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Reviews (3,687)
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Reviewed 13 February 2012

The Laguna is one of the oldest hotel in Nusa Dua. It is well maintained so the age doesn't show that much.
Pickup from airport was smooth; checkin a bit long though. As Starwood Platinum member I am used that a key is already prepared.
We got an upgrade to a suite, which was convenient as we have a baby; so he can sleep in the other room. What was not so clever about it, was that it was on the ground floor and there were steps from the entrance down to the living room and from the bedroom up into the bathroom; not a good idea for a toddler. we had to watch him permanently. as we only stayed two days ( we had been in Bali a couple years ago and were so disappointed that we didn't wanna return. well, we went to Lombok instead (read my review on Jeeva Klui) and had to spend 2 days in Bali as there are only 3 flights a week with Silkair to Singapore from Lombok). we were offered an upgrade to seaview suite against surcharge, but for 2 days no point.

We had booked a baby cot in advance ("pls make sure it is in room upon arrival") as well as airport pickup (including baby seat - against a surcharge - never happened before); nevertheless, we got another request for this a day before arrival. so we confirmed again. Reservation supervisor Mr Luh Putu confirmed again that everything is in order and baby cot will be in room. Well, it was not in room. We immediately claimed it, waited 20 min., nothing happened. It took us 2 more calls to finally get it. If you have a toddler that you wanna put down, this sucks. in addition, our keys didn't work. but the gentleman who had showed us the suite and promised us new keys, didn't show up again. took another call. together with slow check-in, not good service.
best Starwood check-in ever happened at Sheraton Sanya. Upon arrival by airport pick-up we were immediately brought to our room (with a baby cot), only handed over the passports that were promptly returned. they didn't even need the credit card as they used the one in my SPG profile. great!

Buildings with rooms are set quite back from beach, so I do not know if there is any real beachview room, even from the top floor. see pics
Large pool area. water quality not too great. nice lounge day beds (need to be booked)
Beach is ok, nothing special. water quality mediocre, plenty of sea grass and rubbish. you can only swim 30 m out. In fact, I do not know why people fly so far for such beaches. you get way better ones in many other places, e.g. Boracay or small islands in Thailand
Bed was ok, but still way below the quality of a Westin heavenly bed. No coffee/tea ,water heater in room. Complimentry water bottles are made of glass. be careful when opening, as bottles are cheap and neck may break. I nearly swallowed a large chunk of glass - see pic!

I guess we also got breakfast for free because of Platinum status, so USD 180 per night was quite cheap. In fact, given the many chinese tourists, they seem to sell rooms quite cheaply anyway.
Food is very expensive though, we ended up paying another 200 USD a day.
Breakfast is mediocre. Standard fare, only one cook for egg station - quite overwhelmed.
NO fresh juices. Bread choice is limited. Cheese/cold cut selection looks dubious. mounds of overly deep fried bacon, etc.
Some fruits were not ripe/not seasonal, thus no taste.
We had lunch and dinner at Anwara. nice setting. food is expensive though, but mostly very good. quite sophisticated. sometimes even too much. e.g. fish drowned in sauce.
hands off the BBQ! everything tastes charcoal. considering that they grill every evening and are in steep competition to the Jimbaran seafood stalls (way cheaper), you'd expect much better. in particular, a gas grill...
wine prices are extreme (generally, prices are high in asia due to high import duties); cheapest bottle (8-10 dollar worth Banfi, Casilera del Dueblo) at USD 100!!!
a glass of Blue label at USD 50 is also very extreme.

The Laguna is part of "Starwood, the luxury collection"; well, it is not.

  • Stayed: January 2012, travelled with family
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2  Thank travelwithkid99
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
thelagunabali, General Manager at The Laguna, a Luxury Collection Resort & Spa, responded to this reviewResponded 23 February 2012

Dear RolandShanghai,

Thank you for taking the time to sharing your recently experience at The Laguna on Tripadvisor.

While you seemed satisfied with the Resort maintenance in general, pick up service from the airport, our large pool area, the lounge day beds and our Arwana Restaurant, I notice that you indicated dissatisfaction and disappointment with the arrival experience, the Suite assignment, the readiness of the reserved baby cot and its slow follow up, the pool water quality and the breakfast quality as well as our BBQ dinner.

