The SIGAR Hotel at Sutera Bay

The hotel itself was fine, but the service fell short. The pool had no towels, just three sun loungers and almost no shade, and getting there meant navigating a maze of locked doors that didn't always work. In the room, there was one roll of toilet paper for four guests. When we asked for more at a reasonable hour, it took three hours and repeated reminders. The second key we requested opened the room but not the elevator, so it was useless. Before our stay, the hotel's account had apparently been hacked. We booked through Booking.com and got scam messages on WhatsApp and through the official Booking.com account asking for our credit card details. When we reported this at check-in, the staff showed no concern or remorse and gave no apology or follow-up. One genuine plus was the independently run laundromat on the ground floor.

After a late-night flight, we reached the hotel around midnight, exhausted and hoping to shower and go to bed. There were no towels or hairdryer in the room. I contacted reception but got no response, so I went down to the front desk. They told me staff wouldn't be available until 9am the next day, without offering help or another solution. I had to ask a second time and explain that I needed at least a hairdryer because I didn't want to sleep with wet hair. They eventually provided one, but I still couldn't get towels. Basic things like towels and a hairdryer should be available. After a long journey, guests shouldn't have to keep chasing staff for essentials. The lack of response and unwillingness to help made our stay start in a really frustrating way.

The shower area was moldy, its floor didn't direct water to the drain properly, and we had to lower the water flow to stop the washroom flooding. There was no curtain or door between the shower and toilet. The washroom door was broken and could only be closed if locked. This so-called "4" star place felt like a fake "new" hotel and a trap, though I can see why people booked the quadruple room for its price. The washroom was already wet at check-in, as though there might have been a leak, and it looked as if housekeeping hadn't cleaned it properly. We got only two bath towels a day. On one day they partly serviced our room, making the bed but leaving the bathroom as it was and not replacing towels. There was no room phone to call for help. My husband went to reception for towels, and they gave us four, but two had heavy, disgusting stains of who knows what.

We stayed on 27 Feb. The hotel was new and nice, and the staff were lovely and spoke Chinese. The two women who helped me check in made it go smoothly. When I asked for a refill, they kindly sorted it out. Irah and Iyann were the young women's names. We had a happy stay and loved the service 😊🫶🏻