Four Points by Sheraton Bali, Seminyak — Hotel in Pulau Bali

It was a extremely unpleasant experience on parts of our stay. Extremely unfriendly to family with baby.

The hotel is far from all the good things for tourist. It looked quite close to Kuta on the map, but it actually takes a lot of time even to go to Kuta due to the bad traffic, let along other tourism places.

The pool closes at 6pm which is way too early for the kids.

We booked 8 nights from Dec 2 to Dec 10 about one week earlier, and realized it should be Dec 3 to Dec 10 right away and contacted both SPG center and hotel on the same day the booking's made just to modify the date but the hotel refused to modify it for us and refused to give us any refund.

It was understandable, it was our own fault got confused on our own schedule after all and the hotel just wanted the revenue even though most other Starwood hotels would just modify it even there's an non- refundable term as long as the guests request the change right after booking's made.

We were not going to complain on this, we just let the hotel take the first-day revenue for free and arrived on early Dec 3, but things got really ugly when we got some delay on Dec 10.

The hotel was in a low season with many vacant rooms during our stay.

During our stay, we checked with one of the front desk supervisor Kadek if we could have a late checkout about 8-10pm on Dec 10 since we have a really late flight and got the response that if there's no other booking right after on the room on the day we could have the late checkout as requested.

We got a call later on Dec 10 from a lady telling us that they can confirm the checkout time at 7pm since their system can not process a later checkout and we need to turn the key in at 7pm. We agreed on it.

We got into traffic and came to hotel and 6:50pm and turned the key and had the bill at 7:10pm mentioning if we could still have some time with the packing and the baby. The front desk lady said 'Sure, no problem'.

When we went back to our room the sick baby having a fever fell asleep when we were packing and another staff with a form knocked on our door somewhen around 7:30, we asked if it's ok for us to wait for the baby and he said ok and closed the door.

Then we just sitting there waiting for the baby with everything packed up untill another guy with cleaning tools coming by knocked on the door then we just politely asked the same question whether it's ok or not for us to wait for the sick baby waking up. This guy again said ok and just closed the door. This happened maybe close to 9pm.

Then a front desk guy (my guess) came to our room later asking the situation and we told him the same thing and told him we can just carry the baby out if they cant let us have it longer, just say the word and we'll be gone and let them clean the room which apparently got no other booking on the same night. At first he said it's ok that we just take our time and wait for the baby and he asked what's the latest time we assume to leave. We told him our flight schedule and it's impossible for us to leave much later any way considering it's already about 9:30.

Then he left and came back again telling us he just checked with his supervisor and was told by his supervisor we need to pay an extra one-day charge since we already stayed over the originally agreed checkout time and he can't let us go unless we pay first.

We found it quite ridiculous and refused to pay since we are only here under their own permissions and confirmed several times before this shows up. Then he told us he need to escort us to see his supervisor if we refuse to pay. We have to carry the sleeping sick baby out and escorted actually like a captive to front desk and was asked to wait for the supervisor to show for another 2mins.

This so-called front desk supervisor whose name is Agung,literally condemned us for 'stealing' their room in an extremely rude manner, treated us like we were a family of thieves and asked us to pay one more day charge. When we told her we have already communicated with her colleagues not one or two but three times on this before making any decision she astonishingly told us those all do not count since those are not front desk staff!

So if you want to stay in this hotel you may need to pay extra attention to who is in charge of what and remember each staff's name you had a conversation with, even record every conversation you had with the staff or they may just blame you later for everything.

The issue I'd like to address is the supervisor spoke to guest in such rude manner. She was even wandering around behind the desk even when she's talking to us with this condescending tone. I strongly suggest the management to check on the hotel CCTV to confirm on the facts listed above for their further training use.

In fact we may even pay on that extra charge if she was asking us nicely instead of treating us like criminals.

I still can't believe Starwood puts such rude a person on such a important job as a front desk supervisor.

This experience totally ruined our trip in Bali. My wife and I felt so angry for how they treated us with the sick baby.

No one even bothered to ask for the baby's condition during the whole process.

Beside of this, I'd like to mention the restaurant manager Draham (hope I spelled his name correctly) has been very friendly and very helpful. Gave us a lot of info for the trip even it's not his job duty. And we noticed he treated all the guests warmly.

I would like to make a formal complain on the issue addressed above and would like to have a personal response back from the general manager.

Please do forward this entire message to your general manager or I'll find another way to.

In fact I would go directly to the general manager myself if we had more time.

We were so angry that we need to make the complaint now at the airport even with the sick...

