Kupu Kupu Barong Villas & Tree Spa by l'Occitane

It's awesome, everything is good, with lovely spa :)

We arrived excited by the resort’s stunning jungle and rice terrace views. The welcome was warm — especially from one LaView staff who made us feel genuinely cared for. Sadly, the rest of our stay was marked by disorganisation, misrepresentation, and arrogance that completely shattered the promise of a luxury experience. 1. Disorganised Spa & False Advertising Our spa appointment, booked and confirmed months in advance by Agung, was missing from their system. Inside the Mango Tree Spa, serenity vanished — old merchandise was displayed everywhere, with only one cupboard showing real L’OCCITANE products. The place felt more like a clearance store than a sanctuary. Option of Treehouse: Overpriced & Overrated I paid for a 90-minute deep tissue massage (AUD 120) and an express Shiseido facial (AUD 90). Both were poor in quality. The products used were clearly not authentic L’OCCITANE or Shiseido. The spa was humid, had no air conditioning, and echoed with screams from river rafters and nearby villa guests. My friends’ treatments were also cut short. Comparable spas next door offered far better experiences at half the price. 2.Room & Facilities: Far From the Photos Our “basic” suite smelled musty. The reused slippers were slippery, the bathroom had mould, and water pressure was weak. Water dripped from the ceiling as we brushed our teeth. Only the lobby and driveway resembled the online photos — the rest was heavily edited and misleading. 3.Management’s Dishonesty & Defensiveness After my friend’s review, management falsely accused her of being an employee of L’OCCITANE Paris — an appalling lie meant to discredit genuine feedback. Our photos prove we were simply guests sharing real experiences. After apologising privately and asking her to delete her review, management posted a fabricated and defensive public reply when she refused. Such behaviour is manipulative, unethical, and unprofessional. 4.A Pattern of Negativity Ignored Our experience is not isolated. Many public reviews across TripAdvisor and ******* reflect the same issues-poor maintenance, false advertising, and dismissive management. These consistent complaints contradict their claim of “15 years of excellence.” Frequent travellers know that positive reviews can be solicited, while honest criticism often faces retaliation. 5.Misleading Package & Cut-Short Service The so-called “complimentary” spa treatment was part of a paid package, clearly stated to include one hour. Having the therapist end early while calling it “free” is deceptive and violates fair-trade principles. Guests deserve transparency, not manipulation. 6.Classist Remarks Most insulting was the management’s public comment that we stayed in “the most basic suite.” Every paying guest deserves respect and the right to share their experience. This remark exposes a condescending attitude that explains much of the resort’s declining reputation. Thankfully, we did not book the pricier suites, as the lack of quality and integrity was already clear. Thus,Kupu Kupu Barong hides behind the prestige of the L’OCCITANE name, yet delivers none of its promised excellence. What should have been a peaceful escape became a distressing experience of false advertising, poor maintenance, and disrespectful management. Instead of accountability, the resort chose denial, manipulation, and public defamation. A sincere apology would have been enough, but the attempt to silence honest guests only reveals deeper issues of ethics and leadership.Future guests deserve to know the truth — what you see online is not what you get.