We had a confirmed reservation for a club level room ocean front arriving on the 8th of February. The room was booked under my girlfriend's name as I did not want any special treatment because of my profile and past work history.
We ordered the car service that picked up us on time, and was more then gracious. We arrived to a warm welcome arriving at 7pm and showed them our reservations and were immediately told there was a problem in the reservation as they did not have it in their sheet as club, yet we did. We said we don't really care what the issue is but we just wanted our room and we will even pay more money.
They escorted us to the club level where we were asked to wait. We went to the club and had a glass of wine for about 20 minutes. Then a reservation manager came up and said they were looking into and was trying to figure it out. We thanked her and ordered some more wine, when the gentlemen at the desk informed us we were not club guests and if we wanted more wine we had to go to the bar downstairs. Embarrassed we did so.
We went down stairs until around 9pm when the reservation manager came back again and said she was still working on it. Make a long story it took over two hours to get our room. We left a message for the front desk manager that evening to contact us the next morning, no one ever did, so we went to the desk and said please move us to a one bedroom suite. We did not care what it costs.
When being escorted to our room we were escorted down a hall with plywood dividers that said do not enter, the bell boy said don't worry. What a way to get to your room!
We spent the day in Kuta, which is great by the way and returned to a great one bedroom suite non club level. The room was more then adequate but as I hope you investigate the half-bath was deplorable for any brand and not to any level of a Ritz. The toilet bowl has black stains, mildew on sink basin, mildew in shower, lint and dust covered and crawled out of the AC duct in the shower.
The room had not been walked through as the connecting door would not even lock so we had to call engineering to come drill that so we could lock that door. If that was not enough on Friday evening we return to our beautiful room only to hear construction outside. I am sorry. On both levels of rooms it would be a nice idea to inform the guest that there is construction on going through the evening. I called many times regarding these noises to the front desk and they told me they were making a new road. Finally the IT guy show up at 10:15pm and asks what's wrong. As soon as he entered the room he heard the loud noise. About 11pm the noise ended. I called and left a message on the cell voice mail of the hotel manager, no return phone call was made to us.
With all these issues, I am surprised that there was no follow up with management that had been requested on three days, and the condition of the first bathroom when entering the suite.
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