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“Could have been great...”

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Sofitel Bali Nusa Dua Beach Resort
Ranked #12 of 54 Hotels in Nusa Dua
Certificate of Excellence
Athens, Greece
Level 3 Contributor
9 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
“Could have been great...”
Reviewed 7 June 2014

We just came back from our honeymoon in Bali. Sofitel was impressive, great design and great food. I wish I could say the same about the service and maintenance which were not in par with a five star hotel.

When we arrived in the room we could smell mold and just by walking in the entrance there were signs of wear due to dampness. The room was of nice design but the bathroom had no ventilation. There was a fruit basket waiting for us but the fruit were not fresh and when I cut one it had a foul smell.
Breakfast had great choice and I liked the fact it had an open kitchen and you could see the chefs preparing it. The waiters though seemed to be out of tune and we had to ask for our coffee 3 times.
The main pool area was great and we enjoyed our swim.
There was probably a mix-up and the hotel was not informed before we arrived that we were on our honeymoon. After we informed them they never even tried to decorate our room with flowers or anything.

And now the big NO-NO...! During our stay of 6 days our room was never moped or vacuumed or even dusted. This is DEFINITELY not in par with a five star hotel!!!
The rooms had obvious signs of wear that were not maintained and it is only a few months hotel.

It is a shame because it could have been great. The grounds are amazing and the restaurant is amazing but the service needs to be addressed ASAP!

  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Iris46
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SofitelBaliNusaDua, Director of Marketing & Communications at Sofitel Bali Nusa Dua Beach Resort, responded to this review, 11 June 2014
Dear Valued Guest,

Bonjour! Selamat Siang!

Thank you for reviewing your recent stay at Sofitel Bali Nusa Dua Beach Resort. It is a disappointment to learn that some aspects of your stay fell below your expectations. We apologize that you felt that the service did not contribute towards a perfect stay experience for you. We appreciate you bringing these issues to our attention and therefore giving us the opportunity to improve. As a luxury five-star accommodation, Sofitel Bali is dedicated to ensure each guests experience a high standard and attentive service which we attempt to deliver as a brand and it is intolerable that this was not what you had experience with us. Rest assured that your feedback is vital and we will ensure that proper corrective action is implemented to support the usual high standards of products and services expected from our hotel. We hope you will give us another opportunity to serve you better in the near future.

Sincerely,
Tommy Trisdiarto
Director of Marketing & Communications
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (585)
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  • Chinese (Simplified) first
  • Danish first
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  • English first
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English first
Level 2 Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 6 June 2014

Beautiful Hotel with amazing rooms and cheerful and pleasant staff. The best thing about this place was the lavish breakfast spread (And yes I say this from a vegetarian's point of view). Their Indian chef was especially very considerate and helpful.
The beach here is okay, the beach chairs are not arranged in the morning in contrast to the adjacent hotels.
Despite all the smiling faces, one could feel Nusa Dua's sleepiness creeping into the Christmas festivities at this Hotel.
We were made to wait a couple of hours before check in. Despite being spacious, well lit and airy, the rooms had a few basic services lacking- broken phones, blocked basin drain, slightly musty sheets, and the worst of all dripping roofs right outside the room.
Despite all of that, the staff was in general helpful and cheery.

  • Stayed December 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Rochana C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SofitelBaliNusaDua, Director of Marketing & Communications at Sofitel Bali Nusa Dua Beach Resort, responded to this review, 11 June 2014
Dear Valued Guest,

Bonjour! Selamat Siang!

Thank you for taking the time to share your feedback regarding your recent stay at our resort. I am glad to hear that our ambassador, Chef Lokesh, had pushed himself a little further to satisfy your needs. I will be sure to share your comments with him. Thank you for letting us know your thoughts about the conditions for our rooms. We appreciate you bringing these issues to our attention therefore giving us the opportunity to improve. If you have any other concern that you would like to share, please do not hesitate to contact us directly at H9078-DU@sofitel.com . We hope there will be another chance for us to show you the real Sofitel standard.

