The Laguna, a Luxury Collection Resort & Spa, Nusa Dua, Bali

katie23Wakefield6 months ago

Was expecting an amazing stay but lots of little things impacted the experience. Felt like every 5 mins there was an issue and had to contact the hotel staff who tried to resolved and was a nice touch to move our rooms on the last night to a suite as an apology. ||Items included:|Our initial room was ok albeit smaller than I thought it would be both inside and the balcony. The mattress was far too hard and the air con never got to required temperatures, we didnt sleep well. We brought both issues up and they were addressed during our stay, we were given an extra mattress topper and they said the had sorted the air con it did go colder but didn’t ever reach the temp programmed. Also the toilet had flushing issues and had to be fixed. At first they said no issues and we had to explain it took holding the handle down for a min at a time to flush before they returned and actually fixed it. The turn down was hit and miss far too early one day at 5pm and on other days didn’t happen at all , we had to discuss with housekeeping for it to be after 6pm. I’d prefer no turn down service offerred if they can’t provide at a rationale hour. We asked for an iron and board and gave up waiting after 15 mins and used my hair dryer and on return 4 + hours later still no iron and 2 days later still none!! Odd they aren’t provided in the rooms. The room is also looking a tad tired with the skirting board pulling away from the wall and the wood work generally around the hotel has seen better days. Be careful of the lifts as they are lethal and don’t react if you are on the lift threshold and the doors just close, my hand nearly got caught twice. Also the gold in lay in places has popped out of the wooden floor in the corridors. I tripped over one section. We reported it and since has had tape keeping it down. Around the resort at times there are insufficient sunbeds at the pool area and beach unless you get up at the crack of dawn to save a spot. Also it takes ages to get service on the sunbeds even if you press the buzzer (if you have one as 50% of the time our bed didn’t have one) often waiting 20 mins for someone to appear to take your order. Also the salt lagoon isn’t pleasant to sit around (sat here as no sunbeds at the pool or beach) as starting at c1pm every day there was a continuous loud, out of tune Indonesian music set being played next door from the Melia. After 45 mins we couldn’t cope and decided to chill in our room only to discover the awful music could be heard there. We then went to the beach and the band appeared there!! It’s great to hear local music but for over 2 hours it was too much. The following day I was in my room trying to relax at c4pm and couldn’t as the music could be heard. From discussion with the staff this is a daily event from the Melia hotel next door and is not a one off. The fact there is no warning of this is especially when your room is located next door is appalling and frankly impacted our stay. Dont get a room salt water lagoon side they are not great to relax in. Also the washroom at the salt lagoon is awful. The sink filter is old or broken meaning the tap water is yellow and also it’s a struggle to close the toilet doors as the wood has expanded from the humidity. (I did inform the staff as obviously the cleaning crew haven’t or they don’t care to fix such items). Breakfast was ok but far too busy and often queues. When sat at the outside area it took 25 mins one day to get a coffee. When we made note of this suddenly coffee appeared quickly… but really shouldn’t have to complain for service. Unsure why they don’t also use the Arwana restaurant so you can have breakfast on the beach, seems a waste of the space and nice setting and would help with the congestion. Massage oils at the spa were not that appealing but massage was ok, the massage at Sofitel is better. The gym is far too small and only one person could use the weight area at a time and even then you had to move benches about to use the space. The Xmas menu was strange… turkey (normal) but then accompanied with curry mash potato…. odd. Decided not for ourselves. We made comment on the odd combo and if I was the hotel I would have said it could be substituted for normal mash but they didn’t. As such we ate at the Westin on the left of the hotel for Xmas day which was great. Keep walking and there are lots of hotel restaurants and local eateries if you keep walking and if you walk in the opposite direction to this ie to the right through the Melia there is the Kekeb restaurant on the beach or if u turn right just after the Melia there are some little eateries or walk further up on the left there is a large shopping centre with restaurants just no beach view. The pizza at the poolside was very soggy and the spring rolls quite greasy and beyond this and breakfast we didn’t eat at the hotel as the service and poolside food put us off.||Good points are that the staff are great and very friendly when you get them especially at the Kulkul Beach House. We did relay our challenges to the hotel and we did speak with a manager who sought to address however most of the issues should never have presented themselves for the price point of the hotel. When you can get a sunbed they are comfortable. ||As I say disappointed … don’t think I’ve ever had so many issues during a stay… sigh! No