Grand Kesambi Resort and Villa

I’ve never had an experience like this with a hotel anywhere. I booked three days with breakfast for a family vacation through Trip.com and received confirmation. Three days later, someone called H Sona W messaged me on WhatsApp, with the first message also sent through Trip.com. The WhatsApp profile said Sales Manager. He said the amount shown on Trip.com was wrong because of an error, and the hotel would not honor the reservation even though I had confirmation. He offered two options: pay extra or cancel. Trip.com customer support was helpful. They contacted the hotel more than twice, called me personally, and assured me the booking and rate were valid. But H Sona W kept saying a front desk employee had confirmed it and he couldn’t accept my booking. He said he would refuse to check me in even if I arrived relying on Trip.com’s assurance. I told him the rate issue was between the hotel and Trip.com and he shouldn’t be contacting me, but he kept at it for a whole day and pressured me to cancel, saying Trip.com couldn’t do anything and he wouldn’t honor the booking. Trip.com said they had a contract with the hotel and asked me to call the hotel again to confirm. My worry was that I’d arrive late in the evening with my family and luggage and be left on the street, trying to reach Trip.com customer service. This was the worst, most unprofessional customer experience, before I’d even checked in.

The Deluxe Room at Grand Kesambi Resort felt cozy as soon as I walked in. It has a modern interior with a resort-style feel that made the stay really laid-back and relaxing. The staycation vibe was just right, and I’d definitely love to come back!

The bedroom was spacious and clean, and there’s a door from the bathroom straight to the pool, which made getting in and out easy. The villa, pool, and surrounding area were comfortable and private, with a cute sitting area by the private pool that had a coffee maker, fridge, and microwave. We enjoyed a wonderful floating breakfast, though the restaurant buffet could use more variety. Staff were quick and helpful when we needed a few things. The Grand Kesambi at Seminyak, Bali is well maintained, with lovely greenery and an outdoor pool, plus a gift shop and salon.

The peaceful surroundings and pleasant ambience made for an enjoyable stay at Grand Kesambi Resort and Villa. The rooms were comfortable, and I liked the breakfast options. There were a couple of issues, though: restaurant prices felt high for the small portions, and maintenance left us without hot water for a full day, which was inconvenient. The resort has a lot of potential. Better service consistency and value at the restaurant could make the experience top-tier.