The Kanjeng Suites & Villas Sanur

Review: Disappointing Experience – Would Not Recommend The hotel is quite old and poorly maintained. Our rooms (we booked two) had visible signs of mold and were infested with mosquitoes. To make matters worse, one of the rooms was given a thin, flimsy duplicate key that broke in half—literally—as soon as we inserted it and turned it in the lock. The most frustrating part was the response from the hotel manager, Gita. Despite the key clearly being low quality and breaking through no fault of ours, he insisted (over the phone, because he was off shift and the staff on duty didn't have any authority) we pay Rp 80,000 for a replacement, citing the check-in form. However, the form made no mention of compensation for broken keys, and so we refused to pay. Overall, this was a very disappointing stay. I strongly recommend booking elsewhere. I'll let the picture speaks for itself.

Unfortunately, my experience with this accommodation was disastrous, and I feel obligated to share my disappointment to warn others. The photos and descriptions of this property were completely misleading. Upon arrival, I discovered that the accommodation looked nothing like the pictures, which were clearly taken when the villa was brand new. The current state of the property was appalling—dirty, neglected, damp, and overall in a deplorable condition. I decided to leave on the first day because the conditions were absolutely unacceptable. When I reached out to the staff to request a refund, I was met with complete unprofessionalism and indifference: • The staff deliberately avoided communication. • When they did respond, they offered excuses and redirected me to different phone numbers for complaints, which were never answered. • Most of my emails and messages were ignored. Despite providing evidence of the misleading photos and the poor quality of the services, I have still not received a refund. On top of the misrepresentation of the property, the way they handled complaints was extremely unprofessional. I want to warn anyone considering booking this accommodation to be very cautious. If you choose to stay here, be prepared for the possibility that the reality might be completely different from what is advertised. The photos are outdated and do not reflect the current state of the property. Customer service is unhelpful, and if you encounter any issues, you are likely to experience the same dismissive attitude that I did. My advice: Check reviews thoroughly, verify up-to-date photos, and carefully consider whether you want to risk your money and peace of mind. I hope you can avoid an experience like mine.

Hotel is totally rundown.. corridors walls broken , dirty and looks spooky. Balcony’s door could not closed properly. Kitchen cabinets is about to fell off, picture showing room with sofa yet there is not sofa.

Sorry about that survey but I don't even use the service.. and I asked the hotel staff by WhatsApp to cancel my booking but failed due to term and condition he said. But the trip.com chat bots informed me wait the hotel to confirm. But there's no answer yet until the days up. and I can't help. My money went away.. I hope better service by trip.com not only offering best deal... But service about what might happen during the reservation.. So that there's no misunderstanding between customer, hotel and it trip.com (us)

Great place friendly staff

Property so old and it’s not cleaned seems like no one come their