Rated 4.4 out of 5 by 286
Rated 3.0 out of 5.0 by Miche00 Uncomfortable beds and lost luggage
We stayed here last weekend, and I have to say I felt it was way overpriced. Definitely not a family friendly place. Nothing really for teenage kids to do. The beds were uncomfortable, we had booked for two nights but ended staying just one night as it's more comfortable at home. More sun lounges are needed around the beach pool. The restaurants are very over priced and so are the drinks. $16 for a cocktail. Our bags were put into the room next door to our room. No one could seem to find our baggage for 1.5 hours. Very disappointing as we went there for my birthday weekend. Can't see us returning.
06 November 2013
Rated 4.0 out of 5.0 by Corky666 Great Staff
Your staff were extremely polite. Everyone said hello with a smile on their faces.
The room was less than I expected, however the bed was comfortable.
06 November 2013
Rated 5.0 out of 5.0 by RobynR Can't wait to go back!
Everything was fantastic, staff were truly amazing and my husband and I can't wait to go back again.
05 November 2013
Rated 5.0 out of 5.0 by Kalew14 Great Service & Excellent Club
I found the service beyond reproach from the moment I checked in until I left. I stayed over the Labour Day long weekend and the hotel was very busy but still got that individual attention and high level of service this hotel is renowned for. I am a Gold Ambassador member and found the staff went the extra mile.
I particularly enjoyed the use of Club Intercontinental and its amenities. I would not hesitate in recommending this brand and more importantly this hotel.
03 November 2013
Rated 5.0 out of 5.0 by Wombat11 Excellent experience
We stayed for the first time. Experience was excellent in particular the staff. Highly recommend
02 November 2013
Rated 1.0 out of 5.0 by garmag4854 Noisiest Airconditioner Ever
We arrived as part of a wedding guest group and duly booked in at the earliest time of 3pm on the Saturday. We noticed on entry to the room that the air conditioning was a little noisy, but as the room had just been serviced we assumed that it met the necessary standard. We prepared for the wedding and left the room at 4.30pm. We returned to our room at 11pm and observed that the noise level had increased significantly, but we had little wish to involve maintenance personnel in rectifying the problem at that hour. During the course of the night the noise level increased to the point where it was impossible to sleep with, and despite the warmth of the evening we turned the thing off.
After notifying reception twice about the shortcoming we were visited by maintenance personnel who advised us that we would be shifted to another room. This was pointless as we were vacating in two hours.
I subsequently advised the General Manager of our less than satisfactory experience saying that had the account not been prepaid I would have disputed the bill entirely. I received a reply email apologising for the discomfort and asking us to be sure to visit with IHG next time we were in the area.
Probably not going to happen.
31 October 2013
Rated 5.0 out of 5.0 by Goodies24 Wonderful night away, we will be back.
My family stayed at the resort on a Saturday night for my husbands 40th. We have a 3 year old, 2 year old and a newborn so we thought we would go away for the night to celebrate.
No regrets what so ever, the resort was great, the staff were excellent and the buffet on the Saturday night was amazing. The kids had a ball swimming in the lagoon pool, getting dropped off at our room in a buggy and spacious grounds to play in, which made a very enjoyable weekend for us. We will definitely be returning for a longer stay next time.
30 October 2013
Rated 4.0 out of 5.0 by GrandTouring A Classic Queensland Experience
The location on the canals, with all that Sanctuary Cove has to offer is fantastic.
The Great House is stunning, which includes the small club room, which is a largely self service affair, which very different to our experiences in other InterContinental Hotels and Resorts. Having said that the club experience (while different) was still very good, especially the ambience, the food selection and that a hot breakfast could be provided.
As an Ambassador we where upgraded to a Homestead Suite, very nice, well appointed but the décor was a little dated, but comfortable.
The grounds are quite impressive especially the lagoon pool.
We had a most enjoyable time and would certainly return.
