Jumeirah Bali — Hotel in Kuta Selatan

The resort is very nice but unfortunately on the Saturday dinner before our checkout on Sunday, our son had food poisoning. He had high fever, vomitting and severe diarrhoea. When we checkout, the resort refused to admit responsibility despite we staying and dining in the resort for 3 days from Fri til Sunday.

They even said that for this to be food poisoning, it needs 20 people to report sick. But they agreed to temporarily not charge for dinner but reserve the right to deduct the dinner bill from our security deposit. We left for the airport. In the meantime, our son continued to have high fever and diarrhoea which we administered our travel medicine.

His condition persisted on Mon and we took him to the clinic on Tue, when the doctor diagnosed gastroenteritis. The next day, the situation worsened as we found blood in the stool and we rushed him to the hospital A&E, and the hospital doctor confirmed that it is bacterial gastroenteritis. We were alarmed and very concerned. The doctor advised us to closely monitor him and if situation worsened, then he needs stool test so as to administer the appropriate antibiotics, which is not advisable for young children as there would be side effects to their intestinal system.

In the meantime, we continued to correspond with the resort. They continued be non-committal if they should be responsible. We asked if they would at least waive the dinner and pay for the medical bills. They continue to be non-committal. All these while, the GM has not reached out to us. It was only until Friday where we threaten to seek legal advice. This is 6 days where our son had continued to suffer vomitting, diarrhoea and high fever. Thankfully, he is now feeling better on Sat (7 days later) but he is still not able to take solid food (we attempted on Friday but he would then vomit again).

Our last interaction with the resort was the GM asking for stool report. This is ridiculous as it was clearly food that we had eaten in the resort as we did not go anywhere. We provided doctor memo from the clinic and hospital. It was good thing that things did not worsen as the way the resort staff has responded showed neither sympathy nor urgency in their actions, other than being sorry in words. All they cared was wanting to charge us for the dinner and would offer 20% discount initially and then raised to 30%.

Diarrhoea and high fever resulting from food poisoning can be fatal if not treated promptly. If we had to depend on the resort, it is difficult to imagine what might be the outcome. This is terribly disappointing for a resort of this standard. Instead of addressing our needs in such a delicate situation and handling with urgency, they just kept saying that they are investigating without giving a proper resolution. We also subsequently found out that it's not uncommon for food poisoning in Bali even in famed resorts.

In my correspondences with the GM whose name is Ram, when she contacted me when I was in the airport, and I told her to respond to my email to which she replied, "I am also travelling on business trip and I will stay in touch".

When I asked that she respond to my request for reimbursement and compensation for our medical bills, she turned around to ask for more proofs. Any deserving restaurant would have been more responsive, caring and concerned when its guests.

This is terribly disappointing. What was even sadder was my kids saying they are scared...

Celebrating our 50th anniversary, we recently visited Jumeirah Bali Resort for 12 days.

To say we found our visit to the resort an extraordinary experience would be an understatement. In our extensive global travel, no other destination has approached the wonderful experience of our amazing visit to this garden-like enclave by the Indian Ocean.

The resort comprises 123 villas of 2200 sq ft each with a private pool, one and a half baths, indoor and outdoor showers, and large artistic private garden terraces surrounding each villa pool, creating an ambiance that makes each guest feel like visiting royalty or special guests in a luxurious private home.

Each villa's creative and artistic architecture enhances the ambiance of each guest’s accommodations and makes this resort a once-in-a-lifetime experience. Jumeirah Bali has two gourmet yet informal restaurants – one seaside and the other high on a cliff overlooking the resort and the sea. Sunsets at both were heaven like.

The unique physical qualities of the resort were only exceeded by the ever-welcoming staff, who made all guests feel like they were family. Ever smiling, gracious, and completely service-oriented, the staff provides outstanding, kind, and courteous attention 24 hours a day. No request was not immediately addressed, and every request was instantly addressed via an innovative E-Butler app on our phone – the usual phone call for service, as in most hotels, was never necessary.

The resort has a staff of over 300, providing a 3-to-1 ratio for each villa. Even more special, the warmth, courtesy, and solicitous attitude of each staff member at all resort facilities made our extended visit a genuinely exceptional experience. The natural Balinese warmth of each staff member and disciplined hospitality training created an unmatched guest experience.

The concierge Erta was a daily source of information and personal planning for us, who arranged spa visits, local tours with private cars and guides, and transport to and from the airport. French gourmet chef Joan at Akasa creates culinary journeys for guests every night at cliffside Akasa, overlooking the ocean.

The management of the resort is executed at a personal level, 24 hours a day, by Vincent Moreau is always present throughout the resort from morning to night. Ever solicitous, gracious, and welcoming, he sets a remarkable hospitality standard for his staff, and each staff member meticulously follows his example. We have never experienced a higher level of service at any hotel or resort in our visits to 72 countries during our more than 50 years of regular global travel.

A visit to Jumeirah Bali is like imagining a brief trip to heaven. The resort, a creative, innovative, and artistic facility immersed in a garden setting by the ocean, made our Bali visit memorable and a luxurious alternative to the bustling and crowded atmosphere we saw at many facilities throughout the island. No request was too complex and was not addressed immediately. When we felt unwell, a “feel better” meal was instantly delivered to our villa even without a request. Each staff member inquired the following day as to our recovery.

We recommend a visit to this resort without any reservations. It will be an experience every visitor fondly remembers for a lifetime. Indeed, we will not forget this very special experience in our travels.

David & Lee Ann...

Birthday in Paradise

I’ve choose this amazing location to spend my birthday during our trip to Bali and it exceeded our expectations. The pictures simply don’t do it justice. The first impression, once in the lobby is breathtaking. Open, spacious and white you feel like a movie star transported there by your private helicopter. It is so spacious that you feel like your the only one there and on top of the world.

Our personal butler greeted us, welcome drinks and scented cold towels were provided and then we got transported to our private villa. Our butler stopped on the way and presented the location, the hotel itself is a work of art, and it tells a story of Majapahit empire and you can feel it everywhere, very well executed, with all the fountains and well kept flowers like in a botanical garden. Our villa was impeccable, size was generous and we felt like the first persons staying there.We had an infinity pool looking onto an enclosed garden and water creek. The attention to detail was immerse, even the folded towels had flowers in them, and the setting was super private. The breakfast was the best we ever had, and we had a lot in luxury hotels. You could order from a-la-carte and had a buffet as well. I took a croissant and even if it was warm the chef immediately advised someone to put it in the oven for me. The food quality was outstanding. Even if only one restaurant was open it was more than enough as they provided options from all kinds of cuisines and Michelin stars dishes. Everything was outstanding. Drinks watching the sunset with a special food menu is a must. We tried yoga as well and it’s a nice experience to have. Couple massage was definitely the best in Bali as we tried as well at other 5 stars hotels and you cannot even compare. We received at end bracelets to match our chakra. While in Bali a floating breakfast experience is great for pictures. And we had as well a romantic dinner by our pool that definitely made a once in a lifetime experience. We said our goodbyes with a Blessing Ceremony that I recommend.

The location of the hotel is at Dreamland Beach and it's the perfect place to take a stroll after breakfast, don’t forget to wear sunscreen because I didn’t and I got burned on a short walk, but the beach and waves are worth it.

Top notch was the professionalism and attitude of its staff as they go out of their way to make your stay a remarkable one, as we were even greeted by our names by not only our butler but by the staff welcoming us at the restaurant and by the restaurant staff.

In total it was a once in a life time experience, and it should be treated as an experience with all the hotel...