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“Good resort apart from a couple of issues”

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Sugar Beach Mauritius
Ranked #4 of 18 Hotels in Flic En Flac
Certificate of Excellence
Reviewed 4 weeks ago

We stayed here for a week in January 2018. We chose this hotel as from the reviews we noted it was a family friendly hotel & we were traveling with a 15 month old baby.

First impressions - lovely looking hotel with an impressive entrance & grounds. Easy check in with welcome drink. There are steps from the reception area to the grounds where the rooms are & there is no lift for this hence it was a hassle with the stroller as we always had to take the little one out & carry baby & stroller separately. These steps can be quite slippery in the rain.

Rooms - standard. Just about enough room for our luggage. Enough towels & complimentary toiletries, & also complimentary bottled water daily. Whenever we ran out of anything or needed anything they were quite quick to attend/replace. The path leading up to the rooms was also quite tricky with the stroller due to the path not completely paved with patches of grass in between.
Wifi was very good throughout the hotel.

Sun kids club- this was just behind our room which was handy. The kids club was great for our little one. Lots of toys, baby pool & pool toys. Our little one enjoyed spending time there. We didn't know until the last day that they offered a baby sitting service (at an extra charge).

Food - we thought the food was overall great. At the buffet, they had different theme nights & many items were cooked in front of you. There was plenty of items suitable for the little one & they can puree food for babies too. The only thing is we felt the food was a bit too salty hence may not be suitable for younger babies. This was our first big trip away with the baby but food-wise it was fine. As mentioned in previous reviews there are 2 restaurants for which you get credit for Tides & Citronella. We only got to eat at the Tides as the day we had the Citronella booked, it was closed due to the cyclone.

Staff - generally great. Very polite, friendly & at times nothing was too much trouble for them. Whilst we were there, there was a cyclone & we had to stay within the hotel grounds for 2 days, we had some minor issues with lights etc but they were very quick to attend when called.

There were a couple of issues we weren't happy about.
Firstly we booked this holiday in order to celebrate my husband's birthday whilst there. At check in we were asked about the date of our wedding anniversary so that they can do a surprise for us, I mentioned that its not our anniversary but it is my husbands' birthday
in 2 days & I was told that there would be a little surprise for the birthday. However, the birthday came & went & there was no surprise cake or anything. I didn't think too much of it but during our stay we saw twice the celebrating of birthdays of 2 different guests with a surprise cake & singing by staff etc, this was quite disappointing.
Secondly, one night our baby woke up in the night crying & it was difficult to settle, the neighbours started banging & shouting through the interconnecting door which was quite distressing for us & baby. The next morning at breakfast, we were approached by ?guest relation manager about this who gave us the option of changing rooms as the neighbours were unhappy. We decided to change rooms as we couldn't go through another night of someone banging/shouting if our baby woke up crying. We felt the situation wasn't handled fairly especially as the room given to us was not like for like (there was less floor space for luggage/baby cot etc) & we spent our time unnecessarily packing/unpacking in order to change rooms. Travelling with a small baby, you tend to have a lot of stuff. We did speak to guest relations about the above concerns but then no one got back to us.

All in all it was a good stay, & we would consider staying again due to the kids facilities.

Stayed: January 2018, travelled with family
2  Thank b_5London_UK
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Reviewed 4 weeks ago

This is not a 5 star hotel. Don't be fooled by the "all inclusive" as every hotel on the island offers this benefit. Quality of service is extremely slow and not focused around the customer at all. Poor administration team, lack of management oversight. Staff frequently forget to do up the rooms and if your luckily enough to have it done you will have to fight to have your mini bar restocked. when trying to engage the famous boat house, with your complementary water sports the staff answer your questions with other questions. I would not recommend this hotel not even as a 3 star.

Room Tip: Dont bother getting all inclusive, highly limited options
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  • Stayed: January 2018, travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
4  Thank DarylBart
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nicolas D, General Manager at Sugar Beach Mauritius, responded to this reviewResponded 4 weeks ago

Dear DarylBart,

It was a pleasure of having you staying with us at Sugar Beach Resort and I would like to thank you for taking the time to share your experience.

I am obviously sorry to read that we have not entirely lived up to your expectations as far as or facilities and services are concerned. There is always room for improvement and will use your feedback to re-establish standards where necessary and re-enforcing our training so as to achieve excellent levels of service even when the hotel is at high occupancy.

It is always our goal to have satisfied customers and would sincerely like to have the opportunity of regaining your confidence in Sugar Beach Resort and to show you the better side of the resort.

