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“Too far and no own restaurant” 3 of 5 bubbles
Review of Villa Sarna Ubud

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Villa Sarna Ubud
Ranked #127 of 192 Hotels in Ubud
Certificate of Excellence
New York City, New York
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“Too far and no own restaurant”
3 of 5 bubbles Reviewed October 13, 2012

I recently stayed at Villa Sarna with my friends. The hotel has a nice view (although just forest not the rice field as advised on their website) and room is okay (I got a deal from Agoda, otherwise I would not pay for the regular rate. Overpriced for what you get). You need to be fit as there are quite a number of stairs.

The general stay was okay. Two big dissapointments were 1) the location and 2) the food.

1) location: It often took the shuttle (the hotel offers a free shuttle, running every 2 hours, not the most convenient) 25 to 30 mins to reach Ubud town. And you have to call them one hour in advance to tell them your return time. If you don't call them, they won't pick you up. It's written on a sheet of paper in your room. I found it quite inconvient. As the set pick up time is 7:30pm and 9:30pm. A couple of nights we wanted to stay in town a bit longer till 8 or 8:30pm, but could not. And if you take a taxi from town to the hotel, it costs you USD10. We bargained hard but no taxi would take us for less than that. Considering the hotel charge USD30 for airport pick up.. It was quite far.

2) Food: the hotel offers breakfast, which is basic - your egg, toast, chicken sausage, fruit. Although on their menu, it's mentioned bread and donuts. It was never put on table. And they give you 5 options, such as option ) egg, option 2)toast or sausauge, option 3) juice, tea or coffee etc. So if you want to have your morning coffee as well as some juice, you are not allowed. There is a very small kitchen attached to the small dining area. The few days I was there, I could not sit with my friends as the only big table was taken by a bigger group.

On the hotel website, they wrote "Our expert chefs await you and will provide the finest culinary experience by creating masterful dishes that incorporate only the finest of local produce and ingredients". That was not true at all. They don't have their restaurant. For a proper meal, you will have to take the hotel shuttle for 5 minutes to go to a place called Kampung Cafe down the road. Both the hotel staff told me that they don't own the restaurant. If you don't mind the hassle, it is okay. The food at the cafe is good but a bit overpriced by Bali standard. I was actually quite surprised to find out about the restaurant situation as it was totally different from what was written on the website.


Overall the stay was okay. If I knew about the location and the restaurant situation before, I would not have stayed there.

  • Stayed October 2012, traveled with friends
    • 3 of 5 bubbles
      Value
    • 2 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
2 Thank MM M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Villasarna, Owner at Villa Sarna Ubud, responded to this review, October 21, 2012
We appreciate the time taken for this review to be written and wanted to take a moment to respond accordingly to clarify and correct aspects of the review.

Firstly, we at Villa Sarna feel extremely blessed to be afforded with the location that we are in and the extraordinary views that all guests can enjoy. We are perched high up in the middle of beautifully manicured gardens overlooking a deep valley full of exotic trees and lush green vegetation. Contrary to what was written in the review, we do have rice paddy views and perhaps the reviewer was used to seeing these paddies on flat land. Our views of the paddies are on a tiered slope extending down into the valley, nursed among the trees and vegetation.

Regarding our rate and value, we disagree with the reviewer and feel that we are extremely competitive and provide better value than most of the hotels in the Ubud region. Unlike many other hotels, our goal is to provide a "home away from home" experience where guests are treated as if they are part of our family. We strive to go above and beyond the call of duty and do whatever it takes to make sure all guests are having a wonderful experience, as evidenced by a myriad of reviews. No request is too big or too small for us, as we do everything in our power for our guests and do it with a smile. That is a major reason why we have a huge number of repeat guests and why we were one of only 500 hotels out of 150,000 in the entire world to be awarded by Expedia to be included in their exclusive "Insiders Select List." Their decision to designate us in such an esteemed company is based on the value to quality ratio, so we believe it speaks for itself.

