132 Reviews
Ulu Segara Luxury Suites & Villas
Nusa Dua Bali|1.02km from Gunung Payung Cultural Park
Let´s start with the positives. The view, pool and beach are amazing, and the hotel is in a very calm area of Nusa Dua. Personnel in the restaurant and reception are kind and courteous. Breakfast is fair but not up to standard compared to other hotels in Bali. Then let´s start slowly with the negatives. Given that the hotel is built 2014 it is in desperate need of maintenance, both the exterior and interior are quite deteriorated. The rooms are in fair condition but not close to 5-star quality, showing signs of black mold from the AC-unit, kitchen tap showing signs of rust and need of replacement, shower doors not being replaced etc. Overall, there is a significant lack of maintenance which is concerning. If you are unlucky (which we were) you stand the risk of being awaken in the middle of the night by a rat on the kitchen table. After quite a lot of commotion, the rat relocated itself from the room via the air vent of the AC, which is possible at Ulu Segara since the air vent is not fully sealed with screws (at least not in our room). The night reception/bellboy did their outmost and relocated us to another room and should not be faulted at all. Especially since this was the night to Nyepi and a busy day for the hotel, unfortunately for us this also meant that we were unable to change hotel (which we definitely would have done). Given that we travel 80-100 days per year we do understand that on occasion unfortunate things happen which needs to be addressed by hotel management. First of all, no one except the bellboy even apologized for this rather uncommon inconvenience at a 5-star hotel and no one contacted us the day after to discuss the incident. We raised the issue ourselves and also asked how the hotel plans to handle the issue so that it can be avoided in the future (for example check the screws on the AC vent and contact a pest control company to address this issue) and that we also need to discuss how to address this inconvenience. Unfortunately, the management (Director of Sales) at Ulu Segara was completely indifferent and refused to discuss this in person with us. As per our request we had a chat on telephone upon check-out with the Director of Sales (he did not show up in person) regarding these raised issues. Needless to say he was still completely indifferent, which in combination with being rude and unpleasant is a surprisingly bad combination for someone working as a Sales Director. Bali is a fantastic island, the people are in general super friendly and we will definitely go back. However, we will never go back to this hotel again and would highly recommend everyone to stay elsewhere! Avoid Ulu Segara at all cost!
Outstanding
337 Reviews