The Apurva Kempinski Bali

Everything

The building, the villa, the food, the staffs, etc.

Our stay at The Apurva Kempinski Bali was exceptional. The breakfast spread was superb, with halal options available for Muslim guests. The room was immaculate, and the comfortable pillows and mattress ensured a restful night's sleep. Every detail was thoughtfully maintained, making our stay both comfortable and memorable.

None, everything was perfect.

The grandeur, the 10 storey outdoor staircase, the aquarium (albeit outdated), the whatsapp access to concierge, the beach access, the large pool. We received a generous room upgrade and appreciated this.

The pool in the room was freezing and no way to heat it or therefore use it, the staff were nice but they frankly told us some things that just weren't true. For example they told us no need to book drinks at pala and then when we arrived we were told there was no room upstairs and we should have booked, we said maybe it was our room type the two staff we spoke to said nothing. We had a similar issue trying to leave. We asked to book a car to the airport when we arrived and then again Monday morning . We called and messaged. We then got worried we would miss our flight. The car issue got sorted but last minute so that worked out ok but a but stressful. That was ok. We then waited until 1205 before our the butler picked up our bags and we had told the concierge we wanted to have it picked up by 1145 and the car ready to leave at 12. So again, poor unreliable communication meant we waited and were stressed rather than relaxed. The truffle eggs we order for breakfast when received were cold. We imagine they sat waiting for the other guest with us omelette to be cooked but it meant the scrambled eggs that looked good were actually cold and soggy by the time we got them. When we arrived on sunday we were kindly walked to the room whcih was good but a lot of what we were told about kids club, the bookings for drinks etc didnt exactly pan out as planned. The furniture in the room is bit dated.

I liked the roof top bar great food amazing service. The massage was great.

I arrived late check-in around 7 pm, first thing no one guide me they just point it like its easy to spot reception ,later they escort me to level 9 reception check in take forever almost 35 min i had to rush them to reach my appointment on the SPA at 8 pm, the room didnt meet my expectations basic and facing a road zero privacy coupdnt use the plung pool, no bed net and there was a mosquito in my room, one issues i highlighted to staff stinky smell on the room coming from rotten wood and bath room and they did absolutely nothing. the spa only one staff with 7 customer in front of her i had to go inside and grab one of the staff to expedite my process, the massage was perfect. i forgot my credit card in room and i signed to pay upon checkout and what they did the called me early in the morning disturbing my sleeping to remind me to pay like im gonna run away very unprofessional, i contacted the staff a day prior arrival to book me a table on koral restaurant and guess what they ignore my request and they didnt bother to apologize or even offer me to see the restaurant as i told them im interested to see it. finally i called for check out 3 times no one answered me i had to go to the reception and upon leaving my luggage was not in my driver car i had to wait 25 min for them to find and bring my luggage.