Alila Ubud — Hotel in Pulau Bali

I am writing this to express my big disappointment on Alila Ubud service, property and management.

The Incident start when I bought spacation voucher to stay in Alila Ubud, the voucher include, inclusive stay in villa of your choice and free unlimited spa during your stay.I requested the type of room that I want complete with the range of room numbers (between 501-504) which is Terrace tree villa from 2/3 months in advance. I also asked 4 of my friend to join my trip and they decided to buy the same voucher to stay in the same date as I booked.

When me and my first couple friend check-in into Alila Ubud we were designated in Terrace tree villa no 505 & 506. There were a huge difference between that room and the room I requested before ( different complex, interior, exterior ). They said that the room that i requested has changed name into Forest Edge villa but last week before my departure I checked that the room still named Terrace tree villa. Eventhough room 505 & 506 also come in Terrace tree villa catagory, our room were so undermaintanance, doesn't reflect other Alila property that I have stayed.The corridor looks old, dirty and there is a snake in our corridor, the one that makes us even frighten that our room door cannot fully be lock, there's a slight gap in between door closing, imagining the snake, frogs, lizard in our terrace area can enter our room.

From that my dissapointment rise why can't we get the room that we have requested before eventhough I have requested it from 2/3 months in advance. Alila ubud front office said that their hotel is fully occupied and the room that they gave us was the best room, we also asked for another type of room or even willing to sacrifice downgraded to their superior room but they don't gave us any other option. After bargaining, alila gave us pool villa option or superior room option. When we survey the pool villa, that room has dead cockroach and spider on their chair, the bed sheets also very dusty as if that room hasn't been occupied for a long time. The grass & plant in the garden also very high and not maintain, makes us so devastated.

After that came our other friend that check in, the one who booked the last after two of us. strangely, they get the room that we want which is 503 eventhough they didn't requested any type of the room at all. That shows how bad Alila Ubud management, our request considered as useless and our booking were not prioritized at all. In the end, our room were given to someone else. When Alila ubud staff, knows that the one that check in is also my friend, their faces look very shocked and they approach us giving us unethical & unlogical question asking us to decide by ourselves who want to stay in 503. Necessarily, it's their part to handle our reservation properly.

We're honestly so angry and unbelieve tthe incident happening to us, finally we're bound to wait before our check in while the pool and superior is being clean, we thought that we're going to spa first while waiting for check in, but the spa is also full, only 1 room available so the other person cannot get any spa on that day. the resepsionist said that usually we can do spa 1-2 times a day, if it's like that please don't sell unlimited spa voucher, please just sell stay voucher with bonus 2x spa session.

Me and my friend decided not to stay in Alila ubud, our mood has been destroyed and we're looking for another property to stay in. I ask for extended time to claim our voucher and the front office said on behalf their manager that they appreciate our long way to Bali so we can extend your voucher until march 2022. I also convey to Alila ubud, that we're so dissapointed, honestly we have travel all the way from Jakarta to Bali and we're really looking forward with our stay in Alila Ubud but ended getting bad moment...

Unfortunately this was a disappointing experience from the moment we arrived . We have booked 2 nights for a 2 bedroom villa (when I made the reservation I was told by the booking staff that this is the best room with good view and private swimming pool in the hotel!!!!) The room turned out to be dingy and full of mosquitoes plus over 10 monkeys seating on our balcony watching us . The rooms were dark and smell musty .

We are the Loyalty member of World of Hyatt , therefore we booked Alila Villa Uluwatu and Alila Ubud in this Bali trip .

Unfortunately this is a mistake to believe “ Alila” is a good standard to guarantee. We paid nearly AUD $3900 for 2 nights and would expect we could enjoy the hotel or any room facilities but the fact is NOT.

Firstly the 2 x room was just a bedroom without any desk ? We could not go out to the front yard as there were a lot of moneys and mosquitoes waiting for us !!! No view just only bushes !!! My husband even need to crouch on a small coffee table to do his paperwork for whole morning and could not sit outside in the front yard.

You could not use the outdoor bath tube at all as you did not want to disturb the fog who was sitting there comfortable.

