The St. Regis Bali Resort

After spending an incredible week at The Laguna, a Luxury Collection Resort in Nusa Dua, where the service, attentiveness, and attention to detail were nothing short of exceptional, I decided to conclude my Bali stay with a night at the St. Regis Bali Resort — widely regarded as one of the top hotels in the region. Unfortunately, my experience was deeply disappointing and truly shocking for a property of this caliber. I informed the St. Regis reservations team ahead of time that I would be arriving early at 12 PM from The Laguna and that I did not require airport pickup. Upon check-in, I was told that no upgraded room (which I’m entitled to based on my elite status) would be available until 6 PM, despite the hotel being at only 60% occupancy. This alone raised questions, but I remained patient and agreed to wait. After the butler walked me through the property and delivered my bags, I entered my room and was immediately overwhelmed by the strong smell of mold. As someone with severe asthma, this was not only unpleasant but genuinely unsafe. I sat on the bed only to find the sheets were damp, soaking through my clothing. The green couch was also wet. The room condition was unacceptable by any standard — let alone the St. Regis. I returned to the front desk and requested to speak to the general manager, but after waiting 15 minutes, I was instead met by the loyalty manager, Aesop, whose response was dismissive and frankly unprofessional. He did not apologize for the condition of the room or for my experience. When I asked for a new room, I was told it would not be ready for another two hours. I expressed how unacceptable this was, especially given the hotel’s low occupancy and my health concerns. His response? “This is all we have to offer you.” I then asked about a refund so I could return to The Laguna. He said, “If you want to leave, that’s your choice. We didn’t need you here anyways.” This level of disrespect from a hotel representative was appalling. Not only was the mold and moisture in the room damaging to my health, but it also damaged my personal belongings, and there was zero accountability. To add insult to injury, when I requested transport back to The Laguna — a sister Marriott property just minutes away — Aesop refused. He said, “If The Laguna brought you here, they’ll have to pick you up.” The St. Regis staff made no effort to assist with loading my luggage or even offering a courteous goodbye. Instead, they actively avoided me while simultaneously greeting other guests. To make matters worse, I later learned that Aesop messaged the Laguna staff in a group chat saying, “Madison didn’t like the St. Regis, she’s returning to The Laguna.” This lack of professionalism, empathy, and basic hospitality was not only humiliating but entirely contrary to the standards expected of any Marriott property — especially a St. Regis. Fortunately, I was welcomed back to The Laguna with grace and empathy. Their staff was genuinely shocked and disturbed by what had happened — and their warmth reaffirmed what true luxury hospitality looks like. As someone who has stayed at 46 Ritz-Carltons and 10 St. Regis properties around the world, I’ve never experienced such negligence, disrespect, and lack of accountability — especially from senior hotel staff. This experience was not only disappointing, it was dangerous to my health and damaging to my trust in the St. Regis brand.

wow wow wow where do i begin from the moment we arrived the service was exemplary, greeted by Katya on front desk who was beyond helpful, the pool and beach staff go above and beyond nothing is too much trouble, the breakfast is fabulous and again each and every staff member know your name and are a pure delight , it was our anniversary we had chocolates flowers petals we ate at Kayuputi which was outstanding, i could go on and on about this hotel true paradise the best placecto stay in Bali

My stay here was nothing less than exceptional. Every single member of the staff I interacted with was amazing. Special thanks to Candra, andd Mohamad Sofyan. Both are top tier staff. The resort was amazing. The beach was amazing. The restaurants and spa were absolutely amazing. Dont miss the fire show! It was amazing. Thanks again to EVERYONE at The St Regis Bali