We stayed very recently and have already provided some direct feedback to the hotel which has been responded to but for others, this was our experience. The hotel is a little bit out of the way from the street shopping although it not a very long walk the roads are not wide so I was a bit too worried to walk on the side of the road with cars whizzing past. Check in we got a delightful young fellow who was very friendly and went out of his way to explain the breakfast arrangements and show us to our rooms. My mum has mobility challenges and the staff were absolutely amazing helping her out. We only ate at the restaurant behind the reception desk and didn't try out the rooftop option (there was a function there for the last few days of our stay and it was closed to everyone else). We found the food to be great. There was a sort of snack buffet put out in the afternoons but we never could work out how to access/pay for this or if it was only for people on some sort of package or something like that? We found the servers to be very friendly, one particular young man was genuinely the sweetest and most helpful of any service I have ever got in a restaurant. The room on the other hand was fairly ordinary. Not dirty or messy but the aircon was not very cold and fridge was hardly operating at all - we put water bottles in there that we brought along and somehow they were warmer for being in the fridge than out! The neighbours were noisy as hell late into the night with a mother yelling at her kids. There was no escaping because any noise in that room sounded loud like we were in the room with them, but when they were in the corridor outside the door it was somehow even worse with an echo. We had some water dripping out of the ceiling under the airconditioner in the afternoon of our last night which we thought was just some condensation but at 1:30am I woke to water almost pouring out of the roof and forming a deep puddle with the flooding starting to go under the connecting door to the neighbouring room. I went to the front reception who got a maintenance person to come and fix (took about 45min) which obviously kept us awake. They left the floor fairly wet afterwards which I had to clean up with towels or it was slippery. The main issue I had with the leaking ceiling (which was apparently something blocked in the aircon unit) was the complete lack of apology by the management. The reception staff sort of said "we are sorry you are upset" but I think an issue the magnitude of this which really disrupted our sleep should warrant an apology as soon as possible and definitely before we left the place. I did not want reparations or compensations just a genuine apology. I did receive an apology after my return home via email after I was slightly savage on the online feedback system. Leave an issue like this un-addressed suggests to me a complete lack of professionalism which is not what I would have expected from a Marriott Hotel. Maybe we had high expectations because our travel agent gave fabulous feedback on this hotel but we were bitterly disappointed and I think most seasoned travellers would not enjoy this place at all which is sad because it has wonderful potential. I gave a 3 star review because the staff at the coalface were really delightful and helpful, the hotel itself would have got a 1 star review without their hard work. I am not usually a person prone to negative feedback but this stay made me sad and...

Worst hotel experience ever!

I’ve started at this hotel multiple times under former ownership when it was the vasanti and loved each stay so expected the same if not better experience now under the Sheraton brand but it turned into a disaster!

The hotel has not been maintained well since my last stay, mould everywhere, aged furnishings, the old restaurant behind lobby has been shutdown and just sits as a empty room which is odd considering how visible it is.

We stayed as a family of 4 and booked two rooms and paid just over $200 AUD a night for each room which included breakfast so just over $400 aud a night total which was for the most basic room option.

As I’ve stayed in the rooms before I knew what I was getting and was surprised how much the price had increased under new ownership charging essentially more than double for not only the same offering but even worse a now delapadated hotel!

Regarding the rooms both sets of sheets were stained with yellow and some signs of previous blood marks plus had a mouldy smell to them. Aircon was rattling all night and incredibly loud to the point I could barely sleep. Everything else in room was okay but not 4 star hotel standard (not even close!)

The breakfast buffet is now served on the rooftop and despite all the incredible service staff and there efforts the spread was woeful! The fruit didn’t look fresh and was mushy, very limited offerings. Poor Quality pastries and baked goods and low quality ingredients at the egg station.

I will say this again that each one of the service staff that we interacted with were so friendly and helpful and I felt really bad for them that the management team were either to incompetent or focussed on cost cutting and these unfortunate staff had to deal with all the customers clear dissatisfaction.

After breakfast it was pretty clear we needed to find another hotel and after meeting with the duty manager who was lovely and very sympathetic and well aware of all the hotels short comings, they made a few offers to rectify the situation such as upgrading our rooms and providing a small resort credit but even still I couldn’t justify the cost when there are multiple superior hotels close by priced way less and managed way better so we decided to leave and were advised we would be redundant the last 5 nights of our stay (over $2,000 AuD) within 14 days

It’s now been 17 days and not only have I not received a refund but the hotel refuses to engage with me on this matter and gives vague response such as “our team has requested it to be processed” the last 5 days they won’t even reply to my messages so I’ve now Initiated fraudulent transaction investigate via my bank.

Bottom line. This is a 2-3 star hotel and in its current state and offerings shouldn't cost more than $80-90 a night and even the place needs some investment to bring it up to minimum standards for a commercial...