Raffles Bali — Hotel in Kuta Selatan

Review of Raffles Bali

Pre-arrival Communication: Throughout the pre-arrival process, there were multiple reminders regarding cancellation fees, despite the accommodation bill being settled in advance. While appreciating the thoroughness of the process, it seemed a tad excessive given the circumstances.

Arrival Experience: Upon arrival, our experience was marked by delays in being located by the airport staff, a less-than-ideal first impression while claimed to be VIP greeting.

Staff Demeanor: Throughout our stay, we encountered a sense of uptight from the staff, which, while questionably professional, occasionally veered towards a more unpleasant demeanor. A warmer and more welcoming approach could elevate the overall guest experience.

Amenities: The resort boasts an array of amenities that undoubtedly enhance the guest experience. However, we did notice some oversights in the setup, such as nearly expired products, which could benefit from closer attention to detail.

Room Amenity Replenishment: While the room amenities were undoubtedly luxurious, we did notice some inconsistency in their replenishment. A more standardized approach to this aspect of the guest experience could further enhance the stay.

Butler Service: Our interactions with the butler service highlighted some challenges, particularly in arranging certain activities. While we appreciate the effort, there were instances where our requests were not fully met, indicating a potential area for improvement.

Food and Service: The culinary offerings at Raffles Bali are commendable, showcasing a blend of creativity and culinary expertise. However, there were occasional instances of order misunderstandings and overcooked dishes, which, while a few, were noticeable.

Cleanliness: The cleanliness of the resort is undoubtedly paramount, and for the most part, it was maintained to a high standard. However, we did notice a few isolated instances, such as greasy plates and stained jugs, which detracted from the overall experience.

Restaurant Limitations: While understanding the challenges of managing a conceptual dining experience, we were disappointed not to be able to accommodate a simple request at Rumari. With low occupancy levels, we believed such flexibility could have been extended. Luxury = Freedom.

Management Response: Throughout our stay, there was a notable absence of proactive management intervention. While we did receive a gracious apology upon departure from Ms. Bernadine, we felt a more timely and proactive approach to addressing issues during our stay would have been appreciated.

Overall Disappointment: Reflecting on our time at Raffles Bali, there were moments of disappointment amidst the beauty of the surroundings and the luxury of the amenities. It's important to acknowledge these moments with humility, recognizing that there is always room for improvement.

Service Over Amenities: In the reality of luxury hospitality, it's often the personalized service that leaves the most lasting impression. While the amenities at Raffles Bali are undoubtedly impressive, a renewed focus on delivering exceptional service could further elevate the guest experience.

Recognition of Notable Staff: Through our observations, it's important to highlight the exemplary efforts of certain staff members who went above and beyond to ensure our comfort and satisfaction. Their dedication is a testament to the caliber of service at Raffles Bali. Nik, Aan, all therapists at the Spa, and Ms Sophia (Director of Spa and Retail).

Concept: While the resort's physical attributes are undeniably stunning, we couldn't help but feel that there was a missed opportunity to infuse more personality into the overall concept. A more distinct and cohesive theme could further enrich the guest experience. In conclusion, our time at Raffles Bali was marked by moments of both delight and reflection. While there is certainly room for improvement, we remain grateful for the opportunity to experience the beauty of this resort and look forward to witnessing its...

Even prior to our trip, Dyan the reservation supervisor and her team went the extra mile to really look after our needs and attend to our difficult requests. We are truly impressed that Raffles Bali genuinely cares about their guests’ well-being and are flexible to accommodate to our needs.

We joined the botanist farm tour the first day we reached the resort and it was the perfect start to our stay and a great way to see the entire resort. Joe the botanist guide was very informative, engaging and professional. Bonus points to being a great photographer too!

The quality of food here is simply sublime. We were particularly blown away by the high quality of food we have at breakfast everyday here. My husband and I love the Soto Ayam Kudus (scared chicken noodle soup) dish so much that we asked the chef for the recipe. It’s the perfect balance of rich taste and light texture, with no MSG aftertaste at all. The croissants we had were one of the best we’ve ever had in our life. Flaky on the outside yet soft on the inside, there was the satisfying crumbling sound while cutting into the croissants. The head chef Gaetan Biesuz and his team have clearly done an incredible job.

We were also impressed by the waiters and waitresses across all our meals. Our breakfast waitress Rina and Secret Cave dinner waitress Livia were always smiley, attentive and friendly. They were prompt to our needs while giving us the sufficient amount of space and privacy. I think it’d be better if all the staff wore name tags though. They’re busy enough serving every guest and it’ll be difficult to introduce themselves to everyone.

We highly recommend booking a dinner at the hotel’s Secret Cave. It’s the most romantic dining venue my husband and I have ever been. The meal cost IDR7,500,000 before drinks and taxes but it’s worth every cent. The flower bouquet was also a lovely surprise.

