"False Adverting, False Promises, False Claims.
This hotel has been the biggest lesson in do not judge a book by its cover, and one which I hope both Grand Hotel Bali will learn from. The primary point? Don’t come here if you have any food allergies!
From the outside and entrance, this hotel looks pristine, modern and beautiful. However, the moment I stepped foot into the building, the problems began to arise. It’s adamantly clear there are not enough staff employed, waiting for over twenty minutes to simply check in for my room was a sign I shouldn’t have ignored. I also opted to upgrade to all inclusive upon my arrival - a regret I will come back to explain. After checking in, I was ushered away from the desk before I had even received my room key. It was also at this point I asked about meals on Christmas Day, which I was advised there would be a ticketed “Gala Meal,” for all inclusive clients. However, when I asked how to get a ticket, what would happen if I hadn’t upgraded and for a menu due to a severe nut allergy, the lady at the desk said there was no information. This was less than 48 hours before.
I was put into the second building, one of the ‘highlights’ this hotel offers is a clean and amazing view. Coming into my room was a different story; outdated, uncomfortable, with the bed, kitchen and counters covered in stains, mould and dirt. I highlighted this issue to the staff and their attitude simply seemed to be that they didn’t care.
The day before my trip, I had read reviews listed to advise the food at this hotel was inedible, and I am joining these people to say it is completely true. All of the food was either cold, undercooked or wet. Each morning I woke up with stomach pains from the previous meal, opting on my last day to completely refuse to eat from the hotel.
The “All Inclusive” side is a complete con; the hotel advertises that drinks and food are included in this, but be warned! The menu’s and advertisements which lay around the hotel are false, unless you wish to pay additional! What “snacks” are included, is a small stand next to the bar, which was empty when I arrived. When I asked about when it would be restocked, the lady behind the bar completely ignored me.
It was at this point I called Jet2, who advised they wouldn’t be able to move me without a fee, despite the fact these issues were taking place at a hotel I had paid them for already. The earliest I was able to move was Boxing Day, and that was if there was availability elsewhere and up to myself to cover the cost of the transfer. Considering I left on the morning of the 27th, I felt this was useless. Jet2 advised they would raise the issues, but when I returned, the bedding had been replaced with more stained bedding.
Christmas Day was a complete disaster. The gala was due to open at 12pm, at 12:20, the doors had not opened, meaning people were standing out in the rain. I had asked again on Christmas Eve for the menu and had not been given one. The first time I saw the menu was on Christmas Day, where looking at the menu, was a list of foods, the majority containing either fish or the main which contained nuts. I immediately informed a member of staff who said she would look into it, but did not hear back from here. When I told a second member of staff, I was told in the exact words “You should have told us sooner, it’s not our problem.” Considering I had been trying to get hold of the menu the entire stay I was there, and wasn’t able to, this infuriated me.
The dessert chocolate also contained nuts, which I was lucky enough to spot. Nowhere on the set menu are any allergens listed. Eat there at your own risk.
My final day of the trip was spent away from the hotel, having to buy my own food and beverages due to the concern of allergens. Having said that, I did return for a spa treatment in the afternoon. Anna was absolutely incredible, she is amazing at what she does and I felt incredibly pampered and relaxed. A huge thank you must go to her and the blonde lady who helped me to sign in - I’m terribly sorry, I’ve forgotten her name. However, it does remain to me ironic that the service I paid the most for was where I was treated the best, rather than the package I had paid for before arriving. I did note that an apology letter was slid underneath my door, and whilst this is appreciated, it does not excuse not rectify the issues I have faced.
Upon returning home, I emailed both Jet2 and Gran Hotel Bali. I have had a response from Jet2, whose team have been incredibly understanding. However, I have heard nothing from the hotel in question, leading me to believe they simply do not care about their clientele."
