Selong Selo Resort and Villas

Sam deserves a special mention. He was professional, friendly, and thoughtful about the details, going out of his way to make guests feel comfortable and cared for. It's rare to meet someone so kind and dedicated. From the moment I arrived, everything felt welcoming, well organized, and professional. The villa and resort had a beautiful, relaxing atmosphere, just what you'd hope for in a place like this. I had an amazing stay.

We stayed ten days at Selong Selo, and Villa 9E, which I think means “in the sky,” really did live up to its name. The views were breathtaking. It had two bedrooms, a media room, living and dining areas opening onto a large terrace, and a sizeable infinity pool. A first-class villa with amenities to match. We had a few technical issues, but the supportive staff sorted them out right away. Everyone was warm and made us feel they really wanted us there. Breakfast was a delight each day, though the menu could use a few more choices. The food was first rate, and the staff made the meals even better. Dinner was just as good. We visited the first-class SPA a few times and enjoyed each visit, with welcoming, highly trained staff. Kuta nightlife is a bit remote, so we made a few trips there, but there were quality beaches and restaurants within a 15-minute drive. We had a rental car, which made getting around easier. It was our first visit to Lombok and we were a little apprehensive, but Selong Selo is a world-class resort, like Six Senses or Four Seasons, in a more intimate and affordable package. Well done to the whole Selong Selo team for outstanding service and a truly special holiday. We can't wait to return.

Getting settled was a frustrating start after a long trip. Our booked villa was unavailable because of water damage, and after being offered a lower-category replacement, we looked at four or five different villas before finally getting one similar to our reservation. The setting has plenty of potential, but the stay didn't match the price or what we'd expected for quite luxury villas. Once there, the Wi-Fi was slow, kept disconnecting, and sometimes didn't work at all. Hotel excursions cost almost twice what we found elsewhere, and there were steep extra charges for services, including around €7 to have food delivered to the villa. The food was underwhelming for this kind of property, and cleanliness, especially around the kitchen, wasn't up to standard. We also had no hot water for the shower on our first night. Overall, the place lacked the comfort, quality, and smooth service we expected.

The villa's view was sensational, which is the only reason I'm giving two stars. Management did try hard to help when the sewage smell made one room unlivable, and they provided a replacement villa so the couple staying there had somewhere to sleep. But the property was worn out and hygiene was unacceptable: the pool was dirty, and the kitchen glasses and cutlery were grimy. Everything felt run-down. The restaurant was horrible. We were served a frozen supermarket pizza for €8, which is hard to believe at a resort claiming this standard. Groceries were overcharged, and staff bought the wrong things, like fennel instead of dill. Even though it was their mistake, they wouldn't accommodate us and still charged for the wrong items. We also noticed too late that massages had been overbilled, and management refused to fix that or offer compensation. The resort seems to get worse year by year, and it looks like current management has no intention of changing things or investing in maintenance. I can't recommend staying here until there's a major renovation and the kitchen is fixed. We won't be back.