Sheraton Bali Kuta Resort — Hotel in Kuta

I received an email from this hotel inviting me to complete a survey. Initially, I wasn’t planning to share my negative experience at this Sheraton hotel.||First of all, I am a Titanium member of the Marriott group. However, during my stay, I did not feel respected as a loyal member, nor did I experience any member benefits. Sheraton is considered a premium brand within the Marriott portfolio, but this Sheraton Kuta Bali does not deserve to be classified as such. The stay made it clear that this hotel is overrated and overpriced. ||I was also deceived by the reviews on TripAdvisor. Before checking in, I received an email from Sheraton Kuta Bali, and I replied requesting help to celebrate a friend’s birthday. They completely ignored my request and simply responded to my email in a very formal manner. I saw in other people’s reviews that the hotel helped with birthday decorations. After my own stay, I really feel there was a difference in services.||The front desk service was particularly disappointing. If you’re expecting an upgrade just because you’re a Marriott member, you’ll likely be left waiting forever unless you do a complaint, in which case there’s maybe a 0.1% chance it might happen. There was a complete lack of communication at the front desk, and it’s unclear whether the issue lies with management or the individual front desk manager. One male staff member at the front desk had a very rude attitude and provided extremely poor service honestly a disgrace to the Marriott brand.||That said, the restaurant’s dinner service was excellent. Their greeting style made me feel genuinely welcomed. One male staff member, whose name I unfortunately forgot (he wore conventional braces), stood out in particular. He introduced the restaurant’s specialties and even remembered my name the next day and greeted me personally.||Housekeeping was another major letdown, especially the bedsheets. If you’re not particular about cleanliness, you might overlook it but I noticed many red spots and other small stains on the sheets. In addition, there were strands of hair from the previous guest still on the floor, which is simply unacceptable.||As for the hotel facilities, they also fell short of what you would expect from a Marriott standard property. When you’re already disappointed with the overall quality, it’s hard to truly enjoy the facilities. That said, the massage service was actually quite good and worth mentioning as a highlight.||Conclusion: Sheraton Kuta Bali has a great beachfront location, but if you expect premium service, you will be disappointed. I felt like I was staying at a lower-tier or average hotel, certainly not worth the premium price. To be very honest, even the Aloft Kuta hotel next door which is part of Marriott’s Select category provided better service than your Sheraton.||Marriott’s brand reputation is built on trust, consistency, and service excellence and this experience did not...

A lot of positives but a disappointing experience!!

Stayed with my family here over the past week. Our first time in Bali and I have a lot of positives to say about this property:

The staff were extremely cordial, helpful, genuinely caring. Despite instances were they seemed over burdened with the load, not once did I see them lose it. Very impressed.

The location was very impressive. Right in front of the Kuta beach. Next to the beachwalk mall. 15 min walk to the Kuta art/craft market etc. 20 min to the airport. A lot of good restaurants nearby.

Our stay included the Nyepi day (city-wide shutdown) on March 11th. A lot of resorts nearby had very limited services/ no dinner etc. But the staff at Sheraton organized special activities to ensure the kids and grown ups were kept occupied. The Balinese dance lessons, a bunch of art and craft activities etc. were offered to ensure no one felt "stuck and bored" in the hotel.

They had good variety of food. The breakfast had a lot of options, including Asian, Continental, Indian etc. and they provided fresh food and items outside the menu when we asked them. Their vegetarian options dinner buffet were limited but that was not a big deal since most of the guests were caucasian/ asian and seemed to enjoy the food.

Despite all this, we will not be back again due to a horrible experience with our room. We had asked for a sea view room and the room had a ceiling leak which left the bathroom floor in a pool of water. There was water leak in the bathroom closet as well. This could happen anywhere but the problem was their total lack of apathy in handling the issue. I complained and they said they'll fix it. Unfortunately, it was not fixed at the end of the day. I complained again. The manager Ms.Ebi called me at 1pm to assure me that the issue will be fixed by 8pm that day. Unfortunately, when we returned to the room tired and exhausted at 10pm, we were welcomed again by the pool of water in the bathroom (3rd time now) and closet. The night manager Mr. Eka did offer a different room but the damage was already done. We were supposed to leave for Ubud at 7am the next day but the packing, moving rooms, unpacking meant we left late for Ubud and got delayed due to traffic.

The most appalling thing was that the manager Ms. Ebi had no clue the issue was not fixed until I brought it up during checkout. When I demanded a compensation for the inconvenience caused, I was offered a measly 9% of what I paid for the week. That aside, the experience was was completely unbecoming of what i expect at a Sheraton property.

This is not a knock on the staff, but more a problem with the owner/management team. I am hoping my experience was one-off and others enjoy their stay. But this was enough for me to decide against...

First of all, I am a Titanium member of the Marriott group. However, during my stay, I did not feel respected as a loyal member, nor did I experience any member benefits. Sheraton is considered a premium brand within the Marriott portfolio, but this Sheraton Kuta Bali does not deserve to be classified as such. The stay made it clear that this hotel is overrated and overpriced.

I was also deceived by the reviews on TripAdvisor. Before checking in, I received an email from Sheraton Kuta Bali, and I replied requesting help to celebrate a friend’s birthday. They completely ignored my request and simply responded to my email in a very formal manner. I saw in other people’s reviews that the hotel helped with birthday decorations. After my own stay, I really feel there was a difference in services.

The front desk service was particularly disappointing. If you’re expecting an upgrade just because you’re a Marriott member, you’ll likely be left waiting forever unless you do a complaint, in which case there’s maybe a 0.1% chance it might happen. There was a complete lack of communication at the front desk, and it’s unclear whether the issue lies with management or the individual front desk manager. One male staff member at the front desk had a very rude attitude and provided extremely poor service honestly a disgrace to the Marriott brand.

That said, the restaurant’s dinner service was excellent. Their greeting style made me feel genuinely welcomed. One male staff member, whose name I unfortunately forgot (he wore conventional braces), stood out in particular. He introduced the restaurant’s specialties and even remembered my name the next day and greeted me personally.

Housekeeping was another major letdown, especially the bedsheets. If you’re not particular about cleanliness, you might overlook it but I noticed many red spots and other small stains on the sheets. In addition, there were strands of hair from the previous guest still on the floor, which is simply unacceptable.

As for the hotel facilities, they also fell short of what you would expect from a Marriott standard property. When you’re already disappointed with the overall quality, it’s hard to truly enjoy the facilities. That said, the massage service was actually quite good and worth mentioning as a highlight.

Conclusion: Sheraton Kuta Bali has a great beachfront location, but if you expect premium service, you will be disappointed. I felt like I was staying at a lower-tier or average hotel, certainly not worth the premium price. To be very honest, even the Aloft Kuta hotel next door which is part of Marriott’s Select category provided better service than your Sheraton.

Marriott’s brand reputation is built on trust, consistency, and service excellence and this experience did not...