We stayed here for 3 nights on our honeymoon. All reviews are accurate. The hotel is so well designed, it has a calm soul and you use the space effortlessly- everything is where it should be. The amenities and products- amazing- you just do not want to leave the room or hotel and that makes it worth the money. We were hesitant in staying as we didn't think any hotel could possibly be worth the rate- but we would pay it again- worth every dollar. I won't say more about the good as everything below is spot on- I will only mention a few minor details as constructive feedback.
We stayed at a previous hotel, where as soon as I corrected my name on check-in, my correct married name was used and we were constantly greeted- we were hardly ever if at all greeted by our name here, and on the phone it was always by my maiden name no matter how many times I corrected or asked them to amend- this perhaps reflects where their service can be improved by making the guests feel more personable. Being newly married it was a bit of a novelty with my new name and it made me frustrated for them to get it constantly wrong and made me feel picky for correcting- so I gave up. On check in- they stated that they're service "comes from the heart" I didn't really feel that- front desk area staff feel a bit snobbish. If anywhere only from the restaurant staff- who were always impeccable & warm. However it is a really 'quiet' feeling space, so you don't notice this lack of service as the design of the space really promotes a sense of independence.
The food order on many times was incorrect, and the communication could be better- I am in a foreign country and do not expect their english to be perfect, but perhaps more experienced staff on the room service would be better. When getting the order wrong- eg. Because we didn't want to drink the local Arak, we asked for Mojito with Absolute, they brought us a mojito with Arak and Aboslut on the side. We had to specifically ask for the incorrect order to be taken off the bill. This was after we had called through the mistake immediately. I would expect at the Alila that on complaint, an apology would be made and they would assure that it would be taken off the bill. This really wasn't the case.
We purchased a prepaid package- 3 course meal, 90 min massage- for a price that really wasn't much less than what was on the menu. The set menu meal in Cire was disappointing- the main course was a roast chicken with peas and vegetables- nothing wrong with it, just a bit of a home cooked Sunday Roast,, the dessert was a slice of average cake- not the caliber of meal we expected. Our a la carte experience was so much better for the same price- and that food was great- not perfect, but great. The included spa; when we arrived we were told it only included 60min. We couldn't be bothered to argue. That's what this place does to you- the other 99% is so perfect and gets you so relaxed, with the free morning yoga, there's nothing really that can bother you!
On most nights returning from the restaurant, the staff are congregated in the driveway area chatting and what looks like socializing. Most times we had to return to the lobby area or wave to get their attention to drive the buggy up to our room when it is raining- they really should be more attentive- maybe greet us or even a little acknowledgement as we walk through. Generally the staff are great but I really think this front area staff let the team down- never really felt too much typical genuine Balinese friendliness, warmth or care from the staff there at the front desk- as mentioned- a bit snobbish. The porters, staff who attend to the rooms and the restaurant staff are so warm and lovely and go above beyond.
On our last day, we ordered breakfast to arrive at 5:15 am as we were due to catch a boat out- it didn't arrive till 5:35- this makes a big difference as instead of 45mins to leisurely enjoy breakfast we had to rush it in 25 mins. No apology. We were told that they needed a copy of our itinerary and it would be returned to us after the first day. This didn't happen, we had to chase it down twice- then they took 10 mins to locate it when we were checking out. When we had a boat to catch. Again, no real genuine apology.
As I mentioned, this place sucks you in with its beauty and perfection- it's the design of the space that makes you so forgiving. We are already planning a return trip on our anniversary.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.