Lovina Beach Club & Resort — Hotel in Pulau Bali

Negative Experiences:

Dolphin Excursion: The hotel advertised a group dolphin-watching tour at 125,000 IDR per person. However, I was informed that the group option was unavailable and was persuaded to book a private boat for 500,000 IDR. The captain arrived late, smoked despite my objections, and provided no information during the trip. The area was overcrowded with boats, and the dolphins were scarcely visible. When I expressed my dissatisfaction, the captain responded aggressively. The hotel staff offered no apology, instead referencing a waiver I'd been asked to sign in a dimly lit area the previous evening, stating they don't guarantee dolphin sightings.

Attempted Compensation: After I mentioned my intention to leave a detailed review, the hotel hastily offered a complimentary "afternoon tea" as compensation. However, this gesture was minimalistic and lacked any special touch. No staff member, including those from reception, approached me to discuss my concerns or offer a personal apology.

Room Conditions: The room featured outdated furniture; the bathroom emitted a persistent smell of dampness and sewage; towels had black stains, making them unappealing to use; the air conditioner was noisy and functioned intermittently; door locks were unreliable; and the provided toiletries were of low quality.

Breakfast Experience: The only Western dish available was fried eggs, limiting choices for guests. Balinese dishes were overly simplistic and lacked flavor, failing to meet guest expectations. Fresh juices were diluted with water and sugar, losing their natural taste. There was an absence of fresh vegetables and fruits, such as avocados, which are typically abundant in the region. Bread and pastries were stale and tasteless; the bacon served was fatty and unappetizing.

Spa Services: The spa consisted of a few outdoor mattresses, lacking privacy and comfort. The mattresses emitted a strong moldy odor, making the session unpleasant. The masseuse lacked sufficient strength and didn't understand basic English instructions. When I requested a firmer massage, she seemed confused and ceased the session.

Evening Entertainment: Evening entertainment featured excessively loud music, making it impossible to converse or relax. There were no efforts to create a comfortable and inviting atmosphere for guests.

Positive Experiences:

Well-Maintained Grounds: The hotel's gardens were lush and well-kept, offering beautiful sea views.

Attentive Restaurant Staff: Despite the food quality issues, the restaurant staff were attentive and, upon my request, prepared homemade French fries, regularly checking on my needs.

Thorough Housekeeping: The cleaning staff maintained a high level of cleanliness in the room and promptly responded to additional requests.

Responsive Reception: One of the receptionists accommodated my request for a quieter room with a sea view, which improved my...

We came here often. Either for lunch or dinner with family. This time we decided to stay to experience the whole service. Check in time was smooth. Front office staff are friendly. We check in late afternoon and hardly get to the car park. Thought the hotel was full, but it was full because the restaurant was open to the public and lots of outside guests came to enjoy the sunset.

The room is big and clean, just a few things look broken and need to be fixed such as the shower door, plafond, ceiling and some of the hedging. But it's Ok.

We enjoyed our first afternoon. Beautiful sunset and live DJ. Food is also delicious. The staff are friendly.

We mentioned our thoughts to the lady at the reception when we were checked out. Suggestion for breakfast.. Must have more variety for western. My husband said the breakfast was boring and the pastry was not nice. Not all foreigners get used to local/ traditional food. Often Westerners got Bali belly and were a bit sensitive with herbs and spicy. So more options of bread, pastry and eggs would be nice. The Eggs counter is supposed to be stand by. The guy kept disappearing and the options for the egg mixer were limited.

It was nice to have the entire pool after breakfast. I enjoyed swimming and enjoying the beach view.

We always try the spa wherever we stay, so we planned to have a spa on check out. Sadly the spa didn't have a room. Treatment will be at the gazebo which is an open space by the front beach garden. Otherwise we must do a spa in our room. Though we can check out then go to the spa and get clean then leave the hotel or enjoy the rest of our afternoon at the restaurant/ by the pool. The point of staying at the hotel is to enjoy and relax. If we use our room for a spa during our stay then we must start the spa at 9am so we can get a shower and then check out. It's such a waste of time to use our room for the spa. The name of the Resort is supposed to accommodate a proper place called a spa with the facility of a shower room or a changing room. It will attract an outsider to come to a spa too. We did come to a resort just for a spa. We just want to try their spa or their restaurant. Hope next time you will have a proper room for a spa treatment.

Overall, we enjoyed our stay. It's a pity we couldn't...

Disappointing Experience with Reservation Mix-Up and Poor ServiceI recently had a rather frustrating experience at Lovina Beach Club & Resort, which has left me quite disappointed. Initially, I had an issue with the booking dates due to an error on my part, which I admit, but the situation that unfolded was mishandled by both the hotel and Trip.com.Upon realizing the error, I immediately reached out to the hotel, who directed me to contact Trip.com as the booking was made through them and was prepaid. According to Trip.com's policy, changes could be made if the hotel agreed, so I contacted the hotel again. The hotel staff stated they needed to receive an email from Trip.com to proceed with any changes.I decided to rebook the correct dates through Trip.com while still waiting for the situation with the wrong dates to be resolved, trusting that the matter would be handled efficiently given the circumstances and my continued patronage. Throughout our stay, my partner and I supported the hotel further by dining in and using their facilities extensively.Before checking out, I was informed by the hotel staff that they were still sorting things out but needed to discuss with their manager, who was not available at the time. To my dismay, I received an email from Trip.com stating that the hotel did not agree to cancel the initial booking, therefore denying any refund. This was particularly upsetting after the additional expenses we incurred at the hotel during our stay.This lack of flexibility and poor customer service are concerning. It feels as if the hotel did not value our patronage or the efforts we made to rectify the situation. The handling of this issue was not only unprofessional but also appeared greedy, as they were unwilling to offer a resolution despite the considerable amount spent during our stay.I cannot recommend Lovina Beach Club & Resort based on this experience. For those seeking accommodation where customer service and understanding are priorities, it might be best to consider...