Kaamala Resort & Spa Ubud by Ini Vie Hospitality in Ubud

The hotel is designed beautifully and our two-bedroom villa is nice, however there are major flaws in terms of hotel management affecting our experience.

1. Facilities are not well maintained.

The pool chair cushion is dirty and old, pool towels are yellow and stained. One pool chair broke and it was just parked aside at the pool. Room safe did not work. Bath towels are worn-out and yuck.

2. Staff are awkward, unprofessional and poorly trained.

Room wasn’t ready at 3pm due to delayed housekeeping and disjointed communication with reception. Check-in staff was not helpful and had to proactive ask for basic information (e.g. wifi and activities) you need. Insufficient towels at the pool and the staff didn’t even know where to get them without asking his colleague. Restaurant staff cannot remember orders and no follow up on requests. No logistic planning for the mediocre yoga class resulting in insufficient mats for attendees and 15 minute delay start (and the sequencing was a mess without considering varying levels among guests). Worst of all, they made us so uncomfortable by asking our check-out time the night before and waking us up at 6:15am “by mistake” without any reasonable explanation. Upon check-out, staff naively promised to fix everything when these feedbacks were given consistently by past guests without any actions.

Definitely not 5-star hotel experience for the price you pay.