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Reviewed 23 August 2019

We are a family of four inc 2 children aged 13 and 10 staying in a suite. We were told that we had to take afternoon tea and cocktails in the Lobby Lounge as under-12 are not allowed in the club lounge.

We were happy to do that but later found out that the food offerings during cocktail hour was a poor, poor version of what was offered in the club lounge. There were only 4 types of canapé each everyday, compared with a buffet spread of spring rolls, crab chuwammushi, chicken rolls, veloute, 4 types of crackers, 2 types of salads (jellyfish and seaweed), fish croquette, potato croquettes, cookies, among others in the club lounge on the Wednesday.

I made a complaint to the duty manager on Thursday to say that we were disappointed that families were discriminated against in such a blatant way. At check-in, we were assured that we would receive all of the benefits offered in the club lounge but this was not the case. He promised that it would be different from Thursday but it was in fact even worse - on Thursday, the cocktail offering was again just 4 canapé including one spicy beef cubes, which is of course not suitable for many young children.

I have also written to the GM but have received no reply. The duty manager has also not checked back with me to see if I’m satisfied with how the complaint was handled.

The lobby lounge is also next to the block that is being renovated and hence, families had to put up with hammering renovation noise at least the first three days that we were there. It was hard to understand why families couldn’t be accommodated in Suku for high tea and cocktails as the restaurant was farther away from the renovation.

Given that families pay the same to stay in a suite, I’m not sure why the hotel has such casual disregard for us.

If I were coming to Bali again with family, I certainly wouldn’t choose to spend my money at Conrad. The treatment of families with young children is simply not up to scratch.

Date of stay: August 2019
Trip type: Travelled with family
2  Thank Han-Nee T
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
ConradBaliManager, General Manager at Conrad Bali, responded to this reviewResponded 16 September 2019

Dear hntay,

Thank you very much for your recent visit and for sharing your feedback on this forum.
As we personally spoke during your visit, I would like to again apologize for the inconvenience you encountered. I am very sorry that the alternatives offered by our team and myself did not meet your expectations and I hope you enjoyed the complimentary dinner we provided.
The Conrad Suites, located in a secluded part of the resort, ensuring privacy and a different experience from the main resort. Whilst children are welcome to stay in the Suites, the lounge and the dedicated pool are for adult guests only. We do offer alternatives for families staying at the suites.

Thank you for having been our guests and would be glad to welcome you back again to provide you a wonderful family vacation.

With kind regards,
Andreas Justkowiak
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 August 2019 via mobile

Thoroughly enjoyed our stay in the Conrad. Book suites if you can- great afternoon tea 3pm - 5pm and then cocktails 5pm - 7pm in executive lounge (over 12s only). Super friendly service and good breakfast choice. Never struggled to get sun loungers during our stay and hotel grounds / pools are stunning. Beach frontage nothing special but nice outlook over water sports. Beware booking these here though / do internet research - lots of companies will pick you up at s fraction of the cost of activities from the Conrad beach. Same as day trips - book off internet and save lots. Many good food options outside on Main Street and great spas. Try the Place yo eat and Carla’s Spa - shirt walks. Can be lots of walking as grounds of the Conrad are large. We stayed in the suites building at one end of the site so good 10 minutes to walk to breakfast. There is renovation of one block currently- didn’t really impact us greatly but could hear drumming on occasions. Suites are great for families - spacious and well serviced. We got 6 pieces of laundry a day cleaned as well as breakfast, afternoon tea and cocktails in Executive lounge included - well worth the extra cost

Road outside is typical Bali - good and bad and untidy in areas, but lots to do. Bali Collection shopping is a short taxi ride away (taxis are cheap). Think we paid circa IDR 15k. Use metered Blue Bird taxis - lots are blue but make sure it has s bird picture on roof

Date of stay: August 2019
Trip type: Travelled with family
Thank Pitmans4
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
ConradBaliManager, General Manager at Conrad Bali, responded to this reviewResponded 28 August 2019

Dear Pitmans4,

Thank you very much taking the time to post your review about your recent stay with us on Tripadvisor. I am delighted to learn that you enjoyed your stay and had a memorable holiday. I will definitely share this happy news with my team. We all look forward to having you with us again in the future.

