HARRIS Hotel & Residences Riverview Kuta - Bali

Nice hotel

The hotel is great because of extremely pleasant members of staff, good service, very good breakfast, lunch, and dinner available at the hotel. Have 2 very good swimming pools. Most importantly, both of them were mainly free. Like a private swimming pool. The only down turn was the location. But as the hotel is in very quiet area and cheap taxis compensate that.

We chose to stay at this hotel again mainly because we really enjoyed the buffet breakfast during our last visit. However, during check-in, we were informed that breakfast would now be à la carte instead of buffet due to "low occupancy". This was very disappointing, especially since we booked and paid for four nights with breakfast included and it was clearly stated as a buffet breakfast. We paid IDR 120K per person per day, totaling 240K for two people, but the à la carte breakfast offered only four set menu options. The value just doesn’t add up. Each of the set menus costs only around 40K–60K according to the café’s own pricing, yet we were charged 120K per person for the same items. Even worse, the à la carte options force you to choose just one item in each category. For example, with the American breakfast, I asked if I could have both beef sausage and streaky bacon (beef) and the staff said I could only pick one. I chose beef sausage, but then pork bacon was served as well, something I don't eat. I was confused and upset because I don’t consume pork, and ended up not eating the meal. All I had was tea and some dry, clearly not freshly baked bread (a couple of slices from the supermarket). On the second day, I asked if they could deliver breakfast to our room since they said the hotel was in "low occupancy". They told me they usually don’t do room delivery for à la carte breakfast, but they would do it “just for today” because a staff member agreed to it but not for the following days. "You have to go to the restaurant!" That response was shocking. They advertise buffet breakfast on the booking platforms and still charge 120K per person, but in reality, they only provide à la carte, won’t deliver food to the room, and the selection is very limited. (See attached pictures). Beyond the breakfast issue, the sink in our room was clogged (though maintenance fixed it after we called the front desk), and the hallway had visible black mold definitely not what you'd expect from a 4-star hotel. The building looks run-down, more like a 1 or 2 star hotel, with ceilings in some areas visibly damaged. At night, the whole place feels creepy, and even during the day, it looks abandoned. Housekeeping was also poor they didn’t remove the trash from our room, and shockingly, we found 1 of our underwear that had been drying in the bathroom placed on top of our shoes. That’s completely inappropriate. Cleaning staff should never move or touch guests' personal belongings in such a way. Overall, it was a very disappointing and frustrating experience. Not recommended at all!!! Avoid to stay here!!! There are decent options, especially for the price and category. Don't fall into the trap of "free upgrade" because it's no upgrade to have a clogged sink, AC in the room not cooling at 16 degrees, TV in the room not working (no signal) and smelly room. It is ridiculous the price and the category of this hotel!