Extremely kind and professional, yet friendly staff who quickly responded to our every question/inquiry/need. It is a great hotel and I would definitely recommend it. Good location in Nusa Dua (shuttle bus to Balli Collection, a shopping centre with many restaurants, and shuttle bas to beach, but each location is 5 min walk as well). They could improve on a few things to maintain their 5 star rating. I found pillows too soft and thin. It would have been good to have one softer, one harder pillow to cater for guests with different preferences. The air-con worked very well, but it was a bit noisy. When we complained, they sent someone very quickly to check and fix. It seemed fixed that day, but it went back to being noisy again. Luckily it wasn't very hot during our stay, so we would turn it off during night to avoid constant noise. Another thing that would be very easy to fix is towels that were grey and worn out from being used for a long time. Not something you'd expect in a 5 star hotel. Great breakfast, with many choices so it is definitely worth it, except if you have allergies. I am a celiac and staff tried very hard to accommodate me, but good will and great service cannot make up for the fact that, apart from eggs and salad, my options were very limited. They even bought GF bread for me (unfortunately it was sweet and tasted more like a cake than bread), and they offered every morning to make nasi goreng for me, but one can only eat so many eggs and nasi gorengs.
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