We chose this hotel for the last two nights of our Bali trip because it offered excellent value compared to many other resorts in Bali and even other InterContinental properties. The resort itself is huge, with a wide variety of facilities including separate adult and family pools, an indoor gym, a calisthenics gym, beautiful ponds, direct beach access, and very friendly staff. On paper, it seemed like a fantastic choice.
Unfortunately, our stay turned out to be extremely disappointing.
We stayed in room number 4127. On our first night, both of us woke up covered in insect bites despite sleeping tucked under the blankets. Around midnight, we had to spray both the bed and ourselves with insect repellent just to get through the night. The following morning, we reported the issue and requested a room change because we were concerned there might be insects in the mattress. Instead, we were only offered fresh bed sheets and a general cleaning of the room.
Sadly, the exact same thing happened again on the second night. We woke up with even more bites and no longer felt safe sleeping in the bed. We strongly suspected there were bugs hiding in the mattress. We ended up leaving the room in the middle of the night and spent the rest of the night in the hotel lobby because we were too afraid to return to bed.
What disappointed us the most was how the situation was handled. We showed the staff numerous photos documenting the bites over both nights, yet the only compensation offered was to waive a small bill (about RMB 55) for an ice cream and a coffee. Considering we lost two nights of sleep, experienced significant discomfort, and had to spend an entire night in the lobby, this response felt inadequate and did not reflect the level of service we expected.
In addition, the hotel itself feels quite dated. Although it has its charm, many areas appear to have aged significantly. The towels were noticeably worn, wooden fixtures were chipped, and the overall condition suggested the property is overdue for a major renovation.
We genuinely wanted to enjoy our stay because the resort has so much potential. The grounds are beautiful, the facilities are plentiful, and the staff we interacted with were polite and friendly. However, the insect issue and the hotel’s response overshadowed everything else. We hope management takes this feedback seriously and thoroughly investigates the mattresses and rooms so future guests do not have the same experience.