Regarding our location as we mentioned earlier, we feel very lucky to be in such a fantastic, tranquil location, far enough away from the hustle and bustle of Ubud yet close enough to go back and forth easily. Contrary to what was written in the review, we are between 15-20 minutes from central Ubud. I doubt the guest used a stopwatch to time the exact time it takes, but I assure you we have done this many times. Sometimes during the daytime we offer to drive guests to Ubud through a scenic route, which is an incredibly beautiful drive through the villages and impressive rice paddies; and is a wonderful representation of Ubud. Only then does the ride take 5-7 minutes extra.

Regarding our shuttle services, we have received guest comments and recommendations suggesting improvements. We have a fleet of 4 vans that we own ourselves for tours, airport pick-ups and Ubud pick-ups. Being that we are only a 7 room hotel, we have timings every two hours and request that guests let us know before what time they would like to return or call us from Ubud, so that it prevents our limited vans from going and coming back empty. However, we do realize how inconvenient it can be to have to call us every time a guest needs to be picked up in addition to regimented times, as it puts unnecessary pressure on their plans and minds. Because we take reviews and guest comments very seriously, in the next couple of weeks, we will try to streamline the process that will surely please all guests. All paperwork will be changed from the rooms and front desk to indicate this. We sincerely appreciate such guest feedback, and as we mentioned earlier, we truly act on it.

Regarding the Breakfast options and service, the reviewer’s comments are extremely inaccurate and untrue, and we would like to clarify. For Breakfast every day we offer Eggs any Style, Plain or Banana Pancakes, Belgian Waffles, French Toast, Nasi Goreng (Indonesian Fried Rice), Cereal, Oatmeal, Freshly cut fruit, Freshly baked donuts, Yogurt, Toast, Sausage, Tea/Coffee/Milk, Freshly Squeezed Orange Juice, and Fresh Watermelon Juice, We are not sure how the variety that is offered at breakfast is considered "basic" by any means, but if there are any suggestions for additional items or improvement, we would want to know. There have been many times where guests have requested special things for breakfast, and we happily went to market and prepared it for them for the rest of their trip. We do it all the time. We like to think our motto is "Just Ask and you shall receive." And when the reviewer stated that he/she could not have both coffee and juice together, that is absolutely not true at all. I guarantee 100% he or she didn't ask if they wanted both coffee and juice. We would never ever refuse a guest such a tiny request like that. If a guest wants one or two of every single thing on the menu, they can have it and we will serve it happily! In many instances, guests have had multiple eggs, pancakes, and drinks and we do it with no problem. You just have to ask, and I am absolutely positive that the guest didn't ask us and incorrectly assumed as such by him or herself. Regarding space at the table, if it was full (since we are a small place), we would gladly make a setting in our beautiful lounge which seats many people, out in the garden, or one can enjoy breakfast in the comfort of their room or private outdoor space. You just have to ask.

With regards to the restaurant, only our breakfast is served from our kitchen on the Villa Sarna compound. Lunch, Dinner, and room service are prepared by the great chefs at Kampung Cafe, which we are very fortunate to be partnered with and are part owners ourselves. So yes, we do consider it to be our restaurant. If guests wanted to dine at the restaurant, which itself is beautiful and also has incredible views, it is literally a 5 minute walk. We could also drive guests there if they didn't want to walk, and it is less than a minute drive; not the 5 minute drive the reviewer falsely states. I honestly think the drive would take 30 seconds. And in terms of the restaurant prices that the reviewer claims to be higher than Bali standard, that is completely untrue. The restaurant, which is positively mentioned in international travel guides such as Fodor's and Lonely Planet, has a highly extensive menu of Western and Indonesian cuisine and has prices that are on par with restaurants in all of Ubud. If any guest wants the menu and prices, and wishes to compare it themselves to any other comparable restaurant in Ubud, please e-mail us and we will send it to you immediately.

