Could have been better...
Moved here as another hotel we stayed in, in Bali, was terrible. They took our booking for a week and a half at short noticed. Immediately, they asked us to pay in full for the whole trip. We said, du... more
Moved here as another hotel we stayed in, in Bali, was terrible. They took our booking for a week and a half at short noticed. Immediately, they asked us to pay in full for the whole trip. We said, due to our bad experience we would rather leave passport copy/card details or a pre-authorisation on our card but pay at the end including food and drink from our stay.
They refused this outright and said they would only take payment in full before the room was given to us. We negotiated and agreed to pay half now and half at the end provided that we can see our room before we paid the first half. They agreed and took us to see a beautiful, clean room with private outisde show e.t.c. We asked if this was the room we would have and they said they just had to change the linens as it hadn't been used for a while.
We returned to reception and waited for our room. After half hour we asked how long it would be and they said 'soon'.
We decided to go to the bar and wait with a drink. After an hour we asked after our room, they apologised and said 'soon'. I explained that I had been told 'soon' and hour ago. The apologised and told me to wait.
We waited and waited and eventually, a lovely guy came and took us to our room. You guessed it! It wasn't our room (or the one we had been shown). We went back down to reception and they explained that actually, that room wasn't available but for an extra cost, we could upgrade to that room. I discussed it with them and without more cash, it wasn't possible. (the cash they wanted was nearly double!). After the trip we had had so far, my partner and I agrred taht we would just use this room, it didn't have the outside area/shower and it was not very clean. The room was a conjoined room with a door that didn't lock.
We were going to the beach so we left in a taxi and explained to reception taht we would like the room cleaned better whilst we were out, they smiled and agreed.
Whilst we were out, my partner went to a shop and bought some bleach/cleaning stuff. When we arrived back, there had been no cleaning so my partner cleaned it.
We used the restaurant for dinner and breakfast most mornings and evenings. Food was great and the service was exceptional (one guy named 'casual' was exceptional!
The swim-up bar was fantastic, the pool was clean.
The whole hotel was well decorated/laid out and clean.
They gave us a room charge card, do not be fooled and mistake this for a room charge card. Everything is to be paid upfront, this is ocassionally, abruptly requested.
Even for room service, we ordered the food, it arrived, the staff emmeber would nto give us the food unless I came with him and paid. When they worked out which one of their card machines to use, put it through and I got back to my room. I was annoyed to find that my food was cold (we had just got back from a 26 hour mountain trip)
There was definately good parts to this hotel but the constant hassling for money left a real bad feeling about the place.
A real shame for an otherwise lovely hotel.
We asked to see the manger at the end to give him our feedback, he seemed distracted and just gave us an ipad to fill out a questionnaire. less