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Sanctuary Cove Resort

Rated 4.4 out of 5 by 232 reviewers.
Rated 3.0 out of 5.0 by Great Property but poor service Room not cleaned regularly specially under the bed. No trash bins in the rooms except for toilet, none were provided after we requested for additional bins. Service charges for even requesting additional cutlery which is very unusual. No complimentary water. Not enough drivers for the hotel buggies, we had to walk back to rooms despite buggies being available. Very good property and great location, well maintained. 27 April 2014
Rated 5.0 out of 5.0 by Easter break A most enjoyable stay. The staff were excellent from Reception right through to Housekeeping everyone we came into contact with was polite friendly and very professional . Thank you for the upgrade it was most appreciated and now where I have the choice I will always choose Intercontinental . Our room was lovely and my only criticism would be the carpet had seen better days! But besides that the room was spotless, the linen crisp and fresh, and sleep quality excellent. We will always recommend Intercontinental . 26 April 2014
Rated 5.0 out of 5.0 by Great experience Sensational stay as usual......a truly 1st class property. 25 April 2014
Rated 5.0 out of 5.0 by Exceptional Staff Service We were attending the IHG at Sanctuary Cove for my brother's memorial service at the chapel. The staff were extremely sensitive and considerate, from concierge to reception to cleaners, some offering their condolences with a warm and genuine hand-shake. We were kindly upgraded to The Queenslander Suite near the chapel, which enabled us to utilise the suite as a meeting point for interstate and intrastate attendees. Complimentary chocolates, water, macarons etc. were all very kind, but were trumped by a lovely hand-written card from the front office team. The support and professionalism at the chapel was also exceptional, with the girls far exceeding our expectations. Nothing we requested was too difficult for them. My wife and I have stayed at this resort previously, and have never been disappointed, however the staff during this visit were the friendliest, most helpful, and most efficient we have seen. Whilst the extended check-out was compromised by the security system locking us out of the suite for 20 minutes after the service, and there were a few other minor issues, these were insignificant in comparison with the service provided. We will return, and look forward to being welcomed again by the superb IHG staff. Thank you. 21 April 2014
Rated 4.0 out of 5.0 by Great property except.... My recent stay at Sanctuary cove was great overall, the staff were very friendly and heklpful at every step during the way. Everything that exuberates luxury and elegance shone through on this stay however in regards to the room (perhaps it was just an unlucky miss) but I found a dirty butter knife sticking out from just under my bed. The rooms are nice and I like the classical feel of the reception but for the prices we pay for these rooms they could do with a little bit of a refurb. the whole room was just looking a little tired overall. I work in a hotel myself and keeping on top of the housekeeping team can sometimes be difficult (especially on a property of your size!) but it was just that one small thing that got me. Keep up the good work, you have a fantastic hardworking team there and I look forward to my next visit 18 April 2014
Rated 5.0 out of 5.0 by Very relaxing weekend My husband and I recently stayed a Friday and Saturday night in a Club Queenslander Suite. We could not have enjoyed ourselves any more. From checking in where we were shown where the Club Intercontinental lounge was and the facilities through to our checkout, everything was perfect. We'd dined both evenings in The Fireplace. The first night we both had the tasting menu which was excellent with the matched wines. Each course was presented by the Chef which was an added touch. After a sleep and breakfast back in the Club lounge we enjoyed our day with a swim and a walk around to the Marina shops. High Tea was taken, again in the Club Intercontinental lounge and an afternoon enjoying the quiet in our suite. As we had enjoyed The Fireplace so much the night before we made reservations for Saturday night. Our hostess Marjorie remembered us and was excellent in her service and attitude. We would also like to highlight the Sommelier "David" who when prompted by us offered 3 samples of red wines that would compliment our chosen mains. All in all a fantastic experience in a very relaxed environment. We are already talking about when we can return. 17 April 2014
Rated 5.0 out of 5.0 by Excellent Stay We enjoyed a wonderful stay and in particular the service in the Executive Club was very good. Breakfast on the Sunday morning in the main restaurant was very busy with a long line waiting to get into the buffet. I assume the long line was due to the hotel being busy with two weddings conducted on the Saturday. I recommend putting on additional staff when demand overwhelms the kitchen, this should have been easily projected. Otherwise an excellent stay. 16 April 2014
