First and foremost, the staff were painting the walls in the area we were staying, not one sign was put up and there were paint tins and rollers sprawled along the ground. I noticed when I had gone to my room that there was paint all over my shorts. I went to reception and told them about the wet paint with no signage and asked them to have my shorts fixed. With no real interest in apologising or doing anything about there being no signs they took my shorts to the laundry. My shorts were returned later that day and the paint was still on them. When I returned them they said they would send them back to the laundry and I would get them the next day, the next day came and went with no communication from them and when I went to reception they dismissed me. The next day the shorts were returned, the paint had been removed although there were permanent stains, by now I had given up and decided not to waste my breath by returning to reception.
The service in the restaurant area was appalling, at most times there were about 6 staff members at the front service area and they would generally stand around in a group talking and laughing amoungst themselves, the bill took an inordinate amount of time to get to us after our meal and trying to get their attention to order a drink meant waiting until one of them stopped socialising and looked in our direction, which was rare. Breakfast time seemed to be the only time of day where the wait staff were attentive.
On one day we asked the man at the tour desk to order us a taxi to head into Kuta, he said he would order a driver and it would be 160,000rp($AU16) I had googled how much it cost to get to Kuta and knew it was 110,000rp ($AU11) and I had queried this with him and he said ok, we can do it for that much. This really shocked me, the tour organiser, who was there to help the hotel guests, was trying to rip them off.
The room was really nice and large, separate bathroom and a second toilet, separate living area and soft and hard pillows to choose from.
The Italian restaurant was very nice. My husband had the steak and although they charged Australian prices, it was very well cooked. The service at the italian restaurant was a much better experience.
The breakfast buffet was great. The pastries were delicious and varied each day.
The water aerobics looked like a lot of fun and the pool area had free books to take and read.