Fairfield By Marriott Bali Kuta Sunset Road

I was quite disappointed with my stay, especially considering this is a well-known hotel. The basic standard of cleanliness was not what I expected. In particular, there were visible stains and cleanliness issues in the bathroom, which should be one of the most basic aspects of hotel housekeeping. I was also disappointed with the hotel’s massage service. The massage session was timed using a mobile phone, which did not give a professional impression. More importantly, the massage itself lacked proper technique and professionalism, making the experience far from what I would expect from a hotel of this standard. For a well-established hotel, I believe greater attention should be given to basic hygiene, housekeeping, and the professionalism of its guest services. These are small details, but they have a significant impact on the overall guest experience.

The location is very strategic in Kuta Legian. Close to everything, yet still peaceful. We received a warm welcome upon arrival at the lobby, and the check-in process was fast and efficient. All staff, from the restaurant to housekeeping, were friendly and professional. Special thanks to Mr. Putu and the female supervisor at the front desk who handled our check-out issue on August 26 with outstanding care. Their problem-solving made us feel truly valued as guests. The room was clean with fresh linens and pillowcases. Amenities were complete. The only item missing was a hair dryer, but it was delivered to the room right away upon request. A small note: we noticed 1-2 ants near the table by the kettle. TV channels were not as many as a 5-star hotel, but sufficient for in-room entertainment. For breakfast, the variety was good. A few suggestions: improve the fried rice flavor, the yoghurt was too watery, the plates for sunny side up were too small, and the plastic bowls for chili sauce and soy sauce should be replaced with ceramic or melamine. Overall, the service here made us feel as comfortable as in a 5-star hotel. We will definitely stay again.

One of the best hotel experiences I've ever had. I've stayed at many major hotel chains, including other Marriott properties, but the service here really stood out. Every staff member went the extra mile to make us feel welcome and well taken care of. The hotel is still quite new, and even though the room is not that spacious, but we had a room next to the pool and there's a lounge area outside our room that views the pool. So considering the lounging area outside the room, "our room" is actually spacious. And everything—from the public areas to the room—was spotless. Breakfast had a great variety and tasted really good. The cappuccino was a pleasant surprise: super creamy from the first sip to the last. Would love to stay here again on our next trip to Bali. Highly recommended!

I never write reviews for places let alone hotels but this hotel does not even deserve its “4-star” rating. A family member wrote a review and we received such a backhanded reply from Aries Susanto which was very unprofessional of them. So here is a public review from me. I thoroughly appreciated the staff’s kindness while I was there but no hotel should feel offended by honest reviews. During the stay, we saw multiple small bugs on the floor. Some were ants and others were roaches crawling from outside or the next door. The room we were in had some sticky areas on the table which tells me the tables are not thoroughly wiped after in room dining. The bathroom was dusty and only tidied before we checked in. The toilet was leaking as well. I received room service once and did not feel like they cleaned anything but make the beds. Therefore, I refused room service for the rest of my trip as I felt like germs were only spreading from room to room and towels were being re-used to clean spaces. I also did not appreciate coming back into my room at the end of the night with flies in there — please consider leaving the door closed for cleaning services and not wide opened. Not to mention, this hotel did not have an option for do not disturb. Each morning, I woke up to housekeeping even if it weren’t for us. Things were loud there and I feel like that is inconsiderate for the rest of the guests. Most of the time, housekeeping was whenever they felt like and not a set time because it was different each day. No complimentary water bottles — never seen a hotel do such thing especially, not Marriott. The rooms were not spacious AT ALL, things are NOT how they are depicted on their photos. Please don’t be fooled! I do not think the cleanliness of the hotel is a staff issue as I am aware everyone is well trained but I think this hotel highly needs renovations. Some parts of the walls were repainted which makes me think that there was mold there. If you value cleanliness, please reconsider booking with this hotel. I would like to re-iterate that the staff we encountered were nice but the operations manager, Aries Susanto, please learn how to speak with customers and for the rest of Marriott, reconsider giving this position to someone else more worthy. And for Marriott, you can do so much better.