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Peter H
Los Angeles, California

GORGEOUS and impeccably-kept grounds. Lush landscape. Oceanfront fine dining. Worth visiting Bali just to stay here.

5.0 of 5 bubblesReviewed 7 Oct 2024
Our family visited Ritz-Carlton Bali back in May 2024. It was the first time we’ve ever visited Indonesia.

Having gone back to Indonesia twice after May for work and staying at other hotels in the city, I can confidently state the Ritz-Carlton Bali stands head and shoulders (and chest and belly button) above the rest of the crowd.

From the moment you enter the compound, and make no mistake this is one property well deserving of the word “compound”, you are transported to an exquisitely crafted and meticulously maintained tropical paradise.

The view from the top of the cliff is simply breathtaking. It stops you in your tracks. Reminds me of a scene from Jurassic Park. Filled with endless foliage and trees and ocean. It’s truly awe inspiring to see the sheer size of the compound and the endless ocean blue filling up your entire vision.

The compound itself blends seamlessly into the geography. Understated and elegant. Classic Ritz. None of the overcrowding like other hotels in the area.

We saw couples taking advantage of their free photography service. Beautiful couples in their wedding dresses and tuxedos. Ecstatic to be in Bali and staying at this legendary Ritz. Happy for them. What a great choice.

Their seaside picturesque chapel was a sight to behold as well. Towering and architecturally stunning, we saw 2 weddings take place from afar. A privilege for the couple to be served by the fine Ladies and Gentlemen of the Ritz-Carlton.

Our family literally stayed on site for the entire 3 day trip. We simply wanted to soak in the relaxing atmosphere and recharge. We took a little walking trip to see the hotel right next door (not going to name names but you can google map it yourself), and was shocked by the derelict condition of their watering system, lack of maintenance, as well as the crowded pools. We made a hasty retreat and escaped back to the warmth and elegance of Ritz-Carlton Bali via the ocean sandy beach route.

We dined at The Beach Grill right on-site 3 times during our stay. It was shockingly good food. Usually restaurants with gorgeous ocean views like this just call it in on the food part. The chef very obviously takes pride in making exceptional food and I applaud him for it.

A tidbit of advice: All the restaurants on-site were fantastic. Try out the buffet breakfast at both Bejana and Senses if you are staying multiple days. They are both wonderful and we couldn’t decide which one we liked better. Many fond meals were had there and we can’t wait to go back in the future and stuff our tummies some more.

Thank you Ritz-Carlton Bali for making our first time in Bali so memorable. Thank you for taking the time and putting in the never ending hard work in making such a massive compound so meticulously maintained and well-run. I cannot even begin to imagine the amount of work that goes into keeping this 32-acre behemoth running. You guys are doing a fantastic job and it would be an honor and privilege to stay there again in the future.
Date of stay: April 2024
Trip type: Travelled with family
5.0 of 5 bubblesValue
5.0 of 5 bubblesRooms
5.0 of 5 bubblesLocation
5.0 of 5 bubblesCleanliness
5.0 of 5 bubblesService
5.0 of 5 bubblesSleep Quality
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Reviewed 7 October 2024

Booked a Pavilion Villa and a Sawangan Junior Suite at the Ritz Carlton Bali to celebrate a special occasion with my family in October 2024, but ended up checking out two nights early and moving to another hotel because of a consistently poor experience and bad communication/service recovery from the RC Bali management team. Full details below.

Some background - Bonvoy Platinum so we generally stay at Marriott properties around the world. We are also frequent visitors to Bali. We chose the Ritz Carlton because we wanted a villa experience within a hotel and paid around ~US$1k/night for the villa and ~US$600/night for the Junior Suite.

Things I liked - 1) well-kept grounds and a peaceful setting, 2) friendly wait staff and butlers and 3) a large and quiet beachfront. Unfortunately, that's about where the good ends.

Here are just some of the issues we faced:

1) The property is very dated (don't expect mobile keys, USB-A/C charging ports, bluetooth speakers etc.) This was evident from the fittings and finishings of the rooms.
You could also tell that the maintenance was not very good. When we arrived, the flush controls were hanging off the mount (picture attached). The sheets in the villa also had blood stains on them. I did not expect this from a Ritz Carlton.