Thanks so much for taking the time to read this lengthy review, as we take all reviews extremely seriously and wish to please all guests and make sure they have the best experience possible.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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364 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 bubbles
  • Location
    4 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
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English first
Decatur, Georgia
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
4 of 5 bubbles Reviewed October 11, 2012

Yes, this place is not exactly down the street from Ubud's center. The staff is very helpful and accommodating, though, and the setting is so beautiful and serene, I'm pretty sure I would have found it tough to leave even if it were next door to Ubud Palace. The room size, decorations, and amenities were good for the price, the food was good, and the villa's grounds and surrounding area is breathtaking.

  • Stayed September 2012, traveled solo
    • 3 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank nmliem
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level Contributor
16 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
2 of 5 bubbles Reviewed October 9, 2012

I stayed in the Villa Sarna for 4 nights along with my wife, 2 kids, and mother.

Positives
+property is very well maintain
+villa was very spacious
+hotel drivers are very nice and kind / and good with my kids
+breakfast was good and dining area has a nice view (although depending on the weather there can be bug and fly infestations, for example we had flies in our milk and juice)
+view from the room is great and room was very private
+staff are very friendly and really do all they can (however, as other reviewers have rightly noted, as the owner lives in New York it seems they are not empowered to truly meet the special needs of their guests and respond to issues as they do not get a true picture of the facts)

Negatives
-pool not heated and was too cold for my family to enjoy
-all the villas, in particular the Saraswati, require you to go up many winding staircases and therefore I would not recommend the hotel for families with small children (I was advised the Sarawati was on the first level and not at the top of the property)
-closet was musty smelling and obviously suffering from some water leakage
-Villa Sarna is further from Ubud than advertised (shuttle typically took 30 minutes not the 15 minutes per the website)
-We unfortunately had problems with the hotel on 3 of the 4 nights we stayed. For example:
*The return shuttle to the hotel will only come if you call the hotel. The number we were provided did not work (we were not provided any other numbers). We waited until 15 minutes past the pickup time and resorted to paying for a taxi back to the hotel. When we arrived back at the hotel there were no staff on hand (aside from housekeeping) and we had to spend at least 45 minutes trying to get a hold of the Manager to complain. We were inititially told that there was a problem with incoming calls. Later we were told by the General Manager that all the phone lines in the area were out and all the guests had been advised this (which is not accurate).
*On the second night we returned to our room to find that our lock did not work. After waiting for 30 minutes and havning different staff try different keys, a staff member aventually pried the door open. The lock was repaired another 30 minutes later. In a later email from the owner, he accused my wife of physically breaking the lock (which was not true as witnessed by my entire family and hotel staff.
*On the next night we arrived back at the hotel in te evening to find out that there was no water. The water was turned back on about 2 hours later. There appeared to be an issue with the hotel pump as there was water in the management office and kitchen. Later we were told that it was not the hotels fault however, It was not clear why this was the case. I note from other reviews that this hotel frequently has water issues, whether or not the hotel's fault.
-Whilst we were given some massage vouchers to compensate for our troubles, the overall attitude of the Manager, General Manager, and Owner, appears to be that "we try our best, but will not be held responsible for anything that goes wrong during our stay". Basically its "not our fault"

Overall negatives outweight the positives. Also understand the hotel has only been in business for 2.5 years according to the drivers. As they only have 7 rooms, it seems unusual that they have so many reviews on TA.com (243 as at the time of this review). Many look similar and I am concerned that someone may be fabricating them.

  • Stayed October 2012, traveled with family
    • 3 of 5 bubbles
      Value
    • 1 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
5 Thank Fish_Feet
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Villasarna, Owner at Villa Sarna Ubud, responded to this review, October 11, 2012
I am very surprised to read this guest's response, especially because most of what was written was not true at all and distorted the facts. I would like to respond in complete detail and explain each part of the review and let everybody know what really happened during the guest's stay.