Ok ! When we couldn’t use any facility in the 2 bedroom villa, we expected could do something in the hotel . Unfortunately except the swimming pool, limited facilities in the hotel at all. (No pool staff service and you need to run to the restaurant to ask for tower , for drinks and staff just want tips from you)

We found archery range hide in one corner and we enquired were told need to pay $35 ? Or $40 to play for 1 hour . To be honest it was a poor condition archery range with no facilities or staff service there ! I really didn’t think why hotel can charge this price .

For our room rate was included full boarded with soft drinks or juice . However hotel has a policy with 1 drink per meal (even water) and any additional you need to pay for .. But you will feel very uncomfortable to check with the staff about the terms and conditions every time . Most of drinks in menu is with additional cost .

Hotel suggested us to upgrade to the traditional Balinese dinner when we arrived in the first night . Well , of course you need to upgrade and paid extra $25 per head for the upgrade fee.

The food and drink in the menu is not expensive and reasonable price. However when we want to order some wine , staff keep coming back to tell us “ No stock “ To be honest I would suggest If Hotel want to earn money from Guests , please provide good quality of wine and food but not try to get small money from money area.

It just seems to us this particular hotel want to gouge money you from every opportunity. We don’t have any objection except you expect to get a reasonable of service in return .

Hotel is not disclosing their full policies when I arranged the booking especially after corresponding with Hotel many times during the booking process.

We even informed the front desk staff that we were very disappointed with the rooms and situations but they ignored with a embarrassing smile . I felt I was trapped there and hotel only suggested they could only provide staff with bamboo pole to clear away the moneys from the balcony and swimming pool area … but could the staff stay there whole day ? How about the hundred of mosquitoes?

One bright point for us was the massage center the staff were very good and skilful. Therefore the hotel worths 1 star

Feel sad Alila brand has such poor quality hotel . This Hotel is very rundown and need to full make over.

One of the worst experience in my travelling...

Alila Ubud was the best hotel we stayed at during our entire Southeast Asia trip. The hotel was located outside Ubud Center, which allowed us to see a ton of greenery, including rice paddies and untouched forests. We were initially nervous about booking somewhere so far out, but we have zero regrets.

We would do it all again in a heartbeat. The only change would be to book more days at this beautiful hotel.

The entrance to the hotel is around 1 kilometers from the actual hotel - yup, you read that right! It was a bit frustrating at first, but we ended up appreciating it each and every time we left the resort. Something about driving through the farmlands and trees before arriving home felt serene.

The hotel grounds themselves were really, really gorgeous. Like wow. The infinity pool, restaurants and everything about Alila Ubud instantly put my partner and I in vacation mode. The picturesque pool, gorgeous vibrant green background and vast - and I mean vast - forest was really a sight. I couldn't help, but awe at the hotel's magnificence at every turn.

Our room was also well-maintained, prepared and worked as described. We've had a few outdoor showers and baths during our Southeast Asia, but Alila Ubud's was definitely the top winner. It was well designed with the right amount of privacy without any bugs. Yup, zero to no bugs, which was a huge plus!

The cherry on top was the staff, as each and every single one of them delivered a world-class experience. Cipta, one of the gals who worked the front desk, was an instant favorite. She was patient, thorough and answered all our questions. She was also super helpful with arranging a taxi for us the next day, in addition to answering some ad hoc questions about Ubud in general!

We also booked a last minute massage, which they somehow managed to accommodate! My masseur Sudiani was phenomenal. She was amazing from start to finish, got me to relax and probably gave me one of the best messages I've ever had. I chose the 90 minute Therapeutic Massage. The best part? My massage took place outdoors overlooking the vast outdoors and rainforest. You can even hear waterfalls in the background. Talk about breathtaking and pure zen. I can't help, but smile every time I recall this bliss, once-in-a-lifetime experience. Don't sleep on booking an appointment with Sudiani - she's amazing! Candra at the front desk also deserves a mention, as she was personable, patient and amazing. We tried to sneak in another massage before my departure, but alas, my flight was leaving early the next day.

Overall, I strongly recommend the Alila Ubud to anyone visiting Bali. If you're looking to unplug, please check this place out and definitely book more than a few days!

P.S. We saw a ton of wild monkeys, including families and a few new babies. They did not bother us, as we did not bother them. We had no issues...