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“Disappointed”

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The Laguna, a Luxury Collection Resort & Spa
Ranked #8 of 54 Hotels in Nusa Dua
Certificate of Excellence
Reviewed September 22, 2012

We have stayed in this hotel a number of times in the past but we had not been back for 8 years. I think that in the interveening years this hotel has gone downhill slightly. We are regular travellers and SPG members and we also have a starwood privilege card. We found booking this time a nightmare it took 4 phonecalls to the hotel to book a package advertised on their website at a particular price with no blackout dates. our trip this year from 24/8 to 7/9 was to celebrate our wedding anniversary and both our birthdays. It took over an hour on arrival to get them to give us the advertised rate and luckily I had printed the package advertised. SPG membership, they couldn't have cared less. We had a pool access room with interconnecting door and on the other side of the door a family with at least 2 children that spent a lot of time screaming. Certainly made the first week of our stay a nightmare. We got the chance one night to speak to the manager about our thoughts of the hotel, at least that got the beer bottle removed from the garden, first thing we saw for the first couple of days when we looked across the pool from our room. We noticed that you never saw the manager walking around the hotel. i must say that the hotel manager Mark [--] is a very nice person, it is rather unfortunate that he does not seem to be on the ball. Complaints to reception, you may as well be talking to a brick wall. Their english is not good. Pool maintenance such as cleaning does not happen every day in the quieter areas, such as near rooms 101 to 107. The beachfront BBQ food is not good, Suid served still with the guts and ink sack intact and prawns not cleaned. The prices for Aussie wine is over the top, trying to sell wine we pay $10 or less for at around $200 a bottle is just ludicrous and not down to tax as we were told. We checked out the wine prices at the Carrafour supermarket and their prices for the same Aussie wine was way less.
On the up side. This hotel has a beautiful setting, the lagoon pool is great. The cornerstone deli is wonderful, serves great gelati. The staff in the Banybiru are great as are the Butlers. The food served in both restaurants is ok not great.
This hotel is looking tired and needs a reno, placement of shower head was laughable placed for midgets,also the broken tiles in the shower, TV's old and remote didn't work properly as the sticky tape which had been holding it together was coming off. We noticed graffiti and also rotting wood on stairs and railings around the hotel. None of this says luxury hotel.
Best hotel manager that we can remember was Sean Hunt great person and good at his job.
Would we go back. We have many great memories of past stays and that was what drew us back this time, and the setting is beautiful. I think this hotel just needs fixing. The management of the Laguna should remember there is a lot of competition in the Nusa Dua area and more hotels are being built. Letting this hotel get run down is not the way to go.

Room Tip: pool access rooms 101 to 107 are very usually very quiet and that end of the pool is not busy.
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  • Stayed: August 2012, traveled as a couple
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3  Thank rod.liz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
thelagunabali, General Manager at The Laguna, a Luxury Collection Resort & Spa, responded to this reviewResponded September 25, 2012

Dear rod.liz,

Thank you for posting your review on TripAdvisor and for taking the time to meet up with me during your stay. I thank you once more for your constructive feedback as this allows us to continue to review our services and facilities in our resort.

I regret to hear that you were disappointed with your stay. I was pleased that we had the opportunity to meet several times during your stay and your comments are well noted. Rest assured that this is not indicative of the high standards we try so hard to maintain and for which The Laguna is known for among our guests.

On the other hand thank you very much for your kind comments regarding our Cornerstone Deli, the Banyubiru restaurant staff and our butlers.

I am pleased to hear that despite your disappointment on this occasion you would come back in the future. Thank you for allowing us to serve you again and we look forward to welcoming you back to The Laguna Resort & Spa.

Warm wishes,

Mark Van Leeuwen
Hotel Manager

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1,744 - 1,750 of 3,285 reviews

Reviewed September 20, 2012

We are regular travelers and are extremely picky about our accommodation and for the first time in a very long time we couldn't really fault this resort. The staff were so so friendly and helpful, there hospitality was amassing. The resort is kept extremely clean and tidy, the gardens, pools, restaurants and even the beach front. Starting with the front desk staff who cant do enough for you to insure you start relaxing the minute you arrive. Our thanks to everyone who helped make our stay memorable especially the front desk assistant manager Dwi Suparta who every time he saw us made a point to came up to us and ask us if we were enjoying our stay and if there was anything he could do to help make sure we were. If I had to be picky I would say the rooms will need to be refurbished soon to keep up with the times.

Room Tip: "Higher Floors are quieter and have the best views of the resort"
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  • Stayed: September 2012, traveled as a couple
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1  Thank veronique g
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
thelagunabali, General Manager at The Laguna, a Luxury Collection Resort & Spa, responded to this reviewResponded September 25, 2012

Dear Veronique & Frank,

Greetings from The Laguna Resort & Spa!

