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FAYE T

Average

3.0 of 5 bubblesReviewed 21 Jul 2024
We arrived early morning and had to fill in until 3.00 for our rooms. Not offered welcome drink as advertised. I had bought two packages. Only one booked in even tho both fully paid for. Two of us had to stay in next door resort and move back to our area next day. No offer to help us to our rooms or where they were. Eventually a lady helped me with my bag. Room ok. No bottle of wine for either room. Cleaning staff good. Asked 3 times for a microwave and didn’t receive one. Next day went to desk and asked again as it was advertised that we would have one in our room. After a while I could get one for $10.00/day!!! Emosi - only person who seemed to know anything was walking back to desk and I spoke to him about problem. Had a microwave 10 mins later. He is amazing and I can’t speak highly enough about him.
Breakfast very poor. Food average and very slow to come to table. We chose to eat elsewhere.
Spa package non existent as spa closed. We were supposed to get a refund but account on leaving was so confusing I just paid it and left. 7 people at managers cocktail party. Manager never appeared.
Beach nice and lovely view from our room.
Advice is to keep copy of all purchases and get account night before so you have time to check it.
Island beautiful. Very clean and tidy and lots of other places to stay and eat.
Date of stay: May 2024
Room Tip: Pool was good.
Trip type: Travelled with family
3.0 of 5 bubblesValue
4.0 of 5 bubblesRooms
5.0 of 5 bubblesLocation
4.0 of 5 bubblesCleanliness
3.0 of 5 bubblesService
4.0 of 5 bubblesSleep Quality
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Haimona Browne, Owner at Sanctuary Rarotonga-on The Beach, responded to this review
Responded 22 Jul 2024
Kia Orana fayet435,

Thank you for sharing your feedback about your recent stay at Sanctuary Rarotonga - on the beach. We genuinely value your comments as they help us improve our services.

I apologize for the inconveniences you experienced during your stay. Our standard check-in time is 3:00 PM, and we recommend guests be aware of the international dateline and consider pre-registering if arriving on early morning flights to ensure a smoother transition. We always strive to accommodate early arrivals whenever possible, but during peak occupancy, it can be challenging.

I'm sorry to hear about the confusion with your booking and the lack of assistance upon arrival. We aim to provide a warm welcome and efficient service, and I'm sorry this wasn't your experience. Your feedback regarding the welcome drink, the bottle of wine, and the microwave has been noted, and we will work on improving these aspects.

I appreciate your kind words about Emosi; he indeed is a valuable member of our team, and I'll make sure to pass on your compliments.

I apologize for the disappointment with the breakfast and the spa package. Our restaurant management team strives to deliver a high standard of food and service, and I'm sorry to hear that we fell short. Additionally, I'm sorry about the confusion regarding your account and the missed opportunity to address your refund concerns on the spot.

I would like to discuss your experience further and address your concerns directly. Please contact me at resort.manager@therarotongan.com. Your feedback is important, and I want to ensure that any unresolved issues are taken care of promptly.

Thank you once again for your valuable feedback. We hope to have the opportunity to welcome you back and provide you with a much-improved experience.

Warm regards,

Haimona Browne
Resort Manager
Sanctuary Rarotonga - on the beach
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviewed 11 July 2024

We went to chill out and did just that.The saff are friendly and always helpful and cheerfull.
Our room was serviced everyday and always felt comfortable and clean.
Improvements:probably have brown bread-we dont eat white .
Sun loungers-some TLC-takes a good while to dry out after a downpour so cant use unless you dont mind laying on a soggy wet cushion.
Easy to remedy :) and would make quite a difference.
Thankyou-we have stayed twice and enjoyed.Your staff are truly a credit to you.

Date of stay: July 2024
Trip type: Travelled as a couple
Thank Anne S
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 19 July 2024

Kia Orana Wanderer47911595306,

Thank you for your review and for choosing to stay with us again. We are thrilled to hear that you enjoyed your time at Sanctuary Rarotonga, finding it a perfect place to chill out. Your compliments about our friendly and cheerful staff, as well as the comfort and cleanliness of your room, are much appreciated.

We also appreciate your constructive feedback regarding brown bread and the sun loungers. We will certainly consider offering more bread options and will look into improving the sun loungers to ensure they dry out more quickly after rain.

Thank you for your continued support, and we look forward to welcoming you back for another enjoyable stay.

Warm regards,
Haimona Browne

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 June 2024

Decent mid-range, mid-sized beachfront resort attached to a large, rowdy, family-friendly resort next door (The Rarotongan). Generally quiet and relaxed atmosphere. Lovely views from upstairs beachfront rooms. Staff were friendly, relaxed, skilled, and helpful but not overbearing. My room was fine, a bit dated, but clean and functional and everything worked including good air con. No coffee plungers available though (BYO). WiFi was fast enough but expensive, given it’s free at many local restaurants. Note that one of the two "beachfront" wings does look out directly over the ocean but isn't actually in front of the beach, which is around the corner in front of other rooms - "oceanfront" would be more accurate. Good snorkeling in the marine reserve, pity its protection isn’t very well enforced (the beach maintenance crew were digging up and breaking coral). Nice private beach (except when it’s being resculpted by heavy machinery). No real environmental sustainability initiatives evident, not even recycling bins. Food is hit and miss: cooked breakfasts were good but “tropical” breakfast buffet was lacklustre and dinners were average at best, but at least the portions were generous. The kitchen is shared with the big resort next door and I witnessed people upset with late food and lost orders, but my food always came quickly. Bar selection is basic but ticks most boxes. Very good restaurants a few km away in both directions. The bus stops right outside and bikes, scooters, and cars are available for hire across the road. Book direct – you get free perks.