Best Regards,

Nicolas de Chalain
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 weeks ago

Arrivals:
2 out of 5 - no welcome drinks and for a 5-star resort, nobody to greet you. It was hot, so did I mention no welcome drinks. They did however take your bags directly to your room which was a plus. It was however not like a whole tour bus arrived at once - we were 9 people (3 families arriving on the same bus) 2 of the families (4 adults 2 kids) were travelling together.
Restaurants:
Buffet - like another reviewer stated, kind of like a kindergarten on meth. People everywhere, so come early - DONT come late. Variety of food is good with different themes every night. Breakfast is standard buffet style but service for a 200 plus audience can be expected to be lacking / impersonal.
Citronella's - excellent service, good menu, stunning location, I would recommend eat there as often as you can but be careful, over a week you could run out of options on the All Inclusive package menu.
Tides - keep it to the cocktails and light sandwiches, Pizza bases are like baked sandles - very VERY tough. Cocktails were kind of inconsistent but still went down well - sometimes it could knock your sandles off, other times they could have been virgin cocktails. La Pirogue's cocktail bar seemed better.
Kids Club:
Ours (8 & 11) lost interest in 5 minutes - they run an agenda but the baking competition was actually making sandwiches which the "judges" (caregivers) ate most of in order to "judge". Kind of like a lets-make-lunch-for-everyone-to-share competition. The kids have far more fun beach and pool-side.
Rooms:
Rooms were fair. I've traveled to some of the furthest corners in Africa and have stayed in far superior 5 star rooms. Would rate them about 3 star. Beds were 2 double beds, not queens so you will not sleep 2 average adults in a bed together too comfortably. Possibly good for Honeymoon, not so much for family. If you have older children, rather pay for an extra room or book at La Pirogue. Beds were not turned down at night when you were out to dinner, nor was there an offer to do so. Thus no chocolate or the like on your pillow at night - has happened without fail in some of the deepest spots in Africa. Cupboard and drawer space was more than enough for a family of 4 so that was actually excellent. Here's the kicker - they put a Nespresso machine with 3 capsules in your room....only the first capsule is free! Seriously at about ZAR 5 per capsule (USD 0,41)?? Really, come one!! Normal sachets of coffee, sugar and creamer are available. Minibar and snacks are plentiful but pay attention to what is all inclusive and what is not! Non-AI is expensive.
WiFi is everywhere, acceptable speeds and free so that is good, but no better than any other 3 star hotel. What is good is you can call for different types of pillows - we got a set of memory foam pillows.
Bathroom:
No double vanity so that was cramped for the 4 of us. Shower door would not open without scraping heavily on the floor, in serious need of maintenance. My wife and kids could not close it - it had to be lifted and solid glass doors are not light so ended up showering with it ajar, further cramping the bathroom. Toilet stall - door could not close - needed sever pressure to get it to latch - more maintenance needed. Offers in-room safe. Bathrooms no more than a 3 star.
Service:
Oh boy - if you can find a quiet corner at the breakfast area - you will be forgotten. If you get there early, go around and sit next to the smoking section - you have a better chance of some service there. If not, sit with the masses and experience your boarding school days again. Pool side service is great - they really seem to focus on this but reserve your lounger as early as possible - a towel on a lounger however could or could not signify someone is using it - you will see that it was not being used by the towels still left on the loungers at 7pm at night - those were the unused ones! There is however enough space for all - no need to lie on the sand / bricks. Having your door knocked on at 9pm at night asking if you wanted more towels was a bit off-putting. Normal protocol across the world is throw the towel in the bath to have it replaced otherwise hang / fold. That does not happen for you either. If you call reception for something and they need to put you through to another service line, they don't transfer you, they tell you to dial another number??? Reminded me of my banks call centre!
Pools:
This is where they shine...literally. Magnificent pool, huge, no issue of crowding, lovely kids pool area adjoining main pool and safe.
Beach - quite a bit of corral in the waterline so take beach shoes / sandles - otherwise you wont be moving too freely in the water either. I didn't and it was manageable but you had to tread carefully. Still better than full corral beaches. Rest of the beach, sand was powdery and great.
All in all, great for kids, a bit pricey for a 5 star and would rate it a 3.5 star hotel with 24 hour room service - if you use it you chose the wrong place for a holiday....or are on honeymoon!

Room Tip: Ground floor room on the ends have no one above you. Beach front villa's have excellent location...
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  • Stayed: January 2018, travelled with family
    • Sleep Quality
    • Service
1  Thank eugenes183
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nicolas D, General Manager at Sugar Beach Mauritius, responded to this reviewResponded 3 weeks ago

Dear Arthur S,

It was a pleasure of having you staying with us at Sugar Beach Resort and I would like to thank you for taking the time to share your constructive feedback with us.

I am obviously sorry to read that we have not entirely lived up to your expectations as far as or facilities and services are concerned. There is always room for improvement and will use your feedback to re-establish standards where necessary and re-enforcing our training so as to achieve excellent levels of service even when the hotel is at high occupancy. It is always our goal to have satisfied customers and would sincerely like to have the opportunity of regaining your confidence in Sugar Beach Resort and to show you the better side of the resort.