I would like to take this opportunity to apologize for a less than perfect experience and assure you that your feedback has been well noted and shared with the department heads concerned to follow up with the team in an effort to improve our product and service standard.


The rooms and suites of The Laguna Resort and Spa have two kinds of view which are garden view and lagoon view, none of them have beach view. Coffee making facilities in the room are available free of charge as another option to the 24 hour Butler Service available with coffee and tea service, should guests prefer to prepare ones by themselves in the room. I apologize that this may not be well communicated to you during your stay.

We certainly acknowledge your comments regarding our food & beverage pricing and we are pleased to advise that we also have very competitive alternatives available. Especially the buffet lunch and dinners at Banyubiru are very competitively priced and offer different options, such as a choice of a full hot & cold lunch buffet or cold section only, which includes unlimited salads, appetizers, sandwiches, sushi & sashimi and cheeses for as little as Euro16 or GBP14 (based on current exchange rate). Although the 5 star hotels in Nusa Dua are often compared to the nearby stand alone restaurants and even famous Jimbaran Seafood Market, it is obvious that there is a large difference between the two locations in regards to the cost structure of operating a food & beverage venue in a 5 star resort within the prime Nusa Dua beachfront location or operating a facility in another area.

In closing I would like to thank you for choosing The Laguna Resort & Spa, Nusa Dua, Bali. I hope I will have the opportunity to welcome you back to our Resort on your next visit to this Paradise Island.


Best regards,

Mark van Leeuwen
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 February 2012

We had a lagoon view room and paid A$185 with breakfast
We have been to Bali many times but this is the first time we have stayed at Nusa Dua.
Pros
Beautiful big room with lots of Balinese character - good big bathroom
Lovely views of the pool and gardens form our room on the top floor
Comfy bed with good bed linen. Great TV
Stunning foyer, grounds and public areas
Good quality breakfast - choice of 2 restaurants - we liked the beach side one - very chilled with a gorgeous view
Lovely clean beach
Friendly staff
Very well run hotel
Pros
None really - but we generally prefer smaller hotels
The man at reception who checked us in was very pushy and tried to get us to upgrade to a suite for a ridiculously large a mount of money - I had to work really hard to fob him off - it was all a bit uncomfortable. If we wanted a suite we would have booked one !
We will definitely consider this hotel on our next visit

  • Stayed: January 2012, travelled as a couple
    • Value
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3  Thank MickiAustralia
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
thelagunabali, General Manager at The Laguna, a Luxury Collection Resort & Spa, responded to this reviewResponded 21 February 2012

Dear MickiAustralia,

Thank you for staying with us in January 2012 and sharing your experience on Tripadvisor.

It is pleasing to learn that you had a most relaxing stay at The Laguna on your holiday and that you enjoyed the hotel ground, the facilities and services we have to offer.

I am concerned to learn that you had a less than perfect arrival experience in regards to our team’s effort to offer an accommodation upgrade. I wish to reassure you that this is not at all reflecting our normal service standards at The Laguna and as a result of your constructive feedback, additional refresher training has been scheduled and several discussions and meetings were held to ensure that our team are fully aware of how they made you feel.

Otherwise I am happy to hear that you will consider staying with us again on your next visit and on behalf of The Laguna family, we look forward to welcoming you back in the near future.


Best regards,

Mark van Leeuwen
Hotel Manager

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Reviewed 8 February 2012

I have to admit that with all the positive reviews for this hotel, but few mentioning that they were travelling with young children, i was a little apprehensive and anxious about what the hotel would be like.

In short, the Laguna hotel is a well presented, nicely situated hotel that blends the islands old world charm of yesteryear, whilst still providing all the amenities and services yo would expect of a 5 star hotel.

staff:
The service and friendliness of the staff was great, especially since we were travelling with two young children (one 3 and one new born). Often the staff would not only see if we were okay
but also make very friendly conversation with me and my family.

food:
in a word, excellent. Buffet breakfest was included in our package and i must remark that the offering was diverse and tasty. I only tried the buffet lunch by the beach once and i must admit, for 195k is excellent value and pleasant as well. Although i never tried the dinner im sure it would be great as well.

Amenities:

For a young family like ours, this is the one area i was worried about priot to checking in. the place, however, provided everything I needed for the trip - the pool was huge as it wraps arind the whole hotel although we stayes much of the time at the main pool as this was very conveniently located right by the cabanas which (at 220k per day) is a must. its also right smack next to the beach and kiddy pool as well.

