We stayed here recently, 6 of us in total. We were travelling with three kids and their father and asked for joining rooms when we booked around 2 months prior. When we got there check in took at least 30 minutes, the kids fell asleep in the lobby and they were unable to find two rooms together but we were too tired to argue. When we got to our room we had a joining room to the kids with a double bed and their father was right down the hall way. Initially the hotel looked nicer online, the rooms were smaller and getting ready for a brush up but it was nicer than a few places i had stayed in Bali. The breakfast options were pretty big but exactly the same every day and with the hotel being so busy it was a nightmare. We were here as the earthquake hit and we were staying on the top floor. The reaction time from the staff was pretty prompt, they knocked on all the doors and had us evacuated to the ground. As we were evacuating he hotel had been damaged by the quake, there were cracks the whole way down the staircase and cracked paint all over the floor. The glass surrounding the floating pool had shattered too. We got another warning for following after shocks and a tsunami as we were on the ground floor. The kids we were travelling with had never left Australia and it was a terrifying experience for them. Then staff stopped speaking English and refused to answer ant of our questions. Eventually they just moved away and let everyone back into their rooms without trying to reassure anyone. When the second earthquake hit it was a lot smaller but still very noticeable. I called down to the reception and they told me that I was making it up and there hadn't been another one, my partner had to go downstairs with the earthquake warning for them to take any notice of what we were saying and by then multiple other guests were standing in the lobby waiting for further instructions. Another issue we had was with our laundry, we gave them a whole back of laundry and they informed us it would be done by the end of the day. When I asked them where our laundry was as it was well after they time they had initially told us they said it was going to cost more than $50 so they didn't wash it. I got pretty mad and they said they had tried to call the room, I pointed out to them that I wasn't in Bali to sit in a hotel room and if they weren't washing my clothes why hadn't they returned them. Eventually my boyfriend had to have a word with them and they washed it. We expected more from such a well known hotel chain. Apart from that the coffee was the best we'd had in Bali.