Rated 5.0 out of 5.0 by Professional and knowledgable staff and service We keep returning to the Intercontinental Sanctuary Cove due to the great service and exquisite environment. It is a truly 5 star experience. 16 April 2014
Rated 4.0 out of 5.0 by Top Bathroom Bathroom has a great bath & separate shower. For those that enjoy a bath,it's a good one. Bed is very comfortable. Room outlook - calming 14 April 2014
Rated 5.0 out of 5.0 Overall fabulous hotel for a conference or holiday thank you - xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx 13 April 2014
Rated 4.0 out of 5.0 by Wonderful weekend wedding A delightful location and a lovely room. The walk up to breakfast through the groomed gardens is a lovely way to start the day. But the absence of mosquito coils or spray in the rooms was noticed. Particularly as we apparently visited during peak mosquito-sand fly season? Can we learn anything from our South East Asian friends? I think we can when it comes to insect control! 13 April 2014
Rated 3.0 out of 5.0 by Not up to scratch for the price After pre-arranging a somewhat earlier check-in to allow time to change for a wedding, we were told on arrival (after travelling 1500km) that our room wasn't available. With a less than pleasant customer service attitude we were given another room. The bed was excellent quality, and buffet breakfast (which we paid extra for) sensational, however the room itself we found tired and dated. Overall, not up to scratch for the price! 08 April 2014
Rated 5.0 out of 5.0 by Exceptional staff We stayed two nights in order to attend a wedding conducted onsite. For us, the best part of our stay was the unfailing service from the staff. Without exception, the staff were friendly and efficient. Undoubtedly, the hotel's best asset. If this is what guests experience each visit, there will be more return visits. Thank you. 03 April 2014
Rated 5.0 out of 5.0 by I love this place! We stayed at sanctuary Cove for a special treat and had a great time. The staff are so helpful even after checking out - we left something in the fridge that they retrieved and held for us. The pools are fabulous, the breakfast buffet yummy and the bed very comfortable. We will be back! 02 April 2014
Rated 5.0 out of 5.0 by Fantastic service We have been priority privialage members for 14 years and were about to discontinue with the program until we stayed with the intercontinental sanctuary cove. We choose the club rooms and are very pleased with this service. We were delighted with the changes since our last visit in oct 13. We found the staff excellent esp Jeremy who we found had recently joined the hotel. Because of the service we received we will retain our priority membership and keep coming back to the hotel Well done 31 March 2014
Rated 5.0 out of 5.0 by Five Stars all the way From checking in to checking out, this was an excellent experience. The service was excellent, the bed was soooo comfortable - it couldn't have been any better. If I had to be a bit picky, I was not very impressed with our lunch we had by the pool. This would not stop be visiting again though. 27 March 2014
Rated 5.0 out of 5.0 by Soothing, comfortable resort Our return visit, and this one lived up to expectations as usual. Attentive, prompt service. Professional and courteous staff. Delightful, peaceful surroundings. One improvement to further enhance stay = bed comfort. Highly recommended. Quieter and more tranquil part of the Gold Coast for less hustle and bustle vs Surfers Paradise. (not during Boat Show season). 27 March 2014
Rated 3.0 out of 5.0 by points What happened to my loyalty points. once again at Sanctuary cove I have had to chase my loyalty points 15 March 2014
Rated 5.0 out of 5.0 by IUni I found my stay at sanctuary Cove very comfortable a beautiful place I really don't have any negative thing to say I just love the place and I would recommend it to anyone love the service ,love the room,love everything about sanctuary cove.keep up the good work 09 March 2014
Rated 5.0 out of 5.0 by EXCELLENT CUSTOMER SERVICE, GREAT PLACE TO STAY We attended a Wedding which took place in the chapel at Sanctury Cove. The place has amazing view, the staff were very helpful they even transported us via golf buggy to the chapel. Thank you! A great stay! 07 March 2014
Rated 4.0 out of 5.0 by Great conference venue Having booked to attend a conference, I was surprised breakfast was included in the room rate & of very good quality. The room was clean, spacious & air conditioned, a bonus for a humid Feb in Qld. Also golf buggies are available to transportt you around the hotel. The conference facilities were adequate & the catering was very good. Another bonus was a late check out on Sunday so we could enjoy the pool. The only negative is the hotel is half way between Brisbane & Gold Coast airports, so that maybe seen as a transportation issue. 26 February 2014