We are actually working on plans to uplift our facilities as a part of our continuous efforts to meet our guests’ expectations. Rest assured your comments and suggestions are well received and we have shared your points with relevant teams concerned

Best Regards,

Nicolas de Chalain
General Manager

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

We first stayed at theis hotel in September 2015 and loved it. We were there to attend our friend's son's Hindu Wedding. When we were invited again to the daughter's Hindu wedding in 2017 the Sugar Beach was the hotel of our choice again. Everything about the hotel is fabulous. Our room overlooked the ocean. On arrival we were presented with a bottle of rum. When we checked in we were asked if we were celebrating anything in particular and as it happens it was our 41st wedding anniversary while we were there. The hotelpulled out all the stops. We had a five course meal at Tides restaurant on the hotel with cocktails and wine. When we returned to our room it had ben decorated with flower petals and the white towels were transformed into swans. They even had eyes! My husband received a complimentary t shirt and I had a sarong. We also had a bottle of wine. This hotel certainly knows how to look after it's guests. The ffod was extremly good, buffet style themed nights. The staff were caring and helpful there was nothing too much for them. I would like to send our thanks to the General Manager and all his staff for another wonderful stay at the Sugar Beach thank you all. Should we visit Mauritius again there is onky one hotel we would stay at and that's the Sugar Beach.

Room Tip: Best rooms in my vies=w are the sea view rooms.
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  • Stayed: October 2017, travelled as a couple
    • Value
    • Location
    • Service
Thank Laura198531
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nicolas D, General Manager at Sugar Beach Mauritius, responded to this reviewResponded 4 weeks ago

Dear Laura198531,

Thank you for your kind acknowledgement of our warm hospitality and the facilities offered. We make every effort to maintain the high standards of facilities and quality services proposed, and we are delighted that your holidays were beyond your expectations.

Furthermore, I am specially pleased to learn that you found our team members friendly. Thank you very much again for your kind words and your warm praise of our hotel. I shall certainly forward your feedback to the entire team, as I am sure that they will feel more motivated to work even better.

We value all your comments which help us to continue to strive for perfection and look forward to welcoming you again soon.

Kind regards,

Nicolas de Chalain
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 weeks ago

As frequent travellers to Mauritius and globally, Sugar Beach still remains one of our favourite hotels. It has been said that the island is a paradise. For us, this hotel typifies this paradise for its excellent beach, grounds, facilities and staff. The staff are exceptionally pleasant, chatty and helpful, and have made our holiday in this beautiful resort truly memorable. We took full advantage of the water sports, gym and golf facilities, all of which were well organised and run by very helpful and pleasant staff – no request was too much trouble! We gave in to the fusion of tasty food in the restaurants and the great service - sadly now more dieting is required in UK!!! No doubt we will return to this superb hotel in the very near future.

  • Stayed: January 2018, travelled as a couple
    • Location
    • Rooms
    • Service
Thank Allen S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nicolas D, General Manager at Sugar Beach Mauritius, responded to this reviewResponded 4 weeks ago

Dear Allen S,

Thank you for your kind acknowledgement of our warm hospitality and the facilities offered. We make every effort to maintain the high standards of facilities and quality services proposed, and we are delighted that your holidays were beyond your expectations.

Furthermore, I am specially pleased to learn that you found our team members friendly. Thank you very much again for your kind words and your warm praise of our hotel. I shall certainly forward your feedback to the entire team, as I am sure that they will feel more motivated to work even better.

We value all your comments which help us to continue to strive for perfection and look forward to welcoming you again soon.

Kind regards,

Nicolas de Chalain
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Sugar Beach Mauritius

Address: Wolmar, Flic En Flac, Mauritius 90521
Phone Number:
Region: Mauritius > Riviere Noire District > Flic En Flac
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Family Hotel in Flic En Flac
#1 Business Hotel in Flic En Flac
#4 Romantic Hotel in Flic En Flac
#4 On the Beach Hotel in Flic En Flac
#4 Luxury Hotel in Flic En Flac
#4 Spa Hotel in Flic En Flac
Price Range: $2,191 - $5,375 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Sugar Beach Mauritius 5*
Number of rooms: 258
Official Description (provided by the hotel):
At the heart of 12 acres of tropical gardens, the luxurious Sugar Beach Resort extends along a vast white sandy beach bordered by the sparkling turquoise waters of the Indian Ocean. An idyllic setting surrounded by lush greenery and open spaces, this cool Mauritian Resort displays a colonial style blended with contemporary architecture. The restaurants, beachfront and inventive gourmet kitchens complete this romantic setting which is ideal for a honeymoon or a dream wedding in tropical paradise. Sugar Beach also offers a unique concept with the Aura Spa & Hammam Fitness Centre, unique in Mauritius. The unrivalled comfort, well planned layout and diversity of land and water activities make this resort a perfect holiday destination for families and honeymooners alike. ... more   less 
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Also Known As:
Sugar Beach Hotel Flic En Flac
Hotel Sugar Beach
Sugar Beach Resort Mauritius

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