We are glad that you both had a wonderful and memorable stay at our Resort and we really appreciate your very positive feedback regarding our resort, grounds, facilities, and hospitality service. Further, we are pleased to learn that everything we offered you along your stay has exceeded your expectation.

Your positive comment regarding our team is highly appreciated and we are glad to learn that they have always delivered the service standard we try so hard to maintain.

We do hope that your enriching experience will bring you back to our Resort in the not too distant future.


Warmest regards,


Mark Van Leeuwen
Hotel Manager

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Reviewed September 18, 2012 via mobile

We stayed in beautiful 2room suite with balcony (ocean view) and we felt like real VIP's.Hotel is great, lobby, restaurants, bakery,spa...there is a swimming pool almost all around and the beach/laguna was our ultimate relax spot. Staff is very professional, polite, well organized and amazingly friendly... Their favorite word is "certainly", so what ever you need or ask certainly can be arranged. What more do you need for a successful holiday.

  • Stayed: September 2012
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2  Thank Cackoo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
thelagunabali, General Manager at The Laguna, a Luxury Collection Resort & Spa, responded to this reviewResponded September 25, 2012

Dear Cackoo,

We really appreciate your positive feedback regarding all aspects of our Resort and are glad to learn that we have contributed in some small way to making your stay with us a flawless and memorable one.

Your nice feedback regarding our service is clearly in line with the surrounding reviews and we will strive to maintain this quality for our guests’ utmost satisfaction.

Thank you for residing with us and we look forward to welcoming you back to The Laguna Resort & Spa whenever you return to this Paradise Island

Sincerely yours

Mark Van Leeuwen
Hotel Manager

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Reviewed September 18, 2012

The laguna is a beautiful hotel set in the quiet surroundings on Nusa Dua. It is the perfect get away from a busy schedule and offers a 5 star service. The staff are very friendly and polite.
We had a suite with lagoon access which was great if you wanted to just spend time lounging in peace. The restaurants were good and the choice varied from buffet, bbq to a nice a la carte.
If you are a wine buff you will be disappointed with the choices and prices.
Breakfast was very nice with a great choice to start the day. Gym is small but adequate.
The spa is very nice if a little expensive.The hotel is not as modern as many of its contemporaries but it offers old school charm.

We had only minor problems with the stay, a small problem with a badly eaking AC and a longer than usual wait for the room at check in.

Room Tip: Choose a room with lagoon access on ground floor..
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  • Stayed: September 2012, traveled as a couple
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2  Thank John Paul K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
thelagunabali, General Manager at The Laguna, a Luxury Collection Resort & Spa, responded to this reviewResponded September 25, 2012

Dear John Paul K,

Warmest greetings from The Laguna Resort & Spa!

We really appreciate your positive feedback regarding all aspects of our Resort and are thankful of your constructive comments since it allows us to provide an opportunity to improve our property and service quality.

Nestled by Nusa Dua’s most beautiful beach, our Resort has been famous for its amazing view with serene and relaxing environment

In regards to the pricing of our beverage and Spa, we have noted this concern and will look further if we can make improvement on some pricing aspect to meet the needs of our guests. Nevertheless, please be advised that we display net price for our food and beverage and Spa products/treatments which means that the price has included 21% of government tax and service charge, this is not the case of most other establishments.

To comment on the AC problem in your room, I understand that this is unacceptable and we would like to deeply apologize for this shortfall. Please be rest assured that I have personally raised your concerns to our Engineer Team for immediate follow up and rectification.

We do hope that your less than perfect experience will not prevent you from returning to our Resort and we look forward to welcoming you back here soon.


Sincerely yours,


Mark Van Leeuwen
Hotel Manager

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Reviewed September 18, 2012

When we arrived at the Laguna, we were offered an upgrade to a villa. As we had stayed in Bali before, we accepted. When they drove us to our villa, it was significantly nicer than anything we had previously enjoyed. Our butler, Anton, was attentive to the extreme and invisible when we were not calling upon him, but instantly materialise as soon as we had a need. The villa was very spacious and beautifully appointed. A few years ago, I rented an island adjacent to Bora Bora with an overwater bungalow, the Laguna villa far exceeded the level of luxury that I previously experienced.

Room Tip: Villa, villa, villa
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  • Stayed: September 2012, traveled on business
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1  Thank BoogtheBear
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
thelagunabali, General Manager at The Laguna, a Luxury Collection Resort & Spa, responded to this reviewResponded September 25, 2012

Dear BoogtheBear,

Thank you for taking some of your precious time to write a favorable review on Tripadvisor.

We really appreciate your positive impression regarding our Pool Villas and the excellent service of our team especially our Villa Manager, Anton who has helped you creating an exceptional and personalized experience.

It has always been rewarding to receive such positive feedback, it will absolutely boost the spirit of the team in delivering better hospitality and satisfaction to our valuable guests.

