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Reviews of Aore Island Resort

4 out of 5
Aore Island Resort
Aore Road, Aore Island, Aore

Reviews

9.0

Wonderful

Rating 10 - Excellent. 43 out of 69 reviews" "
Rating 8 - Good. 22 out of 69 reviews" "
Rating 6 - Okay. 1 out of 69 reviews" "
Rating 4 - Poor. 1 out of 69 reviews" "
Rating 2 - Terrible. 2 out of 69 reviews" "

9.2/10

Cleanliness

9.4/10

Staff & service

9.2/10

Amenities

9.0/10

Property conditions & facilities

9.0/10

Eco-friendliness

Reviews

10/10 Excellent

Des

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful resort overlooking the bay, great food, friendly staff, snorkelling off the beach, regular boat to Luganville.
Stayed 11 nights in Apr 2023

8/10 Good

Lauren

Stayed 7 nights in Apr 2023

10/10 Excellent

Deborah

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful resort in a very private location on a small island off the coast of Espiritu Santo. Fantastic chef and lovely people.

10/10 Excellent

Brett

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Will be back!
We had a great time at Aore Island Resort. The room was spacious and comfortable. The staff friendly and food was fantastic. There's lots to do around the property or the shuttle boat runs several times a day to drop you off in Luganville to catch a tour or explore on your own.
Stayed 3 nights in Dec 2022

8/10 Good

David

Liked: Cleanliness, staff & service, property conditions & facilities

10/10 Excellent

Logan

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Our absolute favourite spot in Vanuatu, property is amazing, all the staff and rooms were amazing, plenty of activities and tours available. Special mention to the owners Lisa, Brad and Daughter Montana. Above and beyond always keen for a chat. We will be back. Hope you had a good week off for the wedding!
Stayed 4 nights in Oct 2022

10/10 Excellent

Josip

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
OMG what a fantastic resort! We had the best 5 days at Aore Island Resort. The resort is beautifully maintained with lush tropical gardens and the bungalows have been designed and fitted out beautifully with so much attention to detail. Beds and pillows are very comfy and you can fall asleep and wake up to the sound of the ocean. You can snorkel from your doorstep and admire beautifully coral fish. There a a couple of lion fish right under the jetty and heaps of Nemos. Kajaks and subs are free to use. The food is outstanding - 5 star restaurant quality! And always prepared with love and served with a smile. They have a small menu that changes every day for lunch and dinner and offers a great variety of fish, seafood, meat and vegan options plus a outdoor pizza oven at the beach bar. The passionfruit cheesecake is a must! 😋 All staff are wonderful and make your stay that extra special. We had a beautiful jetty dinner to celebrate a special birthday. Big thank you to everyone at Aore Island Resort - we loved our stay and will definitely be back!!
Stayed 5 nights in Sep 2022

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 4 nights in Dec 2019

10/10 Excellent

Irene

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great place to relax and unwind in an amazing location.
Stayed 6 nights in Sep 2019

8/10 Good

Verified traveller

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Facilities well kept and rooms pleasant. Although free kayaks are advertised there was only 2 singles and three doubles all without back supports for all the guests but also used by visiting 'yachties'
Stayed 3 nights in Jul 2019

8/10 Good

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful setting , gardens were immaculate , could do with more lighting along the stepped path at night ! Food was a little disappointing, the continental breakfast was often ran out of choices at any time at breakfast , and the main meals tended to be very sauce heavy when more lighter dressings would have been a nicer alternative, otherwise a great location and nice accommodation, pool and beach.
Stayed 5 nights in Jun 2019

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service
Stayed 4 nights in Jun 2019

10/10 Excellent

caroline

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great experience!
It was a very nice stay, the bungalow in frobt of the beach is amazing, very private. Excellent for couple but also for family. You can use 4×4 bike, in good condition. The staff is extremly friendly. The restaurant is amazing, good cook, excellent meat! Overall very happy ! They have transport for the main island and can pick you up at tve airport for 1200vuv.
Stayed 2 nights in Feb 2019

8/10 Good

Verified traveller

Liked: Cleanliness, property conditions & facilities, room comfort
Good experience.Restaurant is the low point
Great location. The bungalows are really nice and you have your own private beach, with lounge chairs. You can snorkel from there. Take a kayak. The room itself is also nicely decorated. Main low point was the food in the restaurant. Only a dozen of options and mostly western food (burgers, pizza) without healthy choices or local food either which was a bit disappointing. We were also greeted by the managers who are really nice. Staff was not that friendly, compared to cheaper places we went to in Santo.
Stayed 2 nights in Dec 2018

