Such a lovely villa with lots of potential. Shame about the service and state of the place.
The Indies Estate bills itself as "5 star". Well, perhaps 3 star at best.
We were picked up at the airport for our "free" transfer by the "14-seater bus". A total wreck. The door was jammed and had to be forced open with a screwdriver. The van was full of rust and couldn't get above 15 kph, so the drive back was much more than "15 minutes".
The driver then tried to rip us off for petrol and tolls. Not a good start to a 5-star experience.
The rooms are nice in principle: large rooms with king-size beds and an ensuite. But sadly came with the usual building issues you get in tropical climates due to poor maintenance: blocked toilets, peeling paint, leaking roofs, A/Cs not working. One guest had their bag and its contents completely soaked from rain coming in through the roof. The poolside was covered in algae. The kitchens were dirty and had none of the promised amenities such as kettles or microwaves.
Breakfast was served cold (and then later served up again with the same stuff equally cold). A bit of shaking up fixed this (not by the owner or manager, I might add) so the breakfasts at the end of our stay were acceptable.
The free local telephone we were promised did not materialise until forced. But it had no credit. The promised daily bottles of water for each room did not happen until prompted.
Responses from the owner were evasive and accusatory, to say the least. His standard response seems to be "well, no one told me about this". Well we did and nothing happended. A simple apology would have helped, but no.
Sorry, but if you claim to be a 5-star establishment then it's the little things that matter. Otherwise this would be a glowing review. But it's not, is it?
We have been planning our friends 50th Birthday for almost a year and we decided a Bali in Villa was the the best solution for a fun private party for a week.
There are several issue you need to be made aware of if you decided to stay here. As a group we raised our issue both with Manager Nyoman while we were there as well as owner Craig who was in the UK while we were there with little success and the again we wrote a formal complaint to Craig on our return we did not receive even an acknowledgment of the complaint or an apology. To date we have tried to handle the complaints professionally by not taking to social media but due to no response and I naturally expect Craig to defend his “luxurious estate” but again in stress we have given them every opportunity to respond before now.
First of all the incorrect facts advertised
300m from the beach..... hmm no it’s about 800m from a beach
Fully equipped kitchen ...... (only in main villa which the staff use to cater for breakfast) other Visalia yes he a fridge and plates etc no kettle microwave or toaster
Some of the furniture was not so luxurious eg a ripped ottoman. Although redone recently 2016 I believe there our bedroom had damage it see below
In addition the main villa had a blue tarpaulin over it. Did not see any sound sound system and never managed to get Tv to English Channel I believe Nyoman said was fault of Satellite company.
14 seat coach .....hmm must be 30 years old and Air con did not work driver poor English English and although free pick up included made me pay for the parking fee and airport and well as petrol .... I was reimbursed after complaining
Mobile phone was not given to use for 2 days and only given to us after asking and then had no credit in it
On arrival at Bali we were advised that the driver would be there with the name of the villa and my name on ..... was expecting an A4 piece of paper and printed out. Looked for 20 mins trying to locate unable to locate and we called villa and told to wait at visitor waiting area he appeared with a tiny piece of paper and Incorrect name on it .... no villa name
Although some of the group were arriving 30 mins after us we were told we would be taken but we were told to wait for the rest of the group in considerable heat with two kids.... no fun and then to get on an 20+ year old unairconditioned minibus thank goodness we had Water.
First impression were good the staff assisted us with our bags and the pool area looked great.
Rooms were fine but would not classify as luxurious basic amenities but bed was comfortable
First evening we had the Villa Indonesian Buffett although food was delicious it was served outside and it was very humid a couple of fans would have been good.
Next morning we were woken up with hammers etc next door as it was a building site obviously nothing to do with Indies but would have been nice if they warned us
Breakfast were overall great but only after they got in the knack of cooking toast and eggs (took 3 days) to order rather than everything coming early before we date down and therefore cold
The actual staff were pleasant and nice to talk to. The manager Nyoman however I found not very customer focussed and disinterested in our issues she even was not there for a day or 2 due to a wedding. No replacement ..... but we paid for stuff and a manager. Although on numerous occasions we asked for Craig to call the leader of the. Group he failed to call her.
