Kuta Paradiso

I am extremely disappointed and disgusted by the way Kuta Paradiso Hotel Bali handled my situation. This is one of the worst customer service experiences I have ever faced with a hotel.

I had a confirmed booking for 3 nights, from 4 September to 7 September. Unfortunately, just one day before my planned travel, my wife and 24-month-old son were diagnosed with dengue, which was a genuine and serious medical emergency. Because of this, I had no choice but to cancel my Bali trip and my hotel booking.

I immediately contacted the hotel in advance, explained the emergency, and requested either a cancellation with a refund or, alternatively, rescheduling of the booking. I also provided the hotel with medical documents supporting the situation, along with proof related to my cancelled travel plans.

What was most shocking was the hotel's complete lack of response. Despite contacting them in advance, I received no meaningful response for THREE DAYS. They simply allowed the entire booking period to pass without providing any assistance or resolution. Then, on 6 September, when most of my booking period had already gone, I was finally told that my request for cancellation, refund, or rescheduling could not be accepted.

So essentially, despite being informed before the stay, despite providing medical documentation, and despite explaining that this was an emergency involving my wife and a 24-month-old child, the hotel chose to do absolutely nothing and then retained 100% of the money for three nights for a room that I never even used.

This is not how a reputed hotel should treat guests facing a genuine family medical emergency.

I completely understand that hotels have cancellation policies, but there should be some level of compassion, communication, and reasonable customer service when a documented medical emergency involving a small child occurs. Instead, the experience made me feel that the only thing that mattered to the hotel was keeping my money.

The worst part was not even the refusal—it was the lack of response for three days after I contacted them in advance. Had they responded promptly, perhaps some alternative such as rescheduling could have been discussed. Instead, they waited until the booking dates had nearly passed and then simply rejected everything.

I did not stay at the hotel for even a single night, yet I was charged for all three nights.

Based on my personal experience, I would strongly advise travellers to think very carefully before booking Kuta Paradiso Hotel Bali, particularly families who may need flexibility in case of unexpected circumstances. Customer service and empathy matter, especially when guests are dealing with a serious medical emergency.

Very disappointing. Very poor communication. Extremely inflexible customer service. A genuinely terrible experience.

I would not recommend this hotel and will certainly never book with Kuta Paradiso again.

Kuta Paradiso advertised as a 5☆ hotel and great nice looking hotel on entry and pool area but that's it. Rooms need updating badly. We were in Super Deluxe rooms and no deluxe. Sons glass shower door ready to break off. Took photo and took downstairs and showed reception and maintenance attended and fixed promptly. Thank you. My rooms tv cabinet had looked like wood rot. Mini bar fridge shows signs rust spots on front. Electrical wire exposed for lamp and other electrical appliances over on desk.

Breakfast a let down- hot food in Bain marie were Luke warm. Fruit and desserts not chilled all room temperature.
Only hot foods were the made to order food like scrambled eggs, pasta etc.

I had my 2 complimentary cocktails at Matildas on the Wednesday and early hours of Thursday became very ill vomiting and put it down the the 2 vodka based drinks but could be wrong. I never got sick from drinking 2 cocktails at the pool bar earlier in the week.

Staff generally nice around hotel but stand out staff were Suarki at front desk as very helpful in assistance with my enquiries and Restu in restaurant. Restu was friendly, helpful and attentive to all the customers he came into contact with. Thank you Restu.

Lovely deluxe suite, very happy with room. Unfortunately the water was barely warm at best . Complained multiple times but still no hot water. Breakfast catered for mixed cultures. Very wide variety. Egg station and waffle,station were a hit with our group. Lady clearing tables was lovely always greeted us with smile. Pool was fresh but pleasant. Balanese massage was excellent. Overall hotel old but very clean. If not for,no hot water I would give this hotel a 5