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Fantastic location and super friendly staff. Lots of great snorkeling at your doorstep and only a quick 10 min ferry ride into Lugenville. We also used the babysitting service and the lady looking after our daughter was fabulous with her. The hotel also has mountain bikes you can use to explore the island which was great. Overall would highly recommend.
Stayed 4 nights in Dec 2018

10/10 Excellent

Sally

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Dec 2018

10/10 Excellent

Sharon, New South Wales, Australia

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
We loved Vanuatu and we loved Aore Island Resort -- it's beautiful, quiet and peaceful, with amazing hosts and fabulous food. You can do lots (especially with regular ferry rides to/from the island) or you can do nothing -- perfect!
Stayed 7 nights in Nov 2018

10/10 Excellent

kasia, Melbourne AU

Liked: Cleanliness, staff & service, property conditions & facilities
We were upgraded to the honeymoon bungalow with a private pool! Thank you! - very secluded location... Free ferry a few times a day to the mainland is a bonus. We are snorkeling fanatics and we enjoyed the abundance of fish right in front of the resort. There is not much coral but variety of fish makes it. A short trip to the coffee plantation is worth it. Overall wonderful stay.
Stayed 5 nights in Oct 2018
Response from Aore Island Resort on 31 Oct 2018
Thank you for staying with us on this occasion, we are happy you enjoyed your time with us.

8/10 Good

Claudia, sydney

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Awesome experience
We had a lovely experience at this Resort, the staff is super friendly and all the conditions and facilities are always clean, organised. The food was just perfect and they provide bicycles to have a look around! The beaches are always clean and there is a boat at different times of the day to go to the town. We stayed in one of the beachfront cabins and it was just glorious! There was only a little spot that was a bit uncomfortable: By accident, I broke a tap of a water dispenser in the restaurant, obviously, I told immediately to the staff what happened and that it was an accident, etc. After a few days, one of the managers told me that the water jar fixing was going to be charged to me as that item only could be found in Australia. At first, I thought, well, it seems fair but then I realised that it was a silly accident! I did not break that tap in purpose and I wasn't being irresponsible or malicious. I was feeling terrible and ashamed but also, I thought that this kind of resorts must have a backup for this kind of situations. I spoke with one of the owners and he told me that they were going to let it go, I felt he did not very agree but I thanked him for the gesture. I saw the jar fixed a few days after as well. But, the day we did the checkout, I saw that they charged me around $50 dollar for the jar! At this point, I did not say anything to not ruin a perfect holiday and I paid for it but, I don't know what to think. Anyway, the rest of our stay was perfect!
Stayed 12 nights in Aug 2018
Response from Brad on 15 May 2019
Thank you Claudia for your indepth & favorable review; we are sincerely glad you enjoyed your stay at the resort. being charged for breakages is a difficult topic to address, as I am certain that 95% of incidents are purely accidents. While we do have backups of items, it still remains that it becomes costly to replace items which can only be obtained outside of the country. Thank you again for staying with us, and we hope we might see you again in Santo.

8/10 Good

holidayaway, NZ

Liked: Cleanliness, staff & service, property conditions & facilities
Island resort
Aore island is a short 10 min motor boat ride across from the main island of Santo - the free water taxi for guests goes over and back to the main island a few times a day at fixed times. The situation is beautiful and our waterfront bungalow had a lovely private feel. There's a main open sided meeting house/ restaurant & bar area which has indoor and outdoor options and comfy chairs to hang out in too. We had a lovely 6 day stay and took advantage of the resort bikes to explore the beautiful island of Aore, kayaks and paddleboards to use, plus lovely snorkeling from the resort beach. The local staff were super lovely and always had a smile for us.
Stayed 6 nights in Aug 2018
Response from Brad on 29 Aug 2018
Thank you holidayaway for posting your review; but most of all for choosing to stay with us. We are very happy you enjoyed your stay on Aore, and hope we may see you again in the future.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
We stayed for 3 nights and loved every moment. There were SUP boards, kayaks, bikes, snorkling, a beach and pool. The food and service was excellent. We stayed in a beach front villa which was amazing. Great for a family or romantic getaway! Highly recommend.
Stayed 3 nights in Apr 2018
Response from Brad on 1 May 2018
Thank you for choosing to stay at Aore Island resort for your holiday. With its close proximity to mainland, we believe the resort is able to offer a wide choice for our guests; be as active as you need, or simply relax & enjoy the quiet simpleness of island life. We hope we may be able to host you again, for a future holiday.

