One of the very worst hotels in Bali. Before I start, the concierge staff are incredibly friendly and helpful but, sadly the other staff are not. CHECK IN AND MASSAGE Upon checking in we told the front office staff that we would like a massage that is advertised on their website. The staff member told us that it was closed and we should book another day (not an issue). We booked for 2 days later and waited all day for the final massage of the night (6pm). We went to pay for the massage pre massage and was told that the massage we saw online was a promotion that had finished. It was still on their website and had no start or finish date. After arguing the point they made up something about a morning promotion for that price. Once again, there was no information stating what time the massage had to be. They clearly were making that up. I then asked to see the manager who said he could not help us and that it was our problem. He even told us that if we were NOT guests at the hotel we could access that rate (this does not make sense). The Manager was not helpful at all. Do not use the massage. It is clearly a SCAM. The manager told me that because I was an inhouse guest and I had already checked in, that this rate can change. I asked him if the rates we book a room for and pay for can suddenly change when we arrive just like the massage price. Both the manager and the guest services desk lady were extremely unhelpful. The guest services lady was also quite rude. HOTEL Gardens are beautiful and lovely to walk around. The rooms are extremely old and kept in poor condition. Our room had sections peeling off the cupboard which actually cut our daughters foot open. The bath was very dirty and didn't drain properly. The shower did not have proper pressure and was very old. They provide 2 very old glasses in the room to drink from. 1 of which had a crack in it and was dangerous to drink from. I broke one of the 2 glasses accidentally (my fault). Upon check out I was told that I would need to pay for the glass. This is a cheapo glass and they wanted to charge me for it. We said we would be happy to pay for the glass if they were happy to pay for the medical bill of our child cutting her foot. Breakfast is not great but not terrible. They have a small egg station which is pretty good. Unfortunately, the staff make this a terrible experience and treat their hotel as a way to scam your money rather than let you enjoy your stay. The concierge staff on the other hand get 10/10. Super helpful and so friendly at all times. They are also so good with kids. The hotel also OFFERED me a wonderful deal of 70,000 rupiah to stay until 9pm that night for our flight. I found the same night for 57,000 rupiah online however and this covered the WHOLE NIGHT. There are much better hotels around the area charing the same price.
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