BERSANTAI VILLAS Lembongan Island — Hotel in Nusa Penida Subdistrict

Beautiful view, great location but very expensive with the worst service we receive in 1 month in Bali.

We stayed 12 nights at villa Bersantai. The location is great. The view towards the volcano and the bay is sensational. The infinity pool is certainly the main attraction. The villa is pleasant and well-equipped. Although it's clearly stated on their website that there's no air-conditioning, with the ambient heat, an air-conditioner and water-cooler seems to me a real must for a 4* hotel. It's very uncomfortable, even at night. I took this risk knowingly.

Our greatest dissatisfaction is with the service offered, which in my opinion is far from what you'd expect from a 4* hotel. Firstly, all the staff have very limited English, which creates a lot of understanding issues. This is really not normal for a 4*, in fact it's the norm in the hotel industry. Secondly, after only 2-3 days, all the consumables (toilet paper, soaps, drinking water, dish soap) had not been replaced. You had to ask every time. At least, when asked, the staff responded promptly. They seemed to improvise. One evening, they disconnected my electronic device and gave it to the other villa without informing me. A second night, they stopped by during our dinner to borrow knives for another villa.

Finally, the biggest frustration during our long stay is the relationship with the main manager. When traveling, accommodation is often our anchor point and trust needs to be established quickly. This was not possible with him.

Before we arrived, I had to write to him 3 times to confirm whether he had a baby crib. An important factor when traveling with a baby. Communication was not fluid. When we arrived, he offered to help us take care of several reservations. Honestly, he doesn't seem to be working in the customer's interest, but rather in his own and his network's interest. His guide in Nusa Penida spoke no English and had no knowledge of the island's places of interest. It couldn't have been worse. And what can we say about the babysitting service: mediocre and very expensive... Even booking cabs was complicated with the team in place.

Halfway through the holiday, I took charge of all our reservations by contacting the service providers directly via WhatsApps. It's super easy and the level of service obtained has greatly increased. A stroke of luck! I highly recommend it. Even at that, he even interfered in my business: he canceled a free pickup from a restaurant I had booked myself. He raised the price of a fishing session negotiated with a captain by 500K. To name only two points for which I have written proof. The rest is verbal. When I've expressed my frustrations with him, he just blames others, even to the point of implicating my wife.

Seriously, I feel very sorry for the owner of these superb villas. His main manager is either dishonest, has issues with his English or maybe a bit of both.

So if you still want to do business with him, I urge you to put everything in writing via WhatsApp and keep your fingers...

We have stayed on Lembongan so many times over the years at various villas. This was our second stay at Bersantai but our first in Villa Ganesh. Such a beautiful, peaceful villa. Very spacious and beautifully decorated. We were a family of 4 adults ("kids" aged 20 & 25) and found the villa very spacious. The Queen beds do not separate in either room so staff made up a bed for my daughter on the lounge in one of the bedrooms which was fine. We loved the outdoor living room. Plenty of seating for everyone and such a great spot to watch the boats go by or read a book. Really loved the large open plan kitchen and dining area with well stocked kitchen. The staff were all so friendly and very helpful. They were always close by if you needed anything but very respectful of our privacy. Loved being able to park our motor bikes at top of the villa and not have to deal with crazy car park at the bottom. The view from Villa Ganesh is just breathtaking. I literally would spend hours and hours each day just gazing out from the day beds - from watching the sunrise in the quiet of the morning while listening to the call to prayer, the constantly changing blue of the water during the day with boats coming and going, watching Agung appear and disappear from the clouds and of course the magnificent sunsets at night. So relaxing. So chilled. Such an awesome stay and can honestly say I would not have wanted to be anywhere else in the whole world than sitting in the pool at Villa Ganesh on New Years Eve. Just a heads up - there is no air con in Ganesh. This is usually not an issue if staying during cooler months but this was the peak of Summer and even locals were complaining of how "panas" (hot) it was. Sleeping at night was pretty tough. The ceiling fan in our bedroom on the highest speed was just too slow and even with additional pedestal fan just did not cut it. My husband is very susceptible to mosquito bites so he had to have the mozzie nets on. This meant that very little air actually got in. I started to sleep with the doors open and lying out of the mozzie net with a wet face cloth on me but could not really feel any impact from the fan and it was still very very humid. Small price to pay for living in paradise but just a head up and good to know. Restaurants and food options on Lembongan are getting better each year. Highly recommend Tonic Body and Soul Spa for a fabulous massage. Terima kasih banyak Bersantai for a...

We booked the one bedroom Bersantai villa Sinta on Nusa Lembongan for 10 nights at A$240 per night. |The first observation when we arrived was that the air conditioning unit in the villa was too small to support the villa. This was verified by a visitor who is in the travel industry in Indonesia. As a consequence, it was uncomfortable and made sleep difficult. The air conditioning is supported by a ceiling fan, but we were told by staff that we could not run this at the same time as the air conditioning. |The linen is tired and discoloured. The bath/ pool towels are similarly old and warn with large bleach marks, they also need replacing. |After we had been at the villa for two days we ceased to have hot water for a shower. The staff disputed this and it was only after our persistent requests that the problem was rectified. The mini bar fridge had not been defrosted before our arrival. Staff replaced the fridge and this fridge subsequently froze all our drinks. The end result was that a can of soft drink exploded early one morning. Staff replaced the fridge but the issue of freezing items continued. The next issue was a leak from the bathroom sink. This meant that our toiletries became saturated. This issue persisted through our stay despite repeated requests that it be fixed. We moved some furniture around the villa during our stay and it was apparent from the dust and dirt behind it that the villa was not being cleaned properly. The final issue was the power going out at 12pm one evening and us not having any cooling or fan in the room . We text the manager at 1am but never got a response.|Twenty four hours before we departed we requested a refund of some of the money we had paid for the villa. The owner did not even have the courtesy to respond to our email. In summary , this was meant to be a relaxing break for us as my wife’s father had passed away a few months ago. The Bersantai Sinta was nothing other than a stressful and...