Umah San Guest Houses — Hotel in Pulau Bali

They scam their guests and expect them to stay in rooms with black, toxic mould.||My partner and I had the worst experience with this property. We booked for two nights, prepaid through Booking.com (non-refundable rooms only is already a major red flag). Arrived at the property at 2:30pm, checked in the room which smelled really bad, nothing like I’ve ever smelled before. We literally just dropped off our bags as we had an experience booked at 3:00pm.||Came back from our experience around 7:00pm and discovered that the bathroom ceiling had massive water damage and black, toxic mould growing all over, which explained the mouldy and musty smell in the room. It looked like the ceiling was about to collapse.||We went back to the reception and requested a room change or refund of money. The first staff seemed like he had no clue. Then he said their boss isn’t here and that they don’t have any other rooms available, provided me with the phone number of their boss and said to contact him the next day. Another staff member came and asked what the issue is and we explained again that we can’t stay in a room with black, toxic mould like that because we’ll be getting sick and my partner is asthmatic. I asked this staff if there is really no other room available and she said no.||The lady explained to us that they knew about this issue and their ‘mechanic’ was going to come tomorrow to ‘fix’ the issue, and if we could please just stay in this room for one night only. I said we can’t because we are not risking our health to stay in a toxic, biohazard room as we’re getting sick from it and if they can’t offer us another room we will need to stay somewhere else.||We ended up leaving as they’ve been very uncooperative and got very unfriendly. After having to book another hotel, I reached out to Booking.com. A few hours later I noticed Umah San has cancelled my booking. I called the Booking.com customer service and they notified me that Umah San advised them my partner and I would have been a NO SHOW and that we complained about a tiny stain of dirt on the bathroom ceiling. According to them they offered us a different room but I apparently declined the different room and left. On Booking.com’s advice I have contacted the property via email and several WhatsApp messages, which have been read but completely ignored.||I have been in contact with Booking.com and Umah San keeps refusing to issue a refund as it’s been a ‘non-refundable’ booking and allegedly I have turned down a different room, which they definitely did not offer me. I’m absolutely disgusted by this property and their dishonest, rude staff.||Please look at the photos and see for yourself, no one should be expected to stay in a room with toxic black mould, and being surrounded by dishonest staff like that. I will make sure to share my horrendous experience with everyone I know and tell them to stay clear from...

Just finishing up a five night stay here at Umah San. Wasn’t sure how I’d like it because it’s a 10 minute or so walk from center of Ubud but I loved it. The staff/owners here are amazing people, always willing to help and give suggestions. The rooms are spotless if that’s important to you, it is to me. Good A/C in my room which is a must if you’re traveling in Bali in the hot months. Great breakfast with a variety of choices, I had the banana pancake first morning (delicious) and eggs different ways every day. A lot of places only have a single breakfast option every day that gets boring but not here. My room was in the pool courtyard which is shaded most of the day so it’s cool and nice to enjoy a bintang on the porch. Stay here, you...

I highly recommend this accommodation. Its location is superb, being just a 10-minute drive from the main street and attractions, yet it maintains a serene atmosphere. Crucially, vehicles can park directly in front, a convenience not found in many Ubud homestays, which often have secluded pathways making Grab drop-offs at a far distance. Each unit is a standalone villa, equipped with a kitchen and a spacious bathroom. The grounds are beautifully maintained, with vibrant greenery and a well-kept pool. Every staff member warmly greeted us. For the price, they even include breakfast, offering great value for money. I would've loved to extend my stay, but with only a few rooms available in the compound, they are often...