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“Being friendly is not enough”

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Aston Sunset Beach Resort
Ranked #7 of 37 Hotels in Gili Trawangan
Certificate of Excellence
Reviewed 27 June 2014

Me my husband decided to go to Gili T for a couple of days of Our honeymoon but were both very disappointed by Aston Sunset Beach. The service was terrible from start to finish. Everything from the transportation there from Lovina, Bali, to the staff working at the hotel was just a disaster. They were very friendly though, but that's not enough when they end up making promises they can't keep and/or when the food in the restaurant is tasteless. Unfortunately we were not the only ones who were actually happy to leave, which is such ashame when the location is fantastic for honeymooners and/or couples. We also had mosquitos, lizards and ants in our room.. Even though they changed it!

  • Stayed: June 2014
    • Value
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1  Thank Sofia P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AstonGiliTrawangan, ​Aston International Corporate office at Aston Sunset Beach Resort, responded to this reviewResponded 3 July 2014

Congratulations Sofia on your wedding! I'm sorry your honeymoon trip was dampened by the shortcomings of our hotel. I know you cant redo a moment like that, so I deeply apologize.

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1,049 - 1,055 of 1,509 reviews

Reviewed 25 June 2014 via mobile

We don't normally leave reviews but feel the customer service offered by this hotel needs some attention.

Where to start? When we first arrived the staff were extremely slow to process our check in details and even slower to complete the check in process - my partner waited 30 mins only to be taken to the wrong room which was already occupied. Then, when we were eventually put in the correct room there were a number of problems with it which, for £40.00 a night, we were unwilling to put up with.

We told the manager this and, to his credit, he gave us a free meal that evening. However, the service overall needs a lot of work. Over the course of our stay we dined mostly at the Aston restaurant. The food itself was brilliant but the restaurant is highly understaffed, meaning you often have to ask for your order to be taken and the tables are left unset. As well as this the restaurant often ran out of a lot of dishes.

Our room was only cleaned one out of four days, meaning we actually had to request for it to be done. A number of times we'd ask for something from reception only to be left waiting hours. Then, the cherry on the cake was our experience on the last day. We'd spoken to the manager and explained we had an early check out (7am). He advised that we could come in the morning and they'd ring the horse cart to take us back into the centre. However, when we did this the concierge then explained that the horses don't start running until 9am, meaning we had to bike for 30 mins with our heavy backpacks to reach our boat in time. We could deal with all of this if there was a sincere apology from the staff but the concierge was smirking whilst I was explaining my frustration and was very unhelpful. There are no clear instructions from the staff at this hotel and we found them to be really unhelpful. A big disappointment for the money!

Stayed: June 2014, travelled as a couple
3  Thank Sophia A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AstonGiliTrawangan, General Manager at Aston Sunset Beach Resort, responded to this reviewResponded 29 June 2014

Dear Sophia A, Warmest greetings from The Aston Sunset Beach Resort – Gili Trawangan
Thanking you for your kindness wrote this precious feedback in regards of our Resort and shared it on TripAdvisor. We really appreciate your positive feedback regarding all aspects of your stay with us about our team services in some departments. The hotel is undergoing various training programs to resolve your all issues and get things up to Aston standards since hotel re-branding on April 2014. Thank you and we do hope you will return to our resort whenever your travel plans bring you back to this paradise island. Exceptionally yours, Arya Wicaya – General Manager

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Reviewed 24 June 2014

My husband and I visited Aston a few times during our stay on Gili T. We were staying at the nearby Kelapa villas and as Aston was near to us, and on the quieter West side of the island, we liked to pop over on our bikes in the evenings. They were always welcoming to us.

We mainly made use of the bar and ate there a couple of times. We found the environment and atmosphere great - they always had pleasant, laid back music on, and we liked being able to sit on the tables facing the beach. There was plenty of shade available and they also had fun seating areas which included hammocks and beanbags. There were no toilets at the restaurant but you were welcome to use the ones behind the hotel lobby which were always kept clean and tidy.

