My husband and I are residents in Bali and thought we might take a little stay cay in late July 2020 for 2 days. We have stayed in many Sofitels around the world, and everything seemed really well when when booking the Honeymoon Suite online with Expedia but that's literally the best part of the trip.
We pulled in after work to the property at about 5pm, which is about 2 hours after check in time opens (3pm). Property was obviously ghostly quiet due to no tourists allowed in Bali for covid19, but we were nicely greeted by the porter and we were walked to the front desk.
When we got to the front desk, it was obvious the one guy who was behind the desk had NO idea we were coming, despite booking one of the best suites approximately 2 weeks prior, prepaying for the suite and being Expedia VIP members.
Numerous times we were asked "what is your itinerary number?" and "when did you book?". No welcome drink (per expedia reservation booking) was provided while we waited for over 30 minutes for him to try and organise a cleaner to the room to open it for us in the completely empty hotel.
Being now around 5.30pm and being quite hungry, we decided to let him figure it out at the front desk in the entirely empty resort and go to the beach bar to at least get a drink and some food while we waited for the room. Before we went he asked for my husbands ID (that's fine, normal practice) but then asked to photograph his AMEX with his ID. Yeah...no buddy. Not happening.
We told him that's a no, we already prepaid in full via Expedia and that it is never a good thing to photograph someone's ID AND credit card details. He just stared back blankly at us with no idea why it is was wrong. We decided to go grab a drink and you know, try to make the most of the situation.
When we got to the beach bar we were nicely greeted and we asked for a drinks and food menu. This is when we knew we couldn't stay here for the next two days. We were handed one A4 sized drink menu and one A4 sized food menu, with the food menu consisting of about 8 items. We thought this was the beach bar menu only, which is fine, but was then told this was the only food option available for the whole stay in the entire resort. Breakfast, lunch and dinner with about 8 choices in total.
Just noting: The Expedia booking does not at all state that the property has an extremely limited food and drinks menu for the stay and that no restaurants are open. In fact our booking stated that we would enjoy the privileges of the Club room given that we had the Honeymoon Suite. This option is obviously not available and neither are any restaurant or alternate food options. Mind you, still full priced options at that (about $18AUD for a nasi goreng/fried rice dish).
We ordered a club sandwich, nasi goreng, soda water and a margarita which was about $40AUD and walked back to the front desk to cancel our check in. There was no way I was paying full price to stay here for two days and having a choice of 8 overpriced things to eat.
I then booked The Mulia while I was on my mobile which is close by and made our way to the front desk to collect our bags which were still sitting there waiting to be checked in.
Everyone seemed really surprised when we said "sorry, but this is not to our standard" and that we wouldn't be staying there. The guy at the desk only muttered, "but it's a no cancellation Expedia rate" and we said, "don't worry about it, we will sort it out with Expedia".
We then headed to the Mulia, which is FANTASTIC by the way. Greeted warmly, provided with a beautiful room, full drinks and restaurant menu and nicest staff with really clean grounds. They also had some guests staying too which gave the property some spark in an otherwise quiet time.
To wrap it up, after a great Mulia dinner, I called Expedia who were so lovely and then called the hotel to try and sort it out. No surprise, they couldn't get a hold of anyone for 4 days! They just weren't picking up their phone at the front desk. Eventually I got a refund from Expedia.
Just don't stay here. Not worth the disappointment, the hassle, the lack of options, and the run down grounds of a once nice brand of hotel.More