The last time. Stayed in W Bali was 3 years ago and during Naomi’s birthday too. After that, I stayed in other hotels because the I wanted to try new hotels and also because the rate was too expensive for W Bali. But this trip, which I booked last year, I got a good rate for 4 nights including tax hence I returned to stay in this hotel. As mentioned before, I was supposed to travel in Dec 2017, but due to volcanic ashes issue I had to cancel my trip and changed it to this recent trip.
And by far this recent stayed was the best experienced I had. Their service level were up 2 notches and I’m impressed. During my stayed, I dined in the hotel most of the time as I was too lazy to go out mainly because the traffic jam was horrendous. I didn’t want to sit inside a cab and get caught in traffic jam. So I dined in. On my 3rd night, I dined at the Starfish restaurant in the hotel. I ordered 1 of the signature dish and a glass of red wine. The red wine was decent. I liked their peanut and prawn crackers and requested for it. Even though they didn’t have it at the restaurant, they got it for me from the room service side which I was very appreciative of it. When my mains course arrived, a fusion Kung Pao chicken noodle, I was disappointed with the food as the noodle was overly cooked, too much sauce hence the chicken meat were salty. The portion was small for the price they charged, but it was ok for me as I don’t eat a lot. But the taste wasn’t good.
As I was contemplating to complain or not, the manager walked up and asked how was my food. So I gave him my honest feedback. He offered to redo a new one for me and I told him I was full already so didn’t need him to replace for me. The he insisted to give me complimentary dessert and I wanted to reject, but he insisted so I agreed. On top of that, the red wine and coffee I had were on the house too. I was very impressed by his gesture because he didn’t had to give complimentary as I didn’t ask for it. So this showed they were serious about improving.
Another incident that made me impressed with their customer service level was about the linens. On my second and third nights, I was having trouble sleeping because the bed linens were coarse and rough due to too much detergent hence my skin reacted to it. My skin felt so itchy the whole night and I had trouble sleeping. The third night was the worst. I didn’t fall asleep until wee early morning hour and was woken up by two loud bangs that made my heart almost leaped out of my chest.
This time I decided to complain as it was disturbing my sleep. I seriously didn’t know how they were going to solve the bed linens issued as they wouldn’t know which linens I wouldn’t be allergic to it, but somehow they managed to change to one that was soft and my skin didn’t feel itchy at all. I slept very well last night. I think it was by sheer luck, but nevertheless I was impressed especially when the Director of Rooms came up to me this morning as I as checking out to apologise and told me they were looking for me yesterday as they wanted to get me to switch room. Seriously, I didn’t expect that such a trivial issue was brought to the attention of the Director of Rooms. We chatted for a few minutes as my taxi was waiting to take me to the airport. Told her I had a wonderful stay and will definitely return again. She gave me her name card and told me to drop her an email the next time I want to return as she noticed I had stayed at W Bali a few times. I told her I will.
Aside from the customer service, they also did a good job in the maintenance of the hotel. It isn’t old and run down. For a 7 years old hotel, the wear and tear conditions aren’t obvious. Kudos to them for able to keep the hotel in an excellent condition. And also for training their staffs to be so responsive and attentive to their guests comments and feedback. And for going out of their way to make my stay as comfortable as possible. They all looked really happy in their job and able to communicate in English.
By far, 1 of the best W hotels I had stayed in before. W hotels in Europe were the worst in customer service. In USA, I haven’t try before so until I try I won’t be able to give my review.
Oh almost forgot to share – on my arrival day, the guy who carried my luggage to my room noticed I had a bad cough. He suggested to bring me lemons and honey without me asking for it. He even told me they have an in-house doctor if I need to see 1.
It was a good break and a happy stayed at my favourite hotel. Highly recommend. Book a deluxe sea view room. You won’t regret it.