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Brian M
Brisbane, Australia
beautiful time as usual...
5.0 of 5 bubblesReviewed 23 Mar 2020
This was our 6th stay at Coconuts Resort in the past 10 years - this time in a 1br beach fale. We always get the “meal deal” which is very convenient and such good value! This occasion was for my 50th birthday held in the only on-site restaurant where the staff set up a beautifully decorated dinner table for us. We had family & friends who stayed elsewhere but joined us here for dinner and they all swore to come back and stay at Coconuts with us next time! On-site is a library, gift shop and lovely spa & beauty treatment facilities. On a previous trip to Samoa we arrived very early in the morning on the direct flight from Brisbane so we booked our accommodation at Coconuts from the day before which proved to be most wise. It was fabulous to check in right away, unpack our bags and refresh in our room before going to a lovely cooked breakfast. We love the staff here - on this visit they were Brian, Lina, Tasi, Lae, Lolina, Luisa, Tara, Toni, Totu, Tala, Lino and many others who are all the most beautiful friendly people you could ever want to meet. Of course we will be back again...
Date of stay: December 2019
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    26 - 31 of 562 reviews
    Reviewed 4 March 2020

    My girlfriend and I intended to stay at Coconuts Beach Club for four nights. Tasi showed me around the property and took half an hour to chat. I really appreciated her hands-on concierge during the booking process. I showed a slightly cheaper price on booking.com and they honored it without question. I paid for the room in advance, and the staff was clear that it was non-refundable, which seemed totally fine at the time..

    Two days before my arrival, following New Zealand's first confirmed case, the Samoan government started imposing flight restrictions to the already two dozen or so countries with Coronavirus. My girlfriend was unable to fly, and at the last minute, I booked a flight and left Samoa the morning before our reservation began.

    I didn't have high expectations to get much or any money back given the non-refund policy, but Tasi worked with the international management team to refund almost all of my original reservation.

    Traveling in the South Pacific often means disruptions from cyclones or other disasters, and not all properties are willing to see the bigger picture and put their customers first, so I appreciate that Coconuts Beach Club did the right and fair thing. Not all resorts or businesses are so flexible.

    I'm saddened that we didn't get to stay here as the property is stunning and seem to have the nicest rooms in Samoa. I appreciate that they lessened some of the stress of my last minute travel disruptions.

    Date of stay: February 2020
      • Value
      • Cleanliness
      • Service
    1  Thank bluelightspecial2014
    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.
    Brian R, Manager at Coconuts Beach Club, responded to this reviewResponded 7 March 2020

    Talofa! We are just as disappointed that you and your girlfriend had to involuntarily change your travel plans, and as a result could not stay with us. All this happening at the last minute certainly adds to the challenge. We hope that perhaps in the future, you will have another chance to visit beautiful Samoa, and stay with us.

    Fa'afetai lava

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    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 9 February 2020

    The location was nice but there's no point taking the over-the-water fales as you can't access the water directly from them. The beach was great but could be used at or near high tide only. We saved ourselves about $US1000 by NOT taking the expensive food and drinks package. There were the usual tropical experiences such as cockroaches in the bathroom at night but they were good runners. Our fale had a leaky roof which was only evident in heavy rain and the leak was perfectly positioned to drip onto our faces as we slept.

    I was interested to read about the trauma experienced by Deepak D in his review. We had exactly the same experience. Our plane arrived about 6 a.m. and we hadn't slept. We tried to kill time in Apia and arrived at the resort at midday presuming that they'd simply give us early access, as most expensive resorts would. Instead they told us lies about how the room wasn't ready (the resort was less than half occupied) and made us wait in an airless room at 36 degrees and 100% humidity for two hours. It was an exercise in meanness on their part and the manager made it 100 times worse by trying to tell us they were doing us a favour. The experience was insensitive and grossly incompetent and marred our whole stay there. And when the manager responded to Deepak's review she continued to show that she just doesn't get it.

