Intercontinental Bali Sanur Resort By Ihg

Disappointing recognition for an IHG Diamond Elite and Ambassador member Based on my experience, I would not recommend InterContinental Bali Sanur to guests expecting meaningful recognition of their IHG loyalty status. As an IHG Diamond Elite and InterContinental Ambassador member, today I was disappointed by how my upgrade request was handled. My only request was to upgrade to a one-bedroom pool villa. Staff explained that the property is all-suite and that the next category, a sea-view suite, was not available as a complimentary upgrade. The hotel did not proactively offer an alternative. I had to ask whether a paid upgrade to the one-bedroom pool villa was possible, and I was quoted USD 350. I do not understand why the hotel would prefer to leave the villa vacant rather than offer it to a high-value loyal guest who was willing to pay the additional amount. I also asked about receiving the villa for just one night as a complimentary upgrade, but this was declined by the manager. As a compromise, I offered to pay USD 350 for one night if the second night could be complimentary; this was also rejected by him I understand that upgrades are subject to availability and hotel policy. However, what disappointed me was the lack of flexibility or initiative. Every suggestion came from me, and the hotel seemed willing to let us cancel and stay elsewhere rather than explore a way to retain our booking. We were willing to pay extra and spend on dining, so this felt like a missed opportunity to retain loyal guests. After travelling internationally to visit the property, we had hoped for a warmer welcome and more thoughtful service. The arrival experience was also underwhelming: no map or explanation of the facilities was provided, and there is no club lounge. Ultimately, we decided to cancel our reservation, booked a taxi, and moved to another hotel. This was about more than an upgrade. It was about feeling valued and welcomed—and unfortunately, we did not.

From the moment my wife and I walked in, reception greeted us with fresh coconut water and cold towels — a genuinely warm welcome that set the tone. We were even late arriving — after eleven at night — and they still made us feel like the only guests in the place. We were shown to a room that blew us away, with a huge balcony and a massive couch you could fit ten people on easily. The fly screens are electrically operated, with the switch right beside the bed — easy to close at night, and just as easy to open in the morning to let the sunlight in. The bed was beautiful, and the Wi-Fi was 100%. They had a beautiful design made out of the bed for us when we got here, by my request. My wife was so happy. It set a great tone for the whole stay. The cleaners were so kind and helpful in every way. One day I was feeling under the weather, and he did everything he could to help me. They turned down the room every evening and left cookies — a lovely touch. Every morning, two musicians played angklung — bamboo instruments with that beautiful dong sound — right as we woke up. They played again in the evenings around the lounge before sunset. The breakfast staff were superb — you could dine inside or outside, and the outside seating had a beautiful view of the sea. Multiple servers worked the floor, and everything happened so quickly and efficiently. Every single one of them was a credit to the hotel. The pool staff were amazing — I had a couple of chats with them and they were so friendly, genuinely enjoying the conversation with me and my wife. They made us feel very welcome and at ease. The lounge staff were so friendly — we had drinks and food there a couple of times. We went down to watch the sunrise on the beach a few mornings. There’s a lovely restaurant by the beach — part of the resort itself, so the music and dining are all one seamless experience — great music every night. The beach is amazing — beautiful, calm. The bathroom was exceptional, with a shower that was genuinely special, and my wife took a couple of lovely baths. At night the resort is wonderfully quiet — Sanur’s a calm area, so you actually sleep. As a Diamond Elite member, I’ve never felt as special at any of the IHG hotels as I did here, and it’s all down to the staff. Reception arranged a driver named Oka, and he was one of the best parts of the trip — he took us to a couple of places we wanted to see and was absolutely amazing. Late checkout at four o’clock, no problem at all. Even the door staff with their little buggy, ferrying you up and down to the security gates — though it’s only a sixty-second walk if you prefer. Bali will always have a special place in our hearts

