Neo Legian - Jelantik

Check-in was one of the worst hotel experiences I've had. From the start, things felt disappointing and unprofessional. The hotel information says “Free Valet Service,” but there was no valet. When I asked, the receptionist said security was off or on leave. I found that explanation unacceptable and wondered how a hotel could operate without security. We were told someone would guide us to parking, but nobody came, so we drove around in circles, confused and frustrated. Later the receptionist casually asked, “Oh, were you the one with the white car?” That showed a lack of awareness and responsibility. The parking directions were unclear and misleading too. We were told the gate was open when it wasn't, and to turn left after an intersection without saying which one. There were no clear signs and no staff assistance. When we said we were checking in and had already paid, the receptionist looked shocked, as if they thought we weren't staying there. Whether we check in or not, we're still guests, and that level of service was unacceptable. At first they nearly gave us a room with no window, and only moved us after we complained. The room we got was still very small, stuffy and uncomfortable. There was visible mold on the walls and black stains on a dirty sofa. The room felt unhygienic, and I was uncomfortable staying there. I hadn't properly slept yet because the environment felt unpleasant. Thankfully, I booked just one night and planned to move to another hotel the next day. The parking area was far away, and nobody offered an umbrella or helped us. There was no hospitality at all, whether in rain or heat. This hotel carries the Aston name, but the experience was a total failure and didn't reflect proper hotel standards. After reading other reviews, I felt many guests had reported similar one-star experiences, including serious concerns about staff professionalism and security. Very poor service, misleading information, unhygienic rooms and unprofessional staff. I strongly don't recommend it. There are much better options in Legian, so save yourself the frustration.