We flew from Jakarta to Bali on the last day of 2016 with airport pick-up arranged with the hotel. Amid arranging the transportation 3 days prior to arrival, we made phone calls to the hotel and a follow up email informing them our flight details. The airport pickup service was USD35 with additional new year surcharge, we mutually agreed to the terms. There we arrived at midnight of the new year in bali just to find out that no driver was waiting for us. We made at least 3 phone calls to the hotel and the staff told us the driver was at international terminal when we have previously informed them our flight was from Jakarta. After 40 minutes of waiting and no phone calls from the hotel to follow up, we finally met our driver who took us to the hotel. On the next day, we told the hotel staff that the drop off service on departure day would no longer be required as we had arranged it elsewhere.
Our flight leaving Ubud departs at 9:45am and it takes about 80 minutes travel time to the airport. We checked out from the hotel at around 6:30am. Standard procedure - returned keys, staff checked our file and informed us we were free to go. So we assumed that the airport transfer cost was charged against our credit card they had on record.
Less than a week back from Bali, we got an email from hotel staff claiming 1. We did not pay for our airport transfer service; 2. We did not inform them that wr were checking out early, and that if we don't pay, "We have your copy of your passport here, so we can report this case as needed". As a frequent traveler I have not heard of "checking out early" was ever an issue, especially when they were aware of our flight time. Secondly, when we checked out from the hotel, the staff did not inform us of any outstanding balance. It is simply unfair to blame the carelessness of their own staff on us "checking out too early". The tone of the email is simply rude and unprofessional. We are deeply disappointed.
In all fairness, location of the hotel was alright, requires a long walk or a little driving from ubud central. Facilities wise, nice quiet jungle view from room and private pool, the room was clean and airconditioned. Although the path getting to the villas was a steep slope, it gets very slippery especially after rain, and/or with luggage.
Overall it wasnt the most pleasant experience with Anusara hotel although Ubud remains a nice place to visit. I wouldnt recommend to anyone if service quality as such persists.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.