30 October 2013
Rated 3.0 out of 5.0 by cjdlc great service
we had a great experience with the staff, room and service up until the next day when my partner and I decided to go for a swim. I understand they need to police areas to keep out unpaying customers, but the tone in which this lady asked us if we were paying customers just made us feel so uncomfortable and just ruined the last bit of stay we had left. she was clearly someone a bit higher who was too important to worry about how she spoke to people. Other than that, everything else was pretty good.
25 October 2013
Rated 4.0 out of 5.0 by Inspectorchoc Great surroundings
Great pools and outdoor areas, the hotel rooms are a bit dated. Our son was playing in the Adam Scott junior classic tournament at the Pines, when my wife asked to be dropped of on the Pines course to meet me and my son, she was told that she can't go there by one of the staff. Instead she was taken to the Palms, she was again told she can't go to the Pines at the Palms. After many phone calls and assurance from the lady at the Pines pro shop she was allowed to come to the Pines. I was surprised that the hotel staff wasn't aware of the tournament being played at the Pines and player's direct family were allowed to view and dine at the Pines,
Overall it was a good weekend.
24 October 2013
Rated 5.0 out of 5.0 by EdiMc Always a delight!
Sanctuary Cove is a great place to stay. It is beautifully located with river, lagoon and golf course views.
The rooms are very well presented and the beds large and comfortable.
The grounds have been beautifully maintained and the pool and lagoon areas are lovely.
Staff are courteous and hard working. The Great House with reception, bar and restaurants is an elegant, visually stunning piece of architecture.
Although there is a limited in house selection of venues for meals, the hotel is only a short stroll from the Sanctuary Cove shopping precinct with lots of choice.
19 October 2013
Rated 5.0 out of 5.0 by Carmy Enjoyed
A unique resort hotel ,well managed and staffed, offering a quite special experience. The location,together with the facilities including the pool,restaurants,and golf course , combined with the above,make it a real winner.
19 October 2013
Rated 3.0 out of 5.0 by College90 Have stayed at better Intercontinental Hotels
We stayed in a Marina View Club Room which was on the lower ground floor. The building was closest to the main reception building. The rooms were very spacious and comfortable. We were disappointed that no water was supplied in the club rooms which are normally included in other Intercontinental Hotels that we have stayed at. The club room lounge was very limited with canapés and very limited with alcohol choices compared to other Intercontinental Hotels. Breakfast was great in the main restaurant. Staff very friendly on check-in.
16 October 2013
Rated 5.0 out of 5.0 by Whitchette Beautiful resort
Everything about this resort is excellent. The gardens are beautiful, a perfect place for hosting events. The rooms are extremely comfortable and of excellent quality. The staff are helpful and efficient.
Will definitely return.
16 October 2013
Rated 5.0 out of 5.0 by gsaussie Definately going back...
I great thank you to all the staff.
Senior staff, in the dining room... keep up the great work, but please check on those newer members of your crew.
Gary in the kitchen @ breakfast serves the greatest eggs, cooked to perfection, (don't let that one off the hook !!). He definitely rivals Tel Aviv !!
Room Service was prompt and friendly & really worth it.
Honestly in the 25 years that its existed (or is it more now ?), this was my first stay,(but I have visited previously), the property is showing signs of age, but IHG appears to have an honest upgrade path in place and the results can be seen. Full marks to the management for the improvements seen.
The level of care & comfort is true Intercontinental Style. my only problem which only occurred to me after I left, was that I wasn't actually shown or told where the club room was !! But heck, I really didn't miss it, the rest of the place was just so relaxing.
& folks,it is truly child friendly in all respects, thanks crew !!
16 October 2013
Rated 1.0 out of 5.0 by Michael62 Poor experience. Checked out early.....
Arrived 3.00pm October long weekend. Room not ready.
Told they would call us when available. 4.00pm, another 15 minutes.
A very distressed woman (crying at one point)from a bridal party had arrived much earlier than us, was voicing her concerns to hotel staff that her room was not ready and needed to prepare for the wedding. We we not offered club lounge access (part of room package booked)and had to wait at the lounge bar along with crowds of people that were attending weddings. After finally checking in at 4.30 we asked for directions to the club and a staff member showed us the way and said we should have been here earlier because from 2 to 4 there is a high tea. I recommend avoiding this hotel on weekends, they cater to weddings & impossible to access the hotels signature restaurant, the other option of the cafe is a disaster, poor service, under staffed.
