InterContinental Bali Sanur Resort by IHG — Hotel in Denpasar Selatan

Our experience staying at the InterContinental Bali Sanur started at check in. There were 2 check in desks - both free. Mr Kharwar asked if there was a specific desk for diamond elite members so immediately the person knew his status. We were advised either so we sat down.

During the checkin process another gentleman sat down at the other desk. He was then provided with both a welcome drink and refreshing towel. We subsequently had to ask if we could possibly have one. We were provided a towel & water. The other gentleman had been offered a choice of drinks. Very disappointing.

Yes, we had been provided with an upgrade which whilst very nice we did not plan to spend any significant time in the room.

Certain aspects of the accommodation & care left a lot to be desired. There were no bottles of water in the bathroom for rinsing after brushing one’s teeth. A bottle had to be retrieved from the kitchen. This half used bottle was never replaced.

Dirty crockery & glassware was left out and never washed. On the last evening no one came to check/turn beds down. The pool was left uncleaned after heavy rain had resulted in many leaves in it. All issues which weren’t going to detract from our holiday but also things we wouldn’t expect to experience.

When we initially checked in we asked if there was a members lounge. We were advised the hotel did not have one but there was a members reception on both Tuesday & Friday. Like the welcome drink were excluded from this - we don’t know if it was that we weren’t invited or it didn’t actually happen.

Due to changes in our initial plans our stay was in 2 bookings. So on the Monday on our return from the beach to our villa we went to renew our check in. The cost was being split between myself & my Mr Kharwar. I paid my half on my card. Mr Kharwar tried to pay via Apple Pay which initially declined due to the check-in assistant not using an Amex enabled terminal. Issues with this meant the payment wouldn’t complete. Mr Kharwar didn’t have his card as he hadn’t taken this to the beach. He explained he would return to pay after getting changed and the lady was insisting someone would accompany us to the room to take payment. How embarrassing! As if we weren’t going to pay. Half the bill had already been paid anyway. I felt we were being treated like criminals & was so embarrassed for Mr Kharwar.

The following morning when we went to breakfast part way through we were asked for our “voucher”. On the first check in we advised we wanted breakfast as our option. On second check in we weren’t asked & it wasn’t carried over. Imagine how we felt to have to have this conversation in the middle of breakfast. Can you imagine? People looking at us as if we weren’t paying for breakfast!

We called prior to leaving to express our feelings & provide feedback. After providing this all to Mita we were advised she would speak to front desk & come back to us. We cut short our last day on the beach to return to take a call. Only to then be told a manager would come to the room. We wasted time repeating everything & only to be told they could do nothing. We had been given a substantial upgrade. I actually felt it was like us being told as we had been upgraded we could be provided poor quality service & not complain.

Having come from another IHG hotel the contrast was stark. At the last hotel we felt like individuals whereas at Bali Sanur we felt like numbers.

Whilst we do have a lot of criticisms we would like to pick out Vera in the restaurant & also the chef who provided the level of service & professionalism over & above what we...

Our experience staying at the InterContinental Bali Sanur started at check in. There were 2 check in desks - both free. Mr K asked if there was a specific desk for diamond elite members so immediately the person knew his status. We were advised either so we sat down.

During the check-in process another gentleman sat down at the other desk. He was then provided with both a welcome drink and refreshing towel. We subsequently had to ask if we could possibly have one. We were provided a towel & water. The other gentleman had been offered a choice of drinks. Very disappointing.

Yes, we had been provided with an upgrade which whilst very nice we did not plan to spend any significant time in the room.

Certain aspects of the accommodation & care left a lot to be desired. There were no bottles of water in the bathroom for rinsing after brushing one’s teeth. A bottle had to be retrieved from the kitchen. This half used bottle was never replaced.

Dirty crockery & glassware was left out and never washed. On the last evening no one came to check/turn beds down. The pool was left uncleaned after heavy rain had resulted in many leaves in it. All issues which weren’t going to detract from our holiday but also things we wouldn’t expect to experience.

When we initially checked in we asked if there was a members lounge. We were advised the hotel did not have one but there was a members reception on both Tuesday & Friday. Like the welcome drink were excluded from this - we don’t know if it was that we weren’t invited or it didn’t actually happen.

