Rated 3 out of 5 by Dissappointed2013 Overpriced with poor QC
I have stayed at this hotel many times over the last 5 years. Normally this was a desired destination for our vacations in Bali. But this last stay we found there was a significant decline in quality of the food, condition of the room, and staff hygiene with regards to food preparation. While dinning at both restaurants, we observed the kitchen staff not wearing gloves, dipping fingers into pots and then licking their fingers and continuing to handle the food. We observed cooks and food handlers sneezing and wiping their nose with their bare hands and then touching food.
The overall quality of the food and the hotel certainly does not meet the Luxury Collection I am accustom to.
Overall I would not recommend this hotel. This was our last trip to the Sheraton Laguna.
July 28, 2013
Rated 5 out of 5 by Teekay Surreal
This hotel is really pretty, the lagoons and the oceanfront incredibly clean and tranquil (kudos to the hotel staff for keeping it so well-maintained!) We found the food surprisingly good for this place, esp as other standalone restaurants are a little far and confusing (and similarly priced!). Do not miss out the heavenly icecreams at CornerStone Deli - absolute steal at $3/scoop. The rooms could be bigger, esp the bathroom (bathtub!) but we're not really complaining. The bed is comfortable, but we recommend not sleeping in too much (sleep it on the beach front chairs, if you must). Excellent recognition and instant offers for SPG guests too. I wish they had a better DVD collection though - the conceirge is a bit clueless in general, even though they try to be helpful.
February 11, 2013
Rated 5 out of 5 by spgNoob Like it's name.. A luxurious laguna
The staff at the hotel are very very friendly and try to accommodate all your requests.
Rooms are big, spacious and clean. Though maybe a slight refurbish or rejuvenation due to age would make the room and bathroom better.
As for it being a hotel on a beautiful island paradise, the pools and beach do just that.
It's location is slightly further away from the "hot spots" in Bali, however I feel the security in Nusa Dua (the area where the hotel is located) is tighter and much safer compared to the other areas.
June 20, 2012
Rated 5 out of 5 by hk12 A resort for leisure % relaxation
The Laguna is a tranquil resort with huge lagoon pools . Although occupancy rate was very high, it seemed that there were less people in the resort, in other words, the resort very quiet and of course provide your privacy to enjoy your time there. Breakfast buffet very nice & good taste. Staffs always greet guest with smiles.Some/ most-parts of the resort's outdoor areas are quite shady, (therefore) it was so nice to spend most of time at beachfront cabana ! and so did at sunbed even near the lagoon pools
November 6, 2012
Rated 4 out of 5 by flyshanghai12 Relaxing and marvelous place.
Beautiful landscape and nice facilities. Good food quality and responsive staff all over the resort. Although the problem of high humidity level in the roomd needs to be addressed. May be changing A/C for a more efficient one on removing humidity from the air and that is silent enough to not disturb sleep.
April 20, 2014
Rated 2 out of 5 by Jimboo Poor Quality and Control Management
I have been staying in many SPG's hotel and I believed this was the second time I have a bad experience in SPG hotel and this is the worst experience.
I got a quite decent room in the hotel which was a deluxe studio but the nightmare occur when I tied to sleep since I felt that there were a bit on my thigh and my arm. In the morning, I checked my arm and found that there was an insect bite on my arm and a mark on my thigh due to some bite which I believed that I was bitten by dust mite. The cleaness of the room was in question.
The situation was being horribly by finding a live cockroach in the bathroom. I worried this cockroach may also climb or fly to the bed and may onetime bite sleeping people.
I asked the hotel management which represented by Duty Manager which come with the doctor. The doctor confirmed that the bite on my arms was an insect bite while the bite on my thigh was probably from mite.
I was then move to another room which was in general quite okay but this room was also not in good maintenance.
All the drinking glass smell stinking due to poor storage management and poor maintenance of the storage. The storage was made from wooden with a carpet covering the bottom of the wooden storage. The smell of weathered wood embrace the whole drinking glass and made the glass cannot be used.
I asked for replacement of the glass and the Hotel Management (Assistant Exective Manager, Duty Manager) come to my room and I shown them that the quality of service, management control of the room cleaning and maintenance of the facilities was below standard and the hotel may not even have a management control nor the maintenance control.
