Sunrise Suite Seminyak

The staff were friendly and helpful, and there was even a cute cat 🥰. I stayed six nights and would book here again on my next trip to Bali. The room had lots of space, with a large bedroom, bathtub, big couch, kitchen, and refrigerator. The kitchen had cooking tools, which is handy for families who want to cook. There was also a big, clean pool and a private backyard area, plus plenty of space to put things.

I booked a double room for two days through Traveloka, but the room I was shown was awful: black mold, an unclean interior, and a bad smell. When I asked for a refund, they refused and offered another room that was smaller than the one I’d booked. That room’s bathroom also looked poorly maintained and smelled moldy. Even at a cheap price, the room wasn’t worth it. Black mold could make people seriously ill, or even die.

The photos make the place look clean, but I found it dirty and moldy. The studio was dark even in the middle of the day. There’s a hot tub, but I couldn’t fill it with warm water: it ran warm for the first two minutes, then turned cold. There was no hot water, and the shower holder was broken for all three days. Maintenance was poor. I chose a deluxe room because open space helps me feel comfortable, as walls around me make me anxious. At check-in, staff said their system showed I’d booked a studio, which was dark and had ugly walls. I showed them my reservation and even contacted Agoda customer service, who confirmed I’d booked deluxe. Still, they ignored the booking and kept me in a much lower class of room. For three days they couldn’t give me the room I’d reserved, despite my asking several times. Instead of apologizing and upgrading me to match my booking, they left me in that terrible, moldy room because of their system error. What customer service! I was considering a long-term stay, but after this experience I never want to return. They tried to be nice, but failed.

The access was the worst part. The only route to the main road was flooded right in front of the hotel and under construction, so I couldn’t get my vehicle out. Staying in also wasn’t a good option because the Wi-Fi didn’t work. The problems kept coming day after day, and when I raised them with staff and the customer experience officer, I got more problems instead of solutions. My five-day stay felt like the worst decision, and with three days still to go, I didn’t know where to begin. Hot water lasted only the first five minutes; the bathtub kept leaking, and the old shower head let out so little water it barely felt like a bath. They also gave me a frayed towel as if that were acceptable. At over IDR 600k per night including tax, I felt the place wasn’t doing its best for customers and it felt like a scam. If you want a relaxing stay in Bali, this isn’t the place. If you want a stream of problems to test your patience, go for it. My advice is to close the place until it’s ready, instead of putting customers through an emotional roller coaster. Edit: Thanks for the hotel’s reply and for the steps management took after several complaints. They provided a replacement for my rented vehicle to compensate for the flooded road closure, and changed the shower head. Despite the problems, I enjoyed my last few days quite a bit.