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Reviewed October 2, 2013

The hotel is real nice, is just a pity that the reception and accommodation staff has no clue as to what is happening.... Our driver did not pitch up at the airport to collect us as they were told by the hotel our booking was canceled. We ended up sitting at the airport trying to sort out our fully paid transport for 2 hours. We booked and paid for 2 rooms months in advanced but when we arrived we were told that they only have a booking for 1 room and not 2, still do not understand if they had a booking for 1 room why they told the transport company that we cancelled, surely if there is still a booking for 1 room the people need to be collected. We finally got another room and was told that they did not receive payment for this room and we need to pay in full for the 2nd room but because its weekend they can only contact the booking agent on Monday and they will get back to us on Monday to confirm if it was sorted. We heard nothing and when we went back to them on Monday they still could not answer us, they will get back to us. Our travel agent in SA finally managed to sort out the problem. When we checked out we were told that it will take 10 days to refund the holding deposit on my credit card, I said to them that I need to use this card in Hong Kong for the hotel there and was told sorry nothing we can do it will be 10 days. Its now 12 days and we back in SA still no refund on my credit card. The front desk staff really need to be trained to handle visitors in a more efficient way and not just pull up their shoulders and say nothing we can do.

Apart from this issue the hotel is real nice, the food and beverage staff are great and the selection buffet was real good. The pool boys and setup at the pool are good and the bell "boy" are also very helpful. If you looking for shopping this is not the place, take a taxi to Kuta Market where you can find great shopping.

Room Tip: Check your booking with the hotel via email direct before your departure to ensure they have your booking. Also if you would like a sea view or be in the main building check that you are not booked in at the rooms across the road from the main building.
  • Stayed: September 2013, traveled with friends
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2  Thank SouthAfrica-Pretoria
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Novotel B, General Manager at Novotel Bali Benoa, responded to this reviewResponded October 3, 2013

Dear SouthAfrica-Pretoria,
thank you for your comments and for the good comments on the hotel itself in our services.
I am sorry you had to experience the described issues at check in, however we had to sort out this situation with your booking agent in SA. We immediately tried to contact your agent in SA but only got a response after Monday and only then the booking and payment for the second room was secured and confirmed.
Thank you for your understanding that we were asking for your credit card as security until all was sorted out. We immediately released the amount back to your credit card from hotel side, but are not able to speed up the process between banks and credit card companies.
Please be assured that we tried everything immediately to ease the situation for you and found immediately a room to accomodate you.
Regards, Alexander Poindl, General Manager, h1922-gm@accor.com

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Reviewed October 1, 2013

  • Stayed: September 2013, traveled with family
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Review collected in partnership with Accorhotels.com
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
Novotel B, General Manager at Novotel Bali Benoa, responded to this reviewResponded October 3, 2013

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Reviewed September 30, 2013

  • Stayed: September 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
Novotel B, General Manager at Novotel Bali Benoa, responded to this reviewResponded October 3, 2013

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Reviewed September 30, 2013

I stayed here with my wife for five days to celebrate our honeymoon. I planned a quiet, cozy place with a private beach, with the room opening up directly towards the beach itself. Thankfully I got the first two, because their premium beachfront villas were way out of our budget.

The location is a good 45 minutes away from the airport, but arrive during the rush hour when people come to and leave work (and school) and the travel time easily dips to the 90 minute mark. There are plenty of foreign exchange joints around the resort--it's best to choose the well-lighted ones with their own airconditioned shops. Shady forex shops with high rates are known to shortchange foreigners.

We availed of Novotel's Deluxe Honeymoon package which personally felt like a great deal. Aside from the room itself which had a daily buffet breakfast, the additional package gave us a bottle of Balinese wine, souvenirs (a sarong and shirt), fifty minute massage for two at the spa, airport transfers both ways, and my favorite: a 3-course candlelight dinner by the beach--now doesn't that have romantic written all over it?

Unlike other reviewers' experiences with Bali, absolutely nobody from the Novotel staff gave me any sign of expecting a tip. No one, not from the driver who picked us up from the airport, to the housekeeping staff whom we had to ask for extra room items. I didn't feel obliged at all, despite their high level of helpfulness.

