Grand Mirage Resort

Hello, Me and my family, we stayed in the main building of this Hotel. Our room was 3330 (Ocean view suite). We looked forward to our stay and we had high expectations from Grand Mirage. Unfortunately, not everything was smooth during our stay. Firstly, our safe was not working in the room, apparently the battery was low, but it looks like no one was checking this before we arrived. However the issue was solved pretty fast after reporting to reception. Also our coffee machine was broken, this is an additional sign of the lack of checking and supervising by the housekeeping team before guests arrive. As before, the issue was solved by changing the machine, however it took some of our time to wait for this... We also had a lot of ants in our room, however apparently this is normal in Bali and we controlled them with mosquito spray for our stay. To be honest the housekeeping/cleaning is not great for Grand Mirage for the rooms, we found items left by previous guests (hair bands, lollipops and even broken glass). Those were at less obvious places (under the king size bed, behind cushions), but still I would expect more cleanliness from a 5 stars hotel. The issue has been raised, but it won't change our experience, maybe it will be listened to for the future (we hope so). Also it happened once that housekeeping staff changed the manual temperature controller for our room and made the room very cold (15 degrees). It was raised with the hotel and they promised that it won't happen again). We also experienced that the name of the food in English was very rarely displayed for buffet. That also means that there was no allergen information on display. As my son has a severe peanut allergy, it was very important for us to know which food contains peanuts. Some of the restaurant staff did not speak even the basics in English which was disappointing from a 5 stars hotel. Just a few examples: we ordered rice for our dish, but we got chips, we ordered iced coffee but we got hot coffee and we ordered sparkling water but we got still water (this happened generally during our stay in the Grand Cafe, during a Live Rama event or even for room service). This made us very worried about asking for allergens too as the staff might not even understand what we want to know exactly... Even different staff told us things differently... This has been raised during our stay and hopefully the issue will be addressed for future guests. Special thank you for Dewa S from the restaurant team, he was very friendly and did an excellent job for us. It was disappointing that this hotel allowed people to smoke around the swimming pool where kids were playing and not mentioning that this smoke came into the Grand Cafe during breakfast or dinner frustrating anyone who does not smoke. We were quite unfortunate with some of the activities at the hotel, so we would highly recommend to book the sea walker activity as soon as possible to avoid any cancellations or rescheduling due to weather or sea conditions. Our best experience was with the Spa, they have an amazing team and well organised, thank you for Vida and her team. In general I would rate this hotel as a 4 stars hotel rather than 5 stars as advertised for the issues and experiences mentioned above. Also it is worth mentioning that the reception staff was very friendly and helpful (special thank you for Sukma), they addressed most of our issues, however some of those issues should not ever have occurred in a 5 stars hotel. Thank you Kalman Read less

Amazing resort,great for adults and kids next door,beer could be a lot colder for us Aussies but that's my only winge.hundreds of beautiful friendly staff make for great experience, special mention to catering and extra special mention to my house keeper virga who kept our rooms every day like we weren't even in there.bless you all and thankyou grand mirage. Things have changed so bring a quality credit card.love from Mr Scott, Nadine and jordy boy. Read less

My family and I absolutely loved our stay at the Grand Mirage Family paradise for 10 days :-) From the moment we arrived, it was an absolute pleasure. The service in every restaurant was incredible, the babysitters and kids club were amazing. Everyone we came across was always friendly, quick on service. I wish I could remember all the names because they were all worth a special mention and would definitely be the reason we will go again! The spa was also beyond amazing and definitely recommend a few treatments. Wini from kids club and personal babysitter was beyond amazing, my son thoroughly loved their play together :-D Suci at the family resort restaurant also stood out, however everyone from Cook to service was always happy and eager! We loved the water sports! Kusuma from the spa was great and our airport shuttle driver Darmika was very informative and friendly. Everyone we came across was above all expectations and could not be happier with our family holiday :-D Read less

On arrival from the airport to the hotel I was met by a concierge called Wardana and taken to my room. I don't speak English very well but he was able to explain everything to me, a very cheerful person and professional in his work. He accompanied me throughout my stay, if I had any accidents or problems I always turned to Wardan and he helped me more than once. When I got sick he offered to take me to the hospital and asked to bring water to my room. He also helped me outside the hotel, when I scratched my bike, he helped me fix it within a few days, which shows his great sincerity. Overall, thanks to him, my journey and arrival at Grand Mirage Hotel will not be forgotten. I am delighted Read less