Right from the booking to check-in the experience has been terrible. I dont know how the rest of the stay is going to be.
I booked Pullman in October for spending the christmas vacation paying full unrestricted tariff which allowed cancellation at any time. I got a shock when sometime in mid-december i received an email which threatened to charge my credit card for the full stay as they were overbooked. I wrote to Kristina (who wrote the email) and also to Accor Group stating i had booked unrestricted fully cancellable tariff and had paid approx 30% extra for the privilege. However they could charge my credit card if they gave me non-cancellable rate. Of course, they did not reply to this offer.
I arrived at Pullman on 29th Dec at 4 pm and was made to wait and told to go and have welcome drink in the bar. I suspected that they did not have room ready and so asked to see the front office manager. Nobody turned up for 20 minutes (all this time i was standing at the reception) so i asked for a feedback form and name of the General Manager. Promptly Mr Didi turned up and started apologising for the delay. And Mr Gudse who was atteding to me got me a room in next 2 minutes (after my waiting for 45 minutes). They gave me a room which does not match the description of the room i had booked (a 2 bedroom suite, while i got a 1 bedroom suite plus a twin room).
Then Ms Elaine, front office manager called up saying she was really sorry about the wait that i had to endure. I asked her how no one in the front office senior staff was willing to meet me when i asked to meet and was told that manager was busy in a meeting leaving poor interns/trainees to face irate customers. She tried to make up by offering a bottle of wine or free massage which i think is poor compensation for a person paying over USD 600 per night.
And then came the shocker. they state that guests will have free internet but the catch is free means limited bandwidth (reminds me of old times dialup connections) and if you want proper bandwidth you have to pay.
I dont mind paying but then it should be specified while booking. I told Ms Elaine about this and she offered to upgrade to full internet without payment. I am not sure if it is done because the speed is still slow.
Overall so far it has left a bitter taste in the mouth with the way they handled my reservations and checkin.
More after my stay gets over.
- Official Description (provided by the hotel):
- The most popular beachfront in Bali welcomes a prestigious new addition. Set in tranquil surroundings opposite the famous Legian Beach. Pullman Bali Legian Nirwana is the newest 5-star hotel in Kuta. Close to the airport, this hotel offers easy access to restaurants, shopping and nightlife. Its 353 impeccable rooms and suites feature modern design inspired by the frangipani tree, and Pullman Bali Legian Nirwana boast superior leisure facilities for a truly sophisticated resort experience. ... more less
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- Also Known As:
- Pullman Bali Legian Nirwana Hotel Legian