Ayana Resort and Spa Bali

Swimming pool, breakfast, and the staff members are ftiendly

Having heard so many good things about Ayana from my friends and colleagues, I thought I would give it a try. At the time of arrival, I was really amazed with how friendly and how organized the check in process was. We almost felt like we were Vip guests. The friendly lady (Venica) at the reception desk was so kind to upgrade our room to the Villa. but ... our VIP experiences just went downhill from there. 1. Dust - The moment we arrived at the villa, we directly noticed that it has not been occupied for some times. The bed was tidy, but it was dusty. The furnitures and pillows were also quite dusty. 2. Broken furnitures - We walked to the bathroom and the wooden door handle just fell off. We saw that it was just glued quickly to the door and it was not even the correct door handle. Up to this moment, we just accepted the situation and didnt want to make it a big deal and went straight to the rock bar and followed by dinner at the Sami Sami Restaurant. 3. But to top it up, at around 23:00, as we were ready to go to bed, we saw lots of dead insects and insect coccons on top of the four-poster bed. This kind of investation is not happening within days. (more pictures are available upon request). This is where we called the butler immediately and asked him to do something. Two staffs came immediately and cleaned up the bed. During the check out, we were helped by Venica again and we addressed all problems that we experienced during our stay. She was really attentive and apologize to us about the discomfort. She offered free transport to our next hotel as a token of attention. I was actually quite surprised that the duty manager did not come out from his/her office to talk to us directly considering that these were quite serious problems especially for such a great hotel like Ayana. I would like to have a follow up response from the manager about this complain.