Melis Baltalı O.
Google
We stayed here for 2 nights as a family of 7 — 5 adults and 2 children — and it was one of the worst accommodation experiences we’ve ever had.
The Standard Room was completely covered in mold — walls, curtains, mosquito nets — everything was damp and unhealthy.
The smell was unbearable, and the air was clearly unsafe to breathe.
The hotel showed us another room, but it was in exactly the same condition.
We were told there were no other rooms available, so all 7 of us had to move into one Family Room.
The Family Room was also far from what was shown online:
• It was open-air, something never mentioned on Agoda.
• The mosquito nets were moldy and torn, and parts of the furniture were dirty.
• The wooden chairs in the restaurant had visible signs of termites and bedbugs, making it impossible to sit comfortably.
• Because of the limited space, two adults had to share a single bed, and the overall condition was poor and unhealthy.
This property is old, severely neglected, and clearly hasn’t been maintained for a long time.
It’s not just about aesthetics — it’s about health and safety.
When we contacted Agoda, they only offered USD 21 as compensation, saying “it’s the best we can do” because the hotel refused the refund.
That response is beyond disappointing — selling moldy, unsafe rooms and refusing accountability is unacceptable for both the hotel and Agoda.
This place should not be listed until it is properly cleaned, repaired, and inspected.
No one should have to expose their family, especially children, to mold and bedbugs on vacation.
If these things are important to you, I would suggest think twice.
And also think twice before booking through Agoda, as they take no real responsibility for the properties they promote.
Update after management response; 23.10.2025
Dear Great Mountains Resort Team,
Thank you for your reply. However, I’d like to clarify several key points.
This issue was not humidity – it was mold. I know the difference very well; if it had been humidity, I would have said so. I live in Bali — I experience humidity every single day and fully understand that it’s a natural part of the environment here. But what we experienced in that room was clearly mold, not moisture.
When I reported the problem, one of your staff members suggested using the air conditioner or a dehumidifier. As you surely know, neither of these can resolve a mold issue — they may reduce humidity, but they do not remove mold. I strongly recommend consulting a proper mold specialist, because simply repainting over affected walls is not a real solution. The smell and the visible condition of the walls made it very clear that this was not just humidity.
We had already booked two rooms, one of which was the large villa you referred to as your “best room.” The smaller room — the one with the mold — was the additional room we had booked. Since you were unable to offer any alternative or properly cleaned replacement, we all had to stay together in the one room. So no, you did not offer us any complimentary upgrade; that statement is simply inaccurate.
To make matters worse, on the first day, since we all stayed together in the larger room due to the mold issue, you asked us to pay extra for it. When we objected, you said you were doing us a “favor” by letting us stay without additional charge. However, this was not a favor — it was simply fair, as you had not refunded the unusable, moldy room. Including this as a gesture of goodwill in your response is misleading and gives a false impression to other guests.
If this is what you define as hospitality, then so be it — but from our experience, there was no resolution or genuine accountability.
Lastly, I strongly suggest checking the kitchen area furniture (both tables and chairs), as we noticed bedbugs there. I understand these things can happen in tropical environments, but they should be addressed immediately for future guests’ comfort.