- I agree in that the pool is quite chilly in the morning and there is also foliage that covers a good portion of the pool which blocks some of the natural sunlight. Because of guest demand and reviews to this matter, we are installing a better heating mechanism than is already in place. We should have done a long time ago and we apologize for this. It should be done within a month.

- The Saraswati Room was clearly advised to the guest our e-mail to be several steps up above another one of our rooms and was on the lower level of the Villa. That was clearly written in our e-mail, and that is a reason why the view is so great (as mentioned by guest), as you are high up overlooking nature.

- There is absolutely no water leakage in the closets. We checked this thoroughly in all our rooms. Because we are in a tropical environment, there is obviously a lot of moisture and perhaps the natural all wood closets absorbed some of this moisture. We always air out and dehumidify rooms on a daily basis, but it's impossible to remove 100% of moisture due to the climate.

- The villa is 15-20 minutes away depending on traffic. We have timed it on the clock many times, but I'm sure the guest may have felt it was longer.

Now I would like to respond in detail to what actually happened regarding the shuttle, lock, and water issue. As they say, there are two sides to every story and I feel it is only fair that we tell all Tripadvisor readers our side.

- The guest told us in the morning that they would like to be picked up at 7:30 PM. When they called to reconfirm, they couldn't get in touch with us since most of the phone lines in the town were down for a couple of hours. In any case we sent shuttles before 7:30 to pick them up because we already knew they would be there from their morning request, and we also wanted to make sure to pick up other guests who may have wanted to come back but could not get in touch with us because of phone issues. We picked up other guests at that time in our drop area and even waited a while for these particular guests but they were not there. When they got back to the Villa after taking a taxi, they started screaming and shouting angrily at our manager, who obviously apologized for the phone issue and said that a car actually went back for them. In any case, the manager happily reimbursed them for their taxi fare while profusely apologizing, even though we did everything possible. Even after reimbursement, they were screaming and demanded to have their night comped because of this. Obviously, the guest was trying to take advantage of a situation in which we did our due diligence and corrected the situation. Even so, we want to make our guests happy even when some demands are unwarranted. We offered them free massages which they happily accepted after berating us unfairly.

- The next night after returning from their tour we took them on during the day, they had trouble getting into their room with their key. I'm sure 99.9% of all Tripadvisor guests have had trouble with their keys at hotels in one time in their lives. But staff responded with efficiency and a smile on their face always. Within minutes, our staff used a screwdriver to remove the screws outside the lock to open the door and allow them into the room asap. As guests’ safety and privacy are of our utmost concern, we called a locksmith immediately that night to replace the lock. And as the guest said, it was done within 30 minutes at 9:30 at night! The locksmith said after looking at the lock that the reason the lock broke was because the guest did not turn the key completely before removing the key, and basically yanked it out when it was not supposed to and kept jarring at it. In any case, we fixed the problem immediately and again apologized for any inconvenience they may have had, regardless that they themselves had caused the breakage of the lock. Our staff never accused them but happily did it with a smile, yet the guests still took it out on the staff and demanded greater compensation for their troubles.

- The following evening, there was an issue with the connection with a water supply from the outside coming into the compound. Very rarely does this happen, but when it does, I can imagine how irritating it can be for guests. However, we always do our best to fix the problem that arises, whether it is in our control or not. However, when the water temporarily went out, the reaction and behavior of the guests who wrote this review was shocking and appalling. Without warning or telling us what the problem was, the male guest literally kicked down the door of reception and went into a rage. He ripped papers off the wall of reception, threw them all over the room, and was angrily screaming at our two young receptionists. These innocent girls did nothing to warrant this guest and were literally in shock and afraid for their safety. They had to call our security to come in so that the guest perhaps would not escalate things further. After the screaming stopped and our girls calmed down from this, we immediately got our staff to diagnose the problem and they were able to fix it in less than 20 minutes, not the 2 hours that the guest falsely claims. And after we told them it was now fixed, the guest still refused to go back to his room to test the water and further screamed and demanded further compensation for their troubles. And even after all of these actions towards our staff, we obliged and were just as courteous and gracious to them. That is how our staff is built. They are wonderful people who even in face of extreme situations, they have the strength to move forward and be just as kind and helpful to these guests as they are to every other guest. And we will continue to strive to be the best service oriented hotel we can possibly be.