Rated 5.0 out of 5.0 by Spectacular Extraordinary Sublime This IS the only place to stay on the Gold Coast. Monique's outstanding leadership and eye for detail clearly shines through, as the management and staff are engaged, attentive, aware and give amazing service. Little touches such as lagoon pool toys and floats, and personal, genuine "thank for staying" comments make the Intercontinental Sanctuary Cove simply our only choice. What a lift at every level since she, her team and the IHG group took over. THANK YOU to Monique and the whole team. we can't wait to be back!! John & Nic - Platinum Ambassadors 26 February 2014
Rated 1.0 out of 5.0 by my stay First off, staff were great. Very friendly and helpful. The room itself was a major disapointment. All the furniture in the room was old and very tired looking. The chair had stains, the carpet mat was stainded and THE OUTSIDE furniture was junk!! Broken stained and ripped. The tv was not working properly and picture kept dropping out. The walk in robe lights were not functioning. Most annoyingly the bathroom lights were not functioning either!! I had to use a lamp from beside the bed just to have a shower. Spare toilet paper just left on floor.. Mould inside shower and on tile grout on shower exit tiles. YUCK!! Cracked and peeling paint just topped my stay.. Its such a shame because i love staying in sanctuary cove but will rethink my accom plans in the future. I really hope this feedback helps u sort out the many numerous problems i incounted.. Mark Torcaso 22 February 2014
Rated 4.0 out of 5.0 by New Year Stayover. Really enjoyable,comfortable and relaxing stay. Pool was fantastic(although people reserving poolside shaded chairs and then going back to their rooms for hours must be stopped). Close to Sanctuary Cove Marina with all its shops. A real warm welcome when we arrived with Ken greeting us and looking after our car. He also took care of the fault we had with the TV & Fridge in our room later that evening,good service & prompt. A very enjoyable stay and Ken was there to see us off and he remembered our names. 21 February 2014
Rated 2.0 out of 5.0 by Intermediate Intercontinental Stayed 3 nts 15-18/2/14. Am a Intercontinental Ambassador member & have stayed at many InterContinental hotels all over the world - this was probably the low point. Booked a King Club Marina View - Ambassador auto upgrade to a car park view, albeit a larger ( Homestead) suite. Tried to run a bath - got brown water for half an hour - asked reception, they said some work have been going on - asked why they hadn't told us or flushed the system themselves - no real response. Had requested turn- down after 8pm each night, chap turned up at 6pm. Sunday breakfast in the Club was quite an experience. The form is you can order a cooked breakfast there & they get it from the restaurant. There was one member of staff trying to serve 55 covers. Unsurprisingly, through no fault of his own, he failed. Consumable items weren't replenished and, after waiting over half an hour, we walked out ( as others had before us) and went to the restaurant ourselves. I spoke to the club manager (Anthony?) who said he would speak to the chefs!!! Hardly their fault, he should have had more staff in place, surely the number of people having breakfast wasn't a surprise to him. We went out for the day, returning after 4pm to find the room unserviced. Spoke to the Duty Manager who said they 'planned to have the rooms serviced by 5pm'. Asked him were we to use dirty towels if we wanted to shower before the Drinks & Canapes service started in the Club lounge at 5pm - no real response. Again more staff would get the work done quicker. Apparently the owners swapped franchises from Hyatt to Intercontinental in late 2012. They don't seem to have made any great additional investment, with pre-printed 'Intercontinental' sticky tape covering the old brand on in-room signage whilst still using Hyatt labelled bed linen over a year after the change. Not the level of service you would expect from an Intercontinental Hotel. Disappointing. 19 February 2014
Rated 5.0 out of 5.0 by Enjoyable Weekend Everything about this resort was up to scratch. Room, amenities and friendly staff. This is the second time we have had our work conference here and both times it has been excellent. Well Done. 16 February 2014
Rated 5.0 out of 5.0 by Service Your hotel was a great experience, but what stood out for us both was the high level of personal service offered to us buy your amazing staff. The service was by far one of the best i have experienced so far, and will definitely be returning. 12 February 2014
