Comments: 1. Very poor checkin - had ask first for different reception manager since one started to serve speak very poor english, then had to point to the second manager that I have two different back to back reservations, even I noted that especially during reservation on the in advance, she didnt bother to check or look and was repeatedly asking me for checkout time tomorrow + after settle the upfront bill had to change the room three times since no one bothered to honor my requests about top floor and no pool view from the also mentioned during reservation prices even hotel was 75% empty at this point - so I can say very bad recognition towards platinum elite or loyal guests ... another way surprised me - there is only two reception desks in the lobby and there was a line at SPG logo guest desk, but when I tried to go to the second desk which was customer empty I've been told it's not working and they asked me to cue in the line with obviously not SPG guests, but some travel agency customers who was checking out...

2. Being current platinum Marriott guest I was considering transferring and spending some points for "SPG in the hotel instant rewards" - I remember from before it was great way to get nice spa treatment etc - no one heard about such things here and I did ask about that customer relations manager who helped us to choose the room after reception failed to deliver... at least she was speaking English...

3. Right after checkin myself and my partner went to the pool, where ordered pizza and arrival cocktail from pool menu... cocktail was missing alcohol from my taste and I think I know what I'm talking about being Russian and pizza was absolutely great, but it was served without any napkins wor forks or knifes, so they probably expected us eat with our hands - had to requested it separately

4. During our two and a half hours by the pool no one bothered to bring something like wet towel or simple glass of water - very easy touch which is expected from the hotels like this located at island/mostly resort oriented locations... i don't want to compare, but we arrived to this hotel from Conrad Nusa Dua where even complementary fruit ice was served by the pool and we're talking 1000 rooms hotel here, not boutique style hotel as the Sthala

5. When I got back to the room I found the welcome letter... listen, you saw me checking in into the hotel with the boyfriend, you have both our passports... is it very hard to understand that We're not Mr/Mrs Guy and my name is not "Dear Dear Russian"... you write in your email "personally" welcome? Better no welcome letter at all, if it's THAT personal.

6. There's no phone in the bathroom - very uncomfortable to listen it's ringing for 8 times while you're in the shower and your partner is sill by the pool. The room is 30 meters, and if phone is not answered after third ring it's just polite to stop calling, right?

7. When you're by the pool you can hear very strange music coming from somewhere in the hotel - maybe a mice event, maybe fitness... when I was booking the Sthala I was trying to find hotel which is secluded far from the hustle of the city and at this point this music is bothering and sound like cheap Egypt or Turkey resort... when I come to Bali and if i want to hear the music by the pool I will be staying at W hotel and in the hotels like the Sthala you expect to hear roosters and listen to the wind, please correct me if I'm wrong. Update. Music from the upstairs bar stopped when I complained to the staff. Nice. Update2. Same issue next day... 9-30 in the morning, but music playing like its after hours in some club in Ibiza

8. Pool toilet has no inside locks, this is not very comfortable to expect someone else to comin at anytime you there because toilet is the only one...

9. At this point I decided to call guest relations manager and showed her above text, she apologized for misspelling my name in the welcome letter and I asked her to make us happy... in her own understanding I think she decided that I want somehow to continue discussion and sent me room division manager which came over to me by the pool and sit down next to me introduced himself and asked me if there any way they can make my stay "even more better"... I said I still prefer to be by myself alone together with my boyfriend and not to be bothered... as follow up he send me a fruit plate with seasonal fruits (priced about 5usd) and letter requesting my time ... I think this is an insult and I don't want to lose time explaining anything above to the hotel stuff in person.

10. Next day I ordered mango shakes after breakfast when I get to the pool - it was about 9-00 am... now it's 12-00 ... there were plenty of staff coming around as you can see from above, but no one bothered to take away dirty glasses... it's only 3 people by the pool all that time and only us two who ordering smith... same as yesterday - no wet towels, no complimentary water... we left the hotel at the lunch time and spend better time outside hotel - tomorrow is our last day and we hope to relax...

11. But, last day at the hotel was ruined completely for us. Hotel was completely booked and sold out for two mice events, hotel has only one very interested design-vise bar, which was one of the reason I booked the hotel based on photos, and on the last day I was expecting to do some photos etc... but bar in question was closed for private event because of the above mice events ... also since bar is located on top of the swimming pool you obliged to listen to coffee breaks music, to the event speakers, pretty much be the part of the program... this is not the vacation in boutique style hotel you can expect... no advance mentioning of the events or in room information was provided to us during the booking or at the hotel neither during check in or my stay... so thank you the Sthala you made last three days of my vacation miserable - I choose the hotel because it's new, boutique and conveniently located for myself - we're buying presents for our friends in Ubud - and I was hoping to spend times relaxing before coming back to the busy Moscow Unfortunately I booked non refundable rates and it wasn't possible to change the hotel and once again I feel that all the information about upcoming mice events which will take over whole hotel and you just can't relax and enjoy yourself with peace and cerenity should be advised upfront during booking.


answer from GM re above.... dear mr RussianGuy

Allow me and apology for very late on taking a part on your valid feedback received and trust me that we do seriously following up for our improvement. The entire quality services from check in process, food and beverage pool and restaurant services, and most importantly the loyal costumer recognition will be our high priority to be reviewed and improved very soon.

From technical part like house phone inside the bathroom and bathtub advertisement as well as back ground music level at our Naga Bar has been followed up.

In short, I personally apologize for the inconvenience as I personally will lead my team for a better performance.

Mr. RussianGuy, allow me to make my decision as 2,500 Star points offered by my team will stretched into an additional 50% refund from your room rate during 3 night