The Sanchaya

The restaurant team was the bright spot. The servers and chef were courteous and friendly, and handled every small change to our meals. Check-in and checkout at the ferry lounge were also easy. Otherwise, our CNY stay was a major disappointment. We bought the hideaway package with flexible check-in and checkout, subject to availability, plus estate credit. I’d urge people to call first and confirm the resort can honor it. They didn’t offer us flexible check-in, and we waited patiently for three hours. They also wouldn’t extend checkout by even an hour. The spa had no openings during our three days there. We eventually managed to book a session, but they couldn’t extend it because they didn’t have enough staff. The tour was rushed and basic, and after check-in we didn’t see the managers mingling with guests or asking about their stay. When we asked for 90 minutes of late checkout, manager Nava confronted me with, “what do you want us to do? Increase the number of rooms?” It was patronizing to assume that was an acceptable way to speak to a guest. If they can’t add housekeeping or facilities staff for peak season, that’s a management issue. If they can’t handle full occupancy, they shouldn’t offer that flexible package then. Knowing a guest’s name and offering water is basic courtesy at a high-end resort, not impressive service for a place claiming five stars. Service overall was lacking, and lower-level staff weren’t empowered to make even basic decisions. We had to go through three levels of staff just to be told to wait until the next day for a manager to decide. The first answer to every little request was “it’s chargeable.” We were paying close to 1300$ a night and were fine paying extra for what we asked for, so that constant response was just frustrating. It showed how little trust they seemed to have in guests. We’ve stayed at high-end properties around the world, and this doesn’t feel like one. At best, it’s a bed and breakfast with nice rooms and a clean beach. The service doesn’t live up to the luxury claim. An hour after we spoke, the manager called and offered another room until departure, saying she’d needed the owner’s permission. Does this place run like a resort or a homestay? A guest shouldn’t have to get to this point to have a request understood. We declined and are leaving early.

For five nights we stayed in what felt like a little paradise. It was our first trip to Indonesia and Bintan island, and after traveling extensively I can’t recall another resort or hotel that ticked every box for me. The location was second to none, the food was top quality, and the staff and service were exemplary. I’d gladly recommend it to anyone. Give yourself the chance to experience this resort.

Greg and the whole team made us feel cared for from arrival onward, and we left refreshed and impressed. We’ll absolutely come back, and I’d recommend the hotel to anyone hoping for a great stay. I don’t usually write reviews, but this one felt worth sharing. The team paid attention to details and treated us like valued guests. They remembered our preferences, gave thoughtful recommendations, and greeted us warmly. Every exchange felt genuine, and it was clear the staff take pride in their work. The service was impeccable, and every part of the visit went beyond what we expected.

The villas are gorgeous and modern, with plenty of space. We loved the restaurant food, and the pool, with its ocean view, is the best I’ve ever been in. Even with a child, this place is a must go, and I highly recommend it. This beachfront hotel is a real hidden gem. From arrival at the terminal, everything was excellent. They’re the only ones with a private lounge, and the staff are some of the nicest people ever. They remember the little details about you and your family.