As an apology from the hotel management, the management sent me a small bucket flower altogether with a basket of fruit. I appreciated the hotel management action to rectify the bad experience but this basket of fruit create another problem as I have been served with a rotten snake skin fruit which totally showed that hotel did not have a management control to quality of food.
Worse to worse, the situation with the drinking glass reoccured again and made me mad again which told me that this hotel lack of management control and even a same mistake can be repeated again just to the same customer just after improvement input and critique provided to management. In my opinion, the hotel need to revamp their business process and put in place a learning process to improve from mistake and customer complaint. Without a proper lesson learn management then I believed this hotel cannot survive in the 5-10 years as they were not ready for the competitive.
All my bad experience on this hotel shown that this hotel did not deserve for a Five Star class hotel.
May 18, 2014
Rated 5 out of 5 by mal27 An outstanding holiday hotel
the upgrade to a suite made the room exceptional but we really missed the lagoon view. room 110 has passing traffic and no privacy. But everything else made our stay excellent. Suggestions from us are for the team to examine food quality(temperature) at Cornerstore Deli but in all other restuarants quality and service was excellent.Beach, pool, lagoon were always looked after and lounges etc are very comfortable. We have visited Bali more than 20 times but never before stayed at Laguns. WE WILL RETURN
June 23, 2012
Rated 5 out of 5 by JR77 Exceptional Resort
Very happy with our stay at this resort. Staff was very friendly and helpful. Rooms were spacious and exceptionally clean. Food was very tasteful and well priced. The main lobby was beautiful in Polynesian style. Pools were fun and the beach, and view, was wonderful. Highly recommended.
April 20, 2014
Rated 5 out of 5 by Cassie13 Idyllic sanctuary
My husband and I had an outstanding stay at this property. Every staff member was gracious and attentive and clearly strives for excellence. There are many areas for outdoor privacy, married beautifully into the lagoon setting.
A particular highlight was the dining experience at the Amana restaurant, and this was in a large part due to "Wira", a wonderfully efficient and enthusiastic waitperson. The SPA centre is completely beautiful and the lovely and able Astrid is perfect in her role there.
June 3, 2012
Rated 4 out of 5 by KAYALAN This hotel is really different
The best thing about the hotel is that the staff are very friendly & helpful.
April 29, 2014
Rated 5 out of 5 by debjef As good as we hoped for
Lovely hotel - best we saw in Nusa Dua. We upgraded to a lagoon access studio as we were staying 13 nights, which was worth the extra. Beautiful grounds and pools, lovely people. Really nice atmosphere. Great breakfasts. One big BUT...but the price of wine/alcohol is bordering on the criminal, and certainly caused us to eat out elsewhere in the evening, whereas we would have been happy to stay at the hotel for a few more meals. That was the only drawback but a fairly significant one.
November 6, 2012
Rated 5 out of 5 by Lucy9 This hotel has incredible tropical gardens.
Definitely value for money.This resort is set in well advanced lush tropical gardens,I never have enough of, where you can enjoy birds sing all day long, while basking in the sun
and swim in the largest laguna in Nusa Dua.
Service and friendliness of the staff is beyond expectation.This was my third stay and many to come.Never had desire to try another resort.
The Laguna is highly recommended by me to all I meet.
March 15, 2014
Rated 5 out of 5 by pecosgirl Amazing value in a gorgeous older hotel
Yes - the hotel is older and showing some wear. The rooms are no longer pristine and the corridors look dated but if you look past that it really is a lovely hotel.
The room books with the resort rules and in-room dining menus were totally falling apart. I am assuming this resort is due for renovation or sale else a simple update of these would make the rooms seem sharper.
The staff was amazing - BERTA at the front desk - love her!! The staff was uniformly friendly and competent. I was really impressed with the consistency of the professionalism.
And the lagoon pools are just fabulous. If they had been in my budget I would have had a lagoon access room. But even without the pools were just delightful. I was worried that they said saltwater but they were not.
The hotel did seem a bit crowded while I was there... luckily at the back lagoon pools it was quiet.
This isn't a good place for single travelers who want to meet others but luckily I wanted quiet. It was a very international group of people, with a mix of couples and families from both Asia and the west.
The breakfast was great although I do wish the pancakes were served warm ! Especially as they were proper American pancakes!! The Banyubiru restaurant is kind of dark inside... I always took my booklight with me. But these are minor quibbles!
