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Reviews (4,257)
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Reviewed 17 April 2018

My husband and I with our 2 grandchildren stayed at this hotel as part of a luxury escape package. The luxury escape included drink vouchers for 2 cocktails each night. We used these one night at the Indonesia buffet, they were accepted and we had 2 drinks but paid for 2 for the kids.
When we checked out the drinks we had were charged on our account with the receptionist saying you could not redeem the voucher at this dinner. I advised the staff had accepted the voucher. She did not believe this and I spent probably 30 mins while she checked and merely said you cannot use the voucher at this restaurant and basically reused to believe it had been accepted by the waiter. The charge for the drinks was $40 Australian dollars!!!!

In the end as our transfer was coming she said I will deduct it from the bill and will further investigate. I thanked her and she credited the account.- I actually mentioned to my husband when she credited it that I felt it was a ploy just to get rid of me and would not be surprised if it re appeared on my CC

Low and behold I was at the airport had not even left the country when I received an email stating that they are taken the money back from my account as they could not find the voucher

I was going to dispute this on my CC but instead have decided to share it with potential guests. I find this behavior and arrogance unacceptable for a hotel of this standard and will never return and will ensure none of my Australian friends who were waiting to see our thoughts re this hotel will never stay there either

Room Tip: don't go that is best tip
  • Stayed: April 2018, travelled with family
    • Sleep Quality
    • Rooms
    • Service
7  Thank 280beac
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 16 April 2018

Fab hotel, staff are lovely and the grounds are majestic, truly faultless! the only thing that lets this hotel down was the state of the room.

Our room desperately needed a refresh, the plug in the sink was broken, paint peeling off around the vanity unit but the air-conditioning air intake filter was clogged with dust, someone has propped the filter up with a hotel pencil to allow more air to pass, but alas our room never got below 27 degrees even at night which whilst better than outside was still just too hot. The Balcony door has a trip on it to stop the air con when the door is open, but this is wasted TBH as you could limbo dance under the gap around all the doors, closing this would give the air conditioning a chance. On our last day water started to leak through the ceiling (thankfully into the bath) but there are lots of stains on the ceiling where this has happened before.

Cleaning of the pool was slack too with a thick black line of suncream around it, and the day before we left someone wrote something in it, and the next day the pool was cleaned over night. I wouldn't swear on it but think it was the first time in the 16 nights we were there - all very disappointing for a top hotel.

To summarise the hotel and gardens are fab, our room was a letdown and having stayed at the Hyatt in Hua Hin can say that its is not as good over all.

  • Stayed: March 2018, travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
1  Thank Paxomp
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GrandHyattBali, Grand Hyatt Bali Team at Grand Hyatt Bali, responded to this reviewResponded 17 April 2018

Dear Paxomp,

Greetings from Grand Hyatt Bali,

Thank you so much for taking the time to share your helpful and comprehensive review with us on our trip advisor page.

Your feedback on our various facilities and services are well received and greatly appreciated and we apologize in regards to some aspects of the resort not meeting your highest standards. Your comments on the room and pool conditions are well received and greatly appreciated and we will forward your review to our internal team to identify the areas that needs improvements and to make necessary changes.

We assure you that your valuable feedback will certainly help us in further improving and enhancing the service delivery within the areas highlighted in your note.

We sincerely hope you will allow us another opportunity to redeem ourselves and make up for the previous experience at our resort.

Please feel free to let us know if we can be of any other assistance.

Thank you and have a great day!

With best regards,

Grand Hyatt Bali team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 April 2018

This hotel is beautiful and the grounds are very well maintained. The staff are amazing and every single one of them went above and beyond to ensure our needs were met. I would definitely stay her again.

  • Stayed: April 2018, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hyatt Hotels
2  Thank thyndman
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GrandHyattBali, Grand Hyatt Bali Team at Grand Hyatt Bali, responded to this reviewResponded 17 April 2018

Dear thyndman,

Greetings from Grand Hyatt Bali,

Thank you so much for taking the time to share your wonderful review with us on our trip advisor page.

Your feedback on our various facilities and services are well received and greatly appreciated and we are happy to know that you and your family are enjoying your stay at our resort.

Your comments on our staff will certainly motivate all of our team to continue to provide the best hospitality experience for all of our guests.

We would love to welcome you and your family back again anytime when you plan to visit Bali in the future.

Have a lovely day!

With best regards,

Grand Hyatt Bali Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
A TripAdvisor Member
22
Reviewed 15 April 2018 via mobile

Absolutely disgusted ....

Family booking 6 rooms with staggered arrivals

Luxury escapes package

Traveling with elderly and children

Transport to hotel ...
Advised we would be met at the airport
After running around for an hour after being told we were provided with a car - five seater for 7 people with 7 bags ...

Six phone calls, many misunderstandings, and finally we are on our way ...

My advice - make sure you check and double check your arrival ... the driver pick up area is like nothing you have seen before

Stayed: April 2018, travelled with family
2  Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GrandHyattBali, Grand Hyatt Bali Team at Grand Hyatt Bali, responded to this reviewResponded 16 April 2018

Dear Guest,

Greetings from Grand Hyatt Bali,

Thank you for taking the time to share your experience with us on our trip advisor page.

We apologize in regards to your unpleasant experience with the pickup process from the airport to our resort.

We will forward your review to our team and we will make sure that this incident won't happen again in the future for all of our guests.

Let us assure you that it’s our constant endeavor to ensure that all our guests are treated with utmost care, respect and priority at all times and we remain committed to offer the highest level of hospitality for all our guests and assure you that this matter is being looked into.

We assure you that your valuable feedback will certainly help us in further improving and enhancing the service delivery within the areas highlighted in your note.

We sincerely hope you will allow us another opportunity to redeem ourselves and make up for the previous experience at our resort.

Please feel free to let us know if we can be of any other assistance.

Thank you for your understanding and have a good day!

With best regards,

Grand Hyatt Bali team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 April 2018

We stayed in the suite and it was amazing, we

really like the balcony views, our favorite plaace

was the Balinese pool. We enjoyed their spa and

the buffet restaurant at night including local

show and acting. The property is very beautiful

and huge. So many plans to do in Grand Hyatt.

  • Stayed: March 2018, travelled as a couple
    • Location
    • Sleep Quality
    • Service
1  Thank Ruben A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GrandHyattBali, Grand Hyatt Bali Team at Grand Hyatt Bali, responded to this reviewResponded 16 April 2018

Hi Ruben,

Greetings from Grand Hyatt Bali,

Thank you so much for taking the time to share your wonderful review with us on our trip advisor page.

Your feedback on our various facilities are well received and greatly appreciated and we are happy to know that you and Rachel had an amazing experience while staying with us at the resort.

Your comments will certainly motivate all of our team to continue to provide the best hospitality experience for all of our guests.

We would love to welcome you and Rachel again to our resort anytime in the future when you plan to visit Bali.

With best regards,

Grand Hyatt Bali Team

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