The range of drinks was good but we found service to be very slow sometimes. More than once we did not get noticed by waiters so we ordered at the bar, but even after we ordered our drinks were slow to arrive. We also found that a lot of the items on their menu were not always available, even basic things like french fries. That said, when we did get some food, it was good. The french fries are some of the best if you can get them!

They also have a little jetty which goes out into the sea where we saw them setting up a romantic table for 2-4 a couple of times. They do it all up with bird cage decorations, ribbons and candles. We didn't eat on it ourselves but it looked fun.

Overall we would recommend Aston, but for them to improve a speedier and more attentive level of service would be good. The best part of visiting here is that being on the West of the island, you can sit an watch the sunset while relaxing with a cocktail.

  • Stayed: May 2014, travelled as a couple
    • Value
    • Location
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    • Service
1  Thank Amy810
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AstonGiliTrawangan, General Manager at Aston Sunset Beach Resort, responded to this reviewResponded 29 June 2014

Dear Amu810, Warmest greetings from The Aston Sunset Beach Resort-Gili Trawangan!
Dear Amy810, Thank you for taking some of your precious time to write a favorable review on TripAdvisor. Nice to hear that you had great experiences for couples of time visiting our property. We really appreciate your positive feedback regarding services and run out of menus that your experiences during busy period. We are thankful of your constructive comments since it allows us to improve our services and to do more refresh training to our team member to make our valued clients satisfaction in Aston Standards. Thank you and look forward to welcoming you back and hoping to stay for future holiday in the the Resort with large swimming pool, nice garden, great room and for sure our sunset point for your relaxing. With best regards, Arya Wicaya – General Manager

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Reviewed 24 June 2014 via mobile

The waiting staff is way too young to operate efficiently and the service on the f&b is not at all what you'd expect from this type of accommodation. Don't get me wrong, everyone is super friendly and the villas are well maintained but having to ask three times for a single beer and still not receiving one is just a single example of very very slow service. At breakfast people had to sit at tables that weren't cleared with no plates or cups available.

Stayed: June 2014, travelled with family
2  Thank Richard R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AstonGiliTrawangan, General Manager at Aston Sunset Beach Resort, responded to this reviewResponded 15 November 2016

Dear Richard R,

We sincerely apologize on behalf of our hotel for failing to live up to your expectations. Pleased to let you know that the we have been made aware of your comments and that these will be evaluated and addressed accordingly. You can be assured that we will give your feedback our full attention and use it to help us correct our deficiencies and improve our services to ensure that this similar situation does not occur again on your next visit.

Regards,
Emanuel Prasodjo A

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Reviewed 22 June 2014

I stayed here for 4 days for the first time with my husband. We had a truly nice experience. The rooms are spacious and clean and the staff is very friendly. The location of the hotel is a little away from the central island which is great if you are looking for peace and tranquility. The only downside is that transport to and from the hotel is mainly provided by horse carts. These horses are kept under terrible conditions. They dont get clean water to drink from their owners, only salt water which dehydrates them totally. They do not receive medical care and run around 24/7 with the carts strapped to their bodies, which results in open infected wounds. Most of the time they get overloaded and due to sheer exhaustion collapse during transport. As a hotel I plea to your social responsibility to offer alternativ transport and provide your guest with the relevant information so they can make a informed choice. I presume many tourists are not aware of this horrible business happening so please as such a nice hotel take a stand and protect animal rights. Many thanks and looking forward staying with you again!

  • Stayed: February 2014, travelled as a couple
    • Value
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Thank 425Rica
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AstonGiliTrawangan, General Manager at Aston Sunset Beach Resort, responded to this reviewResponded 24 June 2014

Rica, thank you so much for your review and passion for animals. We are also deeply concerned about the mistreatment of horses on the island. We are working with a non profit organization called Gili Carriage Horse Support to bring education to the horse owners/drivers as well as special clinics to treat wounds and show proper horse care. We have put in a purchase order for more bicycles and urge our guests to use that as an alternative to the horse carts. There are only 32 horses on the entire island which are used by all tourists, businesses and construction sites. We would love to provide carts and other forms of solar powered transportation for our guests but it is currently not allowed on the island.

