I stayed in a one-bedroom pool villa at The Club. The toilet was infested with flies, with at least 30-40 at any given time (Figure 1) (some of the flies were flying around in the toilet). I called the butler to clean the toilet more than once, but the flies would accumulate again after two hours. As a result, I had to use the communal toilet outside The Club at night. After repeatedly expressing my dissatisfaction, they finally moved me to a slightly smaller one-bedroom pool villa on the second night. This second villa had geckos, which might explain why there were no flies there…
The staff here are polite on the surface, but their service is passive rather than proactive and personalized, unlike the butlers at other luxury hotels in Bali who thoughtfully consider the needs of their guests. For example, regarding the fly incident mentioned above, the hotel staff did not offer any compensation until I complained multiple times before they moved me to another room.
There were also several service oversights during my stay. For example, the daily laundry service included with The Club was not proactively removed from the laundry tub for washing when the housekeeping staff cleaned the room in the morning. Guests at The Club are entitled to a complimentary minibar refill once daily. However, during morning room cleaning, staff did not open the refrigerator, and unfinished drinks were not removed or replenished (until I expressed my dissatisfaction).
The food included in The Club, whether afternoon tea or evening cocktails, offered very limited selections compared to the executive lounges at the Ritz-Carlton or Regent hotels.
In summary, for a luxury hotel at this price point, the performance was completely subpar, with no proactive efforts to rectify the situation. There are many better options at this price point in Bali.
Original TextTranslation provided by Google
