Novus Giri Puncak, Resort & Spa

Service: Guests consistently praised the staff's friendliness, professionalism, and attentiveness, highlighting the exceptional hospitality. Many noted the swift response to requests and a welcoming atmosphere.(based on 5 reviews)

We booked the valley suite for the view and size. The hotel had advertised baby sitting and an airport shuttle but stated this was not available. After contacting trip.com and several emails to the hotel they agreed to provide the shuttle service as my booking date was approaching and I could not cancel at this point. The driver who collected us at the airport was pleasant and professional. He was very accomodating. The check in process on arrival was smooth but uninformative of the facilities ie golf cart service, spa etc. This part of the hotel is very aged and needs maintenance. It was dirty and full of bugs all over, including in the beds. The breakfast on the first day was poor and the staff were not professional. We had to walk up a steep hill in hot weather for 10 mins to get to the breakfast room. We had to fight to change room the next day and complained. The process took a half day which wasted our time we could have spent outside, exploring the area. The hotel did make up for it. The breakfast the following days was 5 star and the service was totally different. We were given the pool access room, although smaller was clean and modern. What started as a nightmare ended well.