laurenciah2023
Google
We stayed here as Hilton Honors Diamond members, expecting a smooth experience given this property’s SLH affiliation, but unfortunately the stay fell well below expectations.||At check-in, we were told no room upgrade was available, despite higher-category rooms being openly available for booking on the hotel’s website at the same time. As Diamond members, we expected at least transparency around upgrade eligibility.||The most concerning issue was room cleanliness and service response. Upon entering our room, we found a large spider. Instead of offering an immediate room change, staff sprayed insecticide directly on the bedding, which was unacceptable. Bedding was only changed after we specifically requested it. While waiting, we noticed another spider inside our bag, which we believe came from the room as the bag had been placed on one of the chairs. Again, there was no proactive offer to change rooms, we had to request it ourselves and the entire process took about 30 minutes. We had no choice but to wait. ||Unfortunately, the cleanliness issue extended to breakfast as well. While the breakfast quality itself was good, we found an insect in our soto ayam during breakfast, which was very disappointing and further raised concerns about hygiene standards.||We understand Bali is a tropical destination, but insects inside the room, chemical spray on bedding, and insects found in food combined with a lack of initiative, are not acceptable at this level. What stood out most was not the insects themselves, but the lack of proactive service, empathy, and problem-solving expected from a luxury SLH property.||This could have been a good stay, but after experiencing these issues, it was difficult for us to feel comfortable for the remainder of our time at the property. While the hotel has potential, service consistency, cleanliness standards, and elite guest recognition need serious improvement.