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Reviewed 5 October 2012

Beautiful Hotel with lovely gardens and one of the biggest pools Ive seen at a Hotel. The rooms are very large, modern but still have the taditional charm. Big comfy bed, very tidy and well maintained. Lovely balcony with sea/pool views and a waterfall/lagoon just outside our room was very nice and relaxing. Food was very expensive at the restaurant especially for Bali and wasnt value for money. Nice Cabanas by the pool although they are expensive to hire, which I found odd considering the amount of money we paid to stay at the Hotel. Great facilities and restaurants, lovely breakfast with great variety of fresh fruit, yoghurts, cereals, egg sation, asian dishes, western dishes, salads, variety of fresh breads and pastries and a juice bar! Nusa Dua is quiet a distance from Kuta and it is a pain to get a taxi due to traffice situation. Nusa Dua is nice and has lovely gardens,beaches, walking paths and markets.Not a hotel for families or someone looking to shop and spend alot of time in Kuta.

  • Stayed: November 2011, travelled as a couple
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1  Thank elishamaree
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
thelagunabali, General Manager at The Laguna, a Luxury Collection Resort & Spa, responded to this reviewResponded 8 October 2012

Dear Elishamaree,

Greetings from The Laguna Resort & Spa!

Thank you for sharing your experience and thoughts on your recent stay at our Resort.

We are really pleased to find that you are satisfied with our facilities and services and we really appreciate your highlights on our facilities and restaurant.

Thank you for staying with us and we do hope that your enjoyable experience will bring you back to us in the near future.

Sincerely Yours,

Mark Van Leeuwen
Hotel Manager

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Reviewed 3 October 2012 via mobile

We stayed at the laguna in May 2011 and enjoyed our stay so much that we booked a six night stay in late September 2012. The beautiful grounds and lagoon concept still wow but we felt our stay was lacking on a number of fronts, some of which were more down to other guests rather than the hotel itself.

We stayed in a corner room for a bit more space. Unfortunately the 4th floor guest room we were first shown was very overlooked and was a rather worn room with dents in the wooden flooring and quite a few ants in the bathroom. So we asked for another room. Our 2nd floor room was better located and less worn. But still it didn't feel like a five star room with small issues like pictures and evacuation notice on the door all at crooked angles! Mismatching bed valances etc. such things aren't a big deal but chip away at notions of being in a hotel from a 'luxury collection'.

Staff were very smiley, charming and helpful on the whole. We only used the 'butler service' twice. We ordered tea and waited forty minutes! To their credit, they did apologise but it did leave me thinking 'just give me the damn kettle!'.

Breakfast is ok but not a patch on other five star hotels I have recently stayed in. Fruit juices were not freshly squeezed and limited to orange and guava. Personally I like grapefruit! Good crispy bacon and egg station though. The complimentary afternoon tea is no longer self service. Rather a cake stand is brought to your table. They were edible but no more- none made me think 'hmmm delicious!'. We enjoyed cocktails most nights at the happy hours, bringing them down to 80rp each or around £5 sterling. The choices were all rather synthetic- would have preferred a decent magarita without the fruit syrup.

However, the thing that really detracted from our stay was the conduct of some of the other guests which a hotel has little control over. Some guests moved their sunbeds all over the place, making the resort look a mess. Far more guests smoking than our previous stay, some with little regard for neighbours by them. Lots of folk drinking alcohol at 11am in the morning, leaving glasses by the pool edge etc. at the risk of sounding a snob, I was also surprised to see some guests in full football strips, bintang vests etc. i suspect they were mainly fellow Brits!

So not quite the tropical paradise that we had hoped for, but not quite a paradise lost!

  • Stayed: September 2012
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2  Thank Jay78uk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
thelagunabali, General Manager at The Laguna, a Luxury Collection Resort & Spa, responded to this reviewResponded 5 October 2012

Dear Jay78uk,



Warmest wishes from The Laguna Resort & Spa!

We really appreciate your constructive feedback since it provides an opportunity to improve our property and service quality.

First of all, I would like to sincerely apologize for all the inconveniences whilst residing at The Laguna, Luxury Collection Resort and Spa, Nusa Dua, Bali.



In regard to the condition of the room, please be rest assured that we have raised this with our Executive Housekeeper for immediate follow up and rectification. We sincerely apologize for the shortfalls you have experienced.



It is really a concern to find out that it took so long to deliver your tea order. I would like to assure you that this is not indicative of the normal level of service that we are maintaining so far. I have personally spoken to department concerned to re-look into this and consequently share your feedback with the team for their improvements. Through constructive feedback of this nature we are able to isolate the finer details in customer and guest satisfaction in order for us to focus our attention on constantly striving to exceed guest expectations

We would also like to apologize that our breakfast quality did not live up to your expectation. This is not in line with other reviews we normally receive and we will discuss your concern with our Culinary team so that improvement can be made for your utmost satisfaction.