Our butler Aditya was kind and quick to attending to all our requests, always within minutes. Our stay was comfortable and very well organised thanks to him. We were also thoroughly impressed by how organised the entire resort’s team. We were very well taken care of by every staff we met and there was clear liaison and teamwork across their staff members which made every moment of our stay perfectly smooth.

The housekeeping team has also done an amazing job. Very meticulous. It’s also wonderful to see how the hotel has conscientiously considered all details to take care of its guests. Bath robes of different thicknesses were provided, along with beach bags, sun hats, and even an adjustable head rest in the bathtub, etc. Kudos to the staff who thought of every detail possible!

We were also impressed by the quality of massage we received at the hotel spa. It reminds me of Auriga Spa at Capella Singapore. The masseuses are clearly well trained and experienced, with skilful strokes and consistent massage pressure applied throughout the 90 mins of treatment. However, I was a bit surprised to see huge patches of black water stain marks in the jacuzzi tub outside of our massage room. Also, while I can see how the outdoor foot soak with sound treatment before the massage is a good idea, perhaps due to the location of spa behind right below the noisy second floor or lobby or restaurant, it wasn’t conducive to be seated outside our massage room. But it was fine when we got back into the massage room to receive the actual massage treatment. Perhaps the spa could also consider providing heated massage beds like Natureland, the biggest massage chain in Singapore.

We also joined the cocktail class at the resort. There are also many other activities available within the hotel premises, such as cycling, hiking, yoga, games, etc. We actually slightly regret taking a day trip out of the resort, and think that it could have been better if we just spent all 4 days of our trip in the hotel.

All in all, we would highly recommend this resort to our friends to stay here! Thank you Raffles Bali for the...

Dear Customer Care Team,

Greetings. I stayed at Raffles Bali on August 31, 2025, to celebrate a special anniversary. As one of Accor’s flagship ultra-luxury resorts, with a base room rate exceeding RMB 10,000 per night, I had every reason to expect a flawless experience. Unfortunately, my stay was marked by a series of service and facility failures that fell far short of the Raffles brand standard, causing significant disruption and disappointment.

I. Major Issues

1.Discriminatory treatment based on booking channel The hotel advertises complimentary airport transfer as part of the luxury arrival experience. However, I was denied this service on the grounds that my reservation was made through Trip.com. This discriminatory practice, treating third-party bookings as inferior, contradicts Raffles’ stated brand values and creates a fragmented, unfair guest experience.

2.Unhygienic room condition The first villa assigned to me had dirty bed linen, and when I lifted the decorative cushions, there were visible dust particles. After lengthy discussions, I was forced to change rooms, wasting valuable time and spoiling the anniversary experience.

3.Facility failure The hotel promotes its advanced in-room entertainment system, yet it was completely unusable during my stay. When we attempted to watch a movie, the sound system produced muffled, distorted audio with constant noise. An engineer spent nearly an hour attempting repairs but was unable to fix the issue. This wasted our time and deprived us of the promised in-room entertainment experience.

4.Construction noise and loss of privacy The resort is located adjacent to an active construction site where new buildings are being developed. During the day, loud construction noise was clearly audible, disturbing the sense of tranquility. Moreover, the visibility of the construction site compromised the privacy that should be guaranteed in a luxury villa setting.

5.Butler service delays and failures 5.1Food delivery delays: Takeaway food left at the lobby took more than 20 minutes to be delivered to the villa, arriving cold. This shows severe understaffing and lack of professionalism. 5.2Ignored requests: I requested packing bags for luggage before checkout. Despite repeated messages in the guest communication group, there was no response for over an hour. Until checkout, no bags were delivered, only a call urging us to vacate the room. 5.3Lack of proactive guidance: From check-in to checkout, the butler never proactively introduced any of the hotel’s experiences (paid or complimentary). Only after I directly inquired, based on information found online, did I receive a vague and dismissive reply. After checkout, there was not even a farewell message in the guest group.

6.Housekeeping and turndown service below brand standard 6.1Daytime cleaning missed: On the day we left the villa at 9:00 AM and returned at 11:00 AM, the room had not been serviced. I had to actively contact staff to arrange cleaning. 6.2Minimal turndown service: Turndown consisted only of removing trash and placing slippers. There were no refreshments, hot drinks, or thoughtful details. This is completely inconsistent with Raffles’ reputation for its renowned turndown service.

7.Failure in personalized amenities The pre-arrival questionnaire clearly indicated “two male guests.” Yet, the villa was prepared with one male and one female set of slippers and amenities, showing systemic miscommunication and failure to honor guest information.

II. Overall Impact

Instead of a seamless and refined luxury experience, I faced a series of service gaps, facility failures, environmental disruptions, and discriminatory treatment. Most notably, the unfair distinction made against third-party reservations left me feeling marginalized as a paying guest. These were not isolated mistakes but systematic failures across multiple departments, completely misaligned with the Raffles brand promise of “seamless, meticulous, and...