Due to changes in our initial plans our stay was in 2 bookings. So on the Monday on our return from the beach to our villa we went to renew our check in. The cost was being split between myself & my Mr K. I paid my half on my card. Mr K tried to pay via Apple Pay which initially declined due to the check-in assistant not using an Amex enabled terminal. Issues with this meant the payment wouldn’t complete. Mr K didn’t have his card as he hadn’t taken this to the beach. He explained he would return to pay after getting changed and the lady was insisting someone would accompany us to the room to take payment. How embarrassing! As if we weren’t going to pay. Half the bill had already been paid anyway. I felt we were being treated like criminals & was so embarrassed for Mr K.

The following morning when we went to breakfast part way through we were asked for our “voucher”. On the first check in we advised we wanted breakfast as our option. On second check in we weren’t asked & it wasn’t carried over. Imagine how we felt to have to have this conversation in the middle of breakfast. Can you imagine? People looking at us as if we weren’t paying for breakfast!

We called prior to leaving to express our feelings & provide feedback. After providing this all to Mita we were advised she would speak to front desk & come back to us. We cut short our last day on the beach to return to take a call. Only to then be told a manager would come to the room. We wasted time repeating everything & only to be told they could do nothing. We had been given a substantial upgrade. I actually felt it was like us being told as we had been upgraded we could be provided poor quality service & not complain.

Having come from another IHG hotel the contrast was stark. At the last hotel we felt like individuals whereas at Bali Sanur we felt like numbers.

Whilst we do have a lot of criticisms we would like to pick out Vera in the restaurant & also the chef Amaury who provided the level of service & professionalism over & above what we...

We just spent a week here in the villa as well as one of their suites. We had booked this as a big family holiday (11 people) for 2 years ago when it was still Fairmont but had to delay it due to covid. Intercontinental was nice enough to honour the booking so we had to use it by end of this year. This is the only reason we did not just check out and go somewhere else as it was already paid up.

We got there after 3pm and was told the rooms were still not ready but not given a specific reason why. We had 5 kids who had been travelling the whole day already and were just keen to get them settled in. After waiting around for a while and pressing further, then they told us the issue and that they were trying to fix it. We requested they let us check in anyway while they try to fix the issue. We only ended up getting to our room after 4pm. We waited all evening for them to fix the aircond issue but in the end they said it couldn't be fixed and that they had no other room for us so some of us ended up having to sleep in the room with no air-conditioning which was very stuffy. The next day they kept saying they could fix the issue but by afternoon it was clear it wasn't happening so after speaking to the acting GM he then said they can give us the villa next door (which begs the question why this wasn't provided earlier).

The next issue is that we found glass on the floor of the pool that was in the villa. Luckily none of the kids got hurt, but totally unacceptable safety-wise. In the next door Villa part of the ceiling outside collapsed overnight which was also very dangerous if that happened during the day. Overall I'm not sure if the villas have been refurbished yet but we felt the furniture was all quite old and everything just a bit worn.

Be aware that the hotel is undergoing major renovations so more than half the hotel is non functional and running at a low capacity. Only one restaurant is functioning (Pier Eight) and the menu is about 80% the same as the in room dining menu. The food is decent enough but for longer stays there is not enough variety. Breakfast buffet was in Layang Layang and was OK. They try their best to rotate the hot food (about 8 options) but other than that the rest are the same and minimal for a 5-star hotel.

The main pool is nice and the kids club is good too (although the location is also a bit strange). They had a list of resort activities for the week but when I inquired they weren't actually running it (like the Uluwatu lace workshop). They did have the kite making one though which was great for the kids and the kites really did work.

There is beach access but don't expect a nice quiet beach. The hotel is situated between a row of shops and restaurants and there are alot of boats in the water. The beachfront for Hyatt Regency is alot better and quieter with less boats. We spent alot of time at Hyatt Regency for meals since Intercon had limited options and Hyatt Regency is only a 6 minute walk along the beach with a kids menu. There are of course alot of other food options along the whole stretch as well but for a big group like ours it was difficult.

To be fair the management is trying hard to bring the resort back to life after covid. They offered F&B credit and a free high tea to make up for all the issues. However I think they are about 2 years out from getting to a 5-star...