Do not enroll your child here. Find a center that prioritizes safety, cleanliness, and respect. Your child deserves better—avoid this place entirely.
Do not enroll your child here. Find a center that prioritizes safety, cleanliness, and respect. Your child deserves better—avoid this place entirely.
**Awful Experience at Sanctuary at Hillside**
I am deeply disappointed with our experience at Sanctuary at Hillside. We recently received a call informing us...
**Awful Experience at Sanctuary at Hillside**
I am deeply disappointed with our experience at Sanctuary at Hillside. We recently received a call informing us that our nephew, had been injured—again. When we arrived, we were horrified to see that half of his face was covered in blood. It's heartbreaking to see your loved one in such pain.
When we sought an explanation, the staff provided us with three different stories about how the injury occurred, which only added to our distress and confusion. We requested to see the security camera footage to understand what really happened, but our request was flatly refused. This lack of transparency is unacceptable and raises serious concerns about the safety and care provided at this centre.
This isn’t the first time we’ve had issues here, and it’s clear that the well-being of the children is not a priority for the staff. If this is how they handle injuries and communication we can’t trust them to care for our child. I would strongly advise other parents to reconsider their choice of childcare as they clearly don't have the ability and enough empathy and care for your children.
Response to your reply: finally after 2 days you've decided to give us an answer and that's because of your own benefits not because you feel responsible! false and untrue????!!! How dare you! Jacob has a massive wound on his cheek, my nephew been traumatised since the incident happened and now you're claiming that my review is untrue! I have never seen such a selfish and irresponsible management. How can we make sure of our kids safety if you don't even have a security camera in place?? What if something bigger happens? PEOPLE PLEASE BE AWARE OF THIS PLACE. they are bunch of greedy liars who don't care about your concerns as parents. They don't have empathy to apologise and give assurance. For your beloved children's sake stay away from this place
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Response from the owner
24 Oct 2025
We are deeply disappointed to read this review, as it is completely untrue and does not reflect the events or values of our service. It is very upsetting to see false and hurtful claims being shared publicly.
At The Sanctuary at Hillside, we take every concern seriously and always follow clear procedures for communication, documentation, and reporting. We also wish to clarify that we do not have CCTV footage at our centre. All information shared with families and authorities is based on factual records, first-hand accounts, and thorough internal review.
We encourage honest feedback and open communication, but we will not accept false statements that misrepresent our team, our care, or our integrity. We have full documentation to support the facts and remain confident that we acted transparently and appropriately at every stage.
We are always happy to discuss any genuine concerns directly and respectfully with families.
It is extremely unprofessional that such an incident could happen to a child. Every child is precious and holds immense value to their...
It is extremely unprofessional that such an incident could happen to a child. Every child is precious and holds immense value to their parents. Children are vulnerable and require attentive, prompt care at all times. It is deeply concerning that this level of oversight occurred in an environment where their safety and wellbeing should be the top priority.
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If your child is valuable to you, don’t send them to this childcare! There is very poor care from the management — when...
If your child is valuable to you, don’t send them to this childcare! There is very poor care from the management — when something happens at their centre and it’s their fault, the least they could do is call the parents or personally apologise. Instead, they just sent an email saying it’s normal and that these things happen.
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Response from the owner
24 Oct 2025
We are deeply disappointed to read this review, as it is completely untrue and does not reflect the events or values of our service. It is very upsetting to see false and hurtful claims being shared publicly.
At The Sanctuary at Hillside, we take every concern seriously and always follow clear procedures for communication, documentation, and reporting. We encourage honest feedback and open dialogue, but we will not accept false statements that misrepresent our team, our care, or our integrity.
We have full records of communication and reporting to support the facts, and we are confident that we acted with transparency and professionalism at every stage.
We are always happy to discuss any genuine concerns directly and respectfully with families.
As a mom, when you send your precious child to childcare and then pick them up in this situation — how would you...
As a mom, when you send your precious child to childcare and then pick them up in this situation — how would you feel?! The manager just responded, “It happens”? Is it normal that unprofessional and untrained staff fall onto children, causing my son’s head to hit the steps? Is this considered normal behaviour? My child is now traumatised! Who is going to answer for this? Who is responsible?
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we are now pursuing legal action against this centre for their failure to protect and care for a child in their supervision. 👎...
we are now pursuing legal action against this centre for their failure to protect and care for a child in their supervision. 👎 i would NOT recommend this centre to any parent.
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We are deeply disappointed and disturbed by what happened to our nephew at The Sanctuary at Hillside. He came home with a painful...
