Gusde House & Villa — Hotel in Pulau Bali

I usually don't write any review but I want to share my experience to avoid that other people will have the same one. My partner and I booked 5 nights at gusde villa on booking.com, choosing a deluxe room with pool view. After a very long flight we got at the villa and a lady welcomed and showed us the room. We were really tired so we didn't check the room properly. We couldn't sleep well because of a lot of noises. No privacy for the toilet because of a glass door. The tables were sticky and the pillows smelly. To be honest we didn't complaint because we didn't double check the pics of the villas we booked as we trusted the staff and eventually we just thought those were the standards of the accomodation. The following 2 days we focused on visiting Bali (so we didn't spend much time at the villa) and the staff was very polite all the time but on the third day we decided to relax at the pool and then we found out that we had been ripped off as we saw the villa that we actually had booked originally. We immediately complained. Wayan (the owner) wasn't at the villa, and the first thing we were told was that we had an upgrade because our room wasn't ready when we arrived (no sense, as we booked 3 months in advance. And in any case, I expected to be informed about this and not to find out by myself). Of course it wasn't an upgrade (just seeing the description/pictures of the two rooms (we had been give the one with garden view) anyone can understand it. Talking about the advertised pictures: don't rely on them, because they are clearly photoshopped). We asked to have immediately the booked room and an appointment with Wayan as soon as possible. The room was occupied so they gave us another room (which apparently was better than the one we booked). In this new room the entrance door was broken (we couldn't close it properly), the WiFi and the TV didn't work and the hot water worked only for ~10 minutes. The next day we finally met Wayan. At the beginning he apologized, but when we asked for a compensation it turned out it was out fault because we didn't complaint the first day!! Am I supposed to remember by heart the pics of the adverts?! As a customer I have mistakenly trusted the staff. They have been always kind but probably it was just a mask they wear to cover their jokes! Reading other reviews it seems it's not the first time something like that happens. At the end, we managed to get 400k rupiah (the transportation to the airport), a day with the scooter (valued 70k) and two nights in the new room (where everything was broken). I would never come back at the gusde villa. If you decide to go there, make sure you will be given what you paid for. I'm going to give 2 stars just because the staff has been...

The trouble already started from the booking process, I should have seen the signs. I arrived at 730 pm on the check-in date. The receptionist said the room is ready. But when they escort us to the room in the villa, it was locked in by other occupants. Knocked to try to wake them but had no success. We asked for another room, but it wasn't ready, and we had to wait for another good 30 minutes to get to the room, I can have the room for two nights Tired and hungry, we ordered some dinner. The food was terrible, they had prepacked popcorn chicken served with sambal. Goodness. Wifi is terrible here, terribly slow. No safe deposit to keep your valuables

The ultimate disappointment was when they shifted us to another room which is in a horrible state, smell of humid and dirty. No shower and the bathtub is full of green moss. It must be slippery. It's an accident waiting to happen there. The ceiling is made from bamboo weaving that has seen its better days, it is unhygienic with all dust gathered all these years. The shared pool is equally terrible, the water is dirty green colour water vs the pool in the first room we stayed in (in pic for comparison) The manager is nowhere present, they have the waiter to handle everything, and she has no authority over anything. We were left with a "take it or leave it" situation. So we left. We checked out after 2 nights stay of 8 booked. The location is off the main road, you need a mode of transport and yet they have no parking space for your car if you have a rental car.

Overall experience was horrible. The property is already rundown, would blame it on covid. Whatever pics online are deceiving. Trust me. I would never recommend this...

This is not the hospitality you would expect for a room more than 120USD a night. We are staying at the luxury 2 bedroom villa which is supposedly one of the best rooms yet for continiously 2 nights there is no hot shower in both washrooms and for the first night the electricity went out for 15 mins (complete black out it was very dangerous). There is no villa staff at night which can help out with fixing the problem (only a night security) and he said we can only wait till next morning for somebody to fix it. We complained after the 1st night and they said they will get it fixed but it obviously wasnt. Also we were told that after a day of rain the wifi wasn't working o~ the first day (but it rains the whole month of Jan in Bali...And the wifi is slow for the next day) The issues we encountered only adds stress and nuisance to the trip. This is totally unacceptable even for a hostel let alone a vacation villa. It would be against my conscience to recommend to this to anyone who is looking for a relaxing vacation when you cannot even look forward to nice hot bath after a long day of Bali excursion. We are very disappointed and furious at...