Disappointing Presidential Villa Experience
We stayed at Hilton Bali Resort and booked the Presidential Villa, expecting a luxurious and seamless 5-star experience. Unfortunately, our stay began with major disappointment and frustration.
When we arrived, the villa — the most premium accommodation at the resort — was not ready at the guaranteed 3 PM check-in time. Instead, we were placed in a small temporary room and could only access the villa at 9 PM, by which time our children were already asleep. We had traveled from Singapore as a family to enjoy the private pool and relax together during the day — and that entire first day was lost.
To make matters worse, the A/C in the villa wasn't working properly, and technicians had to come in and out, further affecting our privacy and comfort. The resort also had a serious mosquito issue, even indoors, which was especially unpleasant for our kids.
What was most disappointing was how the hotel initially handled the situation. They first offered only a shuttle service to dinner as compensation — for hours of delay and missed experience in the most expensive villa on the property. It took multiple discussions and strong follow-up from our side before they offered a 50% refund on the first night, complimentary dinner, and spa treatments.
While we appreciate the eventual gestures, the fact that we had to push for basic accountability at a 5-star Hilton resort is deeply disappointing. The value of the first night was never delivered,