If you are on a tight budget you do have to keep in mind it is not easy to get to dining options outside the resort.
The beach is as nice as any of the Nusa Dua area is... swimming only at high tide. Unfortunately the water is not clear at high tide, but clarity is good at low tide - almost too low for snorkeling though. I did see some nice lagoon ecology in the seagrass though - Lagoon triggerfish, lots of sand lizardfish, some damsels, and even a Tridacna clam. But you dont go here for the snorkeling - you go for the pools!
May 10, 2014
Rated 5 out of 5 by Admish2012 Great choice... by us.
My wife and I were toying with returning to the hotel we stayed at previously in Nusa Dua but took a recommendation from my sister to try out The Laguna and we're glad we did.
Fantastic rooms, multiple pools to choose from, great staff, wifi throughout the resort, handy location, nice and quiet (certainly not as insane as Kuta).
The only downer was the buffet meal we had on the first night was not up to scratch and the price of drinks/food around the pool was ridiculously high.
September 10, 2012
Rated 4 out of 5 by VinithaR Relaxing break
My biggest gripe about the hotel was that it did not have much toddler friendly activities going on. But having said that their pool and lagoon beaches are extremely kid-friendly. The food was good and reasonably priced. Highly recommend the gelato at the cafe and the spa. Wonderfully nice staff. The rooms are dated (atleast the one we were in) but well-maintained. If you plan to laze in the beach in luxury and just take it easy and still be wallet-friendly this is the place to
March 28, 2013
Rated 3 out of 5 by catstevens It's average
Wasn't very impressed with the place as the air con wasn't working properly the first night and the minibar fridge was leaking water. After being moved to another room the next day, I still had problems with the fridge not cooling any of the drinks and I ended up having to move it myself to another location with a working powerpoint. Maybe it was just a stroke of bad luck for me, but I really expected a bit more from all the reviews I have read about the resort.
January 9, 2014
Rated 3 out of 5 by Kevoz Disappointed
Requested a high floor NON smoking room was given floor 2 and smoking room. After complaining was immediately moved to what was first requested. As a SPG member and we have stayed 7 months before in Laguna thought you would have known our preferences. Not a brilliant experience as we had to repack and move ourselves. Our fruits never arrived in our room . Asked for prices for our stay sept 2013 only to b emailed a higher price than available on website. So much for loyalty!
June 1, 2013
Rated 3 out of 5 by Marina2626 Very average, definitely not Luxury
The check-in took too long and the receptionist haven't given information on Wi-Fi in the rooms and breakfast. The room doesn't have tea-coffee amenities. Not kids friendly - my 10 y.o. son was not allowed in the gym for simple exercises. No kids facilities. The kids menu is unedible - we ordered pasta which was too spicy even for adults. Generally food is not good. I did go to SPA, asked for strong massage, they did very gentle one - so it was just another waste of money.
September 11, 2013
Rated 4 out of 5 by Jetsetter22 Overall, a great hotel and location
The location (Nusa Dua, 20 minutes from the DPS airport) is prime. The hotel has a private beach, and several pools. The spa is top notch. The one area where I would have expected more is from the on-site restaurants. Balinese/Indonesian food is terrific, would be nice to showcase more of it on site!
April 8, 2014
Rated 3 out of 5 by Endless Rooms need refreshment
The rooms needs to be refreshed immediately. It felt damp, the smell of the room was musky and it dampened the mood overall. I was in room on the 2nd floor.
April 21, 2014
Rated 3 out of 5 by Natssant Wasn’t met my expectation
Upon arrival the hotel failed to pick us up from the airport with the limousine we arranged in advance. So we had to ask for help from W hotel staff instead, once we met the staff from Laguna they had denied arranging the limo, as our name wasn’t in the list. He called back and forth with the hotel to make sure we are their guests. This wasted us sometime.
Arrival at the hotel, our booking that had been upgraded to the pool access room as a Gold Member had been downgrade to the original room. The front office manager said sorry many time for those things happened and offered us complimentary breakfast and transfer to the net destination in Ubud.
The property looked a bit tired and really needs some renovation. The restaurant wasn’t that good, breakfast is OK but the seafood buffet offered very limited of choices.