The initial driver we told Nyoman was no good. First day asked to go to Hypermarket he said he knew where to go but he did not and we had to use google maps and therefore a 10 minute Drive was a 40 minute Drive ..... on return i asked how much he wanted for fuel he said tip????
So we said no good and not what we expected ended up with two cars much better arrangement however the way fuel is calculated is non existent and left the group feeling very frustrated
Last evening we had suckling pig organised by the villa was expecting a huge feast but we needing up with the pig and 5 side dishes. Overall for the price paid extremely average
I did reach out to Craig via whatsap and asked him to contact the leader of our group as this has not been successful through Nyoman.
Craig advised he was surprised by my comments and although I told him to call the leader of our group he never did instead he said we were only meant to be using 7 rooms of the estate and asking me why this was basicallly blaming the lack of service on us using all 11 bedrooms ......( when we booked we only had 7 rooms filled) Although on checking out confirmation emails it is clear we were allowed to use all 11 bedrooms.
We went to The Indies Estate for a 50th Birthday Celebration and to say the least, it was unimpressive for the price. We would rate it at 2 stars.
For a property that proclaims to be "one of the most magnificent and luxurious estates in the whole of Bali!" , it falls very short of that claim. Rooms have not been maintained, poor hygiene standards in the kitchens, failing ACs, lack of diligence in pool cleanliness, cold breakfast, it all led to an unpleasant experience.
The owner's fallback position for complaints was either "no one else has ever complained before' or "why are you using all the bedrooms" despite the property being rented as a whole and this confirmed by the owner in an email.
Here is the review of the amenities offered and delivered.
1. Luxury 11 bedroom - One bedroom had a leaking AC and another a dysfunctional one throughout our stay. All the rooms have a steep entrance step that caused a few falls.
2. Airport transfers in private air conditioned car - We were made to pay for airport parking, toll and petrol by the drivers.
Again upon departure, the drivers asked us for petrol and toll tax. Furthermore, due to inadequate car space, two guests had to take a taxi to the airport as we had given up by then.
3. Complimentary breakfast per guest each morning of your stay. - On the first day, the full breakfast for 21 people was laid out served 15 minutes before schedule. So by the time we arrived to eat breakfast, it was cold.
To help the above matter, we spoke to the "manager" and staggered the breakfast so " highly rated full-time, in-house chef" could cope and we could all have hot eggs, toast and pancakes. Unfortunately this only lead to toast and pancakes being made for the first shift and then re-served cold for the next two shifts. On the fourth day, we asked for a toaster at the table and that seems to improve the service.
4. Our highly rated full-time, in-house chef - Indonesian feast dinner was delicious and everyone was very complimentary. It would be good to install fans around the poolside white table as well as all the porches and that the staff put out some mosquito coils. Being an enclosed estate, it is still and stifling without the breeze.
The rest of the time, whenever we tried to order or pre-order food, it seemed to be beyond the staff capabilities. For instance, they do not know how to make the Indian selection in the menu.
On the special birthday dinner, the chef forgot to make the ordered vegetarian kebabs for the four vegetarians in the group.
5. Complimentary bottles of water supplied daily There were no replenishment of the complimentary water bottles for the first two days. This had to be reminded every day.
6. 14 seater coach and English speaking driver. A dilapidated coach with no AC was made available and the driver was only interested in getting tips and ripping us off for petrol.
The third day, after we complained, we had two cars at our disposal. When we went to ask for one, we were told to give two hours notice as they were at the office.
7. Household staff with daily housekeeping, cleaning, fresh bath and pool towels, toiletries etc - Slippery algae-covered poolside, not enough beach towels, dirty kitchen sinks, filthy tea towels, or mouldy freezer, etc belies this claim. I would add photos if this review had the functionality.
8. Mobile phone supplied with credit and local useful numbers for guests’ use. We asked for this on our day of arrival and the manager was unaware of the arrangement. The following day, it was "coming" and then in the afternoon, upon our insistent reminder, it was handed over with no credit to make a call.
9. Free Wi-Fi and Satellite TV The Wi-Fi worked very well in all three villas and common area. There was no Satellite TV or specifically English channels available. According to the manager, the cable operator had discontinued these. We tried to unsuccessfully to use the DVD player in the villas.
10. 24 hour security. The security in the villas and inside the rooms was very good. The staff were quite watchful of who was entering. We left valuables around without any hesitation.