This is more like a 3 star hotel than anything else. The main resort is lovely, its got so much potential but really does need a revamp! For starters the pool is not well cleaned as well as some of the wooden planks on the platforms for sunbeds being so old, worn and broken than ur foot can flip them and go through some holes. Moving on to the villas, I have mixed feelings. They are very spacious and way larger than I had expected which is amazing, however the actual state of the villa is completely different. The doors behind the curtains were completely unlocked with gaps, even when shut, that were as large as a hand. Unfortunately due to this I did get bitten 15 times which is kind of insane! 😂We had stains everywhere from the floors to bedsheets and even a large hand print on the window which was never cleaned. The overall feel of uncleanliness made you feel uncomfortable to really touch most things. The pools that it comes with have mold on the walls around it making it feel unsafe to use. My final note is the noise. Our villa had noise all night whether that be birds or a weird metal noise all night long which made us unable to get any sleep and unfortunately cutting our stay short by three nights due to them not being able to relocate us. Additionally, the service was questionable. It seemed to be VERY unorganised as if none of the staff really knew who was in charge of doing what. For example, ordering food at breakfast was sent back multiple times both mornings for messing up the orders or food and drinks for being forgotten. However, the staff were very helpful, active and friendly but just seemed very unorganised. The hotel itself, however, is located well, there is a lovely beach with a free turtle rescue centre five mins down which is amazing to see. Also the surrounding restaurants are amazing, would recommend the greek! The management staff were very good at dealing with our issues with the hotel. They were very quick to aid us in finding another hotel to go to and organised a team to investigate as soon as we reported any issues with our villa. They have also very swiftly aided us in getting our refund back and offering all help to do so which is really good! Overall, I wouldn’t recommend staying here if you want a luxurious stay. I can imagine that 10/20 years ago this was a very good hotel but they have neglected looking after the place properly. However, I will say that the staff and management are very lovely and helpful but the food service team needs more organisation.

Really disappointing stay. Me and my Fiance have stayed previously 11 nights at IHG in Hua Hin Thailand and were very pleased and impressed with the quality, standard and service. This location did not meet that standard. We booked the Spa room for 1 night, the reason being we are traveling home to Norway tonight which is a 22 hour journey and we wanted to freshen up before that. The only reason we booked the Spa Room at IHG Sansur was for the large bathtub and large shower, simply to feel fresh before the long trip. Hotel grounds are beautiful and nice, very nice vibe and interior. My Fiance was extremely impressed by the sheer size, scope and quality of the room which to her who has not travelled that much felt like a palace. We started our stay by eating dinner at the main resturant Layang at the hotel. Food was definition of just okey, not bad, but certainly not good either and has great room for improvement. Service here was also pretty bad. Me and my Fiance were one of 5-6 tables in the entire resturant which I guess has close to 100 tables. Regardless of this after finishing the food, no one from the staff came to check-in on us. We sat for a good 40minutes after finishing the food with not a single soul coming to clear the last plates from the table, asking if we wanted any dessert og more to drink. I went into dinner thinking dessert would be great, but with how slow service was we decided it was not worth it. Even with this, I still had to get up, walk across the resturant to find staff to request the bill. Considering the service in the main resturant we instead decided to order dessert to the room, thinking we could do a little date night eating dessert and taking the planned bath in the huge bathtub which drew us to the hotel and room. We both ordered the chocalate fondant which is a dessert we love but was met with a piece chocalate cake, not the fondant we were expecting and hoping for. Cake was okey, again not bad but not very good either. After this, we wanted to take a hot and nice bath. Bathtub at the spa room is one of the biggest I have ever seen in a hotel so this was to be the highlight. Clock was around 21:00 in the evening at this time (for later note). We started to tap the water in the bath but something was off, the water was definition of luke-warm. Not cold, not hot, luke warm. We thought it would get better giving it some time, but after filling half the tub it was the same temp, and we decided not to take a bath since too cold. Not at all the hot bath we expected, booked and planned for. Got in the huge shower, same issue there. A borderline cold shower, not hot at all. Being extremely dissapointed at this time and the main point of booking the hotel ruined, I decided to call the front desk (around 21:40) to let them know we had no real hot water. The front desk told me they would check with maintanence and called me back 20min later saying they had an issue that would be fixed and I should wait 1 hour. I received a whatsapp message from the hotel at exactly midnight (00:00) saying the issue was found and handled, but other than a "sorry" from the staff, nothing. Woke up the morning after (very nice and good bed) to do the breakfast. Coffee at the breakfast was very bad, one of the worst we have had the entire 2 month Bali trip. Tried both Long black (iced) and Cappucino, both were not very good. Food selection was ok, not very impressive but not very restrictive either. Went back to hotel room, checked the water, same thing as last night, still not warm... Went up to the lobby to complain about the water situation and how it made the trip a lot worse. Was again offered an appology, but nothing else, no late checkout, no nothing, just a "sorry that happened" even though that really worsened our stay. Staff are friendly, will smile, say hello etc, but in terms of getting anything done, the service is pretty bad from our experience. Maybe the most disappointing hotel stay of my life and as an IHG member this left a sour taste in my mouth.