A very decorative arrangement of two towel swans in a heart formation greeted us as soon as we entered the room. It was placed neatly on top of the bed. This was nice, but the deluxe honeymoon package indicated a flower arrangement. No matter; anyway that meant extra towels for us. The room was very spacious. We requested a king size bed, and they delivered just that. Pillows can be changed upon request, but we liked the ones that were there. The Tropical Terrace room we picked seemed to be the perfect room for couples, as the other larger villas had more living room space for families and groups of friends. The shower had great hot and cold water delivered without a hitch, and the bathtub right in the middle of the bathroom was nice. Their toilet was equipped with an automatic bidet that reveals itself when you activate it and retracts when you turn it off. The bath accessories are under their own branding and are of very high quality.

Their beach is very quiet and the waves rarely crash, unlike the west coast. During low tide, the beach reveals long sandbars that kids can play on, in addition to stuck boats. Their beachside pool is moderately-sized and goes from five to about twelve feet deep. There's also a kiddie pool.

We didn't try out the fitness area. But the spa massage was glorious. They served tea afterward.

Breakfast is divine. The honeymoon package we got included a "romantic breakfast in bed," but we decided to just spend all of our breakfasts at the buffet area. The selection was extensive. Cereal, bread, finger foods, ice cream, soup, rice, eggs, an egg station, glazed bacon, grilled tomatoes, roast chicken, waffles, pancakes/crepes... the works.

We tried out one of their buffet dinners. It was Italian. Pasta galore and other Western picks. Price was pretty decent generally, but for a scrimping couple it's a splurge.

One mistake we made was not preparing for a day tour in advance. We asked the front desk to arrange a day tour for us on our second day. When that day came, it seemed that they had forgotten, and when the driver came, he hardly knew any English at all. We expected a group tour, but it was actually a private car rented to us for eight hours--and we had to pick where to go by pointing on a laminated map because again, the driver did not know how to speak English. Did we mention that their eight hour rate could get us fourteen hours if we contacted a freelancer/travel guide/someone else? That was my only gripe. In the end, we were only able to get to two places, the Tanah Lot and the Bali Zoo. Traffic was hellish.

The 3-course dinner by the beach on the third night was something to remember. We were lucky to be graced with a full moon, and the waves were quiet. When they say 3-course, they mean that with an air of luxury. Plating was excellent, and the temperature of the food was perfect. It even included another bottle of Balinese wine, which now means my wife and I would be consuming two bottles during the course of our stay. The waiters were very friendly and gave us the privacy of a very romantic honeymoon dinner.

Dining outside the hotel is OK, but not that cheap compared to the hotel. For real budget eats, sadly that's going to be found elsewhere, like the Kuta district. Nusa Dua is a luxury area of sorts, and you either stay in the hotel and enjoy the facilities and amenities to your heart's content, or be prepared to spend for transportation to the hustle and bustle areas.

  • Stayed: September 2013, traveled as a couple
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3  Thank TomPuno
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Novotel B, General Manager at Novotel Bali Benoa, responded to this reviewResponded October 1, 2013

Dear TomPuno,
thank you very much for your detailed and very positive review. My team and I are really happy we could add some memorable moments to your honeymoon and you enjoyed your stay.
I am sorry about the misunderstanding about your day trip and thank you for letting us know so we can improve our service in this aspect.
Looking forward to welcoming you back at one of your anniversaries :).
Best regards, Alexander Poindl, General Manger, h1922-gm@accor.com

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Reviewed September 28, 2013

Everything was great, good location, good food, friendly stuff, beautiful surroundings... You do not have to do anything, everything is done for you, everything is made you could relax and enjoy your days in islands of Gods. Certainly, worth all the money. Highly recommend :)

  • Stayed: September 2013, traveled as a couple
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1  Thank Ruta K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Novotel B, General Manager at Novotel Bali Benoa, responded to this reviewResponded September 29, 2013

Dear Ruta K,
thank you so much for this fabulous review and we are happy you fully enjoyed your holidays with us. Thank you for your recommending our hotel and hope to see you again.
Best regards, Alexander Poindl, General Manager, h1922-gm@accor.com

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