We returned to this hotel on 25th September 2017 for 4 nights, the first time since having children. We did not realise how much this hotel is becoming a couples hotel and not a family hotel otherwise we would have never booked it. We loved our first stay back in 2010 as we stayed in a Club Room. Children are not allowed to stay in the Club rooms and children are also not allowed in the new Deluxe Premier Rooms. We booked 2 x Superior Rooms which admittedly was their most basic room but it was the only one that appeared available for children when we booked online. The rooms they gave us were incredibly disappointing! Rooms 114-115 were part of the oldest block which must have been built back in the 1970s it was so old and the worst part was that it smelt of mildew, was filled with mosquitoes and was incredibly dark and not decorated nicely. It was such a jump down from the Club Room we remembered from our first stay. I complained about the room and they moved us to slightly better rooms (131-132) which were relatively newer but still old/ unrenovated / unrefurbished and had a bit of smell about them and they were devoid of decoration and really quite drab. We decided to stay here as we didn't appear to have any other options as the upgraded rooms were for adults only. After a night here we realised the plumbing was not draining properly and we were showering in a bath of water that couldn't get away and they were also mosquito infested. After complaining again, they found some newer deluxe rooms that families were allowed to stay in (127-128). One room had been closed and they were not letting out as it was next to a construction site and the other room beside it had only just come available so although being next to the construction site we took it... it was a work around arrangement and still not very suitable given the construction site and a bit rich to give us this room when they had already blocked it out and deemed it unsellable. The new room was recently built and much more to our taste... we put up with the construction noises. Overall this moving rooms etc really disrupted our relaxing Bali holiday and we were majorly upset by it and we found the staff quite rude... they seemed to blame us for "bringing the kids this time", it was as though families were treated as second class citizens. Out of the 4 pools families could only use two of them as well. And we couldn't get an espresso at breakfast as we weren't in the Deluxe block or the Club block. They seem to operate with first class vs cattle class and unfortunately for us we were lumped in cattle class "because we brought the children this time". There were no pool noodles or inflatables to borrow at the pool and there didn't appear to be anyone taking drink orders by the pool either. The pools are lovely though. The grounds are beautiful but not a thing has changed in 7 years so it is looking a little old. Plantings are beautiful and very tropical. But there was a mosquito problem on the grounds. There used to be live music on the beach but this doesn't seem to happen anymore. The breakfast was ok but not brilliant. The best bits were the pastries. Hot selection was below par. The babysitter was also disappointing as the rate we were quoted was per child so we had to pay double for the two children ($AUD 15 per hour) which was quite expensive for Bali prices.
We won't stay here again with the kids. Maybe at a push if we didn't have a better option and if we managed a kid-free trip.
- Official Description (provided by the hotel):
- The Puri Santrian Resort Hotel Sanur is situated along the coast of upscale Sanur on the tranquil south eastern end of the island. This family owned and operated hotel keeps within the Balinese tradition of warmth and generosity of spirit with our courteous and attentive staff devoted to making your stay with us one to remember ... more less
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- Also Known As:
- Puri Santrian Sanur
- Puri Santrian Hotel Sanur
- Puri Santrian Bali/Sanur