Thank you and we look forward to welcoming you back to our Resort in the near future.

Sincerely yours,

Mark Van Leeuwen
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 17, 2012

I will put it simply - going to Laguna is just like finding the oyster - pearl it's inside and I mean staff hospitality and attentiveness.
We are an experienced traveller couple and I may say that we found here the nicest people amongst our trips.
Starting from the front desk you are warmly greet, while dinners at Arwana beach restaurant are romantic milestones for each couple journey - fabulous barbeque seafood with impressive wine list and sommelier recommendation (well done Yudhi).
Hotel is well maintained, spotless clean, exotic rooms view, whilst the Spa sessions are must for everyone that looks to indulge and immerse in a relaxing experience.

We look forward to come back.

Stayed: September 2012, traveled as a couple
1  Thank Marius2347
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
thelagunabali, General Manager at The Laguna, a Luxury Collection Resort & Spa, responded to this reviewResponded September 25, 2012

Dear Marius2347,

Thank you for taking some of your precious time to write on Tripadvisor.

We are glad to learn that you had a wonderful and memorable stay at our Resort and we really appreciate your positive feedback regarding our resort, grounds, cuisine and hospitality service. This is pleasing that everything we have offered along your stay has lived up to your expectation.

We are also happy to hear that our staff took good care of you. This has always been rewarding to hear such compliment since it will boost their spirit to deliver better hospitality service to our valued guests.

Thank you for choosing our Resort as your destination and we look forward to welcoming you back in the near future.

Sincerely yours

Mark van Leeuwen
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 15, 2012

I was in The Laguna Resort from 5th september till 12th... Nice hotel, fantastic pools and very good kitchen. I would like to thank all the staff of the hotel and especially Mr. Purna for their help and hospitality. Also remember room employees. Always helpful. Thank you very much to all! Mr. Garcia. room 223

  • Stayed: September 2012, traveled as a couple
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1  Thank MBCCBM
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
thelagunabali, General Manager at The Laguna, a Luxury Collection Resort & Spa, responded to this reviewResponded September 25, 2012

Dear Mr. Garcia,

Warmest greetings from The Laguna Resort & Spa!

We are glad to read your favorable review regarding our Resort, cuisine, and the team. Your positive feedback is in line with the surrounding reviews and we are really proud that we have contributed in some small way to making your experience with us a flawless one.

We will surely extend your kind gratitude to the whole team especially Mr. Purna to live up their spirit in always maintaining the standard we have so far.

Thank you and we look forward to welcoming you back to The Laguna Resort & Spa!

Sincerely yours,


Mark Van Leeuwen
Hotel Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about The Laguna, a Luxury Collection Resort & Spa

Address: Kawasan Pariwisata Nusa Dua Lot N 2, Nusa Dua 80363, Indonesia
Location: Indonesia > Bali > Nusa Dua Peninsula > Nusa Dua
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Business Hotel in Nusa Dua
#7 Family Hotel in Nusa Dua
#8 Luxury Hotel in Nusa Dua
#8 On the Beach Hotel in Nusa Dua
#8 Spa Hotel in Nusa Dua
#9 Romantic Hotel in Nusa Dua
Price Range: $105 - $305 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — The Laguna, a Luxury Collection Resort & Spa 5*
Number of rooms: 287
Official Description (provided by the hotel):
Located in the exclusive Nusa Dua resort area, on Bali's most beautiful beach, the Laguna Resort & Spa boast panoramic view of Indian Ocean. The 257 guest rooms and 19 suites combine modern Balinese style with evocative tropical garden or lagoon views, the resort’s unique Lagoon Access Rooms allow you to step from your private balcony directly into crystal-clear lagoon waters while the 11 pool villas feature expansive private pools. Enjoy our seven swimmable lagoons, the first swimmable lagoon in the world, stretching over 5,000-square-metres though the resort. The Lagoon Spa promises unforgettable activities while our 24-hour Butler Service ensures a matchless experience. The Laguna Resort & Spa offers a wide range of dining options featuring cuisines from around the world. Banyubiru featuring pan-Asian and International cuisines. Arwana, a beachfront restaurant, offers an extensive and unparalled premium coastal cuisine with fresh and live seafood as well as an oyster and sushi bar. Cornerstone features a wine room with a unique setting for private dining and a deli highlighting a sambal corner, a variety of homemade ice creams, chocolates, cakes and daily specialties from the rotisserie oven. In addition, our poolside Kul Kul Bar, Cascade Garden Lounge and Bar, and Sapphire Lagoon Bar offer signature cocktails, wine, spirits and light bites. ... more   less 
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Also Known As:
The Laguna, a Luxury Collection Hotel Nusa Dua
The Laguna, a Luxury Collection Resort And Spa
Laguna Hotel Nusa Dua
The Laguna Hotel
The Laguna, a Luxury Collection Resort & Spa Bali/Nusa Dua

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