Grand Hyatt Bali

Rude and disrespectful service. A request for paper bag to send insulin to another hotel for my brother, staff said no, sending simple bread for breakfast for sick people in room who have paid for breakfast, was told limited to 2 pieces of bread only, there was no other food than boiled eggs and bread that I was sending. Also told it may take up to 2 hours to send this via housekeeping. Just too many incidents to list the whole family had a terrible experience,

Let me start this review by saying that I very rarely write negative reviews, and leaving a one-star review is completely out of character for me. However, my experience at the Grand Hyatt Nusa Dua has been so unacceptable, distressing, and disappointing that I feel compelled to share it. All I wanted was one last amazing holiday with my father before his declining health makes travelling impossible. Instead, I was given a room that effectively left him confined to it, unable to enjoy the very holiday we had travelled so far to experience.

I booked this trip at the start of the year with a very specific request: “If room 2134 is available, could we please be placed in that room or a nearby room? Due to one person’s limited mobility, a ground-floor room is preferred.”

This was not a request made for convenience or luxury. It was made out of genuine medical necessity. My father is over 70 years old and has undergone more than five hip replacements. He also suffers from chronic fatigue, cancer, and significant heart and lung conditions. His ability to walk long distances is extremely limited, meaning that proximity to the pool, restaurants, and main hotel facilities is essential for him to enjoy any part of this holiday.

Room 2134 would have been perfect, or at the very least, a room in the East or North Village closer to the main facilities. I knew this because I had previously stayed in Room 2134 with my mother, who also has significant mobility challenges, and our experience had been absolutely wonderful. In fact, that positive experience was precisely why I chose to return to the Grand Hyatt for such an important and emotionally significant trip.

For this stay, I booked a “2 Twin Beds, Garden View” room, the exact same room category I had booked during my previous stay in 2025.

When we were allocated Room 3238, I immediately realised that its location was far from ideal. Nevertheless, we set off to find it, hoping that perhaps the distance would be manageable.

It was not.

It took us at least 20 minutes to reach the room, with my father having to stop repeatedly along the way because he physically could not continue walking without resting. Watching my elderly, seriously unwell father struggle just to reach the room we had paid to stay in was heartbreaking. This was supposed to be a relaxing, memorable holiday, not an endurance test.

The room was located in the East Village, as far away from almost everything as you could possibly be, with the exception of the Watercourt restaurant.

When we finally reached the room and opened the door, we were greeted by yet another problem.

One bed.

That's right. Despite specifically booking a twin room, we were given a room with one bed. We are very clearly a father-and-daughter travelling party, and I would have thought that providing the two beds we had actually booked would be the bare minimum expected of a five-star hotel.

At this point, we began resigning ourselves to the reality that my father would be essentially room-bound for the duration of our stay. Walking to the pool or restaurants and back would leave him completely exhausted, potentially preventing him from doing anything else that day.

I attempted to access my Hyatt account to double-check my booking, wondering whether I had somehow made a mistake. Unfortunately, the internet connection in the room was either nonexistent or so poor that I could barely use it. This was yet another unacceptable issue, particularly as I needed to attend several work meetings during our stay.

Eventually, using my mobile data, I confirmed that I had indeed booked a twin room. So, after already struggling to reach our room, we had no choice but to make the exhausting 20-minute journey back to reception.

I want to acknowledge that the gentleman assisting us at reception genuinely appeared to be doing his best. In fact, almost all the staff we encountered, with the exception of the manager, were kind and appeared to be making an effort to help.

Unfortunately, kindness from individual employees cannot compensate for a hotel that appears to have such a fundamental disregard for the accessibility needs of its guests.

We were told that Room 2134 was no longer classified as a twin garden view room and was now in a different category, despite my having booked that exact category during my previous stay.

I immediately offered to pay whatever additional amount was necessary to move closer to the main facilities or into a more suitable room in the East or North Village. Money was not the issue. My father's ability to actually enjoy this holiday was.

We were simply told that the hotel was full.

I find it extremely difficult to believe that a resort of this size had absolutely no flexibility whatsoever. Nevertheless, I accepted their explanation and asked whether we could split our stay between different rooms if something more suitable became available later. I would have happily packed up and moved halfway through the holiday if it meant my father could enjoy even a few days of the facilities.

The response was a simple no.

Eventually, a room was found that was significantly closer to the main hotel areas, although still far from ideal. This would at least allow my father to potentially leave the room every second day or make short trips outside each day. Compared to being effectively confined to the original room, this was a dramatic improvement.

I then asked whether we could cancel our stay and receive a refund, given that the accommodation provided was not suitable for our needs and my father would be unable to access the facilities we had paid to enjoy. I was informed that cancelling would cost us one night's accommodation.

Before making that decision, I requested that the manager be consulted. I genuinely wanted to stay. My previous experience had been so wonderful that I desperately hoped something could be done to salvage this trip.

