Definitely the friendly staff, which was doing their best to solve the issues we faced during our stay.

We booked 2 rooms. In one of the rooms the CA was broken, the room too shabby, definitely overpriced for this quality. The hotel is huge and has ca. 10 chairs at the pool and the beach. One has to "fight" for a chair. We were told first come, first serve, and it is not possible to reserve the chairs in advance. So we followed this advice and left our belongings early in the morning on the chair. When we came the belongings were not there and other people on the chairs. Afrer some research, we could find out that the security threw away our belongings, even though they saw us leaving our sfuff on the chair. And later on we found out that apparently one can reserve the chairs in advance.... This was a very unpleasant experience. Is deffinitely not 5 star hotel.

The bed was very comfortable

The shower pressure was not that good

Gorgeous pool. Large rooms. Very comfortable mattress. Awesome water view ! Great staff. So friendly.

Building could do with a little maintenance in places but nothing serious.

The staff at restaurants

The rooms are very old and dated. Little choice on veggie food when it came to halfboard meal

The property was in a great location and although big it was easy to find our way around.

Beautiful facilities, lovely staff and fabulous food

Third bed was a mattress on the floor and was a bit squashy.

If you want to be in Sanur then the location is good. Spa treatments were wonderful. house keeping staff were wonderful.

Extremely poor service for a high end hotel in Bali. IHG seems to not care about the quality of service under its brand here. Management level staff are incompetant and have poor training and skills. I spent over AUD$3000 in 5 days and was treated like absolute shit. Theres a distinct disconnect between the image of the property and the service you recieve. Was at the near by Hyatt the week before this and the service was 100 times better. The inability of them to be able to take a credit card for incidental payments and then harrass the guests over small incidental charges is not in fitting with the style of hotel. I would not recommend this hotel. Elements of a room service delivery were left at the door of the room for over three days even after reminding the management the item was still at the door. Uncessary contacts made by hotel staff using contact details left at recption. Was unable tog et a response from mangement over three days. 8 calls to the 24 hour service number explicity given by the hotel went unanswered and similar text messages to the 24 hour service number they provided went unaswered. Assistant Front Office Manager claimed this was because there was no phone reception however the system showed the calls and texts were recieved just unanswered. Same manager caimed there was no response for three days because was in a meeting (for 72 hours straight...) Disingenous and disappointing. Restaurant was closed for repairs, which is fine as this happens, but to not make people aware BEFORE check in then that is disingenous. COuld easily be infomration added at the time of booking on here. Unable to get a hot coffee - coffee served cold. Unable to get a coffee at all one morning, asked to get my own told not possible. Over 35 minutes to get a coffee, even though multiple others were served inbetween. the standard of service was more fitting of a $50 a nght hotel.

Location was excellent, rooms were fantastic, staff were very accommodating and friendly. Breakfasts were delicious with great variety.

Linen was old and needed an upgrade, rooms felt damp, no hooks for towels, no face washers provided.