A few months ago, my RA wife and I booked a total of four nights at the Bali IC's 2-bedroom villa using points when the suite was available for awards. A problem with our booking was made aware to us just before our stay, but the Bali IC really resolved the problem as well as anyone can expect.

I have been in touch with the resort director arranging transportation and getting answers to a number of questions, when they noticed that the 2-bedroom villa was doubled booked during my stay. I have also booked a few extra nights before and after our award nights, for guaranteed suite upgrades and lounge access. The Bali IC offered to put me in the 2-bedroom villa for the first two nights (instead of the original later four nights), and move us to their second largest suite, the Bukit suite, for the remainder of our stay. Our entire stay will be complimentary, points will be returned to our accounts, and the revenue nights will be comp'ed as well.

We are now at the last day of our stay, and I must say that the Bali IC really delivered on their promises. We got the better one of the two 2-bedroom villas, a pair of excellent dedicated butler, and the best of the four Bukit suites at the property. Two bottles of Moet and Chandon Brut Imperial awaits us in the suites, as well as large box of hand-crafted chocolate truffles. 24-hour lounge access is available every day, and each and everyone of the staff address my wife, myself and my son by name. All the points have already been returned to both of our accounts as well.

The director of the Club IC interceded when the double-booking issue surfaced, and was the one that admitted their IT mistake, and took over from the orginal director with whom I initiated the communications. As I mention to her, mistakes do occasionally happen, it is how the mistakes are corrected that shows the caliber of the organization. Bali IC certainly knows how to do it right, and have earned my respect, and certainly my repeat business.