While we waited, I contacted other hotels in the area. Unfortunately, the properties I spoke with either had no suitable rooms remaining or could only offer expensive luxury accommodation that was well beyond my budget. I work in the public service, and I simply could not afford to pay for another luxury hotel on top of the cost of this trip.

After discussing our limited options with my father, we reluctantly agreed to accept the alternative room, despite it being on the third floor. My father would rather make the best of a deeply disappointing situation than change our flights and return home.

When the manager finally came to speak with us, the same alternative room was offered, which we accepted begrudgingly. We were informed that it would not be ready until after 6:00 pm, although our luggage would be moved for us.

Not once were we offered any form of compensation for the distress, inconvenience, or potential health consequences this situation had caused.

What disappoints me most is not simply the unsuitable room allocation. It is the complete lack of consideration for the very real consequences this situation has had on my father.

This was not just another holiday. This was potentially one of the last opportunities I will ever have to travel with him. I chose the Grand Hyatt because I trusted the hotel to provide the same wonderful experience I had previously enjoyed with my mother. Instead, I have spent what should have been precious time making complaints, searching for alternative accommodation, and watching my father struggle with an environment that was entirely unsuitable for his physical abilities.

After this stay, I will be cancelling my Hyatt membership. I will never return to the Grand Hyatt Bali, nor will I recommend it to anyone.

In fact, several people have previously booked this hotel based on my recommendation. I have already contacted them and advised them to reconsider their reservations, particularly those who have similar mobility challenges. I would hate for another family to experience the same distress and disappointment.

It is profoundly disappointing that a hotel carrying the Grand Hyatt name appears to place so little value on its returning guests, particularly those living with disabilities.

My first stay was exceptional. It made me believe that this was a hotel I could trust to accommodate family members with significant mobility limitations. This second experience has completely destroyed that trust.

I cannot help but feel that guests with disabilities are an afterthought rather than people whose needs deserve genuine consideration. Allocating a guest with serious mobility limitations to one of the most remote rooms in the resort, despite being informed of those limitations months in advance, sends a deeply troubling message.

Whether intentional or not, the message my father and I received was that his disability was an inconvenience the hotel was unwilling to accommodate.

It made us feel as though guests like my father were expected to remain out of sight rather than be given a fair opportunity to enjoy the resort alongside everyone else.

All I wanted was a room that was functional for my father. I genuinely believed that by submitting my request many months in advance, the hotel would either accommodate it or contact me if it could not be fulfilled.

I completely accept that the hotel may be fully booked and that Room 2134 may have been reclassified since my previous visit. I understand that specific room requests cannot always be guaranteed.

What I cannot accept is that the hotel had months to inform me that my request could not be accommodated and failed to do so.

I received no email, text message, or telephone call explaining that my booked room category would not allow us to stay in the area we needed. Nor could I find any information on the hotel's website clearly explaining these restrictions.

Had someone taken the time to communicate this to me before our arrival, I could have made alternative arrangements. I could have booked a different room category, paid for an upgrade, or chosen a different hotel entirely.

Instead, we discovered the problem only after arriving in Bali, when our options were severely limited and the damage to our holiday had already been done.

My final message to the Grand Hyatt Bali management and executive team is this: accessibility is not a luxury, and accommodating guests with disabilities should never be treated as an optional extra.

I recognise that the time lost from this holiday cannot be returned to us. No room change can undo the physical exhaustion my father has experienced, the distress this situation has caused, or the precious time we have already lost together. However, what the Grand Hyatt can do is take responsibility and ensure that another family is not placed in the same position.

I am calling on the hotel's senior management and executive team to personally contact me, acknowledge the impact of this experience, and explain what meaningful steps will be taken to prevent it from happening again.

I want to know why an accessibility-related request submitted months in advance was not appropriately addressed, why we were never informed that our requested location might be incompatible with our room category, and what changes will be made to ensure that guests with mobility limitations are given clear and accurate information before booking.

I would genuinely welcome the opportunity to work with the hotel to identify improvements to its accessibility arrangements, room allocation procedures, and booking communication systems. I am not asking for perfection. I am asking for accountability, compassion, and meaningful change.

I also strongly encourage anyone travelling with an elderly family member or a person with mobility limitations to think very carefully before booking this resort. Do not assume that submitting an accessibility request in advance means your needs will be met, or even that you will be contacted if they cannot be accommodated. My experience demonstrates just how devastating that assumption can be.

A five-star hotel should be measured by more than its beautiful grounds, impressive facilities, and luxurious rooms. It should also be measured by how it treats guests when they are vulnerable, when something goes wrong, and when they need genuine assistance.

The Grand Hyatt Bali had an opportunity to help me give my father one final wonderful holiday. Instead, it turned what should have been a precious family memory into an experience of exhaustion, disappointment, and distress.

I sincerely hope the hotel's leadership reflects on that, takes responsibility, and makes meaningful changes.

Because no family should have to fight this hard simply to ensure that a loved one with a disability can enjoy their holiday.