Harrads Hotel Spa and Convention

Got an experiences with a rewards night staying in this hotel and come in for checked in about 10 pm without making a reservation. Bringing the voucher and smooth registration with a fast check in. The room is nice and spacious. The hotel is crowded with China people (perhaps a large group). The pool is nice, close to the restaurant for delicious breakfast. The staff at the breakfast also friendly and helpful. I hope one day could stay here again and feel the hospitality of the team even this hotel is quite and silent from the business Kuta or Sanur area.

We booked through Booking.com and saw the 4 star symbol for this hotel, especially they offered special price. We paid $35 per night for a 4 star hotel sounds good. We arrived midnight. When check in I organised the payment with credit card but the staff said the machine is broken so they asked me to pay cash. I forgot to get some cash when we landed then he escorted me to withdraw some money from the ATM in front of the hotel property. We didn't complain because we were very tired and just want to go to bed. The room was smelly, seemed like someone just finished smoking in the room. Didn't want to complain at all, I went for shower. The shower room was terrible. Mouldy on the wall and the floor also the stain of the water mark on the glass partition. The hot shower not even hot. The sink and the tap looks dirty with the water stain. The worst thing when I use the tap water to brush my teeth, the tap water was smelly and taste salty. Yuck!! Then we started to do quick inspection for the room. It is totally dirty! They don't care about the room condition and cleanliness at all. The bed sheet was dirty but not smelly. Lots of small stain on the bed sheet. The curtain also dirty and tore apart. The tv doesn't work either. We tried some channels but what we found only an old electric box with blur colour. I think they put the tv just for decoration purpose. At the end we found out if they only gave us 1 cup in the bathroom, and also the compliments of coffee, tea, sugar only for 1 person. Not a generous hotel. In the morning the cleaning service staff knocked the door unpolitely and pull the door handle to open it. My partner jumped off the bed and told him to leave the room because we don't need the service but the staff seemed not understand him and keep telling my partner if he wants to clean the room. Long story short he left us alone after my partner asked him to leave us alone. We can't stay any longer for this crap and checked out at 10 am. We won't come back for sure and not recommended this hotel. For $35 you can get somewhere better. Hope the management pay more attention.

A 2-star hotel marketed as a 4-star hotel located terribly. When we arrived to the hotel in the evening the first issue was that there was no record of our booking. We were really tired but had to spend quite some time before we were escorted to our room as there was a major language barrier (none of the evening staff spoke or understood English more than few words). We immediately saw that the room was absolutely dirty and went back to the front desk to ask for change of room. This was not possible even when it was clear that the hotel was not even close being full. So we spent 15 minutes in a corridor while the “cleaning service” was at work. After they had managed to clean most of the floor and the bathroom so that it was in a condition to use we noticed that there were blood stains in the bed linen. It was noticeable that the cleaners were trying to hide the stains under the bed cover. We asked the front desk to change them but they were “out of stock”. After we showered we noticed that the towels were stained as well but at this point we were too tired and frustrated to go back and forth with the front desk. On the next day after speaking with an English speaking manager we got promised that the room would be cleaned thoroughly but it wasn’t until we showed the mess that she understood the situation. We still couldn’t get the room swapped and leaving the hotel was unfortunately not an option as we had prepaid it through a voucher website. Still we only received a “fruit basket” with 5 pieces of fruit as a compensation when asked. On each occasion when the towels were changed we had to check if they really were clean or not and more than once we were forced to ask for properly cleaned ones. During our stay there was rarely staff available who were able to communicate with us. We got misinformed on breakfast schedule and shuttle services from the front desk. The breakfast consisted of few soggy local dishes, toast, juice and hot drinks. There were few enthusiastic and positive waiters in the restaurant through who we got better service throughout the stay. We were able to get a ride to the beach twice but other times we had to call for a taxi. There was no option of walking because of horrible location of the hotel (next to a bypass/motorway). The front desk didn’t know anything about laundry service. All together the customer service was ridiculous. As an anticlimax during our check-out we were forced to spend over an hour clearing up the payment mess. First the front desk asked us to pay for the whole stay even though we had given them the payment receipt at the check in. As they didn’t speak English we were in a stalemate. After a while we got to a conversation with a person who was able to communicate with us. He proposed that we would pay the whole sum again with our credit card and get a refund which didn’t suit us at all. In the end they understood that it was their mess to clear as we had all the necessary information and receipts. All in all this is not the 4-star service we paid for as they had 4 days to settle the payments with the booking company but it was clear that nobody had done anything before the check-out day. The personnel gave their best but because lack of management, information and tools they were unable to provide better service and hence do their job properly. We were not the only guests dissatisfied with the hotel: we spoke with two couples who only spend a single night in the hotel and then changed because of the similar problems that occurred to us. The facilities have a potential of a 4-star hotel but because of lack of maintenance and the matters brought up before the overall experience was closer to a 2-star hotel.