Belém L.
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DONT BOOK HERE!! SERIOUSLY!! WORST EXPERIENCE EVER!!
We arrived at 1:30pm on December 31st to spend 2 nights and celebrate New Year's on the beach.
Upon arrival we were told that we could not be given the room we booked (sea view) because the previous guests belongings were in it and they had not returned from the Gili Islands.
They offered us a room half the size and no view, which of course we refused.
The "manager", a very rude person with zero manners, told us that these people were friends of the owner and that was why he could not do anything.
After insisting he decided to release the room, but it was not clean and the AC wasn’t working, so at 2pm they just started fixing the AC and finished after 3pm. At that time they started cleaning so we had the room around 4:30pm. The room was quite dirty (many hairs from previous guests) and the bathroom was flooded, so we had to call the staff and keep waiting.
When we came back from the beach to take a shower, we noticed that there was only one towel in the room, so we asked for another large towel, a hand towel and something for the bathroom floor. To our surprise, they told us that THEY HAD NOT MORE TOWELS and we’d have to wait until the next day!!! We couldn't believe what we were hearing!!!
We insisted on getting at least one more towel and they brought us a beach towel that didn't smell clean at all.
To top off the experience, it rained that evening and a lot of water came in from under the gap of entrance door, so half of the room was flooded. We had to use the only towels we had to dry the floor because there was no one at reception to help us.
The next day we went to the restaurant since our reservation included breakfast. The waitress asked us for a card that they should have given us at reception at check-in that validates the included breakfast, but we didn't have it, so after explaining to them that it was included, they took our order. When we chose what we wanted from the options they gave us, they told us that they didn't have bread, it was after 9am and there are many shops where they could have bought some.
Then I asked for a tea and milk on the side and they told me that the milk would have an extra charge!!!
At 11am we asked again for towels and they told us we can have them at 2pm.
At 3:30 pm we came back to the room and there were no towels and no one was at the reception because all of them took day off on January 1st, even the manager. So we had to ask a waitress from the restaurant if she could bring us towels to the room.
We came back at 6:30 pm and there were STILL NO TOWELLS!!! We went back to the restaurant and this time a very nice guy looked for towels for us, but they only had towels for the shower, no hand towels, bathroom floor towel or beach towels.
After we all showered, the room was completely flooded and the same nice guy from the restaurant had to come and dry it USING A LOT OF DIRTY TOWELS FROM PREVIOUS GUESTS. He tried to contact the manager, but he didn't answer. In fact, Agoda also tried to contact the hotel and there was no answer.
The next day we left after noon and there was no one at the reception either. We saw the manager from the window and he wasn't even able to come and apologize. He wasn't even kind enough to offer us anything in compensation for the unpleasant stay, not even something as basic as a voucher for the restaurant.
We have never seen such bad service before. We know a lot of hotels in Bali and we can say that even the cheapest homestay on the whole island doesn't have such bad service as this hotel.
There are MANY beautiful hotels with excellent service, don't waste your time and money with this one!!! Really!!