2) On the first day, the air-conditioning was not functioning properly in the villa. The A/C unit was a smaller, older unit which seemed small for an entire villa. It did not keep the room cold at all and probably was not functioning properly. We asked to move to an alternative ground floor pool suite or villa but was told around 4-5pm that none was available. A portable A/C was provided but did not do much to resolve the situation in the tropical heat. At around 10pm, and after much tossing and turning trying to go to bed, we made several calls to again ask for an alternative. We were only then informed that another villa on the other end of the property was magically available at the late hour. We ended up moving villas at around 11pm.
Management's initial response was "sorry about that!" - no follow-up or explanation. I fully understand that these things can happen at hotels, but the dismal response time, lack of follow-up or any offers of alternatives until we had to insist/chase was very disappointing - I've had far better service at a Marriott Courtyard.

3) The hotel is also clearly understaffed (at least when at capacity). We requested an ice bucket and 2 champagne glasses in the evening (they were cleared by housekeeping and not replaced) - this took around 45 minutes and only after multiple calls . A request for a replacement room key also took around 35 minutes. At the main pool/beach, it was difficult to find someone to order food or drinks from. Its hard to fault the staff because they did genuinely seem like they were frantically running around to serve the guests. Again, far from the "Ladies and Gentlemen" level of service a Ritz is famed for.

4) The F&B was also disappointing. Breakfast is only available at one restaurant that was already crowded on the first day. It was a 15 minute wait for a coffee and a ~20-25 minute wait for the egg station. Things got far worse on the second day when we arrived to find a queue of about 30 people (photo attached) that did not seem to be moving. We were told to wait in line and that there was nothing the staff could do to help. We spoke to Emanuele (in charge of F&B) and he said that this happened because "all the guests decided to eat at the same time". I don't work in hospitality but I reckon blaming your customers for your service shortcomings probably isn't the best move. We ended up ordering breakfast room service in the villa (and the hotel kindly waived the charge for this) but we unfortunately found human hair in our eggs (see photos). Dinner at the Beach Grill was also a disappointment as the steak (which was ordered medium-rare) was overcooked - even after sending it back (see photos). Mind you, this goes for about ~US$85. I also had to walk up to the welcome desk to ask for my bill after waiting for 15 minutes

5) Instead of a care-free holiday, the lack of attention to detail also constantly made us have to wait and stress out about the details. On our second day, we booked a tennis court at the Westin for an afternoon. We arranged for the RC driver to bring us there and agreed a return time. Upon arrival, the Westin staff had no idea where we were from and spent 15 minutes calling the RC to figure things out. Despite calls and messages, our butler was also uncontactable at this time. The Westin staff helped to resolve the situation in the end. On the return journey, the driver did not appear at the requested time. Again, after 15-minute wait, the Westin ground transportation staff told us that he was only now "just leaving" the RC (about a 10-minute drive away). We gave up and took a Grab taxi instead.

We eventually decided to leave the Ritz Carlton early for another nearby hotel that we had stayed at before. The staff did not give us any confidence that they could improve our experience - it was one unforced error after another and I did not want to waste any more of my holiday dealing with this. After check-out I did not hear from the hotel at all until I posted about the experience on social media.

I am sharing my experience because I really hope that the hotel management will look into these issues and improve so that future guests will avoid an experience like mine. I love the Ritz chain of hotels and consider myself quite loyal to the Marriott brand but I was genuinely, terribly disappointed.

Date of stay: October 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
3  Thank Joel S
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Go Kondo, General Manager at The Ritz-Carlton, Bali, responded to this reviewResponded 5 weeks ago

Dear 472Joels,

Greetings From The Ritz-Carlton Bali

Thank you for sharing your valuable and constructive feedback.

Please accept my sincerest apologies for all the un-pleasant circumstances encountered during your stay especially in regards with room maintenance, food and beverage service as well service delivery.

