HOSHINOYA Bali

Had an amazing stay at Hoshinoya Bali—truly a 10/10 experience.

The hospitality here is exceptional. The staff are consistently warm, attentive, and highly professional, making you feel genuinely welcomed and well taken care of from the moment you arrive. The overall environment is serene, lush, and beautifully designed, perfectly reflecting the essence and tranquility of Bali.

I especially appreciated the cultural classes they arranged—they were authentic, thoughtfully curated, and added a meaningful, immersive touch to the stay. Dining was also a highlight, particularly enjoying breakfast and a paid dinner at the outdoor glass house, which made for a unique and memorable experience.

Service-wise, they really go above and beyond. They even accommodated a special request for shisha delivery, which was a pleasant surprise and speaks to their flexibility and attention to guest preferences. There was a slight issue with the air conditioning initially, but it was resolved promptly, and the room remained cosy and comfortably cool throughout the rest of the stay.

The only improvement I’d suggest would be having an on-site gym. While there is one about a 5-minute walk away with one-time access provided, having a dedicated fitness space within the property would elevate the experience even further.

Overall, an outstanding and memorable stay—I would absolutely return.

We absolutely loved our stay at Hoshinoya. The place is pure luxury and tranquility — perfect to truly disconnect. The service was flawless and the food was excellent. A complete change of scenery and such a unique experience. We highly recommend it and will definitely come back.

Beautiful property, but a very disappointing management culture.

HOSHINOYA Bali is a beautiful resort. The setting, design, and atmosphere are special. Unfortunately, my experience showed me that a beautiful property can still be ruined by poor management judgment.

I booked 3 nights through Agoda. Because of a private urgent matter, I needed to cancel only the final unused night while I was already staying at the hotel. This was not a full cancellation. I stayed at the property and only asked for consideration for one night that I could not use.

At first, the hotel directed me back to Agoda and made it sound like Agoda needed to handle the cancellation. I was told to wait up to 24 hours for a reply, even though the General Manager was apparently on property. The GM only became involved after I met him in person. Even then, the response was still the same: policy first, guest experience second.

Agoda later informed me that the hotel could approve the cancellation if it chose to. The General Manager then confirmed in writing that it was his own decision to uphold the cancellation policy and refuse the request.

I understand non-refundable terms. But the issue here is not only the policy. The issue is how management used the policy as a wall instead of trying to handle a real guest situation with judgment and hospitality.

The General Manager said the refusal was because of “fairness.” I strongly disagree with this reasoning. Fairness should not only mean protecting hotel revenue and applying policy rigidly. Fairness should also consider the actual guest situation: I paid for the nights I used, I was already an in-house guest, and I only asked for help with the final unused night.

The hotel required specific proof such as medical or flight disruption documents. My reason was private, and not every urgent personal matter fits into the hotel’s approved categories. A guest should not be forced to expose private details just to be treated with basic consideration.

What disappointed me most was the management response. It sounded polished, but it felt scripted, circular, and not genuinely caring. There was a lot of explanation about policy and fairness, but no real attempt to solve the problem. No partial refund, no credit, no goodwill gesture, no alternative, and no meaningful middle ground.

For a property under the HOSHINOYA name, this level of handling from General Manager level was extremely disappointing. Luxury hospitality is not only about architecture, food, views, or room design. It is also about how management responds when a guest has a problem. In my case, the response felt cold, rigid, and transactional.

There are many beautiful resorts and villas in Ubud. What separates a true luxury property from others is not only the property itself, but the quality of management and guest care. In the wrong management hands, even a beautiful property can deliver a poor guest experience.

I hope the owner and senior Hoshino Resorts leadership seriously review the management culture at HOSHINOYA Bali. This was not a frontline staff issue. This was a General Manager-level decision, and in my view, it showed a serious lack of guest-oriented leadership.

Beautiful resort, but deeply disappointing management judgment.