Date of stay: June 2024
  • Trip type: Travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Robin C
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 22 June 2024

Kia Orana M2019IWrobinc,

Thank you for your comprehensive review of your recent stay at Sanctuary Rarotonga-on the beach. We're pleased to hear that you found our resort generally quiet and relaxed, with lovely views and friendly, skilled staff.

Regarding your concern about the lack of visible recycling bins, please be assured that we do recycle rubbish; this is done in the backend rather than on-site to maintain a clean and pleasant environment for our guests.

We appreciate your feedback on the room, WiFi, and food. Your insights help us to continually improve our services. We will review our labeling of "beachfront" rooms to better align with your observations and work to ensure our marine reserve is properly protected.

We hope to welcome you back to Sanctuary in the future.

Warm regards,

Haimona Browne
Resort Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 12 June 2024

When we checked in reception said we are in room 224, I had to ask where that was and then we had to find our own way, with luggage in toe. Rooms over look the lagoon which had great snorkeling. The breakfast / dinner are was dark and not very appealing. Some of the servery dishes were broken and they were not very observant when things were getting low. The pool bar was hard to get anyone to serve you. The pool area was nice, with seating and tables/ chairs etc.

Room tip: Stay in an upstairs room, better view.
Date of stay: May 2024
  • Trip type: Travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank shazza021
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 14 June 2024

Kia Orana Shazza021,

Thank you for taking the time to share your experience at Sanctuary Rarotonga-on the Beach.

We are delighted to hear that you enjoyed the lagoon view and the snorkeling opportunities. However, we regret that certain aspects of your stay did not meet your expectations.

I apologize for the inconvenience you experienced during check-in and the lack of assistance with your luggage. Your feedback highlights an area where we can certainly improve, and we will address this with our reception team to ensure better service for future guests.

We also appreciate your comments about the dining area and the service at the pool bar. We strive to provide a welcoming and comfortable atmosphere for all our guests, and it seems we fell short during your stay. Our Food & Beverage Manager would have been more than happy to speak with you and address any concerns promptly. We are currently reviewing our procedures to enhance the dining experience and ensure that our servery is well-maintained and fully stocked.

Thank you once again for your valuable feedback. We hope to have the opportunity to welcome you back and provide a more enjoyable experience in the future.

Warm regards,

Haimona Browne
Resort Manager
Sanctuary Rarotonga-on the Beach

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 30 May 2024

The room was never cleaned totally, the floors were never vacuumed or mopped, the shower was not cleaned, the mini fridge leaked water on our food. The back sliding doors were very difficult to open & shut & the screen doors never locked. The bed was uncomfortable, with the same sheets on for 10 days. The breakfast was very average, no eggs & bacon etc ...only if you paid extra... all food with not always tongs or spoons or forks to pick up food & everyone grabbing it with their hands, milk not always cold, coffee not hot, toaster not turned onto a regular same heat everyday as we had to put the bread thru 2 or 3 times ! Spilling my coffee & food everyday walking on sand in this room. Most meals at night came warm or cold.. not hot. The Bar & Restaurant had the accounts all wrong most days.....With lots of confusion.... But the Staff were all lovely & very helpful. AKU behind the Bar & Restaurant was extremely professional... he was great. The whole Resort needs updating.

Date of stay: May 2024
Trip type: Travelled with friends
Thank Lyn S
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 31 May 2024

Kia Orana Y4852QVlyns,

Thank you for taking the time to share your feedback. We're genuinely sorry to hear that your stay did not meet your expectations.

Our guest services manager would have been more than happy to assist and address all of your concerns during your stay. Cleanliness and maintenance are top priorities for us, and it's disappointing to hear that we fell short in these areas. We will ensure that your comments about housekeeping and room maintenance are addressed with our team.

Regarding breakfast, we do offer a continental-tropical breakfast with the option to order additional items. We will work on improving the consistency of our breakfast service and ensuring all necessary utensils are available.

We appreciate your positive comments about our staff, especially Aku, who will be pleased to hear your kind words.

Your feedback is valuable to us as we continuously strive to improve our services and facilities.
Thank you again for your review.

Warm regards,
Haimona Browne
Resort Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 May 2024 via mobile

Every staff member was most gracious and extremely helpful. Excellent insights in all the nooks and crannies of the island became our insights from the staff . Wake up to see turquoise water is a real treat. Staff constantly tidying up everywhere.. I thought we were on a high end cruise for all the staff ready to help.. Thank you Sanctuary Rarotonga and The Rarotongan, Cook Islands..

Room tip: Check the seasons as they vary widely…
Date of stay: May 2024
Trip type: Travelled as a couple
2  Thank Walter M
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 17 May 2024

Kia Orana Walter,
Thank you so much for your glowing review and for sharing your experience at Sanctuary Rarotonga and The Rarotongan. We are thrilled to hear that you had such an excellent stay with us.

Your kind words about our gracious and helpful staff mean a lot to us. We take great pride in ensuring our guests have memorable and enjoyable stays, and it's wonderful to know that our team's efforts made you feel well cared for. The turquoise waters and the serene surroundings truly make for a special experience, and we're delighted you enjoyed them.

We strive to maintain the highest standards of service and cleanliness, and we're glad to hear that it made a positive impression on you. Your comparison to a high-end cruise is a tremendous compliment, and we appreciate it greatly.

Thank you once again for your kind words. We look forward to welcoming you back to Sanctuary Rarotonga and The Rarotongan for another fantastic stay in the Cook Islands.

Warmest regards,
Haimona Browne
Resort Manager

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