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Reviewed 21 June 2014

aston managemen give them best employee award.I suggest and show my gratitude to aston gili trawangan for the best dedicated work hard with heart to gede, billy (front office), chef hadi for a great tasty choc cookies, a handy men of nesa and nasrul.all those helpful people.Eventhough i saw aston is having a lack of people in high season like this.
Great stay, having them around on my staying.

Stayed: June 2014, travelled with family
Thank adi h
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AstonGiliTrawangan, General Manager at Aston Sunset Beach Resort, responded to this reviewResponded 15 November 2016

Dear Adi h,

Thank you for taking time to share your valuable feedback with us. I am so proud that our staff were delivered the best service to meet your expectation and seem they managed your request well. It is great to find out that you had an enjoyable time with us.
Look forward to have you back next time.

Regards,
Emanuel Prasodjo A

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Reviewed 21 June 2014 via mobile

We've been for there 10days.we chose it cuz away from the central caos. By horse 15-20min n by bike bout 30min. The bycicles are not enough for all the guests so sometimes it is challengin to find one.the hotel should improve into transportation to/from center.
really nice place to relax n enjoy the beach n the view.Super friendly the bar staff n hk,on the other hand the reception staff were unpolite and not well prepared in the knowledge of the guest services n they were not able to properly talk in english. Beautiful location,big n clean rooms. But the staff in general were too slow.due to some issue with the payment (guys at the reception were not able to let use properly the system for credit card) we asked to talk with a manager, after10days n lot of money it could have been appropriate that a manager should have come to talk with us but, for two days in row, he/she was in a meeting or "...is coming".
At the reception,the first day, they told me that espresso was included in the breakfast, after5days they wanted to be paid because there was a language misunderstanding,they found this excuse when in reality my husband,who is indonesian, asked to the guy at the reception and he gave the wrong info. Almost 30milion rp spent but i wont come back

Stayed: June 2014, travelled with friends
1  Thank Laura G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AstonGiliTrawangan, General Manager at Aston Sunset Beach Resort, responded to this reviewResponded 15 November 2016

Dear Laura G,

It is so disheartened to see how your stay went at our Resort. I do my apologize also for the series unfortunate you had endured, particularly with our FO staff. your comment are very important as this is the only way to assess how the service delivered to you as our potential guest. I am pleased to let you know that we give you our due attention and it is going to be corrected for better value of service that meet up our guest expectation.
Thank you for staying with us.

Regards,
Emanuel Prasodjo A

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Additional Information about Aston Sunset Beach Resort

Address: Gili Indah-Pamenang, West Nusa Tenggara 83355, Indonesia
Region: Indonesia > West Nusa Tenggara > Lombok > Gili Islands > Gili Trawangan
Amenities:
Bar / Lounge Beach Beverage Selection Business Centre with Internet Access Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool
Hotel Style:
#2 Luxury Hotel in Gili Trawangan
#2 Top resorts Hotel in Gili Trawangan
#3 Spa Hotel in Gili Trawangan
#6 On the Beach Hotel in Gili Trawangan
Price Range: £53 - £130 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Aston Sunset Beach Resort 4*
Number of rooms: 125
Official Description (provided by the hotel):
The Aston Sunset Beach Resort - Gili Trawangan is a retreat for leisure travelers with a taste for style and substance offering comfort, intuitive service, and relaxation interweaved with respect and admiration for local traditions. With it's unmatched facilities and excellent services, this resort is perfect for a short break or an extended family vacation. ... more   less 
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Also Known As:
Aston Sunset Beach Resort Gili Islands/Gili Trawangan

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