Kia Orana,
We are incredibly grateful that you took the time out to leave us a 5* review! We take pride in knowing our customers are happy with their experience and we really appreciate it!
It sounds like you had a wonderful stay at the Sanctuary, and it was a great complement to your time at the Rarotonga resort and Lagoonarium. The peaceful atmosphere and friendly staff make for a relaxing and enjoyable experience. And the fact that it is located right next to the beautiful lagoon provide a truly unique experience. I'm glad to hear that you had a memorable time at the resort and enjoyed all our facilities.
It's always great to hear positive feedback and I'm sure our staff will appreciate it.
We look forward to welcoming you back to our beautiful stretch of paradise in the future.
Warm Regards
Kerry Morton
Resort Manager

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