Four Points by Sheraton Bintan, Lagoi Bay

Nice clean place with good facilities. Breakfast and the staff were excellent

The drinks and food are expensive compared to the local restaurants. If it was more reasonable we would have spent more in house.

Rooms were comfortable. Breakfast options were good. The pool was clean. Biggest plus was the Kids Club and the beach. The staff at the Kids Club were so kind and proactively offered to engage the kids and did craft activities with them and made them feel comfortable. The beach was also pretty clean and mostly empty and kids enjoyed the time spent there.

Lunch and dinner options can be greatly improved. As many reviews called out, lunch was average. Lagoi Bay has several restaurants that has a good menu and I felt were value for money and is walkable from the resort. Resort's restaurants don't even have kids cutleries and most of the staff at both restaurants and spa don't understand english properly too. Not sure if it was just us who felt that. Spa was average as well. Heard that spa outside(SpaLab) was decent. The cabana rooms has a balcony that were not clean and the couch gets completely wet as we went during rainy season.

Words cannot fully express my deepest gratitude to the staff of Four Points by Sheraton Bintan, especially Mr Dwi Santoso and Mr. Adera from the Security team, and Mr. Budi from the Concierge. . During our stay, my mum unfortunately suffered a fall after showering at night. Without delay, the staff carried her from our room to the car, drove us to the nearest clinic, and stayed with us throughout the entire ordeal. When the clinic referred her to the hospital for an X-ray, Mr. Santoso and Mr. Adera stayed by our side from around 9pm until 3am, even though they had already gone beyond their working hours. They helped us with interpretation, guided us through the medical process, and constantly made sure that both my mum and I were comfortable and well taken care of. Their patience, kindness and genuine concern gave me so much reassurance during what was an extremely stressful night. I would also like to give special recognition to Mr Budi, who went above and beyond to assist with our ferry ticket arrangements with the ferry terminal. He also ensured that the ambulance could access our room as quickly and comfortably as possible. What touched me most was that they personally sent our luggage to the ferry terminal when mum and me departed in an ambulance. Their care did not feel like simply doing a job but it felt genuinely personal. The hotel also went above and beyond by extending our check-out without any additional charge, allowing us to remain in our room comfortably until my mum could be picked up by the ambulance to the ferry terminal. This was such a thoughtful gesture at a time when we were anxious and uncertain about what would happen next. I have stayed at many hotels, but I have never encountered such a strong sense of professionalism, compassion and ownership of service. Every one of them took pride in what they were doing, and they did it with warmth and a smile. Four Points by Sheraton Bintan, you have a truly exceptional team!

Nothing :)

The ferry transfer was smooth and well organised, the staff happily moved us when our first room smelled of mould, and they also granted us a late check-out to reduce our wait for the ferry. Throughout our stay, the staff were consistently friendly and professional—it was the management and standards that let the hotel down.

I've stayed at many Sheraton hotels over the years, so it was particularly disappointing that this was by far my worst experience. The hotel feels tired and in need of refurbishment, particularly the outdoor areas. Around the pool, the paving is cracked, there were loose wooden boards and small stones scattered around, while the pool itself had missing tiles and sections of rubber edging coming away. It also didn't appear to be cleaned frequently enough. There were nowhere near enough sunbeds for the number of guests, leading to the familiar "towel reservation" race before breakfast each morning. While the hotel can't prevent this entirely, there is plenty of space to add more sunbeds. Some also lacked umbrellas, there were no staff regularly attending the pool area to assist, and the Wi-Fi signal around the pool was poor. Breakfast was the biggest disappointment. The staff were friendly and clearly doing their best, but they were overwhelmed by the number of guests. We waited almost 30 minutes for our eggs and noodles, our tea never arrived, and although the buffet offered plenty of choice, the overall quality fell well below what I'd expect from a Sheraton. I'd much rather see a smaller selection of better-quality food than a huge buffet that disappoints. We also weren't told at check-in that Friday and Saturday evenings are barbecue nights, with the à la carte menu unavailable. Knowing this in advance would have allowed us to make alternative dinner plans. The restaurant was also poor value for money. My fish and chips looked more like a child's portion, and the drinks were similarly overpriced. Overall, it felt as though the hotel was prioritising occupancy over maintaining its facilities and service standards. A busy hotel is understandable, but it should be matched with appropriate staffing and maintenance.