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misopiso88
Seattle, Washington

Awesome Family Hotel!

5.0 of 5 bubblesReviewed Aug 6, 2017
Four of us were staying in Ubud for 10 days so we opted for a 2 villa suite with pool at Ubud Heaven Sayan. We loved it! Complimentary breakfast was great, staff was friendly and location in the rice fields was perfect. We had fun exploring all the paths out of the back of the property and into the village of Penestanan. We will definitely tell friends!
Date of stay: June 2017
Trip type: Traveled with family
4.0 of 5 bubblesValue
3.0 of 5 bubblesCleanliness
5.0 of 5 bubblesService
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Reviews (170)
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Reviewed July 16, 2017

My wife and I have just returned from 15 amazing days in Bali, and for the most part, we had an amazing time going to great sites, eating incredible food, relaxing and enjoying ourselves.

For the last eight days of our trip, we stayed at the Ubud Heaven Sayan, which is a very lovely property. Our villa was beautiful and private, and the staff was wonderful..except for one person- the property manager. On our 2nd day, the manager, whose name is Solin, welcomed us as we had breakfast and asked where we were from. As we finished breakfast, my wife started looking around and he approached me and said, "If you want any SPECIAL massages I can tell you where to go." I told him I am happly married and don't need that type of service and walked away. I felt his comment was totally inappropriate and double checked later to make sure he is, in fact, the resort manager and he is. Later, I noticed my wife looking disgusted each time he was around and always wanting to go when he showed up somewhere. When I asked her about it, she just said, I don't like that guy and I told her I felt the same way.

On our last day in Bali, my wife told me why she felft uncomfortable when the Ubud Heaven Sayen manager was around. One morning after breakfast, she went to the restroom and the manager approched her, looked at her from head to toe and said, "your body reminds me of my ex-girlfriend who was Japanese." My wife was shocked and from that point on, she didn't feel safe and wouldn't go anywhere without me. She told me in our last few hours about the incident because she didn't want to ruin our vacation.

The Sayan is a decent property, but the manager is horrible. I regret not taking a picture of the manager to add to this review. The rest of the staff were wonderful and went out of their way to be professional and give great service, but the manager is a different story.

Other things you should know about the property is there are rice fields all around the property and the sound of the frogs and ducks at night may keep you up at night. Also, the property does not have any first-aid equpment should injure yourself. The other annoying thing is that the Wi-fi isn't good there. You can find great wi-fi service in almost every spot you so, but at the Heaven Sayan, you wil have to re-enter the hotel password every 10-15 minutes.

Date of stay: July 2017
  • Trip type: Traveled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
3  Thank MatthewS3264
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
radenbagus_sn, Manager at Ubud Heaven Sayan, responded to this reviewResponded August 17, 2017

Dear Matthew S,

Thank you for your feedback, but let me clarify in advance that Mr. Solin is not Property Manager in Ubud Heaven Sayan and our Manager in Ubud Heaven Sayan is only Mrs. Suki and me. We have also investigated to Mr. Solin but he said he never did that. And we deeply regret that during your stay with us for 8 nights, we didn't receive any complaints from you even through our reception staff. So how can we justify it?

Once again thank you very much for your comments, though unproven truth, on behalf of all employees I want to apologize for our shortcomings in serving you while staying with us. Rest assured that it does not reflect the true Mutiara Hospitality. I do hope that we will have the opportunity to welcoming you again in the future and restore your confidence in our service.

Best Regards,
Raden Bagus S N

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 2, 2017

The Villa is Amazing!
Very lovely place to hideaway, full of positive energy and ideal to escape and relax for as many days possible. The Staff will give you a full 100% support for your call. I definitely recommend and will return to this place in the next visit.
Amazing stay in an amazing place.

Date of stay: June 2017
  • Trip type: Traveled with family
    • Rooms
    • Cleanliness
    • Service
Thank purwokon
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed June 12, 2017

Nice and luxury hotel that makes you feel special! We were welcomed late in the eveninig as we arrived late. The hosts were nice and available. We loved our villa and pool. Everything was perfect. The romantic diner was stunning!

Date of stay: January 2017
  • Trip type: Traveled as a couple
    • Value
    • Rooms
    • Service
Thank CynthiaTB
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed May 30, 2017 via mobile

After a huge delay with our flight the driver organised by Heaven Sayan had waited for us for several extra hours. From the moment we arrived here we were met with smiles and such beautiful staff. The place itself is absolutely stunning. Our one bedroom villa was perfect for a couple, large with a private pool & very quiet with sounds of the river & nature. Everything you need is here. Breakfast was included each day with enough choices to not be having the same thing over & over again. We were here for 7 nights. Lots of dinner choices as well. BBQ on the Friday night was delicious and one serving was enough for two people to share. Shuttle services at 11 & 2 & 5 (5pm not always available though so check first) into Ubud that took about 10 minutes but with a normal level of fitness you can walk it in around 40 minutes if you wanted an earlier start to your day. The Manager Wayan was always helpful and offered many suggestions and assistance to us to work out what we wanted to do during our stay. Unfortunately I can't remember all the staff by name, but Gede & Tuti were lovely at front of house, Norman thank you and the lovely young girl in training in the restaurant & who cleaned our room were just beautiful people and do a wonderful job. The people behind the scenes in the kitchen made wonderful meals for us everyday. And the grounds themselves are meticulously looked after everyday. Sad to be leaving today but will come back and stay again when we return to Bali. If you are looking for something well priced (approx $100 pn- bought as package with flights so approx) private, beautiful & great location then we would recommend. Hot water in shower was perfect, air con cold, there are stairs to the accomodation areas so if you have difficulty with that then this may not be the place for you. There is a yoga/cafe behind the villa you can stop at on your way to walking into town, there are lots of Warungs and shops on the way so plenty to see and eat.

Date of stay: May 2017
Trip type: Traveled as a couple
Thank Janelle B
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed May 1, 2017

Horrible, horrible service.
Staff rude, room dirty.
Asked to change sheets after 3 days, but didn't.
Ants with eggs in the bedroom.
Staff rude, telling me to come down to reception to fetch internet password every time it went down ... and boy did the internet go down often, terrible terrible internet.
Asked for a beer and was pointed to the fridge to fetch my own beer in a bottle, I had to ask for a beer opener and then not even offered a glass.

I do not know what is going on here, the ladies at reception were kind and friendly enough ... but the staff were so rude, never smiling or talking to guests or offering a drink etc.

The actually resort is pretty enough ... it's set on a river. But with the terrible service, I feel like I was ripped off for the US$800 I paid for one week.

Horrible experience.

Never return.

Room tip: Don't bother, seriously just book elsewhere, such poor customer service!
Date of stay: April 2017
  • Trip type: Traveled with family
    • Rooms
    • Cleanliness
    • Service
2  Thank Mel L
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
radenbagus_sn, Manager at Ubud Heaven Sayan, responded to this reviewResponded August 17, 2017

Dear Mel B,

Thank you for your feedback. I would like to extend my sincere apologies regarding our staff and Internet. Rest assured that it does not reflect the true Mutiara Hospitality and we will address this issue accordingly with the department concerned so that improvements can be made to ensure the best service is given to our valuable guests.

I do hope that we will have the opportunity to welcoming you again in the future and restore your confidence in our service.

Best Regards,
Raden Bagus S N

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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