Started off well with a pre-arranged pick up from the airport, but for almost double the cost of a normal taxi, which is expected. A bottle of water given to you by the driver, warm and the car not the best AC ever. Anyway, got to the hotel safe and sound, the reception area needs AC badly, I could hardly breathe as it was so hot and stuffy.
Check in smooth and quick, but then was left in chair, I presume to finish off my welcome drink, iced tea. I don't drink Iced tea and wasn't offered anything else, but was left on chair in blazing heat it seemed until I drunk it. I then went to the desk and asked to be shown to my room.
Room was OK, enough space for my friend and I, a nice little balcony over looking the gardens, which are beautiful. The bathroom, not sure on the glass window (luckily had a blind) that you can see into the bedroom. Bath had cracks in it and toilet seat was a bit dusty, other than that all fine.
The room itself, a bit tired looking, walls look a bit dirty, phone and surfaces not dusted properly and phone in the bathroom had months of dust on it.
Pool areas, grubby looking, bottom of pools looked brown. Plus point is that there is loads of room. Down side is we asked the towel guys to move two loungers for us to an area by the pool, they didn't seem that interested or motivated and when we aksed them for a bucket of ice, I was told on the first day to go the bar. We asked for the loungers and bucket of ice every day, the service slightly improved. At least I didn't have to go to the bar myself this time. But you would of thought that each day that we arrived at the pool they would of got the loungers ready for us in the position we sat in every day. That is 5* star service, but this was not to be.
Food was average, the breakfast was ok, the eggs very good, but very slow to be made. I think the pastries and all food should be covered up. I was put off by the flies on the doughnuts.
Lunch time bbq, you knew when it started because the smoke choking us by the pool indicated that, We didn't try the bbq as nothing was made to order, just all cooked at the same time. The pizza's were the best thing on the menu.
Drinks, so overpriced it was outrageous. We went into the Bali collection to purchase water and wine. The cocktails at happy hour seemed very watered down and were still expensive for happy hour.
The shuttle bus that takes you to the Bali collection (shops, one nice restaurant, the rest are dirty and awful food, and coco supermarket) is not run by the hotel. It is supposed to run from the hotel at 10 mins past the hour and pick up on the hour back to the hotel. One evening we were waiting for it in the night and it didnt arrive, when we asked the guy at the desk, he said nothing to do with him and laughed, I asked him to find out about it as it is advertised in the hotel directory book and therefore their responsibility, After I told him it wasn't funny, he then sorted out a hotel driver to drop us there, It's only a ten minute walk there but at night time not suitbale for two ladies. Especially when in the day time when we walked there and the taxi drivers hassled us even though we said we didn't need a taxi, and the one taxi driver who was relieving himself of his bladder into the bush, we thought better of walking past them in the night time. This was just outside of the hotel gates, not ideal to be hassled by men at any time of the day.
Room service was fine, but once we had used all the glasses in the cabinet, they were not replaced when our room was cleaned, we had to ring up and ask for more. once again, not 5 star service.
The beach was small, and dirty, OK not the hotel's fault if people throw trash into the sea, crisp packets, bottles, but a clean up should be done all day long. We did see guys picking up trash but then burying it in the sand...hmm!!
Also the electricity went out a few times when we were there, not ideal when in the bathroom.
While sunbathing, we had the guys watering plants near us, and the floor area, shouldn't this be done overnight or early morning?
Spa was lovely and not so overpriced,but there are good ones in the Bali collection mall if you looking for a massage at half the price.
Overall a pleasant holiday as the weather was fab, but not five star as advertised and won't be going back. Thought Bali was going to be paradise, I was wrong!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
June 13, 2013
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Warmest wishes from The Laguna Resort & Spa!
Thank you for posting your review on TripAdvisor and I regret to learn that you were not entirely satisfied with your stay with us.
Your comments regarding the condition of your room as well as the service at the pool have been followed up upon and shared with the relevant department heads for immediate improvement.
In regards to the shuttle service to Bali Collection, please note that this is entirely managed and operated by Bali Collection. I apologize that our associate had inadequately handled your concern while the Bali Collection shuttle was delayed and did not arrive on schedule and I am pleased to learn that we have been able to drop you off instead.
Your constructive feedback regarding our beverage prices is noted. Unfortunately, the taxation on alcohol and in particular wine is extremely high in Bali, which has an impact on the selling prices. Rest assured that our pricing is regularly reviewed to ensure that it remains competitive among surrounding establishments.
Once again, thank you for your feedback and we do hope that despite your disappointment on this occasion you will allow us to serve you again in the future.
Mark van Leeuwen
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.