With regards,
Andreas Justkowiak
General Manager

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Reviewed 22 August 2019

I stayed at Conrad Hilton for the duration of 4 nights and have never received such poor service. We waited 1-2 hours for meals which was either incorrect or poor quality. The restaurants were severely understaffed.

We requested twin share as I was staying with my father and we were put into a room with a king bed. They took some time to amend this. The bathroom drain had a very bad smell and there were loud renovations all over the resort.

We would not recommend staying here.

Date of stay: August 2019
Trip type: Travelled with family
3  Thank Emma R
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
ConradBaliManager, General Manager at Conrad Bali, responded to this reviewResponded 28 August 2019

Dear ECRTravel,

It is with regret that you encountered issues during your recent stay with us. Our Food and Beverage team has received your feedback and is already taking steps to review our service. Please also accept my apologies for not able to deliver your requirement of twin share room. Indeed the room could have been better prepared and should not have impacted your stay experience. Your concern about the bathroom drain had been addressed accordingly, to avoid similar issue in the future.
Once again, please accept my sincere apologies for your disappointment. Although you have indicated otherwise, we hope for another opportunity to deliver a better stay experience to you should you choose to stay with us again in the future.

With regards,
Andreas Justkowiak
General Manager

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Reviewed 22 August 2019 via mobile

Not one for reviews but hoping this will make a difference to someone when choosing the Conrad

The first impression is almost like its the training ground for all new recruits, most are running around ragged, little interaction not the whole Bali experience

The hotel is also very under staffed, long waits on the phone, room service is very slow and service is hit and miss around the pool

Breakfast is like a wild west show, staff giving orders on microphones, nobody doing the work, cutlery, aprons, clean tables not evident

Wifi keeps dropping out, queried multiple times, just provided with a 24hour access code, poor poor poor

No business facilities at the hotel, five star hotel? Concierge wouldn't allow us to even use the pc, wasn't authorised, really!

Hawkers around the pool, smell of petrol from the jet skis in abundance

Resturants empty, too expensive and as a consequence, no atmosphere

On the plus side, the rooms are nice but be very wary

Feels from a UK perspective, a bad Thomsons holiday

Ps half of the hotel under construction

Date of stay: August 2019
Trip type: Travelled with family
3  Thank tonybH7276CT
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
ConradBaliManager, General Manager at Conrad Bali, responded to this reviewResponded 28 August 2019

Dear tonybH7276CT,

Thank you for your recent stay with us and for having taken the time to share your experience.

Please accept my apologies for your disappointment and the service lapses you described. Each of the points you mentioned that are in relation to our service standards, especially the slow service and unstable wifi connection, are most certainly not the in line with the type of experience we aim to provide to our guests. Please rest assured, we have addressed your concerns with our Team and have emphasized the preventative measures we have in place in order to avoid mishaps like these.
Also, I'm sorry that the water sports activities on the public beach in front of our resort have affected your holiday. Unfortunately, we can only influence this to a limited extent.

Whilst we cannot undo the disappointment you are feeling about what should have been a perfect stay experience, we really hope to have another opportunity to welcome you back to our resort.

With regards,
Andreas Justkowiak
General Manager

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Reviewed 21 August 2019 via mobile

Conrad bali is a fabulous retreat and especially the sunrise yoga amongst the delicious frangipani trees and the morning birdsong overlooking the ocean and sunrise.
The best amazing yoga teacher is Denny
It would be nice to have some new yoga mats please,these are worn and feel sticky.
Thank you

Date of stay: August 2019
Trip type: Travelled on business
Thank Wiki03
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
ConradBaliManager, General Manager at Conrad Bali, responded to this reviewResponded 26 August 2019

Dear Wiki03,

It is so lovely to read how much you enjoyed the sunrise yoga activity and we are all humbled by your positive comments. Thank you for highlighting Denny – the yoga teacher, I will definitely pass on your comments to her. Your constructive feedback about the yoga mats had been addressed accordingly for improvement.

Thank you for sharing your experience, we do hope to welcome you again in the near future.

With regards,
Andreas Justkowiak
General Manager

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