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Reviewed 4 weeks ago

Me and my current wife held our wedding reception and solemnization there at the Glass Pavilion Shutters Restaurant last month and it was made so memorable for us both, that if given a chance, we would like to experience the whole wedding event there again.

A special thanks to Joey, our wedding coordinator, whom although, only took over from her colleague Stephanie just recently, was exceptionally attentive to our requests throughout the entire process, from the moment we decided to hold our wedding and solemnization there, all the way to the night of our wedding. She was there constantly, to make sure everything went on smoothly and that really gave us the assurance that we needed for our wedding.

We would also like to thanks Ben, for being there, with Joey, in making sure that the whole event flow seamlessly, listening to our requests and providing constructive suggestions.

Not to mention, the food at the Shutters was very good, especially the cod fish. The waiters and waitresses throughout the wedding were very attentive as well, constantly making sure that we had enough food and even offered to serve us food from the buffet, to our table. The breakfast, the next morning, at the Shutters had a wide variety and the whole experience was above our expectations.

We stayed in the Couple Suite at the Larkhill Terrace, with direct access to the infinity lap pool and Jacuzzi. The whole environment had a very calming effect and it really gave us the much needed respite from all our wedding preparations. The amenities in the room were very well-equipped, a coffee machine and well-stocked refrigerator.

All in all, we were extremely happy that we made the choice to hold our wedding event here and would not hesitate to recommend to other couples!

  • Stayed: September 2018, travelled as a couple
    • Value
    • Cleanliness
    • Service
Thank Zhan Yi G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Amara_Sanctuary_Team, Marketing Communications Manager at Amara Sanctuary Resort Sentosa, responded to this reviewResponded 3 weeks ago

Dear Zhan Yi G,

Thank you for taking the time to share such a warm review with us.

Nothing honors us more than to be included in someone’s celebration and it was a delight to know you chose Amara Sanctuary Resort Sentosa as your wedding venue.

We truly take pride in ensuring our guests are taken care of by our signature Amara hospitality and we are so thrilled to hear that you’ve had such a great time. I am especially proud of the team who were able to wow you during your stay. Your compliments will be shared with the team, they are truly an asset to the organisation!

Once again, thank you for choosing Amara Sanctuary Resort Sentosa. We we look forward to welcoming you again soon, perhaps for another staycation or a meal.

Yours sincerely,
Janice Tan
Marketing Communications Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 weeks ago via mobile

The resort is a 5-10 minute walk from Universal Studios which was great for us as we were there for the Halloween Horror Night.

Upon arrival at 3pm, we queued for quite some time before it was our turn to check in though there were only 2 people in front of us. When we entered our room, the entrance walkway was dirty with footprint marks. Therefore we called housekeeping. A friendly housekeeper arrived promptly and cleaned the place up.

Room was spacious and breakfast was satisfactory. Overall, it is a good place to stay to get away from the city.

Stayed: September 2018, travelled as a couple
Thank annabellewoo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Amara_Sanctuary_Team, Marketing Communications Manager at Amara Sanctuary Resort Sentosa, responded to this reviewResponded 3 weeks ago

Dear annabellewoo,

Thank you for choosing Amara Sanctuary Resort Sentosa and taking the time to share your experience with us.

I am very disappointed to learn that the cleanliness of the walkway is not reflective of the standards we strive to hold. For that, I sincerely apologise. Thankfully, our housekeeping associates were able to quickly get that sorted so that you can have a comfortable stay throughout.

We hope this minor incident has not tainted your otherwise positive impression and we hope to see you again soon.

Yours sincerely,
Janice Tan
Marketing Communications Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 October 2018 via mobile

The whole property is a great tranquil gateway. However, it so lack of services quality here. Staffs aren't friendly and dull. Breakfast is overpriced compared to the variety. Room's soundproofing is not good-could hear people walking and talking at the corridor. Room services extension no one picked up. Beside these imperfections, the rest of the stay was great.

Stayed: October 2018, travelled with friends
Thank Alice Y
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Amara_Sanctuary_Team, Marketing Communications Manager at Amara Sanctuary Resort Sentosa, responded to this reviewResponded 4 weeks ago

Dear Alice Y,

Thank you for taking the time to share your experience with us. I am very disappointed to learn that your recent stay is not reflective of the standards we hold at Amara Sanctuary Resort Sentosa. For that, I sincerely apologise. I would like to assure you that we take our guests’ opinions very seriously and will look into the issues you've raised to see how we can improve them for all our guests. We hope you will allow us the opportunity to regain your confidence when you next visit us again.

Yours sincerely,
Janice Tan
Marketing Communications Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 8 October 2018

Staffs during check-in are all prompt and attentive with smiles. Our room happened to have a coffeemaker that is not working that well. We forgo our coffee instead of calling in the staff for help but overall the rest of the things are good! We really like the swimming pool which is just in front of our room. So convenient that we dipped in twice a day.

  • Stayed: September 2018, travelled with family
    • Location
    • Rooms
    • Service
Thank JessTommy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Amara_Sanctuary_Team, Marketing Communications Manager at Amara Sanctuary Resort Sentosa, responded to this reviewResponded 4 weeks ago

Hi JessTommy,

Thank you for taking the time to share your experience with us. The team is thrilled by your kind compliments. We look forward to welcoming you back again soon!