    Did I enjoy my stay? Yes (apart from the first two hours which were hell on earth). Would I return? Never.

    Date of stay: December 2019
      • Location
      • Cleanliness
      • Service
    2  Thank dsm005
    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.
    Brian R, Manager at Coconuts Beach Club, responded to this reviewResponded 11 February 2020

    Talofa lava dear guests, thank you for sharing your experience and thoughts. We appreciate your feedback, and we are very sorry that you weren't able to enjoy your entire stay. We understand that traveling can be stressful and exhausting, so not being able to access your room when you arrive can be frustrating. We always keep that in mind, whenever our guests arrive, we aim to provide maximum efficiency in making sure their room is clean and ready to go. There are many factors involved that determine when or how fast a room can be ready, and the occupancy level is but one of them. Even when a guest arrives before our check in time, we are often able to get them into their room sooner than 2:00 pm. Again, we apologize that you had to wait 2 hours before your room was ready, and we too wish you could have been in your room sooner. You chose to wait in our guest lounge (which is a popular place) but our guests can also relax in our restaurant & bar, or by the pool, etc. before they check in, or after they check out.

    While our Over Water Fales don't have steps or ladders going into the lagoon, they do provide a unique relaxing and calming sensation by being surrounded by the beautiful ocean. Sort of like being on a boat, but without the rocking motion. In any case, many of our past guests have had some of their best holidays ever while staying in one of these rooms.

    Our optional Meal Deal is not going to be the best choice for everyone. If you don't plan to eat 3 full meals a day, and if you don't normally enjoy beer & wine at lunch and dinner, then ordering a la carte is probably a better way to go.

    Our apologies for the leaky roof. Unfortunately maintenance issues seem to occur at the worst times, and in this instance, in the worst location. In order to remedy these occurrences as fast as possible, we do keep a full time maintenance crew employed.

    It saddens us to know your whole stay could have been much more pleasant if we had been able to accommodate you better upon your arrival. And we will take this as a opportunity to improve the process going forward. Tofa soifua!

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    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 20 January 2020

    Stayed during the festive season and had a great time. The location of the resort and in particular our overwater bungalow made the sunsets absolutely magical. Thank you Bryan, Tasi and team for giving us the “Returning Nuts”benefits. i love the location of the resort where it is not too far from anywhere you want to go in Upolu.

    Date of stay: December 2019
    Trip type: Travelled on business
    Thank LeviSaseve
    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.
    Brian R, Manager at Coconuts Beach Club, responded to this reviewResponded 21 January 2020

    Talofa lava to both of you! We enjoyed having you stay with us again, it was our honor and pleasure. As you know, the sunsets during the spring and summer are the most beautiful, because the sun sets over the ocean rather than the land.

    We agree, besides being situated on a beautiful beach with a large lagoon, we are centrally located. So wherever you may want or need to go on the island, it's usually less than an hour away by car.

    All of our staff hope to see you again, and send alofa tele to both of you. Fa'afetai lava for being part of the Coconuts aiga, and for writing your kind review. Tofa soifua!

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    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 20 January 2020

    Recently we stayed at the Coconut beach club resort:

    Caution about ocean:
    The currents in the ocean are often dangerous. Staff at the hotel have told us stories of how they have saved several people's lives. We narrowly escaped one time. Often there is only person who can come with you at some cost for snorkelling/surfing s tours. Be very careful and safe is all that we can say.

    Check in and sleep on sofa:
    The hotel policy would ask for extra payment for early check in (USD$125), even if it is only a few hours. There are no other options after a long flight that arrives early morning from Brisbane. We slept on the sofas of the library for about three hours. This was an off season and there were only a handful of rooms booked, however the hotel would not give you even few hours free - even though we had booked expensive overwater villa. Check out was at 4 am - however that does not count towards early check in.