Sincerely,
Tommy Trisdiarto
Director of Marketing & Communications
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Brisbane, Australia
Level 5 Contributor
76 reviews
36 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
Reviewed 5 June 2014 via mobile

Our first visit, we usually stay at The Royal Beach at Seminyak. The Sofitel is truly magnificent, the buildings however seem a bit jail block like, block C D E etc, and reminds me of Alcatraz a little. The foyer reception area is beautiful. The rooms are perfect. The service is Sofitel like, the restaurants are expensive. They did not utilise the beach area very well, no bar, no restaurant, but a Club Nikki been built. I recommend it, but prefer the Royal Beach. Thanks for the Club upgrade, worth the money.

Stayed June 2014, travelled as a couple
Helpful?
Thank FreqtravelGC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SofitelBaliNusaDua, Director of Marketing & Communications at Sofitel Bali Nusa Dua Beach Resort, responded to this review, 11 June 2014
Dear Valued Guest,

Bonjour! Selamat Siang!

Thank you your kind review of Sofitel Bali Nusa Dua Beach Resort. As you have mentioned, we are still in the process of constructing the exclusive Nikki Beach Club and apologize you are unable to experience until later in the year. We hope you will stay with us again should travel bring you back to Bali.

Sincerely,
Tommy Trisdiarto
Director of Marketing & Communications
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Sydney, Australia
Level 4 Contributor
34 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
Reviewed 5 June 2014 via mobile

A new gem in Nusa Dua and first class all the way. You can't go wrong with the fabulous service, incredible buffet breakfast, outstanding warmth and superb luxury. Absolutely loving it and too many highlights to mention. Thank you to Goran Aleks the wonderful GM and his great team for an unforgettable stay - highly recommend and will be back!!!!

Stayed June 2014
Helpful?
1 Thank TanyaOzi
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SofitelBaliNusaDua, Director of Marketing & Communications at Sofitel Bali Nusa Dua Beach Resort, responded to this review, 6 June 2014
Dear Valued Guest,

Bonjour! Selamat Siang!

Thank you for sharing your magnifique journey with the Tripadvisor community. We are pleased to hear that you had a fantastic experience when staying at Sofitel Bali Nusa Dua Beach Resort. It will be our pleasure to extend our service to you again when you return to Bali.

Sincerely,
Tommy Trisdiarto
Director of Marketing & Communications
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Brisbane, Australia
Level 4 Contributor
29 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed 4 June 2014

I often stay here for work but today's breakfast experience took the cake. Tino, our waiter this morning went out of his way to provide a first class service. Nothing was too much trouble and his English was outstanding. The coffee was amazing. So much so, we had three cups!

Room Tip: We like the king sized bed.
See more room tips
  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Rachael C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SofitelBaliNusaDua, Director of Marketing & Communications at Sofitel Bali Nusa Dua Beach Resort, responded to this review, 6 June 2014
Dear Valued Guest,

Bonjour! Selamat Siang!

Thank you for your positive comments about Sofitel Bali Nusa Dua Beach Resort. I am glad to hear that you enjoyed your stay and our ambassador, Tino had pushed himself a little further to satisfy your needs. I will be sure to share your comments with him. Should travels bring you back to Bali, we hope to welcome you back for another memorable stay.

Sincerely,
Tommy Trisdiarto
Director of Marketing & Communications
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Jakarta
Level 6 Contributor
151 reviews
59 hotel reviews
common_n_hotel_reviews_1bd8 81 helpful votes
Reviewed 4 June 2014 via mobile

Reserved 2 rooms with ocean view and connecting doors since March; only to find out we were placed in parking view and non-connecting rooms.
Had to complain then we got what we wanted the next day, a suite facing the ocean and... A wedding party in between Plus the fuss of packing and unpack. For a top of the line Accor group, breakfast experience is not even at par with mid-range S***d hotel category. Room interior design is superb, but looks lack of maintenance already. Had to request for new hairdryer as the one in our previous room has a button that only Hulk can press.
Staff seem uncoordinated to follow up issues. The suite where we were can easily look into the 3 units below so I wonder where the privacy is. Last but not least, the pool side is beautiful. That's it.

Stayed June 2014
Helpful?
Thank Venisiana D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SofitelBaliNusaDua, Director of Marketing & Communications at Sofitel Bali Nusa Dua Beach Resort, responded to this review, 6 June 2014
Dear Valued Guest,

Bonjour! Selamat Siang!

