My first impression of the hotel was unfortunately not a positive one.
Upon arrival, the Grab driver’s QR payment was not working. The driver was an older gentleman who did not speak English, so I approached reception for assistance. Both of us stood waiting at the desk for approximately 10–15 minutes while the receptionist remained engaged in a lengthy conversation with another guest about maintenance issues. Neither of us were acknowledged.
When I eventually asked for assistance, the interaction felt dismissive rather than helpful. Multiple attempts were made to resolve the payment issue, but no solution was offered until much later when the receptionist decided to ask his manager if cash could be provided. It was frustrating to learn that assistance had been available all along.
Unfortunately, the arrival experience continued in a similar manner. I received no welcome, introduction to the property, or information about the facilities. When I asked about room service, I was told the kitchen was closed.
To make matters worse, the Wi-Fi in my room was not working. A staff member confirmed the issue, but it was not resolved until the following day, despite me needing it for work. Even then, there was little acknowledgement of the inconvenience caused.
The property itself is beautiful. The room was comfortable, the bed and pillows were excellent, and the pool and landscaping are very well maintained. The female reception staff and security team were also friendly throughout my stay.
However, what disappointed me most was seeing another couple being offered a welcome drink and introduction while I was checking out. It highlighted how different my own arrival experience had been.
Bali is known for its warm hospitality, which is why this stood out so much. While the resort itself is lovely, the lack of attentiveness and professionalism on arrival fell well below the standard I would expect from a hotel of this calibre.