    Safety about your money:
    This is disgraceful for a luxury hotel like Coconut beach club resort. One day we left a wallet on the side table and went for breakfast. We stayed out a bit longer and on return found that money was stolen from the wallet. As we had limited Samoan tala ($), we knew exactly, how much was there in the wallet. We complained to the management, who then refused the money.There is a locker in the room. Please lock away all your valuables. It is not the responsibility of the hotel for the valuables. .

    Please be safe and enjoy.

    Date of stay: January 2020
    1  Thank DEEPAK D
    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.
    Brian R, Manager at Coconuts Beach Club, responded to this reviewResponded 21 January 2020

    Talofa Deepak, thank you for being our guests and for taking the time to write your review. Many of your words of caution can be useful for other fellow travelers.

    The lagoon area directly in front of Coconuts is normally quite safe, with a mild current that runs to the east. Venturing to the east, beyond Coconuts, there are areas with other potential currents, some which are associated with the channel that runs toward the shore. That is an area where a few people have run into trouble in the past. Guests are also advised not to go beyond any of the reefs. We are glad that you didn't get into any extreme danger, and managed to survive. Being careful is good advice.

    Many flights do arrive early in the morning. Since our check in time is 2:00 pm, we do advise any guests arriving on early flights to consider pre booking their room for the night before (at half price) when it's available. For guests who have not pre booked an early check in, we are sometimes able to provide an early check in option (in another available room) when you arrive, for a predetermined cost. Should a guest not choose that option, or if that option isn't available, they are welcome to spend their time in our guest lounge, pool area, restaurant, etc. We are glad that you were able get some sleep on the sofas in our lounge/library.

    We were very sorry and disheartened to hear that some money was missing out of your wallet. It is a rare and unfortunate occurrence. As you recommend, we always advise that guests should place their valuables in the digital safes (which are provided in every room). Doing this can avoid the possibility in case someone is tempted to do the wrong thing. We did reimburse you for the loss, as we deeply sympathized with you. But as you noted, we are not normally responsible for the loss of any items.

    Be safe and enjoy. Those are great words of advice to be sure, and we thank you for helping insure that other travelers have the best possible experience and holiday. Fa'afetai lava.

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 15 January 2020 via mobile

    We stayed here with our UK family for a week.
    To be honest, the resort is a little tired but the amazing staff and location more than compensate that. Our fale was right on the waters edge with crystal clear waters as far as the eye can see. We managed to see turtles on a couple of occasions. The pool and swim up bar made a great place to chill out. There was plenty of selection on the menu at the restaurant and we walked to the little burger place nearby a couple of times. It is also walking distance to Sinalei resort , just along the beach. The staff were all warm and friendly and we were made to feel most welcome from the first day. It is the wonderful staff that make Coconuts the place it is . This is not a flash pretentious resort, but rather one that feels homely and welcoming. We will be back ❤️
    If we could give one tip for improvement, it would be to upgrade the arrival area. The Coconuts sign which is your very first impression, does not reflect what is behind the walls👏 Thank you for a wonderful relaxing time ❤️

    Date of stay: January 2020
    Trip type: Travelled with family
    2  Thank MsOrewa
    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.
    Brian R, Manager at Coconuts Beach Club, responded to this reviewResponded 17 January 2020

    Talofa lava to everyone! Thank you for choosing Coconuts as your Samoan home away from home. We are delighted that you had an excellent overall experience and holiday.

    We are constantly working to maintain and improve all of our facilities, the environment in Samoa requires that. But we are very glad that you were able to appreciate the many other aspects, and that you found the true appeal and uniqueness of what makes Coconuts what it is.

    We appreciate your suggestion regarding the look of the entrance, and the first impression that you had. We love to get useful feedback on everything, so this is of great assistance to us.

    We would be very honored to have you come back again, and all our staff look forward to that time. Fa'afetai lava for being our guests, for taking the time to write your review, and for sharing the lovely photos too. Tofa soifua!

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