The beach also was pleasant and clean. the water is very flat so great for just chilling out and for kids as well. People go on About the hawkwers but always remember that this is Indonesia and there are literally millions of people trying to eek out a living.

location:

I wont comment on nusa dua itself as before staying here i knew that its the area where alot of the old 5 star hotels are so alot quieter and not much to see and places to shop/ eat compared to places such as seminyak or even sanur.

Having said that, the hotel itself must be one of he best situated as its in the lagoon right next to west inn and melia so the beach is quite nice and you can walk along during the day or ride your bike. The beach doesnt have pristine sand of say the st regis hotel area but that an isolated area section of nusa dua so i would rather be here.

Look, all in all, this hotel is very good and caters for all. If, however, your after a brand new hotel with a super modern feel, this isnt for you. The hotel itself is prob from 20 years ago, but even after obvious renovations, it still feels like abit of old world paradise!

tip: for a good place to eat and not too far, try "the tavern" which is before the pillar entrance of nusa dua. great food and cheap! the nasi campur here is a must! (im half indo and my wife is from bali so she knows). even the western food is good as owner is german

  • Stayed: February 2012, travelled with family
    • Value
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5  Thank lovetotravel79_11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
thelagunabali, General Manager at The Laguna, a Luxury Collection Resort & Spa, responded to this reviewResponded 21 February 2012

Dear lovetotravel79_11,

Warmest greetings from The Laguna!

Thank you for choosing our Resort as your preferred holiday destination. We are pleased to know that you and your family had a most enriching and distinctive experience with us and that our team looked after you very well.

We look forward to welcoming you and your family back to the warmth and indigenous hospitality of The Laguna and to ensuring your next stay with us is once again an enjoyable one.

Best regards,

Mark van Leeuwen
Hotel Manager

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Reviewed 8 February 2012

We ended our Bali trip at The Laguna in Nusa Dua and it was fantastic! What a great hotel. It was clean - the staff was wonderful. There are 7 pools! This is the place to stay if you go to Bali. The restaurants were great too! The beach was super clean and the water was great (this is important because the beaches in Seminyak were disgusting - completely littered with trash).

Our room was very nice with a lovely balcony overlooking their waterfall. The bathroom was a great size and well appointed. We debated between The Laguna and The Westin (both Starwood properties) and we're glad we went with The Laguna. We didn't see The Westin's rooms so we can't compare, but we did look at the pool and outside areas of The Westin and The Laguna is definitely nicer.

We would definitely recommend this hotel. There wasn't a single minute we didn't enjoy here.

  • Stayed: January 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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1  Thank Melissa L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
thelagunabali, General Manager at The Laguna, a Luxury Collection Resort & Spa, responded to this reviewResponded 9 February 2012

Dear Melissa L,

Thank you for sharing your recent experience on Tripadvisor.

I am happy to learn that you had a most enriching journey with us here at The Laguna and that you both enjoyed the facilities and services that the Resort has to offer.

On behalf of The Laguna Team, we look forward to welcoming you both back once again to experience our warmth and indigenous hospitality in the near future.

Warmest wishes,

Mark van Leeuwen
Hotel Manager

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Reviewed 29 January 2012

it was the most amazing experience.......we went there for our honeymoon.....and believe me there is no other better place to be........wat a resort wat service,wat room,wat food,wat pools......and the best part is the beach............love the feel of being alone.....u feel the the resort is all urs coz u dont bang into people........the landscaping is so good that u never feel the crowd.i must say people who have sed that it was a bad experience i think its their fault.......they should have just once asked the staff to rectify the problem nd it would have bin done in seconds........for not speaking up u cant blame the resort....hey u all going to bali do visit the laguna.............loved it.

Stayed: February 2011, travelled as a couple
6  Thank ChefRadhicka
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
thelagunabali, General Manager at The Laguna, a Luxury Collection Resort & Spa, responded to this reviewResponded 1 February 2012

Dear ChefRadhicka,

Warmest greetings from The Laguna Resort & Spa, Nusa Dua Bali!

Thank you for sharing your enriching experience with us in February 2011. I am happy to hear that you enjoyed the resort grounds, its facilities and services and that our team looked after you very well.

We look forward to welcoming you back to the warmth and luxury of The Laguna in the near future.

Best regards,

Mark van Leeuwen
Hotel Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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