Joined IHG as had excellent experiences overseas with Intercontinental, this hotel doesn't meet expectations.
11 October 2013
Rated 4.0 out of 5.0 by TerryL Great relaxing weekend break
it is unusual to use a hotel that is less than an hours from where you live but this weekend was different. The aim was to get away for a weekend and just unwind with my wife who is very patient with my regular business travel.
The Intercontinental at Sanctuary Cove is brilliant. They upgraded me to a Lagoon Room view at the quietest end of a building. They made us feel very welcome and delivered on comfort and relaxation.
The Hotel is minutes for the shops, cafes and restaurants in the Sanctuary Cove village which is a bonus as it is almost impossible to get into Fire Place the signature restaurant in the hotel because the Intercontinental is a popular venue for weddings and heavily booked most weekends.
For a refreshing and relaxing retreat with someone you love this is a great place for a getaway.
11 October 2013
Rated 3.0 out of 5.0 by Particle Not what it used to be.
I've stayed at this property many Many times over the past 10 years, now that intercontinental have picked it up it's not the same. I don't want to write a lengthy detailed review but some lowlites were:
Sloppy vallet, the staff seemed surprised that I wanted the car parked and although I phoned the car up in plenty of time it wasn't there when I arrived. Getting a pullout bed in the queenslander seemed a big drama for the staff (never used to be an issue with Hyatt) . Hit the pool at 2pm on Sunday and the bar was closed, no towels available , when I hunted down a staff member he said 'yeah we're out of towels here, we've been asking for more - you'll have to get towels from your room". Rooms are very old and tired - need a good update, not good enough for the price you pay. Phoning reception they mixed up my room number with another person - offered me a special breakfast rate - then when I told them they had the wrong person they explained I don't get that offer LOL - auckward... We ordered breakfast in the room and the order was missing cutlery, preserves and was stone cold. Yuck. I could go on , the point being it used to be a luxury hotel, it's lost the magic...
It was like somebody had taken the old Hyatt team hostage and put a new crew on duty in disguise as hotel staff - acting as hotel staff as a front for some new die hard movie...
10 October 2013
Rated 5.0 out of 5.0 by Amanda750 Wedding Chapel
We attended the most amazing wedding service held in the chapel, my niece's. The backdrop (over the water) made any photo look good. As a guest we were offered a special rate and received a spacious luxury room which was faultless.
08 October 2013
Rated 5.0 out of 5.0 by swanning2it Relaxing time out
Intercontinental Sanctuary Cove certainly met our expectations.
We chose a club king marina view room and were granted our Ambassador upgrade to a club king Qlder suite.
Everything was what we expected which resulted in a relaxing break, which is just what we wanted.
Only one thing.......coffee needs to be prompt at breakfast. Ours tended to be very slow, both staff taking the order and filling the order.
Club was very nice and well attended to by a very attentive and charming host.
05 October 2013
Rated 2.0 out of 5.0 by Wahine40 Worst memory for the first wedding anniversary
I stayed IHG at Sanctuary cove on 29tg and 30th of September 2013.
I book those stay through booking center and told them I would like to stay the hotel for 2 night on a marina view room on the top floor for my anniversary.
It was my first wedding anniversary on 30th.
The first, when I checked in, they gave me a ground floor garden view non of boats on Marina are visible from this room.
Of course I complains at the front desk, but a man he showed my uncomfortable face and told me that's the room on the ground floor is the one I hve booked.
I kept telling him which room I hve booked, and wanted to show my booking confirmation but my phone APP showed only the date and did not show the room detail which I hve booked for.
I never thought I need a printed booking confirmation to stay at IHG group hotel so I did not hve the one to show my booking information.
However, this man were kept showing uncomfortable face and I finally tells his are you giving me this room because I am Asian?
Then he said there is one another building on top floor is available.
He gave me a choice to see two rooms and of course we took a room on top floor where we could see boats on the Marina in a Rhapis building.