In closing we would once again like to apologize for the shortfalls and we look forward to welcoming you back to The Laguna Resort & Spa when you will notice a significant improvement.

Yours sincerely,


Mark van Leeuwen
Hotel Manager

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Reviewed 2 October 2012

This resort is amazing. So clean, amaxing location and so relaxing. The staff are so friendly, plesent, courteous, helpful and nothing is a problem to them. The food was excellent especially the lunch menu offered from the bar which we had everyday over looking the bay. There is a very relaxed atmosphere in the complex. I would highly recommend this resort for couples who is looking for a relaxation break in a very special place. I will defiantly be returning to this resort.

Room Tip: Pool view rooms are nice and some get the evening sun
  • Stayed: September 2012, travelled as a couple
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2  Thank JohanneM72
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
thelagunabali, General Manager at The Laguna, a Luxury Collection Resort & Spa, responded to this reviewResponded 4 October 2012

Dear JohanneM72

Warmest greetings from The Laguna Resort & Spa!

Thank you for sharing your wonderful moment with us on our trip advisor pages.
It is pleasing to learn that everything we offered has met your expectation.

We would like to thank you for highlighting our facilities, the team and our cuisine. Allow us to pass this positive feedback to our team for acknowledgement of their efforts.

We do hope that your lovely memory of The Laguna Resort & Spa will bring you back in the near future


Sincerely Yours,


Mark Van Leeuwen
Hotel Manager

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Reviewed 2 October 2012

Our stay at this resort was not great in spite of a recommendation from friends who stayed there when it was owned by the Sheraton Group.Things have clearly not improved since then and it should only be considered a 4 star hotel at best. We had just spent three nights at the nearby Intercontinental Hotel in Jimbaran Bay and the Laguna was more expensive and of inferior quality. The booking was botched in spite of us making it clear on line what we wanted and we had to pay for an upgrade to get what we originally asked for ( a ground floor pool view room). The first room that we were put into smelt of mould and it seemed like it needed a prolonged airing. Food and beverages were very expensive at the Laguna although the quality was good. The rooms were fairly small and some of the showers were built for midgets. The pools and the beach areas were well looked after, but we had a forgettable stay at this property.

Room Tip: Try another hotel
  • Stayed: September 2012, travelled as a couple
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2  Thank Tank09
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
thelagunabali, General Manager at The Laguna, a Luxury Collection Resort & Spa, responded to this reviewResponded 4 October 2012

Dear Tank09,

Warmest wishes from the Laguna Resort & Spa!

Thank you for taking some of your precious time to post your review on TripAdvisor.

First of all, I would like to thank you for your constructive feedback and I regret to learn that you were not entirely satisfied with your stay with us. In reference to your comments related to your room allocation, please be advised that we do not have Lagoon View rooms on the ground floor, as the Lagoon rooms on the ground floor are all Lagoon Access rooms which are of a higher and different category.

I have noted your additional comments re the rooms as well as your feedback in regards to the prices. Rest assured that we value your feedback and we'll continue to make sure that the pricing of all our services, including Food & Beverage are in line with similar 5 star resorts in the area. Please be advised that at The Laguna we display net prices on all our menus, which means that the prices are already inclusive of 21% government tax and service charge, which is not the case in most other establishments where this is added to your final bill.

I would like to thank you for your positive comments regarding our pool and beach areas. We do hope that you will allow us to serve and welcome you back again to The Laguna Resort & Spa in the near future.

Please do not hesitate to contact me directly in case you wish to discuss your experience in our resort further.

Sincerely yours,



Mark van Leeuwen
Hotel Manager

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Reviewed 1 October 2012

Great hotel. Travelled with our 1 year old and it was perfect. Had everything we needed. Food was great and staff were so friendly. Nice spot in Nusa Dua. Would highly recommend staying there if you are looking for a relaxed holiday by the pool.

  • Stayed: August 2012
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1  Thank kbom
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
thelagunabali, General Manager at The Laguna, a Luxury Collection Resort & Spa, responded to this reviewResponded 2 October 2012

Dear Kbom,

Warmest wishes from The Laguna Resort & Spa!

We really appreciate your favorable review regarding your recent stay with us.

It is pleasing to learn that you enjoyed everything we had offered and we hope that this beautiful memory will bring you back to our Resort in the near future

With best regards,

Mark Van Leeuwen
Hotel manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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