Pros: While celebrating our anniversary here we did get a bottle of champagne as a gift from the hotel. That was a nice surprise, thank you! We sat on our patio (see photo below, room 109) during one of our evenings to enjoy it. The breakfast was excellent everyday. A great selection of food for everyone. I'm sure the other meals are good as well, but we only did the breakfast here. We had a rental car, so we tried different restaurants locally for lunch/dinner. Good size pool open until 6:00 p.m. We also took the gully walk tour which we highly recommend. It was wonderful, informative, and we even saw monkey's jumping tree to tree. Overall, a nice hotel to stay at.
Cons: Very nice, except ..............
we didn't get the room (balcony, garden view) we reserved two months in advance through booking.com. We were told at the hotel check-in that all the garden view rooms come with a patio room only, not a balcony. We showed our printed confirmation reservation (balcony garden view room), but that didn't matter. Very disappointed we had to settle for a patio view room. When we returned home, I contacted booking.com about our reserved room not being available, and they were shocked and quick to place the blame on the hotel saying it was the hotel that makes the listing, not booking.com. They called the hotel to inquire as to why we did not get the balcony room we had reserved and try to get us compensation. They received the same response as we were told .....that all garden view rooms come with a patio only. Sugar Cane told booking.com they would only refund us 10%. We contacted the hotel ourselves to discuss the 10% and we were told that garden view rooms are located on the ground floor except for 3 balcony rooms on the end which are only available on special request. I told her I didn't need a special request as I booked the balcony as shown on booking.com.. I told her to look at booking.com website to see it for herself, and she did that while we were on the phone and she was surprised to see it listed as a balcony and apologized and said that was a mistake on booking.com and will have to change that listing. She called me back a few minutes later and told us we would be getting a 20% refund. I can tell now that you should double check what room you will be getting before you go here, but I even had mine in writing from booking.com when we arrived and that wasn't good enough. So, good luck on that. I will gladly answer any questions you might have regarding my time at the Sugar Cane Hotel, just click on ask a question link , and I'll respond as soon as possible.