My wife, teenage daughter and I travelled to the hotel for a 4 night stay that included New Year's Eve. The good - the grounds are indeed well groomed and the private beach in Sanur is very nice. I also highly recommend the $10 massage offered poolside.
The fair - the lighting is poor in the units, especially in the bathroom. The bathrooms themselves are at best 2 Star quality, with rusting fixtures and a rotting wood window frame and chipped paint that gives out into the bedroom (?). Our unit experienced a number of issues during our stay. Initially, the door lock was extremely difficult to open and close, taking several minutes to extract our key on each attempt. To the credit of management, they did completely replace the lock and give us a new key. Also, we had no hot water on two different occasions; it eventually returned after some time. We found the level of service at the front desk quite good but not so great throughout the rest of the hotel.
The poor - no fitness center of any size exists at this property, which is hard to believe for a hotel purporting to be an upscale property. Perhaps more importantly, the food and drink service was very slow on several occasions. In one instance my daughter waited almost 45 minutes for a sandwich because the first time it was not made properly, according to the waiter. No apology or compensation was provided for any of the issues.
The worst - the New Year's "Gala" dinner. My family and I were excited about the prospect of celebrating the new year in style in Bali at this hotel. While I certainly expect to pay a premium for room and special meals during holiday periods, the cost of the "New Year's Gala" can only be described as exorbitant, at fully $150 per person, and this DID NOT include any alcohol whatsoever. We booked, like many others, via a third-party travel site and, while we were informed that a New Year's dinner was mandatory, we were not advised that the roughly $300 charge DID NOT include the cost for our daughter. This was even though we had paid an Additional Guest Charge at time of booking. Thus, when we checked in we were informed that we would have to pay an additional $150 for our daughter. And, while there was a second option of $55 upstairs at another restaurant (this included a glass of wine, mind you!) we were not allowed to change to this option, even though we had never explicitly opted for any dining option during the reservation process.
The view of the stage for those that had paid $150 varied greatly - in fact, some tables had next to no view of the stage and were placed in areas near the pool bar or almost in passageways. This occurred while "VIP tables" with a clear view of the stage (read: tables for the owner's family and friends) remained vacant throughout the entire evening.
The dinner itself was served buffet-style to boot and, while it was copious, certainly did not justify the $150 cost. Bottom line: Puri Santrian has explicitly decided to gouge the holiday-goer for short-term gain without offering a proper product or service for that charge. This obviously is short-sighted as it will chase away potential returning guests and more generally harm their brand. We are living in Jakarta for two (2) years and certainly will not be returning to the property as a result.
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- Also Known As:
- Puri Santrian Sanur, Bali
- Puri Santrian Hotel Sanur
- Puri Santrian Bali