Andaz Bali, By Hyatt

Large pool villa and lush gardens

Pros (1) Pool villa is big with huge bathroom and small kitchen. It even has a second toilet near the pool. (2) Breakfast is delivered to you at table and has wide variety and is good. (3) Butlers are responsive on WhatsApp. (4) Free non alcoholic drinks and snacks in room (5) Small stalls around selling snacks. (6) Central square with bars and restaurants is big. (7) Gardens are lush with big trees. (8) Food is fine. Indonesian food is good. (9) Room cleaning is arranged at a time of your choice. (10) Good kids club with attentive staff. (11) Icon mall, a new shopping Centre, is just a 20 minutes walk or 5 minute drive away (12) Airport is less than 30 minutes away by car. (13) Air con thermostat in villa works very well. Cons (1) Got food poisoning after dinner but hotel did offer ginger tea and a doctor. (2) Shockingly for a 5 star hotel, there is no email address in the website or room confirmation email that you can send emails to before your stay. I searched on the internet for an address. Nobody replied for the first address, and there was a reply for the second address. (3) Pool could be bigger. (4) No proper beach. You cannot swim in it as waves are very gentle. (5) Turtle Centre allows people to pay to release a baby turtle during the day. Not sure how they can survive a day release alone. (6) Kids club is only free for 2 hours and there is an hourly rate after that. (7) Public path between hotel and beach is very busy with lots of people.

Beautiful hotel, amazing staff and perfect for families — we loved every minute!

We absolutely loved our stay! The hotel is beautiful and the breakfast was amazing, with so much choice. Our 6-year-old children absolutely loved the kids’ club. The staff throughout the hotel were incredible — so friendly, helpful and welcoming. We honestly loved everything about our stay.

最高にchillでした！空間もホスピタリティもロケーションも最高。

We loved it

Beautiful grounds, spacious room and bathroom. Fit our young family of 4 easily

Absolutely NOT a 5-star experience

Absolutely NOT a 5-star experience – Andaz Sanur Garden Suite We booked the Garden Suite for four people, expecting a genuine 5-star experience. Unfortunately, what followed was extremely disappointing. We had announced in advance that we would be arriving late at night. When we arrived, there were only three beds for four guests. One of our children simply had no proper bed. When we asked for an extra bed, we were told there was no bed available. About an hour later, something was eventually brought to the room — but it was far too small for our child to actually fit in. And the most frustrating part? After three out of our five nights, our child is still sleeping in this far-too-small bed. Despite raising the issue, it still has not been properly resolved. For almost €900 per night, I think it is completely reasonable to expect that every guest has a proper bed that they can actually sleep in. The next issue was a bird inside our room. We reported it to reception at around 7 PM, but nothing was done. When we returned around 11 PM, the bird was still there. Staff eventually came, but they could not catch it. The net was too small, and in the end we had to catch the bird ourselves. After the first night, I spoke to someone from management, but they were neither willing nor able to provide a meaningful solution. This morning, I again asked to speak directly with the hotel manager. Initially, our butler confirmed that this could be arranged. Fifteen minutes later, that suddenly changed, and I was told I could only speak to the person responsible for the room. Once again, we felt that our concerns were simply not being taken seriously. The hotel promotes a highly personalized luxury experience, including dedicated Butler Service. Our reality has been very different. We experienced: * No proper bed for one of four guests upon arrival * A replacement bed that was far too small — still not resolved after 3 of 5 nights * A bird left in our room for hours * Staff unable to resolve the situation * Poor follow-up from management * Difficulty even getting to speak to the hotel manager * Fresh products and juices that were not available at breakfast as expected This is simply not a 5-star experience. For almost €900 per night, I expect much more — especially when something goes wrong. Saying “sorry” is not enough. What matters is actually solving the problem. Very disappointing, and absolutely not worth the price.