Thank you for staying with us at Sofitel Bali Nusa Dua Beach Resort and taking time to leave a review on TripAdvisor. We appreciate your feedback and sincerely apologize your recent stay did not meet your expectations. We will address your comments with our team, and rest assured that we are working diligently to ensure a similar situation will not occur in the future. We hope to have the opportunity to welcome you again and to serve you better.

Sincerely,
Tommy Trisdiarto
Director of Marketing & Communications
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Jakarta, Indonesia
Level 6 Contributor
126 reviews
58 hotel reviews
common_n_hotel_reviews_1bd8 99 helpful votes
Reviewed 4 June 2014

I stayed for 3 nights for work purpose though thus I did not get to use the hotel facilities. However from what I can see, the hotel is brand new and the architecture is just amazing. From the lobby you can see strange looking small hills with grass with a pool filled with fountains over a building. However they look very nice and spectacular.

What I liked:
1. The architecture is unique and quite refreshing especially to those who usually stayed in the Nusa Dua area
2. The room is big and has all of the facilities like flat TV, tub, table with chair, patio, Although the location of toilet, tub, washroom is a bit strange with moving walls. I guess it adds to the quirkiness of the room.
3. Since it is a new hotel, of course all of the facilities work well

What I do not like:
1. Because it is a new hotel, then the staffs are still in training purpose. There was one incident where I called the frontdesk very early in the morning and asked for the bus shuttle schedule. The person gave me the wrong information thus I end up with no shuttle bus.
2. The price is not cheap. However most of the hotel at similar location as Sofitel has approximately the same price range though.

All in all, if you would like to stay in Nusa Dua area, then I suggest trying this hotel.

  • Stayed June 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank saut
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SofitelBaliNusaDua, Director of Marketing & Communications at Sofitel Bali Nusa Dua Beach Resort, responded to this review, 6 June 2014
Dear Valued Guest,

Bonjour! Selamat Siang!

Thank you for your comments about Sofitel Bali Nusa Dua Beach Resort. We are pleased to hear that you enjoyed the layout and design of the hotel, spacious room and facilities provided for our guests. We are sorry to hear that you encountered difficulties communicating with our ambassadors on occasions. Our team recognizes the importance of clear communication and we will work diligently to prevent similar situation will not occur again in the future. Thank you for your feedback and we hope to serve you better on your next stay with us.

Sincerely,
Tommy Trisdiarto
Director of Marketing & Communications
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Sofitel Bali Nusa Dua Beach Resort

Property: Sofitel Bali Nusa Dua Beach Resort
Address: Bali Tourism Development Complex Lot N 5, Nusa Dua 80363, Indonesia
Phone Number:
Region: Indonesia > Bali > Nusa Dua Peninsula > Nusa Dua
Amenities:
Bar / Lounge Beach Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Airport Transportation
Hotel Style:
#10 On the Beach Hotel in Nusa Dua
#11 Spa Hotel in Nusa Dua
#11 Luxury Hotel in Nusa Dua
Price Range (Based on Average Rates): ££
Hotel Class:5 star — Sofitel Bali Nusa Dua Beach Resort 5*
Number of rooms: 415
Official Description (provided by the hotel):
Indulge in a fine blend of French elegance and unique Balinese culture at Sofitel Bali Nusa Dua, a lavish 5-star beachfront resort with gorgeously landscaped pools and gardens against an immaculate stretch of white sand bordering the Indian Ocean. Take on leisurely walks along leafy pathways or spend refreshing moments at the centrepiece lagoon pool. Unwind with soothing treatments at So SPA; rejuvenate at Vietura Bali artisan of anti-aging, or stay in shape at So FIT fitness centre. Enchant your taste buds at the resort's two restaurants and two bars. A kids club takes young guests into a fun world of discovery. Memorable meetings are possible with 12 function rooms, including a grand ballroom and a ballroom with ocean views. Ideal for business, leisure, or family fun, Sofitel Bali Nusa Beach Resort welcomes patrons to discover its luxury beachfront offerings for their memorable Bali holiday, only 30 minutes from the airport and main attractions within easy driving range. ... more   less 
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Sofitel Bali Nusa Dua Beach Resort

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