Our family party (24 to be precise!) travelled afar from two continents to stay at the Indies Estate, Sanur to celebrate 3 special milestone anniversaries. On arrival, we were greeted by drivers, organised in advance to meet and swiftly transport us to the villa. On arrival at the Villa (just gone midnight!), the staff welcomed us with drinks, cooked us food and served us until just gone 4am! Nothing was too much trouble - the staff rearranged beds to accommodate children who wanted to share, and even went to fetch us beer at 1.30am!!!
Our requests in advance of booking were accommodated by the Villa management team such as a music system with speakers, 17 seater minibus, 3 x masueses arriving daily etc.
The villa itself is spacious to accommodate a party size of 24, contemporary and clean - just as you see in the photos and located 10mins away from Sanur beach. Breakfast was served at times specified by us - plentiful in supply. Lunch/Dinner would be prepared by the chef at a time requested with a very wide choice of food to select ranging from stir frys, western food, suckling pig, duck, BBQs etc etc. The food itself was just exquisite(!!!), so much that we ended up asking the chef to recommend and just surprise us !!
The villa comes with up to 12 or so staff including a driver, gardeners and evening security. A very special mention and sincere thanks to the villa manager, Nyomen, who simply arranged EVERYTHING for us including ranging from grocery orders, laundry, day trips, to decorating the villa with balloons, candles for the celebrations held at the villa. We cannot thank Nyomen and her team who went out of their way at all times in making our stay so pleasurable. Everything was taken care of so that we could relax and have a thoroughly enjoyable holiday.
Special thanks also to our driver, Boby Gedu, who was with us throughout our entire stay and took us around the island on several day trips to discover the hidden gems in Bali. Finally, thanks to Craig and Dom for making the booking so smooth and accommodating our requirements in advance of our stay.
Our family were extremely happy with our experience at the Indies Estate!
Im sure we will be back again and of course will be referring this Villa to our friends and family
We would highly recommend this villa to any family or group that looking for relaxing holiday or just a short getaway. It was a very last minute booking but Craig made everything so smooth. David, Nyoman and the team was a dream team that made our stay memorable. The service is just beyond standard. Once again thank you so much to the team. Hope to come back again next time!
We stayed at villa a week ago for 2nights(11 adults ,9 kids)
We enjoyed staying at this villa. Thank you very much.
The dishes and glasses used in the evening were left on the dining table and the poolside until noon of the next day and we had to remind staff who were always busy looking at their smart phones to get up and do their jobs. Whereas at a villa where we stayed elsewhere earlier in the week staff were always there to clean up and offer if they could help. We were happy with everything else but services provided by the staff. I guess they may not have been trained properly.
We stayed there with 4 other family friends for my husband birthday party.
1) They ordered balloons, flowers, candles, table cloths etc through the manager and all was done to our satisfaction. Well done.
2) The manager's email response time could have improved. Sometimes very slow.
3) Although we ordered all the dinner menus beforehand, some of the dishes were not there as the manager did not pass it as it was to the staff who prepared the dishes. The lack of communication between manager and staffs caused unnecessary trouble for us on the special occasion.
4) Even during the dinner time no one was nearby to help or offer for help and every time we had to go to the kitchen to seek their help.
Response from staff on almost everything was slow even as Bali standards. No one came to see us off upon our departure. Not impressed and can not recommend it to anyone unless staff service improves a lot.
Villa is beautiful, sizable and comfortable but this time I had to apologize to the guests as a host for this trip for trouble and inconveniences caused.
I would like to ask you to improve service by all means.
First of all, I love this location because Craig, David, Nyoman and her stuff helped us with everything we needed to explore in Bali! :)
We found a great location, in the beautiful and calm Sanur. We were 18 adults and 1 child and was very important for us to stay in that area of Bali, even if we visit all around the ireland!
The beds are great in every bedroom, we slept like Heaven. The food is amazing and even if we came from Romania, where is a different food culture, we found a great variety of food!
Every villa has water and the water is great! None of us had problems with the water...
The place is kept in great condition and every time is someone there to help you with anything you want! :)
Nyoman is amazing and she finds solution for every situation, and all the stuff smiles all the time! :)
We felt welcomed there and my daughter had a wonderful staying!
Of course that we will be back soon, in the same location! :)
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