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Peace and rest
Great place to unwind and relax . No cars no TV, swim, snorkel, read, sleep. Bliss
Stayed 8 nights in Mar 2018
Response from Brad on 1 May 2018
Thank you for your positive review. We are so happy you experienced the piece & tranquility of Aore Island Resort, and sincerely hope we may be able to host you again.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Wonderful hotel
Wonderful hotel and lovely staff. We were meet at the ferry and every handled for us. The room was lovely and very comfortable. Any problem was dealt with quickly and the food at the restaurant was lovely.
Stayed 2 nights in Oct 2017

8/10 Good

Verified traveller

Liked: Staff & service
Good for a short stay
We loved the location and snorkeling at the resort beach was beautiful. Sunsets are great and the staff lovely. Access to activities departing from the main island was easy thanks to the multiple boat transfers happening everyday. The overall stay was good but needs improvement in several areas specially if you want to stay more than two days; Bungalow: - The bed wasn't very comfortable, we were in pain after a few days. - No sofa or seating inside to chill. - Too many bugs inside despite the mosquito nets, these seem to get inside through somewhere in the ceiling. We had to buy insecticide and spray everyday. Restaurant: - Food variety is too limited. - The price for some drinks is ridiculous, like $US15 for a mediocre Piña Colada. Airport transfer: - Nobody tells you the resort transfer is not complimentary, you get charged by surprise when checking out. Despite all these things we liked the friendliness of the staff and how they helped us make the most of our stay.
Stayed 8 nights in Aug 2017

10/10 Excellent

Kate, Sydney

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Fantastic place to stay!
We spent 7 nights at Aore Island Resort and loved the experience. Very pretty island setting, lovely sea breezes, gorgeous beach and great restaurant. Very convenient to lots of fun activities on Santo whilst having a really comfortable base to return to in the afternoon. The huts had everything we needed and nothing we didn't - lovely accomodation in an unspoilt paradise. It was a great relief to be away from air conditioning and tv of Port Vila, but the fans, mossie screening and ensuites made the huts very pleasant to stay in. Everyone in the family really relaxed with books, swimming, playing cards and socializing with the other guests when we weren't out exploring Santo. We spent the first few days of our trip at a big international resort near Port Vila and we can say we all much preferred this - it had the friendly feel of a family-run resort but with everything done to a really high standard. Of the five resorts we visited on our trip this was by far our favourite. We can't wait to get back there and have told all our friends about it.

10/10 Excellent

Andrew

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Perfect hosts in a great location
The resort was wonderful, snorkelling was good and there were plenty of other activities (day spa, world war two bunkers, diving, day trips to Santo, etc., etc., etc.) to keep you entertained. However, what really impressed us was the staff. I arrived having just put my back out. Everyone was extremely kind and helpful. Uncooked rice put into a plastic bag in a pillow case was microwaved for me as a heat pack. When shops were open, they bought us more conventional medical supplies. The owners went above and beyond. And all the staff were incredibly friendly and kept politely enquiring as to my recovery - as well as being considerate about my having to eat standing at the bar, rather than sitting at a table. Our only wish is that there had been a few more local options on the menu. Everything is good, but very western. Even when we tried to arrange local food on a day trip out, something got lost in the chain of people involved and we missed out. However, we do understand that the (new) owners are looking to change that. They already provide guests with local kava tastings. The pool is somewhat basic and a little away from the sea. But then you have the sea anyway, so we weren't using it in any case. More generally, the place is immaculate, both inside and throughout in the grounds. Would score Aore Island Resort higher if we could!