Rated 3.0 out of 5.0 by Natalie and Adrian excellent porters On entering room found the room not acceptable for cleanliness and reported to front desk but nothing done until we reported it next day, in the afternoon after room was serviced. Then house keeping staff and management came to view the room and got it cleaned for evening were very apologetic but spoilt our stay. 06 February 2014
Rated 5.0 out of 5.0 by IN A WORD " PERFECT " I recently had the great pleasure of staying in what I would regard as one of the very best Intercontinental's I've been to, that for Ambassadors of the IHG privilege program, you will be hard pressed to find better. They have set the bar for this and they have set it very high. In fact I must say I have stayed at many Intercontinental Hotels as an Ambassador, and as such this comes with privileges and perks, and never, except in this Hotel have they all been delivered and in every part, and so well done, it was Perfect. From the moment you arrive you have a sense of arriving somewhere special, the immaculate entrance with views to the stunning gardens, fountains and the lagoon are wonderful. You are greeted by fantastic staff who do every thing so well and so seamlessly. Everything including my welcome pack was ready and I was given a warm welcome by the duty manager Mr.Lord. I was taken to my marvelous room by a knowledgable and adept bellman in a golf buggy, that's the quickest way to move around this resort. The room was simply Perfect, a wonderful view across the lagoon to the marina and waterways beyond. There was a brilliant King size bed that felt like a marshmallow of soft cloud, but still offering good support. Lovely pillows and nice downer, I really didn't want to come out of the bed, but there's so much to explore so explore I did. I should also mention they have some lovely bathroom amenities from Agraria which I've only found at one other of my favorite Intercontinental hotels in San Francisco. The property has lots of walking trails among beautiful tropical gardens, a modern golf course with good club facilities, a state of the art gym, and great IHG club facilities if you pay that tad more for a club room, I find that it's worth it for the drinks and canapés along.The Restaurants in the hotel are excellent the Fireplace restaurant is first class, divine food, excellent service and just Perfect. The following morning I had the breakfast buffet in the Cove, which is first rate, with a chef on hand to cook you your eggs just the way you like them. It would be amiss of me not to mention that this was a very impressive buffet that offered everything, things you find parts of or not at all at other hotels had all been included here, just Perfect. I had the privilege of meeting the GM Monique, when I found out that she used to manage the Crowne Plaza in Alice Springs it all made sense why everything was so lovely, I shall say it again, Perfect. She is a skilled and talented manager with a great passion that gets the best from her team, and this passion reflects amongst all the staff, who know they are working somewhere special and proud of it. There are some that might find this hotel in parts a tad old or tired, but if you look past these cosmetic things, that are soon to be renovated, then one really could not fault a thing. All the staff that I dealt with are brilliant, all food was superb, fresh and tasty, five star. The room clean, beautifully decorated and quite. It really was all so Perfect. Thank you to all the staff at Sanctuary Cove for making my stay such a memorable one, I shall return. As a 12 year Platinum Priority Elite member of the IHG Priority Club and an Ambassador of the IHG privilege, I give this resort my full endorsement. 05 February 2014
Rated 4.0 out of 5.0 by Great staff The staff were brilliant at the Intercontinental Santuary Cove. In particular Summer in the restaurant and pool bar! Another staff member that we met at breakfast that had moved from Katoomba with her family and younger children - was an absolute delight and made our breakfast very enjoyable. The dinner was lovely as was the pool - until it was closed due to a lost pool cap - totally unavoidable! We were not offered our complimentary newspaper - which can be avoided due to the exemplarary customer service - even going to our car to get my extra luggage due to my forgotten swimmers! It's lovely to see that customer service is not forgotten 04 February 2014
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Sanctuary Cove Resort
  • Manor Circle
  • Sanctuary Cove , 4212
  • Australia
  • Front Desk +61-7-55301234

  • Driving Directions
  • Transportation
  • Parking
   

Languages spoken by staff

English, Spanish, French, Hindi, Japanese, Turkish

Pet Policy

Service animals and guide dogs are allowed. No other pets are allowed.
  • Local Time

    4:00 PM
    • CHECK-IN

      3:00 PM
    • CHECK-OUT

      11:00 AM Late Check out Available
    • Evening Reception Desk Open

    Currency

    • Australian Dollar $ (AUD)

    Accessibility

    • Service animals allowed
    • 2 Room(s) with Accessibility Standards
    • Parking