The Apurva Kempinski Bali

Our recent stay at The Apurva Kempinski Bali was unfortunately one of the most disappointing luxury hotel experiences we have had. We arrived at around 2:30 PM and waited until approximately 3:40 PM before being able to access a room. During this time, we approached reception several times for updates. While the receptionist initially responded, we were later simply told to wait for an email confirmation and show it to staff once received. This felt unusual and far from the proactive service we would expect from a five-star hotel. When we were finally escorted to our room, we discovered it had been prepared with twin beds despite our confirmed request for a king-bed room. Even the staff member accompanying us appeared surprised. We were informed that the issue would be investigated, and later received a call advising that a king-bed room was available two floors above us but would not be ready until 8:00 PM. As compensation, we were offered complimentary cocktails at the Cliff Bar until 10:00 PM. However, upon arriving at the bar, we discovered it actually closed at 7:00 PM. This only added to our frustration, as it seemed no one had verified the information before making the offer. At around 6:30 PM, we again checked with reception regarding our room status and were told it was still not ready. Rather than providing a solution, we were asked whether we wanted a dinner reservation for later that evening. We ended up having dinner while worrying whether we would eventually be able to move into the correct room. At 8:00 PM, we returned to reception and shared our concerns with another staff member, who escalated the matter to the duty manager. To his credit, he listened to our feedback and offered several goodwill gestures, including lounge access, breakfast, cocktails and eventually airport transportation. However, as we were staying only one night, most of these benefits had limited value. We were then told to wait while arrangements were made for our room transfer. By 8:20 PM, nobody had arrived, forcing us to call reception once again. Finally, at around 8:30 PM, the duty manager personally escorted us to the new room, which turned out to be an upgraded room with a private pool. While we appreciated the upgrade, it was difficult to enjoy it after spending almost six hours dealing with delays, room allocation errors, poor communication and repeated follow-ups. The issue was never about receiving extra benefits—it was about receiving the room we booked and experiencing the level of service expected from a luxury hotel. To the hotel's credit, the upgraded room made the remainder of our stay more enjoyable, and our second day was much better. However, the first day was so poorly managed that it significantly impacted our overall experience. Mistakes can happen at any hotel, but what defines a true five-star property is how those mistakes are handled. Unfortunately, on this occasion, The Apurva Kempinski Bali fell well short of expectations.

Very good hotel, very good infrastructure.a hotel full of facilities and wonderful people working there as well.

Very scenic view and lovely stays. The food of restaurant is very nice. Kids friendly. The pool is very big. The beach is very clean. The pool of my cliff suite room is very cold. There is no temperature control for the water.

Great facilities. Staffs are friendly and attentive to our needs. Thank you for your hospitality. Will definitely come back in the future.

Amazing place, good facilities and the place to book if you want to pamper yourself. Was very lucky to be upgraded