2/10 Terrible

andrew, Melbourne

Disliked: Cleanliness, staff & service
Beware of hidden cost..
The local staff were absolutely lovely...... this is where my good review ends.. I would not Recomend staying at the resort if you like value for money. Firstly you are locked on the island for dinner. The last ferry from the mainland leaves at 4:30 pm and you are charged 1500vt ($12 aud) for a one way trip after this time. if you like spending huge amounts of money for tiny portions of food then you are staying at the right price ($21 AUD for a soup entree) like I stated earlier the food portions are tiny and expensive) and good luck if you have any dietary requirements as there is nothing on this limited menu. We had no hot water for two days and when we alerted the manager (Lisa) she simply told us that "the weather was beautiful and you don't need a shower" after being in transit for 24 hours we suggested we would like to have one to which she reluctantly led us to a dirty room where old guest had just checked out.. This resort is not cheap and after told Lisa about the lack of hot water she was rude and didn't acknowledge us the remainder of the stay.. If you like the sound of a diesal generator running all night next to your bungalow stay at this resort ... Lovely local staff Rude Arrogrant Australian manager
Response from AoreIslandResort on 29 Oct 2016
Hi Andrew, thank you for taking the time to write a review. I'd like to clarify some of your points you made. Firstly you are not "locked on the island" we have 5 free scheduled ferry trips to town daily to coincide with tours. As you know, you arrived 9:30am and requested to do a tour straight away. I organised a mini bus to collect you from our wharf asap, which meant you required a special boat (@AUD$12 for the entire boat; less than a cab fare in a capital city). Your comment on the limited and expensive menu options is confusing as our menu offers meals ranging from AUD$15 to AUD$35 and is based on local organic protein, fruits and vegetables sourced daily. We're happy to meet individual dietary requirements. The hot water issue you refer to, was bought to our attention at 7:30pm Sunday night with the issue being rectified at 7am Monday morning (not two days). We also offered you a room to shower in, and advised the guests had just checked out, but our housekeeping would clean the bathroom and provide clean towels for your use. As a fully self sustaining resort, you may hear the diesel generator on a still night. thank you for staying with us on this occasion and we apologise that your stay with us was less then you anticipated.

4/10 Poor

Verified traveller

Disliked: Property conditions & facilities
Disappointing accommodation
Bungalows badly need repairs and updating, as did all equipment.
Response from AoreIslandResort on 29 Oct 2016
Thank you for taking the time to review, beds, pillows, linen, bikes, stand up paddle boards are all new as of April, 2016. The bungalows reflect a typical Melanesian style, stage one of our refurbishment takes place during the resort closure in February, 2017.

8/10 Good

Anne, Australia

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Lovely Place to relax!
This resort is in a lovely peaceful spot. The rooms are comfortable, staff friendly and the food is good with a lot of variety to choose from. There is snorkelling off the beach, bikes to ride and a choice of other activities on and off the island. We did a fantastic snorkelling trip with Fabrice. He took us to Aese Island and Fabrice was very knowledgeable and keen to share as much as he could about Santo. We would highly recommend this tour which is advertised in the resort information book. In the 6 nights we stayed there was nothing to complain about!!!! Just a great holiday in a relaxing environment.
Response from AoreIslandResort on 29 Oct 2016
Thank you Anne for staying with us at Aore Island Resort. We appreciate you sharing your holiday with us.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Lovely friendly resort on a beautiful beach
Wonderful relaxing location, staff are fabulous, meals were very good.
Response from AoreIslandResort on 29 Oct 2016
Thank you for your review, we have a wonderful marine life just off our jetty and with the crystal clear water as you mentioned the snorkelling is amazing. Thank you again for staying with us.

8/10 Good

Verified traveller

Liked: Staff & service, property conditions & facilities
Disliked: Cleanliness

10/10 Excellent

libby, Sydney, Australia

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice island experience
Anne and her staff are all really nice and made for a lovely stay. Great Christmas spent on Aore island.

10/10 Excellent

Salamah, NZ

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Aore Island Resort is one of the most beautiful places I have ever stayed. The staff are very friendly and helpful and the bungalows are spacious, airy and clean with great views.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Bungalows on lovely snorkelling beach
From the time you arrive Ann and the Aore staff are welcoming. The bungalows are right on the beach with snorkelling straight out the front. A 20 min boat ride takes you across to Luganville where friendly local taxi drivers take you to whatever adventure you fancy. There is a lot of exciting things to do on Espiritu Santo - we were there for a week with two teenage boys and Kayaked from Oyster Bay to Matevulu Blue hole, went jungle and beach horseriding with Megan at Lope Lope and went to Riri Blue Hole where we jumped off the tarzan rope. Rest of our days we snorkelled at Aore which is the perfect base to come back to and relax. We miss Aore!

10/10 Excellent

JM, Australia

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Ideal laid back tropical resort
From arrival to departure, Aore Island Resort was wonderful! The setting is idyllic beachfront accommodation with snorkelling right out front. The food is varied and really good and the staff amazing! Plenty of off-resort activities also available that are easy to arrange.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
The staff make this place heaven on earth ...
The resort itself is very well built, maintained and run but it is the staff that will make your stay 5* plus. You arrive as a guest and leave as a friend.

