My partner and I communicated timely with staff to arrange an airport transfer upon arrival. This was also confirmed by e-mail. Flight details were provided but on the day of arrival, we had to wait 40 minutes until we were picked up. This is unacceptable for a 5-star establishment. The driver was apparently waiting at International Arrivals while we had a domestic flight. If hotel staff would've checked our flight details properly, they would have noticed that we flew from Jakarta to Den Pasar.
After checking in, one of the balcony doors was not closing. Considering that we stayed on the ground floor, we immediately informed the staff about it but they said that we had to wait until the next morning to have it fixed. We felt quite unsafe. Luckily we could move to another floor the next day but instead of offering some sort of compensation, we had to pay an additional fee to get the other room. It would have been a nice gesture to compensate us after we had to wait for 40 minutes for our airport transfer plus getting a room on the ground floor with a broken balcony door. Such a shame that management was not willing to meet us halfway. Hopefully they can learn from this.
The condo itself is amazing. You can really relax while you have an amazing view over the rice fields. The staff is attentive and super friendly. Overall, my partner and I enjoyed our stay despite the rocky start.