March 12, 2012
Rated 4 out of 5 by Happy14 Good holiday experience
Really good 5 day stay. Rooms excellent and very clean. Butler service excellent. Breakfast choices and quality second to none and the staff there were very professional and welcoming. Pool great, could improve towel arrangements but if that's all I have to complain about I don't really have a problem. Highly recommend this hotel.
March 29, 2014
Rated 5 out of 5 by Christopher2931 Wonderful Experience
From our check- in to our departure everything was spot on.
Check-in smooth and friendly. Rooms spacious and very clean.The best breakfast buffet I have ever experienced. The facilities ( lagoons sun beds towels etc ) all excellent
Last but not least the wonderful smiling helpful staff
Congratulations to the Laguna on ALL YOUR ATTRIBUTES. WELLDONE,!!!
March 22, 2014
Rated 4 out of 5 by Muumykins Fantastic staff, wonderful pools.
Overall we enjoyed our stay, the best part of resort was the pools, we found a little quiet corner to sunbathe. The room was fine, but bathroom looking a little tired. Why only one sink when there us room for 2? The breakfast buffet was adequate, if a little uninspired, we would have liked to see more choice, after 3 days it became quite boring. Buffet dinner was almost the same as breakfast, we normally don't eat out of resorts on holiday, but did so here.
August 12, 2012
Rated 3 out of 5 by tang there is not any apology
we book a kingsize bed room before we go there,actually when we arrived here,the bed is combine with two bed,it just isa two bed room,and the card on table is not our name but some couple others,i and my friend don't understand if this room is ours,if there is no kingsize bed room the hotel someone maybe email us first,fine we decided to go to sleep since it's time o 12PM,but when we go to sleep we find there's some disgusting thing on the sheet，like some sewage or other dirty things i think,so this is the Room Cleanliness of the fivestar hotel?and the hotel someone asked if chang another room for us or we just sleep on this bed,i just cant believe what i just heard, and the time is actually 1AM,for all these things the hotel has no any apology,in fact, the hotel is beautful,but i just dont understand the cleanliness and the management,
October 13, 2012
Rated 5 out of 5 by Tozzie The name is their programm !
The hotel and the beach are one of the nicest places ever seen. Although there are many guests you has the chance to find a quiet place @ the pool area around the whole complex. Staff gives you the feeling as if they all are taking care only on your efforts. You never get the feeling they are stressed or dont like their work. They solve any problem for you 24 hours a day.
If youre interested in comfort in nice surrounding just try this hotel !
July 27, 2012
Rated 5 out of 5 by Adrian262 Friendly staff and excellent gardens,pools & beach area
We fell in love with The Laguna since our first visit in 2004. Nine vists later it always surprises us with new facilities or new initiatives to improve the guest experience. But above all the single biggest factor in us returning so many times is the staff. Many of the staff have worked at The Laguna since it opened in 1991 - their favourite expression to guests is "welcome home" and that is how we feel when we arrive each time at The Laguna.
November 6, 2012
Rated 5 out of 5 by Behnem50y Most unfortunate part of my stay was when i had to say Good-Bye to the Hotel
This was the BEST service of all that i have ever encountered with.
all the way from the very first point of my arrival, with a very pleasant receptionist who checked us In to the bell mans who showed us step by step of the hotel area and things that we should know. to all the staff in the pool, in the bars with their great sense of hospitality makes you feel like Kings and Queens.
I thank all of the staff to make this an amazing and memorable stay for me.
There is nothing that this hotel could possibly need to make a change for good, but just to keep up this great service.
sincere thanks to each and every of the hotel staff special Mr. Purna who made me a great journey, Ms. Putra who Made me feel like home, And finally honor of meeting the great and most hospitalized hotel GM Mr Mark who was present in the hotel lobby and greeting the guests.
April 22, 2013
Rated 5 out of 5 by Una74 Great facilities
Laguna resort is my 2nd home after Jakarta. This year I have stayed at Laguna 15-17February taking my friend from USA to celebrate his birthday in Bali, 21-24th March for my friend's honeymoon and on 30th -1st April for my family gathering. I will always stay at Laguna and always reccomend my family and friend to stay at Laguna. Thank you to the excellent front office Manager, who are very sincere on my last visit with my family.
April 2, 2013
Rated 5 out of 5 by gi123 perfect
lovely place, perfect surroundings
April 17, 2014