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
We stayed from 19/7/15 and found that the resort was very nice and clean but the food was average with staff needing more training

10/10 Excellent

Michael, Melbourne, Australia

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Lovely sheltered beachfront resort
We were picked up at the airport and ferried across a beautiful bay to be met by Anne and the staff with tropical drinks. Our bure was right on the beach, with a verandah to sit and gaze out to sea. The bure consisted of a decent sized bedroom with tiled floor and en-suite. Tea and coffee making facilities and a fridge. We started to relax immediately. Every day fresh towels and beach towels were provided- very necessary with all the snorkelling,swimming and kayaking we did (equipment provided free). The restaurant was reasonably priced and served fresh fish every day. We were a little disappointed in the variety of fruits on offer. It was not pineapple or mango season, so we only got paw paw and grapefruit and were surprised to be offered tinned fruit as part of the island night dessert. The great treat was the two nights when some islanders came across and sang, played and danced for us. The staff were all very helpful and ensured we had a really great time.

8/10 Good

max, australia

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Island paradise
Relaxation is the theme and it gets easier each day. A very timeless experience.

6/10 Okay

margot, Kerikeri

Liked: Cleanliness, staff & service, property conditions & facilities
Hot!
This stay was in March, owners of this resort need to think hard about placement of fans in guest bedrooms and the fact there are none in the dining area. Not good enough. We were uncomfortably hot at night and dining is not a pleasure when you are already hot and sticky. Day time guests were fighting flies to get to their food, during our stay small table fans were supplied, but frankly I would like to see at least part of the restaurant area fly screened, not much to ask with modern magnetic screens available. Decent fans would also do the job. This may primarily be a diving resort, but have to draw the manager's attention to this. We boarded the boat to take us across to Aore Island, the boat man then went off, while we sat there being banged around for some time, I put the fenders over to help stop some of the noise, but we still had the forward motion and noise. Put up a bench seat for passengers and at the very least a shade sail, don't load anyone until you are ready to transfer. Just common sense. The Manager Anne , made sure we got back safely to pick up our plane, this was just before Cyclone Pam, we were pleased to hear Santo was not affected by this cyclone, personally I would have picked a Mainland Hotel to sit this one out. Anne, you were spot on in judging it would hit Port Vila hard!

8/10 Good

Sam, Sydney

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Lovely island stay at a great price
A friend and I spent 5 nights here on our trip to Santo, and we loved it. The staff were extremely friendly and forthcoming, and welcomed us warmly when ee arrived. The facilities are great, and the staff helped us out with our tours and diving trips. The food was delicious and very generous portions. The only downside was that being on a fairly secluded island, we had to plan our trips around the ferry schedules, but this ended up being very easy and there were additional ferries we could pay for if needed. Overall a great stay, we were very happy!

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Awesome in every way
Aore Island Resort was a delight in every way. Peaceful, clean, thoughtful touches. Ann and her staff were excellent. The resort is managed extremely well and nothing was too much trouble for anyone. We will be back. Thanks!

10/10 Excellent

John, London

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Wonderful resort
The hotel was an absolute paradise, I would strongly recommend. The hotel is a series of wooden huts set in gardens on a calm bay with a beautiful little beach and the sea is full of fish and corals. When we were there the hotel was being run by the lovely Helen. Helen and all the wonderful local staff took good care of us. The restaurant food was wholesome, healthy, filling and delicious. The restaurant also served wonderful cocktails. There were no televisions in the room, but the idea of the hotel is tranquillity - it was very peaceful. After our 4 days, we were sorry to leave.

10/10 Excellent

Tatiana, Brisbane

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent resort
Pros: Snorkeling, landscaping, food. Cons: Nothing I'd highly recommend Aore Island resort.

10/10 Excellent

Kathy, sydney

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
holiday
we had a great time what more can i say

10/10 Excellent

Samuel, Australia - QLD - Cairns

Liked: Cleanliness, staff & service, property conditions & facilities
Facilities: Brilliant restaurant;

10/10 Excellent

Kim, Auckland

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great service and gorgeous location
I'd highly recommend Aore Resort. It's a real gem. The staff were fantastic and went out of their way to make our stay in this beautiful location a really memorable one.

10/10 Excellent

Debbie, somerset

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very quiet and serene
Very friendly staff. The owner Anne was very knowledgeable and attentive. Loved the Cava teasing get together for sunset. Great food.

10/10 Excellent

Jillian, Australia - NSW - Sydney

Liked: Cleanliness, staff & service, property conditions & facilities
the quick ferry over the island is well worth getting off the main land

8/10 Good

Sharon

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort