Sorry, the photo of a cockroach (or possibly beetle, not entirely sure) outside our room is not the main point here, though it did happen and seems fairly common in Indonesia.
The main issue was the service at this property, which was very disappointing overall. The room itself was acceptable to a point, but not what we expected for a suite of roughly 100 sqm. A large portion of it was essentially a balcony without air conditioning, which was not clearly set out in the booking description.
The bigger concern was the staff experience, which was surprisingly poor. Normally, service in Indonesia is very welcoming, but this was the opposite. Communication at the front desk was difficult, even for my wife who is Indonesian. There were repeated mistakes such as luggage being sent to the wrong room and staff coming to our room at odd hours to collect bags without request.
We also had difficulty arranging a suitable sleeping setup for our family (2 adults and 2 children). It took several hours, multiple calls, and a long delay before an additional room was prepared, which was not ready until very late at night.
As a points booking guest (with additional cash paid for a second room), I also felt the attitude from staff was dismissive, with repeated comments implying that because the stay was on points, it was less important. That was disappointing given my status as Diamond Elite Ambassador.
Breakfast service was also disorganized, with multiple staff repeatedly asking how we intended to pay despite breakfast already being prepaid.
In the end, I had booked four nights but left after the first night due to the overall experience. We moved to another nearby resort outside of IHG, which has been significantly better.
I’ve generally had positive experiences with IHG before, but this stay has made me question the consistency of service at higher-tier properties and what should realistically be expected from elite status and Ambassador benefits.
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