After I checked in, enter the room, there was no bathroom linens seted up for us(guests).
Another event occurred on the next morning, we went to main building to have some breakfast, one of stuff there was going to charge breakfast on our room even though my booking package was included breakfast.
When I checked out, I asked from desk staff why those happening had occurred? He said the room I booked for Marina view is actually the building where the guest could see gardens and lagoon. The building the Rhapis,we stayed is the garden view building and another building which can only see a garden is the Marina view is not really believable.
I use those international hotels in many countries and many cities, but only the staffs of Sanctuary cove are some how giving me uncomfortable feelings that they might look small at Asians or people not dressed up.
I strongly smudge at those staffs in Sanctuary cove should get training how the resort hotel in other places.
They need to know that Sanctuary cove is a resort hotel not a hotel located in CBD. The main purpos people stay there is to get relaxation with receiving Insternational standard hospitality.
I have stayed another international 5star group hotels and they provided at least one flower on the table when we checked in as they knew I am going to stay there on my anniversary day.
I wish this feed back would help improving hospitality at Sanctuary cove and strongly suggest staffs need training how to give a five star hospitality not how to behave that they are 5star class people.
This is a hotel located at near my house in Australia.
I often use this hotel facilities for business lunch and stay at lagoon fort relaxation. If the stuff service are improving like other resort hotels over the world, it is a gorgeous and lovely place to recommend to friends from another countries.
Australia is such a great country where I stay often in a year.
But just need to improve hospitality standard and especially Sanctuary cove stuff should need what is racism.
04 October 2013
Rated 4.0 out of 5.0 by Mim123 Nice surrounds but lots of bugs
When we arrived at the hotel room there was one spider on the wall and at least five other flying insects. After I called the reception, a lady offered to spray the room. I thought that was too late to be spraying the room just before I sleep (as we arrived in the evening). I was offered a replacement room quite quickly - in about 15 minutes. However, the other room had three small flies which I managed to extinguish before I went to sleep. One of these flies left a blood mark on the wall...
Otherwise, the hotel has got a nice spa and salt water swimming pool, which (as we were informed) was only recently refreshed (new water etc).
Also, just a stroll away from the village which has got nice restaurants and shops.
02 October 2013
Rated 5.0 out of 5.0 by ADPH Great family stay
Club rooms were well located and comfortable and the club lounge served the most delicious breakfast plus great afternoon tea & evening canapes. We loved the pool & lagoon area where we could relax while the children played. The only negative was a shower screen door that leaked. We look forward to returning.
26 September 2013
Rated 5.0 out of 5.0 by KenW101 Our Daughter's Wedding
The Intercontinental Sanctuary Cove hosted our daughter's wedding last weekend. The bridal party and many guests stayed at the hotel for the weekend.
Our guests remarked on the quality of the accommodations and the Hotel addressing their requests for early check-in or late check-out to enable them to get ready for the wedding.
The wedding ceremony was held in the Hotel's Glass Chapel. When our daughter first saw the Chapel last year, she refused to even consider any other venue. The Chapel was beautifully presented for the service and looks spectacular in the photos.
The reception was in The Fireplace. Again, it was beautifully presented and the Hotel met our daughter's every request. The food was excellent, the staff were friendly and the service was exemplary.
Kim deserves special credit for organising the whole day and ensuring it all went to schedule and without incident.
We would not hesitate to recommend The Intercontinental Sanctuary Cove to anyone seeking a venue for their dream wedding.
26 September 2013
Rated 5.0 out of 5.0 by Rockyboy17 Very nice hotel and facilities
The hotel is lovely , the rooms were clean and comfortable. The pool with the beach area is massive and plenty of rooms for kids to play without annoying adults who want to relax and read .
Hit and miss with understanding of how the Priority privilege card works though. The pool bar you could not order an entree as well as a main meal for 2 and get the proper discount for 2 people but in te verandah bar you were able to.
The verandah bar restaurant had a wedding reception there so would not fair to rate service seeing they were busy. The pool bar was Ok but not great, fish and chips were average , for less we could of dined at the seafood restaurant on the marina a few minutes walk away which we did the following day.