The lapses in maintenance, service delivery and attention to detail that you encountered are certainly not indicative of the service excellence that The Ritz-Carlton is known for. I want to assure you that we are taking immediate steps to rectify these situations and to prevent such incidents from occurring in the future.

I understand your disappointment with the compensation offered and I apologize for any frustration this has caused.

Once again, please accept my sincerest apologies for the shortcomings you experienced during your stay. Your feedback is invaluable in our continuous pursuit of excellence.

Sincerely yours,
Go Kondo
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 October 2024

We had a wonderful family holiday at the Ritz Carlton Bali. First class service from arrival at the lobby. The resort is no longer new but is very well maintained, and has a very warm and welcoming vibe. Only when you stand at the arrival lobby overlooking the sea do you realise how huge the resort is. Everywhere you go, night and day, you are always greeted with warm smiles, even just strolling in the gardens or hitching a ride with the buggy. The biggest plus for us is the Ritz Kids club which is housed in a standalone villa situated near the main dining area. The staff there are wonderful with kids, and ours would quickly finish their breakfast so they could rush off to the villa for the day's programs with the crew. That suited us perfectly as we could then have a rare couple vacation without worrying what the kids were up to. Many thanks to the Ritz Kids team - Putri, Ari, Mira, Kathy, Nopi, and Trisna (the kids remember all their names!).

Our assigned room had a musty smell and despite the resort being quite full, the duty manager Erdika found us another family room at an even better location. No fuss needed as he wanted to ensure we had a great holiday. Thanks!

The food was great but the service even better. I guess this is what sets the best resorts apart from the rest. You could feel the warmth of the service. They also work incredible hours as we would see Chef Made during breakfast, and he would also be at another restaurant at night, still with his warm smile and helpful service.

The gym (open 24/7 believe it or not) is well equipped and staffed. Thanks for the chilled and fresh towels. Treadmills are wiped down after every use - that's the extra lengths of service here.

Room tip: Stay as long as you can. You won't regret it.
Date of stay: June 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Michael C
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 6 October 2024

Excellent, very much recommended. This hotel truly is 5 stars, from the welcoming staff Erick and team to the farewell. The hotel is very beautiful, elegant and quiet, the food of the restaurants was delicious, the staff cleaning our room truly made a big difference by ensuring we have everything we needed. After having a really bad experience at the hilton, this hotel made a beautiful and romantic stay for us. We recommend it fully and we truly loved it.

Room tip: Enjoy everything that the hotel has to offer!
Date of stay: October 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank GargyLilyRose T
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 3 October 2024 via mobile

The lady who helped check us in was very friendly and did her best to fulfill our requests promptly. Although there were some glitches with the power outlets and adaptors in the room, they responded quickly to fix our problem. When we checked out, they automatically comped some of our expenses for the trouble we had encountered, that did make our day even better 😃

Date of stay: October 2024
Trip type: Travelled with family
Thank gaow2017
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 30 September 2024

Tina gave us the best and most amazing experience at the Ritz. She used to check up on us everyday making sure we are having a good honeymoon. Thank you for your awesome service :) Tina you made our experience better. The hotel roos. were clean and everyone was very hospitable. Restaurants at the Ritz were delicious and overall great experience.

Date of stay: September 2024
Trip type: Travelled as a couple
Thank Dina A
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Go Kondo, General Manager at The Ritz-Carlton, Bali, responded to this reviewResponded 1 October 2024

Dear dinaaL8855EP,

Greetings From The Ritz-Carlton Bali

Thank you for sharing your stay experience with our Tripadvisor’s readers and it is a pleasure to read that you have had an amazing and memorable stay experience with us and thank you for making us a part of your honeymoon.

Thank you so much for recognizing the genuine caring extended by Hertina from Guest Relations, rest assured that I will personally share your words of encouragement and kind highlight with the entire team.

On behalf of all our Ladies and Gentlemen, I would like to wish you a great travel continuation and I will be looking forward to be hosting you back soon in the near future for another memorable holidays with us here at The Ritz-Carlton Bali.

Sincerely yours,
Go Kondo
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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