The Sakala Resort Bali

Very disappointing experience, and unfortunately, I would not stay here again Unfortunately, our stay at this hotel was extremely disappointing from start to finish.

We paid for three adults, yet the room provided was clearly set up for only two guests. This meant we did not receive what we had actually paid for, which was extremely frustrating and left us feeling that we had been short-changed.

What made the experience even worse was the way the issue was handled by management. You have to go through two or three different managers, explaining the same situation repeatedly, and still nothing gets properly resolved.

There was a complete lack of accountability and genuine customer service.

For a 5-star resort, this level of service was absolutely unacceptable and, quite frankly, disgusting.

A hotel of this standard should be focused on resolving a customer's concern rather than making them go from one manager to another without any meaningful outcome.

To make matters worse, after eating at the hotel’s restaurant, one of us became unwell after having the seafood pasta. We raised this with the hotel, expecting the matter to be taken seriously and properly investigated.

Unfortunately, we felt there was very little concern or meaningful action taken in response. Being a food safety manager, I take this extremely seriously especially being in a foreign country.

The hygiene and cleanliness of the room were also below the standard I would expect from a hotel of this type.

What was particularly disappointing was the way the situation was handled. 

We were offered one complimentary meal to compensate for three adults who had paid the entire stay, along with 20% off a future stay. A future discount is of little value when our experience has been so poor that we have no intention of returning.

The hotel appears to have a significant airline contract with Etihad Airways, and unfortunately our experience left us with the impression that individual guests may not be treated with the same level of importance or attention.

For the amount we paid, I expected a clean room for the accommodation we had booked and paid for that didn't smell like sewerage and hygienic dining, and a reasonable response when concerns were raised.

We received none of these to the standard I would expect.

I also stayed at Alila Hotel for two nights, and the difference in service was incredible. The service there was exceptional, which made this experience even more disappointing by comparison.

Unfortunately, I would never recommend this hotel based on my experience, and I sincerely hope other guests think twice before booking and find a hotel that actually values its customers.

Very disappointing experience, and unfortunately, I would not stay here again.

Such a well designed place. Countless amenities and attractions, spacious rooms, multiple pools and restaurants, all surrounded by stunning nature. Our whole family enjoyed our stay immensely. Special thanks to Ara, Wilma and all ladies from the kids club - their smiles and positive, warm and caring attitude made this holiday fantastic for both our kids and us!

Really enjoyed our stay here! The hotel was lovely and we were very impressed with the service. The atmosphere was so relaxing and chill, which made it a perfect place to unwind. All the staff were so friendly, helpful and attentive. A special mention to Demmy, who was especially kind and helpful and really made us feel well taken care of. Our room was also very spacious and comfortable. The hotel has so many activities to enjoy, so there’s always something to do. Breakfast was delicious with lots of different choices too. Everyone was genuinely so nice and the service was great. They really made this trip extra special and memorable for us. We had a great time and would definitely come back again for holiday!