Hanging Gardens of Bali

The only amazing thing in this hotel is the pool view, people saying that this is a perfect hotel have no experience in luxury hotel I think, when you pay $700/night you expect wow wow, but not at all the room are full of different insect FULL, the excuse will be you are in the Jungle, well if your hotel is 5 stars you take care of those details. My wife has been bitten probably 10 times the whole night The hotel is really far from everything I am so happy we stayed here just 2 days. Let's clear thing this hotel is NOT IN UBUD, But 50min from it, meaning far from all the activity. The food is really over priced and when it come to the breakfast everything take so long I request a expression they took 30min to bring it and tell me sorry for the wait, again when you pay $700/ night you expect PLAZA ATHENE service and food the breakfast was so poor my crepe were completely burned out. No privacy in your villa every body can see you I was so chocked we want it some privacy in our pool but just forget about it. To finish the noise in the room is Horrible there is so much noise I didn't sleep the whole night. To resume nice picture at the pool that's all.

I dont know how to start. I am a Travel Agent. I booked 2 rooms for one of my client through a b2b hotel booking portal. The rooms were booked well on advance of the check in date which was 1st August 2017. As a standard policy we sent an email to the resort to reconfirm the booking but we didn’t get a reply. Whenever a client of an agent on behalf of the client sends you an email to reconfirm the booking and hotel confirmation number it is done by all hotels since it makes the check in process easier for the client and the hotel. Any how we kept sending reminders to the reservations team at the hotel but no reply and absolute silence. Since we didn’t get a reply it raised some red flags so we decided to call the hotel as the check in was just after 2 days. To our surprise the reservation staff at the hotel said very casually that they had regretted the booking and already informed our agent hence replying to our email was not deemed necessary. I was extremely surprised with their reply as this has never ever happened in the past with any hotel chain. As soon as I got off the phone I rushed to their website and was very surprised to see the rooms were available but obviously they were being offered at a very high rate then what I had booked. After getting a nasty reply and nothing but a mere sorry on the phone we started to look other websites on which the hotel was available. To our surprise we found that all B2B hotel booking engines were giving availability for the specific rooms at lower prices then what resort was offering on their own website. We had to rebook the same resort since my guest insisted to stay at this resort only so we took a leap of faith and made booking through two of the most reliable agent hotel booking portals (obviously had to book from them since they were offering lower rate then what the website was selling for) As soon as we made the booking we sent an email to hotel to reconfirm booking. Yet again the the hotel didn’t fail to surprise us and as per normal practice of the hotel reservation department didn’t bother to reply to any of our emails. Finally it was the Day of Judgment and my client reached the resort. As per him the lobby of the resort looked like an overcrowded airport terminal which is going through an emergency of multiple flights being cancelled and all passengers stuck at the airport terminal. It was all clear then. We quickly realized that the hotel had over sold the rooms and since no rooms were available they were trying to give one excuse of the other to most of the guests who booked through third parties at lower rates and preferring only those who booked at higher rate from their own website. Anyone and everyone who had third party vouchers were being pushed out to other properties nearby. Same was done to my client. Initially he was served fresh juices on arrival and once he started to get comfortable and wait for his check in he was told that the resort was shifting him to a different property. My client is a regular traveler so he knows how to react in such a situation. He insisted on meeting the duty manager of the general manager of the hotel. After an hour long wait a lady who goes by the name of Ms Norilza came to meet him. She introduced herself as a relationship manager at the resort. She brought a lot of paper work with her and started blaming our company for the blunder. The client got furious and made a call to our office. He insisted that I talk to this lady to clear out things and I obliged. We talked for about 10-15 mins and she apologized for painting a wrong picture and for blaming their own fault on our company and she said that she will try to accommodate our client in one way or the other at the same property. My client kept his calm and waited for another half an hour just to learn that he was being shifted to a different property for 1 night (His total booking was for 2 nights). This was a point there was nothing that could have been done to salvage his trip and in the end they moved him to a different property after wasting his 4 hours or so. BTW just so you know he had 2 infants with him on the trip so you can imagine his pain of check in and check out and the long wait. The story doesn’t end here. The lady who goes by the name of Ms Norilza refused to give her card to the guest. We wanted the card so that we could launch an official complain with her against the people who were responsible for such a blunder. Anyhow I managed to get a few email addresses of the search engine and started sending emails to the hotel. Initially a nice lady who goes by the name of Ms Natalie started replying to my emails where as Ms Norilza and the General Manager of the resort never bothered to reply to any of the email or give a courtesy call to me or the guest. After a few email even she stopped replying to my emails and phone calls and since the past 1 week it has been absolute silence. So, If you want to have a nice vacation just think twice that spending USD 750-800 per night for a basic room at the resort is worth all this hassle. I would never again book or recommend this resort to any of my guests. Bon Voyage!

We sent two nights at the Hanging Gardens in Ubud. It was beyond expectations! Starting from the the room decor, to the exquisite food, the mesmerising view, the fantastic customer service, there was nothing to complain about. They offer complimentary breakfast and tea time. They have a great selection of fresh and healthy food. Overall a paradise hotel and we will definitely come back :-) THANK YOU Hanging Gardens!!!!

Make sure before you book your stay there, you find out if they have found a chef. When we was there, there was no chef and the food wasn't good. The views are nice and the pool is amazing so that makes up for it I guess!

The swimming pool is why we came here and the vista does not disappoint. Unique. Day and night it adds a magical touch. In the evening the whole area and up to the restaurant is festooned with small candles adding to the romantic feel. The food selection is good and can cater from everyone from a foodie to one just needing a burger. The villas are perfectly well equipped, although the floor boards are a bit creaky, and I nearly went flying with the bathroom floor towel on the polished wood. The wifi was free and reasonable, and the staff very attentive. It is well worth walking up to the temple on the otherside of the valley – it can easily be reached in 20mins but take the hotel supplied sarong to cover your legs when there (men and women). We did not use the spa but can well appreciate that if massages are your thing it is ideal. We had a car and driver organised for 4 hours to take us out – Great value at about €35. The paddy field terraces were over commercial and full of tourists, but Ubud was bustling and interesting (but full of tourists).