Bel Air Resort and Spa — Hotel in Gili Air

The staff is very gentle, the rooms were cleaned every day, they provided fresh water daily and the air condition was good. The resort is in a good area, just in front of the turtle beach. They have private beds for the guests on the beach. You can order good lunch and drinks during the day. What we didn’t like that was the room. It was not like on the pictures, the shower was broken as well as the shower door, the bathroom was full with scales, the toilet was very old with strange orange colour, the walls were dirty and on some points newly painted which were not so nice. The manager is very nice until you don’t start to complain. I asked if we can get a new room because our is not like on the picture, one man said they are full (they had rooms on booking but they said they are playing “tetris” so it can happen you come here and after one night sou have to move to another room) and then I said okay but our room is disgusting (see the pictures). Then the manager said okay if we don’t like our room we can leave the resort without cancellation fee, but no refund. We came here for 3 nights, it was 9 p.m we didn’t want to pack the luggages again, then find another resort, go there at the night with 2 30kgs luggages and pay again. First we said we will stay two nights, but the beach was really beautiful and didn’t want to spend our holiday days with packing the luggages and paying and extra fee and moving in the island as this is everything but not resting. In other hotels if you have any complaint, they will give you another room without extra fee and won’t say okay please leave… On the last night they had a party, they said beacuse we said we are leaving (instagram post of it was already done before we arrived). We said ok no problem, but we didn’t think this will be a real festival feeling, extra loud music with people on our terrace talking very loudly. There wouldn’t be any problem if they e.g. close the booking option to that day in advance. And one more good advice, DON’T accept partner offer in booking. We accepted the Tiket.com’s offer, on the booking it showed deluxe room, but they forwarded to tiket.com as standard room. No able to complain to tiket and no refund on booking.. So if you choose this resort, book for a higher price as the more expensive rooms were okay - as much as we could see...

I really want to give this place a better rating and I'll explain why I haven't.

It's a pretty enough place, the room is very nice and very well-equipped, the pool is big enough, everything is very clean and the staff are all very nice.

I have two issues: one is there seems to be an assumption that everyone there in quiet season is an Australian teenager that wants to laugh at crude signs, and listen to a band every night. In fact the customers were all older and probably just want to enjoy the nature. In the evenings it made me sad to walk through the jungle and then arrive at the hotel to find a loud electric 4-piece murdering Wonderwall or Hotel California.

Secondly: service/staff training. Usually at any time there would be about 12 staff hanging around doing nothing. I would come back from a day of diving and yoga to a bar with no customers and ridiculous numbers of staff, and say "I'm going to sit by the pool, can I have a beer please" - I would sit by the pool because of the band - and it would take easily 10 minutes after I've sat down, got comfy, checked all my phone notifications... And still no one has taken a bottle of beer from the fridge and brought it over. You'd think they would be happy to do something! It's the same with food: takes a very long time and when it arrives lots of small mistakes.

I don't want to suggest this as it's it's awfully Western and capitalist, but if they had a good manager who could train them, you could serve that many customers well with a team of 3 or 4 in the bar/kitchen.

Overall though if they could just up the professionalism 20% this is an excellent...

Unfortunately a place that was not as expected at all. It didn’t match the recommendations on booking.com nor TripAdvisor. I really do think the place has a lot of potential but it definitely needs a renovation and an upgrade. Both the interior and the exterior of this hotel.||The hotel is fine if you are traveling on your own and are looking for a place to sleep only but travelling with kids and expecting to stay at the hotel during the day for relaxing, this is not the place. ||The staff and manager are so kind and helpful and their politeness are outstanding. So even though we checked out without staying the week we originally planned for, I really hope the best for the hotel and wish for them a great future.||Suggestions for update:||The tiles in the pool need to be fixed, it’s not safe ||The machine-room in the villa needs to be closed so that the safety is not compromised||The air conditioning does not work as it should be||The furniture in the villa is old and should be renewed due to it looking not clean ||The stairs inside the villa is not suitable for small children (this has to be communicated more clearly to the guests before booking)||And no fire in the trees in the garden. The tree was still warm and smoking when we arrived||The exterior at the hotel needs a “face-lift” having plastic bottles on top of the exterior lamps is just not tourist-friendly along with the reception sofa needs to be cleaned and removed dust so that it’s provides a good expression...