Dilip T.
Google
Significant Booking Disconnect, but Impressive Service Recovery
The Experience:
Our visit to Ayung Terrace began with a frustrating series of service failures. Despite booking through the official Four Seasons website, we received a message just 10 minutes before our reservation claiming it was unavailable. Upon arrival, we were told the restaurant was not even open for lunch and that their other venue, Riverside, was fully committed.
As we were traveling with a senior family member with specific accessibility requirements, the lack of coordination was particularly disappointing. The initial suggestion was to wait on a couch that was unfortunately soaking wet from the rain.
The Recovery:
However, once we presented our official confirmation, the management took immediate ownership of the error. They quickly prepared the seating with dry towels and, most importantly, secured us a proper table. From that point on, the hospitality was flawless. The staff eventually redeemed the experience with their warmth and attentiveness.
The Verdict:
While the food was excellent and the eventual hospitality was world-class, there is clearly a disconnect between the corporate booking system and the on-site operations.
Pro-tip: If traveling with seniors or for a special occasion, I recommend calling the resort directly to verify your reservation, rather than relying on the website.