definitely pick to stay here again!

    Date of stay: December 2022
    Trip type: Travelled as a couple
    Thank J2649JNashleighb
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Haimona Browne, Owner at Sanctuary Rarotonga-on The Beach, responded to this reviewResponded 11 March 2023

    Kia Orana,
    Thank you for your kind review.
    We are so pleased to hear you had an amazing stay and you enjoyed the warm hospitality from our team, in particular Meii.
    Thank you again for choosing to stay with us and we look forward to welcoming you back soon.
    Kind Regards,
    Haimona Browne
    Resort Manager

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 10 December 2022

    AMAZING! Not only was the accomodation beautiful but the staff there are just wonderful. They make you feel so invited and treat you like family. We will 100 percent be going back to the Sanctuary Rarotonga

    Date of stay: November 2022
    Trip type: Travelled as a couple
    1  Thank CharINeil
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Haimona Browne, Owner at Sanctuary Rarotonga-on The Beach, responded to this reviewResponded 11 March 2023

    Kia Orana,
    Thank you for your kind review.
    We are thrilled to hear you had an amazing time!
    We thoroughly enjoyed having you as our guests and we look forward to welcoming you back soon.
    Kind Regards,
    Haimona Browne
    Resort Manager

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 5 December 2022

    The Sanctuary is an amazing spot to have a childfree relaxing break. The staff are excellent and are so open and welcoming. We had Aisake, Elisapeci, Meli and Akuila who looked after us and catered to our every cocktail whim. The beds are HUGE and really comfy and the location is exceptional. It's literally directly on the beach and you have free access to kayaks, SUPs and snorkel gear. If you're more pool inclined it has a great (and very private) pool with a swim up bar. This is the 4th time we've stayed here and we cannot fault it.

    Date of stay: November 2022
      • Sleep Quality
      • Rooms
      • Service
    2  Thank TheTravellingFerret
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Haimona Browne, Owner at Sanctuary Rarotonga-on The Beach, responded to this reviewResponded 11 March 2023

    Kia Orana,
    Thank you for your kind review.
    Wow this was your fourth stay! We are so pleased you had another amazing stay and you enjoyed the warm hospitality from our staff.
    Thank you for continuing to choose to stay with us and we look forward to welcoming you back for the 5th time!
    Please email me directly before booking your next trip.
    Yours sincerely,
    Haimona Browne
    Resort Manager

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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