LOFT - 1 BR
We had terrible experience on our first night stay (03 Jan 2025). We travelled far from Rinjani and happened to check in late (arrival 19.00). We were assigned a new room that was way smaller than what we booked and the floor was hillariously wet.
The Manager on duty/MOD was on the front desk when we checked in but he didnot inform us anything and also prior to our check in about the issue on Loft unit . The MOD informed us that it's Amber management decision to move us to "Suite" unit type due to some leak issue at Loft unit.
We found out that it was vacant for two days and no one from Amber management bothered to schedule & fix the issue. We insisted to stay at the Loft unit and suddenly an engineer happened to be available to fix the issue (by the order of the MOD and resort manager)
We booked Loft unit (bedroom with separate living room with pantry) since November 2024 and we communicated on Amber's whatsapp number related to extra bed, weather & situation there many times hence nobody from Amber bothered to inform us related to the room issue and room change (The Resort Manager mentioned that they don't have my phone number to contact me - which was not TRUE!)
The Manager on Duty (3rd Jan) and The Resort Manager need to improve their service and hospitality. Such a great resort but lack of proper supervision.
Other staffs are incredibly friendly (F&B staffs, restaurants staffs, housekeeping staffs, receptionists, engineers) the front desk lady who worked on 4th Jan graciously informed us and moved us to the villa unit type with 2 bedrooms, the way she handled complaints should be awarded and her name is Rina.
Food are delicious! Restaurant is the best facility they have in the resort.
The room & bathroom cleanliness has to improve, we found some dirt here and there in the bathroom. Also they gave us damp towel to use for swimming (not fry towel).