Yours sincerely,
Janice Tan
Marketing Communications Manager

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Reviewed 8 October 2018 via mobile

There were a good amount of tourists hanging out at the reception lobby however there was no queue and two check-in counters out of three were open so we proceeded to one of it as the lady at the middle counter was on the phone. The front desk lady, named Nana, for some reason moved to the middle one with the lady who seemed to be ready to end the call she was having, what with the snappy replies and Nana just stood and looked at the lady on the phone. Basically, we waited for Nana who is waiting for the lady to end the call but there was an open counter which Nana couldn't use.

Nana was impatient for us so polite apologies were extended, followed by opening and closing of drawers, and finally we have Nana's kind of undivided attention.

So you have Nana trying to speak over the lady on the phone's voice and she was trying to run through with us the registration.

My husband asked a simple question. 'How much would it be to upgrade to a Villa with the private pool?'

Lady on the phone was talking, the lobby was filled with people chattering, so you can imagine how loud we have to be to talk to each other.

It annoyed Nana immensely as if we asked for a free upgrade. She immediately said, 'All rooms are fully booked today.'

We didn't hear her the first time so when she raised her voice, it really put us out.

There was no checking on the system, there was not a time allowed to process what we were asking.

We were forced to move on from it when Nana started to ask for payment.

Nana did not explain properly. She just took the card we offered and then gave back and said she needed a credit card to make payment.

On my booking confirmation, it stated that the payment was already made. So I asked. Nana said no, the amount was just placed on hold.

Okay, so we told them we can only pay by cash or nets/debit.

They looked exasperated. Come to find out, they need credit so they can secure a deposit in case of incidentals.

It took three people to tell us. Nana, lady on the phone, and some guy who happened to pass through the desk when all it actually took was Nana to compose herself and explained clearly to us, instead of rushing through the process as if she has somewhere else to be.

Finally, cash was accepted after my husband made the point that we can pay, just not by credit.

Nana asked if we drove there, we said yes. She made it seem like we were giving her additional work for driving there because she placed the chit to write the car plate number on the desk a little too hard.

Then she proceeded to say, 'At what time should we send the cake to your room? Because I need to call the restaurant and tell them.'

Again, she had to repeat the question because of the noise but by then we were really done with everything.

We were both there to celebrate our tenth year anniversary, we are aware the hotel is complementing us with a cake but could you imagine if someone wanted to surprise their other half but because Nana isn't one who understands discretion, the surprise might be ruined? I don't know.

We booked the Couple Suite. Room was clean albeit dated.

Bed was huge, great to roll around. They folded two swans on the bed which was cute.

That's it. I think Nana ruined our stay. It's her fault. She was the reason for everything. Even global warming. That's how pissed we were the whole night. You want to know why?

Our room was at the Larkhill Terrace. There is a separate gate for easy access to the open carpark. All you need was to tap your room card. We didn't exit there to have our dinner at RWS, because we wanted to grab some nuts that they displayed at the lobby.

After having dinner, we walked to the gate instead of through the lobby. Tap and tap but nothing happened. So we detoured all the way to the lobby and walked by the gate again to get to our rooms.

I exchanged the other card that was on the wall of our room and tried tapping it to the gate, lo and behold the gate opened.

I looked for any indication on the cards, the difference between the two cards and there was a blue round sticker on one of it so it meant only that particular card can be used for the gate.

Did Nana let us know about this? Of course not.
We had to find out ourselves.

I don't know. Maybe we should have approached someone else at the desk because check out was a breeze and Gwen was so nice and calm. Just our luck I guess.

Stayed: October 2018, travelled as a couple
3  Thank ps160508
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Amara_Sanctuary_Team, Marketing Communications Manager at Amara Sanctuary Resort Sentosa, responded to this reviewResponded 4 weeks ago

Dear ps160508,

Please allow me to offer you my gratitude for taking precious time off your busy schedule to share your invaluable feedback with us.

There were some issues with our check-in system at the time you were checking in hence only one counter is made available. We truly regret the inconvenience.

We have also investigated the incident and found that our staff were speaking a little loudly as the lobby was very crowded and noisy. They had to speak over the crowd in order to be heard. We did not have any other intentions and we are truly sorry if this gesture has been miscontrued as such.

It is also part of our policy to check with our guests on when they would like the complimentary anniversary cake to be sent to the hotel room as we want to avoid the situation in which the cake is sent when the guest is not around or when the cake is undesired. If there are any surprises planned, please do inform the hotel in advance so that we can make an internal note to our staff at the front desk.

As part of our standard check-in procedure for our guests staying at the Larkhill Terrace, we do inform them of the card they can use to exit the gate at the open car park. Again, I believe you might have missed this piece of information over the noise at the lobby.

We hope your disappointment at the lobby has not marred your opinion of our resort and we look forward to welcoming you back again soon.

Yours sincerely,
Janice Tan
Marketing Communications Manager

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