Tài Khoản Khách
ngày 22 tháng 2 năm 2025
We recently stayed at Raja Lima, and unfortunately, it was a terrible experience. The roof in our room leaked water all over our belongings and bed. When we notified reception, they instructed us to wait in the leaking room for the maintenance man to arrive. We asked to wait in a different room, as there were no chairs or seating, and our bed was soaked. They moved us to a room with two single beds, which was not ideal for our romantic holiday. At no point did they apologize for the inconvenience. After waiting for over an hour, they told us the roof couldn’t be fixed and we’d need to move all of our belongings to the new room. It was already 7 PM, and after a long day, we simply wanted to rest. We asked for a larger bed, and they offered us another room with a leaking bathroom roof. They didn’t mention the severe water damage in the main bedroom or the black mold-like substance falling from the rotting ceiling. We woke up with phlegm in our throats, and the damp smell was overwhelming. We are concerned about the potential health risks of mold exposure. Furthermore, we used their laundry service. They promised the clothes would be ready by 7 AM, but when we went to collect them at 9 AM, we were told the laundry wouldn’t be ready until the following day. This meant we were without clean clothes for two days, including underwear. When we expressed dissatisfaction with the service, the response was rude and dismissive. They even tried to gaslight us, claiming the original staff member hadn’t mentioned the timing, even though we had spoken to someone else earlier. Additionally, the “included breakfast” was the worst we’ve had in Bali—just an egg and some stale toast. If you pay for breakfast at the restaurant, there are plenty of extra options, like vegetables and smoothies, which are unavailable to those staying at the hotel. It’s clear they prioritize paying customers over those who have already paid for the room. The towels we received were damp and unpleasant, and the shower only provided warm water for a couple of minutes at best. Overall, we are deeply dissatisfied with the accommodation and customer service. There were no apologies, and we even experienced laughter at our expense from multiple staff members when explaining our situation. For the price we paid, this was completely unacceptable, and we feel our experience was unjustifiable. When we tried to explain our unpleasant experience and request a refund, the employees at Raja Lima told us we would need to go through Agoda for our reimbursement which was a lie (which we found out after leaving).
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