The Lagoon Bali

Walking distance to restaurants & beach, the hotel is definitely not soundproof, I had a pool excess room right where the stairs & walkway was, every noisy, asked to move room but said no, safe didn’t work they said that was my fault I was too slow, water pressure was bad & took ages for it to get hot, wifi cuts in & out it was not reliable, I wouldn’t stay here again in peak season just to noisy, the only thing it’s got going for it is the staff they were lovely, I checked out early & went to another hotel & they need to get some new pool towels the ones they have are paper thin

Our stay at The Lagoon Bali started off well, with a great location close to shops, restaurants and the beach. Unfortunately, our experience changed dramatically on the third day. After returning to our room from a day out, we found our safe unlocked. We questioned whether we had accidentally left it unlocked or whether it had failed to lock properly. We immediately checked our belongings. All of our electronics were still there, but after counting our cash, we discovered AUD $800 was missing. I went straight to reception and asked staff to come to our room. They advised they would investigate. I requested the key card access history, which they provided and it showed that the only entry to our room while we were away was by housekeeping. Despite this, we felt our concerns were dismissed. We were told there was no proof the money had been in the safe in the first place. We also reported the matter to the local police, but unfortunately nothing came of it. What upset us most was how the situation was handled. During my discussions with management, the General Manager laughed and told me, “You won’t be getting any compensation.” At a time when we were already distressed, this response was incredibly disappointing. One staff member repeatedly said, “I’m so sorry from my heart, but I can’t go against the General Manager.” I genuinely appreciated that staff member’s compassion, but it left us feeling that our concerns were not being taken seriously and something was being covered up. Whether the hotel agrees with what happened or not, the way the situation was handled left us feeling completely unsupported and unsafe. We asked for a refund for the remainder of our stay because we no longer felt comfortable staying at the property, but this was also refused. As a result, we checked out immediately and moved to another hotel. It’s disappointing because the location is one of the hotel’s strengths. However, how a hotel responds when guests experience a serious issue is what truly matters, and in our case we were left extremely disappointed. The private villa room we booked was reasonably clean but quite dated for the price we paid. There was also a strong sewer smell coming from the bathroom drain, along with cracked tiles and mould in what is marketed as one of the hotel’s premium rooms. Based on our experience, we would not stay here again and could not recommend this hotel to others.

A great little hotel in the middle of Legian very good location sensational staff and the rooms are pretty good also