City of Aventus Hotel - Denpasar

What gave our family peace of mind was knowing how kindly my elderly mother was treated. The staff were attentive with room service and anything else she needed, and they took the time to help her at checkout by calling a Grab car and making sure she was safely on her way. They had also arranged airport pick-up so she could arrive safely and comfortably. Check-in went smoothly, with patience and respect. We’re very grateful for the care throughout her stay. It’s rare to find such genuine compassion, and I’d recommend this hotel for elderly parents. Thank you for going above and beyond.

The easy-to-reach location, generous welcome snacks, and the vouchers for things like a free 10-minute massage, massage cashback, and restaurant discounts were good points. But after my 2-night business trip in Denpasar, I think this hotel seriously needs another audit. It’s hard to see how it qualifies as a 4-star hotel with these conditions and service. The room window couldn’t be opened, so no sunlight came in. The bathroom felt like a closed box and smelled unpleasant whenever I used the jet spray or flushed the toilet. The shower pressure was very low, and the sliding bathroom door wouldn’t stay fully shut, opening by itself because of its design. There were also many flies in the restaurant, which was too small for the number of guests. The staff were friendly at check-in and checkout, but the service after that was very disappointing. I asked for an iron and hairdryer and was told to contact housekeeping. Only the hairdryer arrived, since the iron was already in use, and the hairdryer was broken. I called again for a replacement, but nobody came for over 30 minutes. Eventually I had to find housekeeping staff cleaning rooms on my floor and ask them myself. At the restaurant entrance, Widia didn’t greet me. I gave my room number, she checked the guest list, and when she found my name, she just nodded without saying anything. The hospitality there was absolutely zero.

The staff were friendly and helpful, and the location in Denpasar city is great. My only concern was the bathroom cleanliness. I stayed in two different rooms, and both had soap scum buildup. They need a thorough clean after each guest leaves. The air conditioning also needs cleaning from time to time. In my room it was noisy and dusty.

Dear hotel manager, I’ve stayed here a couple of times for 2-3 nights each time, and there are two things bothering me. First, are new guests meant to get welcome drinks? I saw a tourist receive one, but we didn’t. Also, why does the reception staff seem unfriendly toward local tourists and never smile at guests? The security and housekeeping staff are much friendlier and nicer. Please fix this issue. Thanks.