1-star hotel
Five-star image, but far below five-star service
Review:
Our experience at Padma Resort Ubud was disappointing enough that we ultimately decided to end our stay two nights early and move to another hotel.
The most serious problem occurred at the spa. We booked a two-hour massage for approximately IDR 1.8–2 million per person. From the very beginning, the massage table made a loud and persistent creaking noise with almost every movement. I reported the issue immediately and even suggested changing the room or the table.
Instead of resolving it at that point, I was told that the noise might stop once the therapist changed position. It did not. I tried to continue for approximately ten minutes, but instead of relaxing, I found myself constantly waiting for the next loud creaking sound. Eventually, I stopped the treatment and left.
I have video evidence clearly recording the noise, as well as my communication with the hotel regarding the problem.
Unfortunately, the spa was not our only disappointment. In our experience, the overall service level was significantly below what we expected from a five-star resort. Staff were often polite and smiling, but when actual problems needed to be understood and solved, the response frequently felt inattentive, poorly coordinated and ineffective. We had similar frustrations with service, booking/communication and the way problems were handled.
The food and beverage service was also disappointing. Service felt disorganized, inconsistent and below the professional standard we expected at this price level.
The pool area was repeatedly so overcrowded that we could not find a suitable place to sit and comfortably use it. During our stay, we effectively missed out on using one of the resort’s main facilities because of the lack of available space.
To be fair, the resort itself is visually attractive and the surrounding nature is beautiful. However, attractive grounds and premium pricing do not by themselves create a five-star experience. Proper maintenance, competent service, attention to guests and effective problem resolution are equally important.
Management later became involved, but I made it clear that I was not looking for points, discounts, complimentary treatments or financial compensation. That was not the purpose of my complaint. What we wanted was the quality, comfort and relaxation we had booked and paid for.
Our reservation was until August 11, but on August 9 we decided to pack our belongings, check out and relocate to another hotel. We would not go through the inconvenience of leaving a resort two nights early because of one minor issue. It was the combination of the spa experience, weak problem handling, disappointing service and other issues that caused us to lose confidence in the property.
Based on our personal experience, Padma Resort Ubud delivered a level of service and attention to detail far below what we expected from a five-star resort.
Unfortunately, I cannot recommend this property or its spa based on our stay.