Ayodya Resort

Had an amazing stay here, the staff were all incredible, very welcoming and accommodating. Would highly recommend.

MASSIVE DISAPPOINTMENT. Booked 2 nights here last-minute. Upon arriving in the room, I was impressed by the classical, spacious layout and design. But the problems started happening one by one.

• Musty smell. Was offered a room change. I'd already unpacked everything and was staying only 2 nights, so politely declined. Just requested they handle the smell. A young boy from housekeeping came with some air freshner/neutralizer bottle. Left him to do his job as we left for the pool.

• Smoothie like drink at poolside appalling. At these prices, shouldn't happen. Shared this with pool staff, got two complimentary drinks - coffee and tea. Iced latte was lackluster, but too tired to complain again. Tried to charge bill to room, found no deposit on my account. Check-in staff had forgotten. Told to go to reception to pay! Asked to speak to reception using pool towel counter phone. Was told they'd put a small deposit on my account but I'd have to leave a CC at reception later. Pool staff friendly. I'd like to commend him. (Photo)

• Returned to room, smell persisted. Tech came, mentioned the bottle spray again. Told him we'd already tried that but he was adamant it was not what I thought it was(?). Was told the smell was due to setting the temp below 20 (but it wasn't true). Strange he spoke to my partner in Indonesian when I was the one who was communicating with him.

• Next morning, smell was worse. Messaged Whatsapp for tech while out. Later was updated saying they changed the AC filter. (Maybe they could have done this first thing?) Breakfast was good variety but taste was nothing special. Short-staffed. Welcome lackluster. Chaotic, loud, tables cleared slowly, given table for 2 with only 1 pair of cutlery, had to ask TWICE for 2nd pair. Plates at sushi corner dirty, told the young girl, and was given a napkin. (???) Asked for iced latte, told to get coffee from machine and ask for milk at bar. Is this Ayoda's standard?

• Beach area and pool busy but nice. Short-staffed. Asked for something, arrived 40 minutes later after flagging staff again. Returned to room, received reception call offering a free meal - i.e. a buffet or 3-course dinner at WATERFALL OR a 3-course dinner at ABCG. Whatsapped CS to get menus. Later, agent said it was a MISCOMMUNICATION! 2-course meal at ABCG. Ha!! After 3 operators, 3-4 reception staff, 2 housekeeping staff, 1 tech, and numerous Whatsapp chats in 24 hours, patience ran out. Told to come down for voucher and to sign(?) something. Found out it was a NON-DISPARAGEMENT AGREEMENT. Flabbergasted. Ah, the freebie was to shut me up. They said it's just a 'formality'. I said signing an agreement is NOT a formality. Very bad feeling. Declined and went out for dinner. (And why wouldn't you tell me over the phone beforehand?!)

• After dinner, asked to speak to manager. Woman named G***A came. First thing she said, "Ah, this is your husband?" as she used her fingers to point at him. Does a 5-star hotel MANAGER not know better? No smile, no empathy, no warmth, like a robot, even tried to correct me for something she had misunderstood. What dissatisfied guests want FIRST is understanding, not to sign an agreement for a freebie. But she clearly didn't get it. "So what would you like us to do?" with cold eyes. Never during my 17 times to Bali did I ever say to anyone, "You have a really bad attitude." I left the conversation saying I'd make a formal complaint.

• Next morning at check-out, was offered 1-night refund. Surprised. But lo and behold, they put the SAME agreement in front of me AGAIN. Jaw dropped. They hadn't understood a single word I'd said! Declined the refund as it wasn't about money. I said they should go the Hyatt Regency in Sanur to see what real 5-star hotel service is like. Even the staff and manager at the Hyatt was shocked to hear my story.

Seems many come on long-stays at a cheaper rate than other Nusa Dua properties, but incredibly disappointed. Management needs to train staff better in terms of communication, handling of complaints. Such a shame considering it is a beautiful property.

Excellent hospitality and good pool and beach access