We stayed for 6 nights in a 2 bedroom "Imperial Villa" not very imperial our fridge was broken the pool was filthy and garden around the pool overgrown and unkempt. The sheets were old and threadbare and didn't look clean. The sewerage smell was disgusting and at times i had to run outside because i was going to vomit. We didn't get towels one night so i called the reception to get some as we all needed to shower to go out to dinner. They didn't arrive i had a shower and dried myself witih a hand towel as this was the only form of towel in the so called Imperial Villa!!!! My two daughters and husband went out without showering as also there was no soap!! What ? This is supposed to be a 5 star Hotel.
The breakfast was inedible and we only tried it once. It was absolutely disgusting we asked for some bacon and was told they didn't have any -the fruit was old and sad looking and where it was there were bugs crawling up the walls. The towels were dirty and stained and the villa looked old and tired. This hotel could be something very special but is in need of desperate renovations the bar pool was not in operation and and the cave restaurant was closed. All in all this was supposed to be our one special holiday as a family with adult daughters and it was a nightmare. Nobody knew where the hotel was we got lost one night trying- to get back and was stranded for 2 hours in search of the place our cab driver couldn't find it?? We paid top dollar for his hotel and feel we were ripped off. None of what we were supposed to get happened. We were supposed to get a welcome drink and cold towel on arrival none which eventuated. Save yourself the headache and avoid it at all costs.

We stayed here for a night in January 2010. As a family of 4, we were attracted to the 2 room villas with private pools. The private pool was nice, and the kids loved it. The main hotel pool also looked nice, although we didn't use it. The villa was spacious, had sea views (at a long distance) and was unique in that it had a thatched roof (although this also meant there was no sound proofing between rooms). Those are the positives. Despite this, we cut out stay short and would never stay there again. We ordered room service for dinner. The food was almost the worst we had ever tasted - even the kids wouldn't eat the pizza or chips. The breakfast was very ordinary, with bad coffee and limited choice. The toilet in the main bedroom was leaking and had flooded the floor. The staff quickly came to try to fix it and clean it up, but there remained a very strong urine smell through the villa. The hotel advertises that is is in Nusa Dua - it isn't. It is about a 20 minute car trip from Nusa Dua, where apparently the hotel has its own private beach. We suspect that this hotel may cater mainly to Japanese and Korean tourists, and people from a different cultural background to us may appreciate it more.

This was such a disaster hotel. I can't believe other people have given it such good reviews. From the minute we arrived we were not impressed. The reception were very dismissive and although they said the right words their attitude was not pleasant. We were driven to our villa and as soon as we enetered I began to be concerned. The garden was overgorwn and the lawns were overtaking the garden beds and almost creeping into the pool. The photos on the website are accurate but the state of repair is very dubious. Our driver dumped us at the door and didn't even take us inside. When we entered the villa itself the smell of sewerage greeted us and we immediately rang reception to ask for another room and were told the hotel was full and there were no other rooms. We were later to discover this was not true. The curtains in the villa had black mould growing on them and the veneer on the wardrobe was peeling off. The wardrobe doors were hanging loose and the water pressure in the shower was ridiculously low. The vinyl mats on the outside furniture were also covered with black mould and food, and the bed sheets on our first night had holes in them!!! The white towels were grey and the complimentary soap etc wouldn't make enough lather to wash with.

We decided to make the most of it and just ignore the problems but then we went to breakfast - most of the food in the warmers was cold. It seems you need to get to breakfast before 7.30am if you want food that is even slightly hot. The bakery items were still OK but the coffee was awful.

It was my partner's birthday on the day of our arrival and so we deicded to have a celebratory meal in the restaurant on our first night. The "Cave" restaurant was closed. We were told they only open it when they have enough advance bookings. We then discovered that everything except the "Pomelo" restaurant was closed all the time, including the bar. Needless to say the Pomelo restaurant has NO atmosphere and the food was awful.

The grounds are not fogged against mosqiutos and as the place is set in the hills above Nusa Dua amid acres of untamed vegetaion, mosquitos are a serious problem.

We spent as much time as possible away from the hotel because we were so disappointed. On top of that the hotel is in the middle of no-where. The hotel provides a shuttle to the beach which takes 15-20 minutes and only operates 3 times a day - 10am, 12 noon and 3pm. Don't think you can go shopping or out for a meal and then catch the shuttle back in the evening.... and most taxis have no idea where the hotel is. We even had one driver ring the hotel to ask for directions and he was told they couldn't help him!!!

This place could be wonderful but it is in desperate need of renovation and the staff need some serious retraining. Certainly not what one would expect for the 4-5 star prices they are charging.

My husband and I plus our children aged 19, 11 and 7 along with my mother stayed here for 24 nights.We booked direct with the resort and from the 1st e-mail through to the night we left we could not have received better service.
We were greeted at the airport and taken to the resort which was a shock at first as it is up in the hills and a little out of the way. Was a bit worried I had made a bad choice re the children etc.Was quickly taken to our 3 bedroom villa and got a pleasant surprise they were absolutely stunning .Everyone was impressed with their rooms.Got taxi's into nusa dua first night for a meal then walked along the street picking up cards from all the restuarants so we could organise pickups from resort to restuarant of choice for the following nights. Restuarants were very happy to pick you up and return you to your resort .Ate at the resort on 3 occassions had 2 free dinners included in our booking 6 people x 3 courses for each meal .The quantity and quality plus service of the meal was fantastic.We had 1 of the meals in the main restuarant at the grand village and the other 2 in the cave restuarant which they opened especially for us, on each occassion we were the only diners. The only reason I can give for this is that it was quite expensive compared to eating in the restuarants in town.The breakfast was a buffet with hot and cold choices plus eggs of your choice cooked to order.You could also have cappuccino, cafe latte etc with your breakfast as many as you liked.
House keeping staff were very thorough and pleasent and very happy to have a chat. Had free wi-fi connection and didn't have any trouble getting it to work in the villa.The resort was on the sides of the hills and the view was fantastic, The resorts had 2 main swimming pools which we had to ourselves most of the time. Guests are mainly Korean who only stay for about 3 days . While we were there, there were some other westerners so our children made some friends which kept them occupied for about 10 days out of our stay, We used the shuttle service to and from the beach and bali collection, they even took us to the water sports.The kids never complained that they were bored or had nothing to do, Hired a driver a couple of times and also got a taxi into Kuta and the Waterbom park a couple of times but was very happy to return to our very private and quiet oasis.We have been to Bali 6 times and would have to say we enjoyed this stay the most.You might say it is out of the way and it is not the real bali , but it all depends on what you are after. Have stayed Tuban ,Kuta, Legian, Seminyak, Mas, Lombok and Sanur before.
Overall it is a very beautiful resort. Staff are very friendly and attentive nothing is a problem , if something is wrong they are very quick to correct the problem. We are hoping to go back in 2012, they are currently starting a complete refurbishment of the Grand village which they say should be completed next year. We made a lot of friends and hope to see them all again in the not to distant future.