Lastly, we are extremely offended by the guest’s final comment that he insinuates that our reviews are fabricated. That is the worst kind of accusation that we have ever come across. We have been operating for over 3 years and have had over 2000 guests walk through our doors. 100% of reviews are absolutely genuine and Tripadvisor has gone through extreme lengths to preserve the integrity of their entire site for all hotels and viewers. That is why Tripadvisor is the greatest unbiased forum on the Internet and is such an amazing resource for prospective guests and hotels. I want to thank all Tripadvisor reviewers for reading this long response, and we hope to have you visit us soon at Villa Sarna and have the experience of a lifetime.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Adelaide, Australia
2 reviews
5 of 5 bubbles Reviewed October 5, 2012

What a fabulous place to stay. A large, beautifully appointed unit, lovely setting and grounds. Out in the country but with easy access to the best of Bali and really outstanding staff - very friendly and helpful. I couldn't imagine anything better.

  • Stayed July 2012, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Andrew M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Parramatta, Australia
2 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 bubbles Reviewed October 1, 2012

We had a wonderful time at the villa. Stayed in the spacious and beautifully decorated Shiva room which had wonderful views of the distant village and rice terraces. In fact, a visit to the village on the other side and a walk through the terraces was a great way to spend a morning. We also went on the bicycle ride organised with Villa Sarna, and that was perhaps the highlight of our holiday. The next day we hired a driver for the day and visited Bedugal and Candikuning as well as temples and the botanical gardens- that was well worth a visit. I suggest going to Ubud only for short visits and spending the rest of the time around the villa. Can't think of a better place to stay.

Room Tip: Pay a little more and you get a lot more.
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  • Stayed August 2012, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
3 Thank John G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tullinge, Stockholms Län, Sweden
1 review
5 of 5 bubbles Reviewed October 1, 2012

Very nice and friendly place, if i going back to Bali i´m definitely going to stay here again. Friendly and helpful staff, the rooms are nicely decorated with nice bed and decoration. The surrounding gives you peace and harmony. Good breakfast and you can chose to eat in your balcony with a view over the jungle.

  • Stayed July 2012, traveled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Veronica S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Shanghai, China
Level Contributor
3 reviews
5 of 5 bubbles Reviewed August 26, 2012

The best service we got in Ubud, even we move to the ayanna we still miss our room called Brahma villa in Villa Sarna! Only 7 villas there means private like you stay at your home! Thank you guys for everything during our stay!

  • Stayed August 2012, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank urslulu
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Villa Sarna Ubud

Property: Villa Sarna Ubud
Address: Banjar Tangkup | Desa Kedisan Tegalalang, Ubud 80361, Indonesia
Location: Indonesia > Bali > Ubud
Amenities:
Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Room Service Spa Swimming Pool Airport Transportation
Hotel Style:
#29 Family Hotel in Ubud
#34 Romantic Hotel in Ubud
#72 Luxury Hotel in Ubud
#100 Spa Hotel in Ubud
Price Range (Based on Average Rates): $
Hotel Class:4 star — Villa Sarna Ubud 4*
Number of rooms: 7
Official Description (provided by the hotel):
Blending modern and traditional Balinese design, Villa Sarna is one of Ubud's most unique boutique villas. The Villa blends harmoniously with nature's rich and ancient traditions. We are built in an enchanting and secluded setting overlooking the Agung Mountain, a short drive from the many cultural activities in nearby Ubud. Spa facilities offer an array of treatments, massages, and therapies that allow guests to truly lose themselves in Bali! ... more   less 
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Also Known As:
Villa Sarna Hotel Ubud
Sarna Hotel Ubud
Villa Sarna Ubud Bali

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