Merusaka Nusa Dua

Room had lots of issues, not just me – To the General Manager Merusaka Nusa Dua My family stayed at Merusaka 4 August - 15th August 2022. We loved your staff and the Bali people. Your hotel wasn’t up to our standard though and so we were in hope that we would receive a refund or a voucher to visit at another time when the standard has improved. I will go through some of the… Read more

issues I raise which were of concern below. I did raise these concerns and with your front office but there was no support further than a sorry each time. My family of four saved up for 3 years for our holiday to your resort.

First, when we arrived to check in there was no customary drink or cool towel, and when we upon check in were told our room was not ready. We were given a bar voucher and told to go down to the bar and wait to be notified. While at the bar I tried to order a drink using the voucher but it was only for tea? 2 hours later our room was ready.

We went down to your pool and I ordered some beer and for 4 hours we lay in the shade under your umbrellas. I woke up the next day completely red and the next four days was miserable because of the sun burn. The sun umbrellas / shades are not UV protectant.

For the first 5 days we put up with a room that constantly smelt like sewage. To combat the smell we opened doors and put wet towns over the drains. We didn’t want to raise a fuss.

You can also see the mould which was evident on the tile grout.

Another day my wife pulled back the blankets after a day out to find a hole in the sheet.

Next the water from the shower was shooting up into the roof and plaster was falling into the shower. Each day your cleaners would clean but not report it to be fixed? The last straw was the fear I had with the water running into the electrical light in the room. I called and complained about these issues. They said they would move us to a different room. (not an upgrade for our troubles I point out, a similar room with what I thought was a worst aspect onto the through fare. So we had to pack all our bags to move. I came back from a day out and they said the new room was ready. They said our guy will take you to have a look. The staff member said to me why didn’t you report your issues sooner? I thought this was weird to say to me, like it was my fault I was not wanting to make a complaint. I then said if im not happy with the room you show me is there another? He said no. I said then why are you bothering to show me? Anyway the new room had an adjoining door. I said who in there. Guy said no one. I said can you open the door then to give us more space due to the issues we have had. He said could be. Later, someone came and unlocked the dividing door. He tried to open it but a bed was in the way and I said I would move it shortly, he said fine through the door. Then I moved the bed and open the dividing door to find that someone’s else’s belongings were in the room of the dividing door that was unlocked. I called the fellow back and said hey, there is someone’s stuff, bags in there. The guy said he would look into it but never came back. Later I called the front desk and they said someone was already in the room. The someone came and relocked that door but never told me.

Okay so moved all the bags to the new room. My wife wanted a bath and so I turned the tap on and this was also leaking. I called front desk and then someone was sent to fix the issue. I turned the TV on and that wasn’t working. I called office and they sent someone down to fix it.

The next day the light switch in the bathroom fell off the wall. Called and had someone again come and fixed that.

We realised the day after that the sliding door lock was broken and had been unlocked the whole time and we had just thought we were locking it.

We had a late check out and the day before I spoke to the main office and confirmed the late check out. However when we went for lunch we came back to our room and the key wouldn’t work. I then went back up to the office again and asked why? They said I should have confirmed it, I said I did I called yesterday. So then they issued new cards and came later to drop it off. I said look there been lot of issues I think the $1500.00 we spent at the hotel should be credited for our issues. They went away and come back and said no.

We went to dinner at your restaurant before we departed to the airport. I waited to check out so we could have the dinner added to the final check out bill. Around an hour after dinner I went to check out. I paid the account and went back to the room. We had a taxi waiting and so took our bags to the taxi out the front. The a lady came running around the corner and said I had to pay my account. I said I had just paid the account and she seem to not believe me and so I pulled out my receipt. She said so sorry this is for the diner and wasn’t added onto the bill. She was insistent I pay it. I said I’m sorry I’ve paid the account and I’m about to get into the car. I told her to tell their GM to email me. Of which never happened. There were many other incidents but I won’t go into all those I just wanted to point out the main issues we had that degraded the quality of our holiday. We did like the facilities over all.

I ask that you get back to me with a form of resolution to resolve the holiday results.

- - -each one of the issues i raised the GM blamed me in a response email.