Hilton Bali Resort

Good I

very nice

Our 2 years old son’s arm was broken having had the nightstand in the room fall over on his arm on 4th April. Unfortunately, we experienced the worst services of a 5-star hotel when this accident happened. We would never recommend this particular hotel to anyone due to how this was handled by staff and duty management. It mostly reflected on the hotel name and reputation where it looked like the staff were not properly trained to be in the hospitality business. Even more so with the hotel managers on duty having shown zero empathy and demonstrated bad attitudes towards their customer. We share our story below: when the accident happened, we got zero help and guidance about the hospital around the hotel and no nurse/doctor in hotel offered to check on my son. no hotel staff cared about what happened, we had to search the hotel ourself when we needed to focus on our son. We carried our son to lobby, my son was still crying hard, I couldn’t locate a taxi from Grab at that peak hour, we went to the concierge, and a staff said he can send us to hospital, no other staff offered helped or asked whether we need help even it was obvious our son was crying and we need some help. The concierge staff sent us to hospital and left. We expected a hotel staff should be there with us throughout the hospital visit. My son was diagnosed with a fracture on his left forearm and his arm was put in a cast. That night, I called the hotel frontdesk to ask for help to find something to cover my son’s cast from water while showering, operator told me there is no plastic in the hotel. Later that night, client relations officer came to our room with a huge food wrap and tape and ask us to try. We did not get any proper solution or offered help to consult a pharmacy. My son had fever but hotel did not offer to send a nurse to check on him. We questioned about the safety measure in Hilton Bali, how can a marble nightstand fall by the hand of a 2 years old boy that easily? there were no answers from the hotel. We went to the frontdesk, the duty manager accused us “why did it happen, you did not watch your own kid?” I was very angry of such unacceptable commnet from her and said “ hotel should provide safe environment to all the guests and Hilton Bali stated it’s a family friendly hotel, we were in our own room, we are not supposed to watch my son every single second. The real question here is why a marble nightstand can easily fall over by the hand of a 2 year old boy so what’s the safety measure here?” she avoided to answer my questions. She then called another “duty manager”, he came with an attitude, and called a security guard to stand next to him. I repeated my questions to him and mentioned this service level is nowhere near a 5 star hotel, he ironically laughed and said “ didn’t we send you to hospital?” I responded “we had zero guidance from the hotel and found the hospital ourselves, no one offered help until we couldn’t get a taxi at that time!” he said “ there is nothing we can do now.” I asked to speak to general manager and legal team, he said none of them is there in the hotel and I need to email them instead. We felt these two Duty manager are extremely unprofessional in dealing with such situation, they showed zero empathy and zero compassion towards us, again it shows the poor service level in Hilton Bali as such people can seemingly be appointed as duty manager. An additional note, the kids club is poorly maintained, it smells like pee the whole time and all facilities/toys are wore down. The pool water is very dirty. The food in Hilton is terrible, 5 out of 7 steak selection are always out, so you have to choose the most expensive 2 type of steak, which I did on my first night of arrival, the wagyu steak tasted like overdue meat. I even found a rotten garlic in my pizza.