4/10 Hyfsat
8 februari 2020
Lacking management and poor service
We will definitely NOT return to this place.
It all started the day we arrived: the hotel staff let us know that even though our booking was confirmed and payed for since almost 6 months back, we would have to move out two nights early due to other guests coming. This was presented as our common problem, due to a switch of managers and a lot of other lame excuse which is completely irrelevant for us as guests. They did not suggest any solutions to this at first, but then they told us they had arranged for us to stay at another hotel down the street. We of course refused, and instead demanded to stay OR at least give us a full refund for the last two nights. It took almost two weeks and multiple calls to Hotels.com support to secure the refund, which we managed to get in the end.
This place has a clear lack of management making any issue a big issue, since no one wants/can take a decision on something that is not a problem within their instructions.
In the villa there is a thick folder with information that describe the "exclusive bali villas" and how they are there to attend our every need. This might have been true when the hotel was built, but all the service and exclusivity of this hotel is gone since long. If you want good service, choose another place. Don't ge me wrong, the staff was not rude, they just didn't have any service mindset/training.
Also, my brother got electrocuted for a split second when touching the metal casing of a power outlet in the floor.
Sebastian
Sebastian, 19 nätters familjeresa
Verifierad gästrecension från Hotels.com
