Unfortunately all the pictures and it’s 5 star ratings sell you a lie. If you read the other reviews they similarly mention the outdated rooms but in my opinion I think they are grappling for positives in otherwise what would realistically the biggest disappointment of their holiday and maybe they are not taking into consideration this is rated as a 5 star hotel and a 5 star TUI rating.

This a Sheraton / Marriot hotel owned by a massive corporate which has basically been left to rot.

The pool looks lovely, from the pictures and in reality is a nice place to paddle about, but there is cracked tiles everywhere, the Bali beds are rotten and wonky, all of the beach beds are tired, stained and no covers hide any of the marks that make you question what your sitting on that and with the occasional rain, everything is soaking wet always.

The pool bar had probably the most switched on member of staff, he was very passionate about what he was doing and clearly enjoyed looking after people. The prices while being slightly inflated to those outside of the hotel were not so overpriced they put you off.

Where the whole experience slides off a cliff is everything else. The rooms are horrific. Everything is either bashed, scratched, dirty, moldy, flaking off or broken.

Light switches instead of turning lights off turn some on and others off so your working out how to actually achieve darkness. The mini fridge didn’t work at all. The lights in the mirror in the bathroom were all broken. The bidet leaked continually flooding the bathroom. The shower ran hot then cold without adjusting anything.
The mirrors were all damaged so it was like looking through greasy glasses. It just felt horrible in every way and when you’ve booked a 5 star hotel, travelled all that way and arrived there. Your heart sinks.

Any toilet outside of your room is essentially the same as any toilet you’d find in some shanty street restaurant. Covered in ‘mud’, and stinking of urine.

The staff, while unbelievably friendly and caring completely lacked direction, it’s like the senior members who knew what they were doing have all moved on and now only junior staff who’ve never worked at a hotel remain. They’ll huddle together at the bar rather than remaining attentive.

At breakfast, all of the live cooking stations were unattended 99% of the time, and the food left out and not on ice or in fridges. It just made you feel like you’d be inconveniencing someone to ask them for something you would like. The croissants were stale everyday and a lot of the options were strange breakfast offerings. Vegetable lasagna, pizza? However the waffles and coffee were good.

Conferences held at the hotel also made the vibe feel awful, imagine sitting on a pool bed relaxing in the sunshine leaving your work world behind for a hundred people in suits / work meetings all busy working around you or dominating the restaurants seating.

Of the 3 restaurants, breakfast buffet, pool restaurant and sunset restaurant only 2 are operational. The sunset and the breakfast buffet. The pool restaurant looks derelict, is totally unmanned non existent.

I’m so glad that we only booked bed and breakfast and could essentially leave after waking up to enjoy the beauty of Lombok and it surroundings.

If this was my honeymoon rather than a holiday I would have died inside.

This cannot be classed as a 5 star hotel. I would rate it a 3/5 at maximum

We arrived and we received a welcome drink and all seemed lovely . The toilet in the lobby was disgustingly old and therefore it was certainly not somewhere that felt clean and comfortable. More like a public toilet you expect to find in a beach side cafe. I overlooked this and we checked in to our room. Most 5 star hotels have lifts and staff often kindly transport your luggage but not here. Sometimes a member of staff helped but it was more because they can see someone struggle. The level of staff training is poor and not to the standard you would expect in a 5 star Marriot. We arrived in our room, we didn’t stay long as it felt pretty rank. The bathroom definitely needed to be renovated many years ago. All of the mirrors are blurred, not unclean but the inner layer of the mirror was not reflective any more. It felt more like a Butlins resort at this stage. So we went to the beach. Which was dirty. There’s a river outflow to the left of the hotel which washes into the sea here so it’s not the site to bathe at.

We walked along the beach and walked into town. It didn’t feel safe, many street vendors and locals following you to sell you something, a lot of rubbish everywhere. If your going to go into town - exit via the front gate - here it’s more pleasant.

The beach towels are thin and old . Just invest in some more. Renovate your beach huts as they are all worn and leaking which meant that the cushioning is sodden wet. The level of staff training is poor . Service is not a 5 star . The individuals try, don’t get me wrong . But they haven’t had direction and guidance. It’s very clunky and it really showed since we had just come from an amazing 5 star hotel in Bali.

The pool felt dirty . Black grime all over the concrete statues in the water and edges of the pool just made it feel rather gross.

Stale bakery and bread in the morning isn’t a good vibe . Flies all over the cheese was rather rank - they had a tall fridge which was glass fronted - why not keep it in there? Or use a plastic cover ? Common sense just isn’t applied and therefore it leaves you wondering how sanitary the other food is if this is in plain site.

The photos of this hotel certainly look nice on the website but in real life it’s not as pretty . Don’t pretend to be something you are just not. Maybe 20 years ago it was a really special place but you need to invest.