Cross posting to Hilton board. Please remove if not allowed. Just (Sunday) flew back from a spontaneous weekend away in Bali, booked last Sunday and stayed Friday-Sunday. This is not quite a trip report as much as it is about the amazing service we received in the hotel.
JQ 0730 flight up, VA 1440 flight home.
Booked a base Garden room as HH diamond and decided to email the hotel, partly to let them know I was coming and see what upgrade I could get and partly to organise transport and arrivals concierge. First time away with a new girlfriend, so i wanted her to realise/understand why I bothered obtaining status at a hotel chain. Did they ever manage to impress! I'd stayed here before and found it ok, but this stay took the cake for my best hotel service experience ever.
The hotel preconfirmed an upgrade to an ocean suite as the Conrad suites were full. I would have been happy with pool/lagoon access but this thing was amazing. Not as large as a Conrad suite but has a private plunge pool and you are on the 4th floor of the complex so the views are amazing.
Arrivals service was flawless, but not necessary on the 7:20ish JQ flight as the airport is empty and there are no queues. HLO meant no waiting for luggage either. Taken directly to our driver and arrived at the hotel. Bit of a queue on check in but when the man at the front desk saw my card, he found a manager and the amazing part of the stay began.
We were checked in by the assistant manager who found Agung, the guest relations manager, and apologised that they weren't there to greet us on arrival- they had thought our plane was delayed. Also, our room was not yet ready so they would be happy to hold our luggage and find us when it was. Before we managed to get our bathers out (I fly in jeans and shoes...) they'd found an alternative suite for us, and Agung personally escorted us there. On the way he'd asked us to let him know if there were any issues and explained the hotel facilities.
Once in the room he had another short chat with us and then left us to our own devices. We used the Conrad Suites pool and went to the lounge for afternoon tea and evening coughtails. Since last visit the lounge food offering has become more like other lounges, in that it offers self pour wine and beers and has a selection of food on offer. Previously they used to bring food out periodically, which meant you had to sit there a while to get much of anything. Like many tropical Asian Hiltons, they have a full coughtail menu on offer, in addition to the lounge staples.
When we got back to the room, not only had it been turned down, but they'd left a "congratulations" package with another Conrad monkey, bath salts and rose petals for a romantic bath.
We saw Agung again the next morning at breakfast, where he found us to have a chat. He apologised that that he would not be there the next day (our checkout) but that if there were any issues to call him, and he offered to comp us some stuff too! Apparently he was very serious about this because he made a note to that effect in our booking record. On checkout, when the charges were still present I noted it to the clerk and said not to worry as I knew it was his day off. Unfortunately they gave him a call anyway, and he fixed the issue and wished us a safe flight home.
I have never experienced such an amazing level of service at any hotel, and my girlfriend and I felt like royalty the whole time. The next 6 months are pretty full of holidays and bookings already, but we are already contemplating when our next potential stay at the Conrad Bali will be. This stay has also led me to reconsider whether I attempt Platinum with SPG rather than HH Diamond next year, which was very clear cut until last week.
JQ 0730 flight up, VA 1440 flight home.
Booked a base Garden room as HH diamond and decided to email the hotel, partly to let them know I was coming and see what upgrade I could get and partly to organise transport and arrivals concierge. First time away with a new girlfriend, so i wanted her to realise/understand why I bothered obtaining status at a hotel chain. Did they ever manage to impress! I'd stayed here before and found it ok, but this stay took the cake for my best hotel service experience ever.
The hotel preconfirmed an upgrade to an ocean suite as the Conrad suites were full. I would have been happy with pool/lagoon access but this thing was amazing. Not as large as a Conrad suite but has a private plunge pool and you are on the 4th floor of the complex so the views are amazing.
Arrivals service was flawless, but not necessary on the 7:20ish JQ flight as the airport is empty and there are no queues. HLO meant no waiting for luggage either. Taken directly to our driver and arrived at the hotel. Bit of a queue on check in but when the man at the front desk saw my card, he found a manager and the amazing part of the stay began.
We were checked in by the assistant manager who found Agung, the guest relations manager, and apologised that they weren't there to greet us on arrival- they had thought our plane was delayed. Also, our room was not yet ready so they would be happy to hold our luggage and find us when it was. Before we managed to get our bathers out (I fly in jeans and shoes...) they'd found an alternative suite for us, and Agung personally escorted us there. On the way he'd asked us to let him know if there were any issues and explained the hotel facilities.
Once in the room he had another short chat with us and then left us to our own devices. We used the Conrad Suites pool and went to the lounge for afternoon tea and evening coughtails. Since last visit the lounge food offering has become more like other lounges, in that it offers self pour wine and beers and has a selection of food on offer. Previously they used to bring food out periodically, which meant you had to sit there a while to get much of anything. Like many tropical Asian Hiltons, they have a full coughtail menu on offer, in addition to the lounge staples.
When we got back to the room, not only had it been turned down, but they'd left a "congratulations" package with another Conrad monkey, bath salts and rose petals for a romantic bath.
We saw Agung again the next morning at breakfast, where he found us to have a chat. He apologised that that he would not be there the next day (our checkout) but that if there were any issues to call him, and he offered to comp us some stuff too! Apparently he was very serious about this because he made a note to that effect in our booking record. On checkout, when the charges were still present I noted it to the clerk and said not to worry as I knew it was his day off. Unfortunately they gave him a call anyway, and he fixed the issue and wished us a safe flight home.
I have never experienced such an amazing level of service at any hotel, and my girlfriend and I felt like royalty the whole time. The next 6 months are pretty full of holidays and bookings already, but we are already contemplating when our next potential stay at the Conrad Bali will be. This stay has also led me to reconsider whether I attempt Platinum with SPG rather than HH Diamond next year, which was very clear cut until last week.