We are deeply disappointed and disturbed by what happened to our nephew at The Sanctuary at Hillside. He came home with a painful facial injury and "this was not the first time"! Instead of receiving proper first aid or comfort, the staff left him crying and simply called his mother to come and pick him up. And his mum picked him up while he was bleeding and crying.
What makes this even worse is the "inconsistent and misleading explanations" given by the staff. At first, they told his mother that the injury was "his own fault". Later, they changed their story and said that "a worker had fallen on him" — yet the mark on his face is clearly from "frictional force", and no one has provided a clear or honest account of what truly happened.
We spent the whole night at the hospital and running full check ups.
The complete lack of transparency, accountability, and care is unacceptable. No child should be injured and left without first aid, and no parent should be misled about the circumstances of their child’s injury.
We have already consulted legal professionals regarding this incident and are considering further action to ensure accountability and prevent this from happening to any other child.
Parents deserve honesty, safety, and care for their children — and sadly, The Sanctuary at Hillside has failed on all of these fronts.
Hopefully the truth will be revealed at the court as we are taking serious legal action against this childcare centre.
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Response from the owner
24 Oct 2025
Hi Joshua,
We take allegations of this nature extremely seriously and are deeply concerned by the claims made in this post. Out of respect for privacy and confidentiality, particularly given that legal action has been mentioned, we are unable to discuss all individual details publicly.
What we can confirm is that the incident was responded to immediately. First aid was administered, and the child was comforted, calm, and not in distress at the time of collection. The parent was contacted right away and kept informed throughout. The version of events shared from the first phone call has remained consistent, and at no stage has the story changed.
The incident was self-reported by us to the Department, and both our team and the family submitted full details and documentation to the relevant regulatory authorities. We have cooperated fully and provided all required evidence transparently.
We are deeply saddened that false and misleading statements have been made publicly, as they do not reflect the facts of what occurred. Our priority has always been the safety, wellbeing, and comfort of every child in our care, and we remain committed to open, honest communication with all families.
For privacy and respect to those involved, we encourage any further discussion to take place directly with us.
As a grandmother, I am heartbroken and outraged by what happened to my grandson at The Sanctuary at Hillside. He came home with...
As a grandmother, I am heartbroken and outraged by what happened to my grandson at The Sanctuary at Hillside. He came home with a painful wound on his cheek, and instead of providing any first aid or comfort, the staff left him crying and just called my daughter to pick him up.
To make matters worse, their story kept changing — first blaming him, then saying a worker fell on him — yet the injury clearly looks like friction, and no one has given an honest explanation.
We are now seeking legal advice because this kind of neglect and dishonesty is unacceptable. Families trust childcare centres with their little ones, and The Sanctuary at Hillside has deeply failed that trust.
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Response from the owner
24 Oct 2025
We are genuinely sorry to read how distressed you feel. Children’s safety and wellbeing are always our first priority, and we understand how upsetting it is when an injury occurs.
We do need to correct several inaccuracies in your review. First aid was administered promptly, and your grandchild was settled, playing and smiling after the event and when his mother arrived. We notified the child’s guardians immediately and they advised they would collect the child. Our account of the event has been consistent from the outset and documented in our incident report. At pick-up, we showed the mother the exact location and explained how the incident occurred.
Out of respect for the child’s privacy, we won’t discuss further details publicly. However, we are fully prepared to cooperate with any appropriate communication and remain available to speak directly with the family as we have been.
We take all concerns seriously and are committed to open, honest communication. If you would like to continue this conversation privately, please contact us.
We just recently enrolled our child at The Sanctuary at Hillside. My son has special needs and the centre is very supportive in...
We just recently enrolled our child at The Sanctuary at Hillside. My son has special needs and the centre is very supportive in assisting us so that he can be included in the activities and have the best possible experience. They are also very responsive to any queries and promptly give us any updates. He adjusted fairly quickly too. He is now settled in his room and happy to be at the centre. All the staff are very friendly and they try to accommodate all our requests. We are happy with The Sanctuary and we look forward to our child’s journey with them.
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My son started his experience in the sanctuary at hillside from the nursery room and went through all the years of pre-school at...
My son started his experience in the sanctuary at hillside from the nursery room and went through all the years of pre-school at the centre.
We have found most of the staff to be warm, caring and concerned in his progress over the years.
The 3yr and 4yr kinder program was well implemented with new activities and initiatives organized by the room leads.
We have had constructive discussions with the owner and staff when we were concerned about few things. Their responsiveness and care to address the matter promptly was appreciated.
My son has fond memories of his time at the place and continues to miss his teachers as he starts schooling this year.
My wife and I would recommend the place for your child where they would feel accepted and appreciated.
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