Gran Hotel Bali

If I could give this hotel zero stars, I would. Our experience has been completely unacceptable, and after repeatedly raising serious concerns with reception, we are still waiting for basic issues to be resolved. Our room constantly smells of raw sewage, with what appears to be sewer gas coming into the room. Another room occupied by our party has significant mould, and a member of our group has subsequently developed a lung infection. These are not minor housekeeping complaints; they are serious hygiene and health concerns. Despite three separate visits to reception over two days, nothing has been properly rectified. The treatment of our children around the pool has been equally frustrating. On Wednesday, our children, who are non-swimmers, spent the entire day using children’s flotation rings in the pool without any issue whatsoever. Today, we were suddenly told by the manager that they are not permitted and that only armbands are allowed. The manager was extremely rude and dismissive when we questioned why a flotation device that had been accepted two days earlier was suddenly prohibited. At no point on or before our arrival were we emailed or otherwise informed of this supposed rule. If this is an established safety policy, why was it not communicated to guests and, more importantly, why was it not enforced on Wednesday? Safety rules should be clear, communicated and consistently applied — not seemingly changed from one day to the next. More concerningly, while we were at the pool on Wednesday, a Spanish boy was punching, ducking and intimidating our four-year-old daughters, yet the lifeguards failed to intervene. It is extremely difficult to accept being lectured about “safety” over a children’s flotation aid when staff apparently failed to act while two four-year-old children were being physically intimidated in the same pool area. The overall impression we have been left with is that rules are not being applied consistently to all guests. As English guests, we have felt that we are being treated differently from Spanish guests, and the apparent double standard has made an already disappointing experience considerably worse. A hotel can have problems. What matters is how management responds to them. Raw sewage smells, mould, unresolved complaints, inconsistent pool rules, failure to intervene when small children are being intimidated and rude management are not what anyone should expect from a holiday they have paid for. We have given the hotel multiple opportunities to address these issues directly. Instead, we have spent part of our holiday repeatedly visiting reception trying to get basic problems resolved. Based on our experience so far, I would strongly advise other British families, particularly those travelling with young children, to think very carefully before booking this hotel.

Had a great experience on our family holiday, our son Ronan who is 3 had a great time and staff member Said was brilliant and made Ronan have a great time , woild highly reccomend :)

Customer service wasn't there best, we seemed to be an inconvenience to the majority of the staff when asking for help. No information was provided on check in, we had to ask. Breakfast was good if your went before 830am, plenty to choose from. Our room was very small, tired and in need of a revamp. 4th floor with no balcony even though we requested one. We had a leaky broken shower for 2 days despite reporting it. Sunbeds were hit and miss, lots of towels on them but no bodies. One day we didn't get a sun bed at all. We found alot of local Spanish people came with there big cool boxes and picnics, took up the sunbeds and pool and then went home. Which is a little unfair when they are not paying customers. This pool isn't ideal in august if you actually want to swim as there is no room to do that, with the amount of people in it. 2 vodka and sprites €15 Local mercadona 5 mins walk away Taxis to new town cost €17 Lots of waiting for the lift as no more than 4 people can fit in them. The restaurant Chila over the road from the hotel was so good, the food and service was excellent. Towels to hire were €15 each and then you got €12 on their return. Some random hotel member of staff with a clipboard let herself in our room, saw I was having a nap on the bed, spoke in Spanish and then left. I am still non the wiser as to why she let herself in. Fire alarm went off, no information provided, everybody left their rooms to be told once we reached reception it was a false alarm, despite the alarm ringing for 10minutes. Leaky air-conditioning right in reception and work men with step ladders right by the lifts. €18 to go to the sky bar, includes a free drink. Overall it was ok. Were excited to stay as the pictures looked perfect and were left a little disappointed. I personally wouldn't visit this hotel again. If you have difficulty walking avoid.

Have just returned from a 5 night stay with my 12 year old daughter. Ignore the negative reviews!! We were on floor 37, had a balcony with an amazing view. Room was dated but clean and bed very comfortable. The washing line in our bathroom was broken but was reported and fixed first thing the next morning. Maids came every day with fresh towels and sheets changed every 2 days. Never had a problem queuing for lifts - max wait was 5 minutes. Reception staff were all friendly and happy to answer any questions. Pools were great! We have been to lots of busy family hotels and this was the easiest place to find a sunbed/parasol even if coming down around 11am. Lifeguards would bring out extra sunbeds for you if there were none free. Each pool was closed off once during our stay due to someone pooing in the pool but not the hotels fault - and at least they take cleanliness seriously. There was lots of activities on during the day for kids and the animation staff were all lovely. Yes, there is a majority of Spanish speaking guests but if you go over to join in they will speak in English and you are made to feel just as welcome! Good atmosphere of friendliness between all the guests despite the language barrier. The kids club runs until 11pm and is right beside the entertainment so parents were sitting enjoying the music with kids running in and out of the club/park which would be great for smaller children. We only went B&B but the breakfast was nice and lots to choose from. We paid for the buffet one night and the food was fine but not a lot of choice so I would recommend eating out for dinner. We got lunch at the pool bar and it was always lovely and fresh, pizzas, toasties, chips, burgers all reasonably priced. The area is good if you want to be somewhere quieter. Big supermarket just across the road and a few bars/restaurants just outside the hotel. 10 minute walk down to Finestrat beach which has lovely restaurants (especially the Italian!) We got the bus into town, €2 each and bus stop right outside the hotel. Taxi back from Old town was €8 and main strip €13. We went in to see the tribute acts a few nights and had a great night but it was nice to not be in the middle of it all the time! Evening entertainment in the hotel was okay but usually just singers. If you load money onto your room card you get 15% off drinks and food at the pool bars which is great. Also if you are checking out but have a later flight you can book a shower room for free which we didn’t know so that would definitely be worth doing! Overall for the size of the hotel it really doesn’t seem crowded and we had a great time. We would definitely return! Thank you to all the staff for making our holiday so enjoyable!

Excellent stay 30th floor room absolutely stunning view of the beach Breakfast was ok could have been hotter Room was clean but a bit dated The A/C worked fine Bar prices pretty standard with outside bars about 3 euros 50 for a pint of Amstel We didnt eat at the hotel in the evenings but had great food in the bars around the hotel all were very good Fantastic bus service into the old town and the strip 2 euros each way if you ask the driver for a bus card which is 2 euros you can load it up as we did with 10 euros you can travel for 90 cents per journey ( bus 2 or 3 )turn left outside the hotel follow the road about 200 metres then go down the hill to a lovely small beach with some great bars One negative point it needs more sun umbrellas but plenty of beds And please clean the little plastic tables that you put by the sun loungers Overall a great hotel And the staff are not miserable as far as my contact with them went