The hotel is in a very good location in Seminyak. The staff were polite, friendly, professional, and communicated very well throughout my stay. They genuinely seemed to care about their guests and wanted us to have a pleasant experience.
However, the upkeep of the hotel was disappointing. I understand the hotel only opened in December 2024, so it is still relatively new, which made it surprising to see visible wear and tear. The floors and walls had stains and marks (shoe prints, luggage wheel marks, smudges, etc.), and overall the property did not appear to be well maintained for a hotel of this standard.
Upon checking into my room, I was shocked to find strands of hair on the toilet floor and the room floor did not look properly cleaned. I informed the front desk and requested for the room to be cleaned while I went out for lunch. When I returned, expecting to shower and rest, I discovered that the room had not been cleaned at all. I contacted the front office again and was told housekeeping was only about to be sent up, which was very disappointing.
I then spoke with the duty front office officer, Mr. Bagus, who personally came to inspect the room. He was very apologetic and clearly explained the steps they would take to resolve the issue. Although I had also contacted Trip.com regarding the situation, I decided to give the hotel another chance due to his professionalism.
The hotel eventually resolved the matter by upgrading me to a suite and ensuring the new room was thoroughly cleaned before I entered. I was even given the opportunity to inspect the room first and decide whether I wished to accept it or seek a refund and move to another hotel. Mr. Bagus handled the situation professionally and communicated sincerely, which I appreciated.
Nevertheless, I hope the hotel reviews its housekeeping standards and general maintenance. For a newly opened IHG property, the current level of upkeep does not reflect the brand standards guests would reasonably expect.