Breakfast is nice but very expensive and if you want a simple poached eggs on toast we were told we would have to pay for the full buffet so again we found a cafe on the waterfront and for $13 we had poached eggs on toast and a proper coffee.
The hotel itself and facilities are awesome , but the food options in between meal times are limited if your in holiday mode and choose to eat when you feel like it you will be limited to the verandah bag after 3pm and it is expensive for what you get .
If money is not an option then you will not be disappointed at all, but if you are like most of us who have some sort of budget , then take a few drinks for the in room bar fridge as well as a a few snacks, eat at the Marina restaurants and enjoy the hotel facilities and you will be very happy .
Overall a great place to stay , the food is a little disappointing outside of the restaurant and expensive but the staff are all friendly and helpful , great spot and close to the cafes and bars which have entertainment and music on weekends.
26 September 2013
Rated 4.0 out of 5.0 by Greg54 Fantastic Facility at Sanctuary Cove
Recently spent 3 days attending conference at the IC Sanctuary Cove. As a local to gold coast i had forgotten how lucky we were to have such a 5 star resort so close. I hadn't stayed there for nearly 5 years.
Rooms were clean, spacious, very comfortable: facilities excellent with the main beach pool being open: meals and catering fantastic.
Being so close to the Mariner and Restaurants you have so many options to wine and dine.
For a conference facility (over 240 attendees) the IC is one of the best I have been in in the world.
The staff were always friendly and very helpful.
No negatives to report only that I wish I could have stayed longer.
A great place for locals to get away and relax and yet be so close to home.
13 September 2013
Rated 5.0 out of 5.0 by Alyn Excellent stay...resort slowly being upgraded
I am a repeat customer who has stayed at this property many times. Now that Intercontinental have taken over, they are slowly upgrading the property. Stayed over weekend of 30/8-1/9/2013. Was given upgrade to Room 341 - very nice room which overlooked pool. This room has been renovated - new paint; new bathroom (tiles, shower, new loo etc.); but bed furniture and lounge furniture still the same. Lounge had a small rip in it. Screen door was a little dodgy. But otherwise very clean and fresh - a huge improvement on what the rooms used to be like. All the resort buildings are slowly being painted; new signage throughout resort; breakfast room has been renovated too. Unfortunately the lagoon pool was being serviced that weekend, so it was closed, but the other heated pool was open. Later, after checking out, we decided to stay an extra night. My husband approached the desk directly; was given a room, but were disappointed that we were not given the same rate as the previous two nights. We were given Room 231 - an old room not renovated - it was very tired, but clean; the only redeeming feature was it had a nice view over the marina. So if you are staying, ask for an upgraded room, as they have obviously not upgraded all rooms yet.
13 September 2013
Rated 5.0 out of 5.0 by MissyJ Gorgeous resort holiday
I had a recent weekend at the Intercontinental Sanctuary Cove for a conference. The location made a work weekend feel like a luxurious resort holiday.
Flawless unobtrusive service
Spacious comfortable rooms
Facilities and furnishings throughout the hotel were fresh and modern.
The catering for our event was excellent, completely top notch food.
All in all my main feeling on check out was I want to go back!
11 September 2013
Rated 4.0 out of 5.0 by VickiesDad September 2013
Quiet location, resort style complex with rooms some distance from Reception/Bar/Restaurant. Buggy transport available if you wait long enough. Bar service OK, but hate to see a busy night, and Restaurant breakfast service reluctant, but buffet good. Overall, Less impressed that I expected, but a good location overall.
09 September 2013
Rated 1.0 out of 5.0 by Polarbeargirl Not worth a visit
Stayed recently and was very disappointed with accommodation.
Our room was dirty, walls covered in squashed insects bird poo and spider webs. Bed cover also dirty. Upon complaining returned many hours later to find we were still in same room. Nothing done. Called reception again...still no room change...instead sent cleaners at 6pm to scrub walls . Called reception again...sorry madam ...will put you in refurbished room....but it wasn't !!!!!! Still old tired paintwork and certainly not worth the money.
Still waiting to hear from customer service...what customer service?
09 September 2013