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Review of Kila Senggigi Beach Lombok

The resort area is vast and beautiful, sitting at ...

The resort area is vast and beautiful, sitting at the promontory of Senggigi beach. It is located at the prime location at Senggigi with a long beach line where you can stroll around in the morning or while waiting for the sunset in the afternoon. The breakfast was OK.

However, the service was poor and the way they handle check-in problems were awful.
So we booked a 'back to travel' package online, from an Online Travel Agent (OTA). This package comes with several benefits including a COVID-19 hampers, free bike-rent for 2, discount for Barbeque, welcome drink in the room, etc.

When we checked-in, the reception said there's no such package, so we only get the room. My husband asked to talk to the manager about this issue, and the reception connected us to Mr. DXXI who was said to be responsible for bookings. He responded to our complaint apathetically, saying that we should contact the OTA instead of complaining to the hotel. He also mentioned that the garden view room, the room that we booked is THE CHEAPEST room available. We found it very rude and humiliating. The garden view room is the only room type offered in the package. At this point, it was not only about the package, but more about how they treat guests who booked their package online.
We still dissatisfied but we left the reception and headed to our room. My husband contacted the OTA customer services and complained about the package.

Two hours later, after my husband checked the hotel's website and found the very same package, "back to travel package" and its benefits mentioned in the website, we're back to the reception and ask to meet the manager. Long story short, after talking to an assistant manager (a lady), and the manager himself, they reluctantly apologized about the package and about how Mr. DXXI treated us, but still, they could not provide some of the benefits due to COVID-19 (specifically: welcome drink - in the room). I cannot comprehend, why would they offer 'Back to Travel Package', which I assume, to encourage people to stay at their hotel during this pandemic, if they cannot delivered the promised benefits due to COVID-19 pandemic. The lady assistant manager also said that we did not get all the benefit because the OTA price that we paid for the package was below the Hotel's price on the website. I applaud their ridiculous reasoning.

The discount for the barbeque was said to be converted to a discount for the restaurants because the barbeque was not available that day, and they totally missed to discuss about the hampers. The lady assistant manager also repeatedly remind us that the bike is only for two hours, not more (very nice of her). GOSH! It's just put me off (again). I wasn't into riding bike, but before, I think it's just nice to see that I have the option. My husband asked the manager about how the restaurant would know if we get a discount, on which the manager said that we'll get a voucher coupon to be shown to the restaurant, but until we left the hotel, no voucher was given. So the bottomline, what benefit did we get from the package? Nothing, except the troubles at check-in, rude responses and comments from the staff (esp. Mr. DXXI and the assistant manager lady) and insincere apology.

We definitely won't be back to this hotel.