I had booked 4 days at the Samsara Inn in Kuta for 9 November to 13 November. Booked a twin room for me and my adult son. We arrived on check in day and we shown our room 312 on the top floor - bear in mind there are only steps up. once inside the room we were waiting for the aircon to kick in - we thought that they had just turned it on and waited a couple of hours for it to become cool in the room - this never happened. I went to reception and told them if they can fix the aircon to which they sent the aircon engineer. He didn't make a difference and I asked to be moved to another room with working aircon. We were moved to another room on the same floor, I believe it was room 309 or 310 - basically a couple of rooms away, with the understanding it had working aircon.. Unfortunately, this room had the same problem, and when I spoke to the engineer, he said the rooms are all the same. At this point both my son and I were absolutely hot and bothered - it was late and I had prepaid the room for 4 nights via Agoda. I went and spoke to reception again, and said that we will need to move and if they can refund the days I prepaid as it was actually hotter in the room than outside the room. the man said i would have to speak with the manager in the morning- so we spent a hot night in the room- they do have ceiling fans but these just move the hot air.
next morning I spoke to the manager - Widya and she arranged for us to move rooms again to a ground floor room - which had perfect aircon - so I didn't broach the subject of moving hotels and a refund. the aircon worked until about 3am the next day, and did the same thing as the others - the lights were on but not working - our guess is that they need to regas the units - i was told that no one else was complaining - like it was a figment of my imagination - and every time I actually got the reception staff to come into the room to prove that it was boiling hot. At this point we were so tired from lack of sleep that we felt just defeated and stayed the night in the hot room.
the next morning I decided to move hotels, they had shown us the only available room (they were fully booked) and the aircon there was as bad as the others. I asked again if anyone else had a problem and they confirmed that others had a similar problem. I found another hotel close by(Secret Garden Inn) which had perfect aircon, and checked out,asking at the same time for a refund of at least the night that we had paid and weren't using. I was told that I would have to take it up with Agoda.
I contacted Agoda yesterday, they contacted the hotel, and the hotel has refused to refund any portion of the stay - with the complete knowledge of what had happened.
I have contacted the hotel directed by email earlier today, and have not had a proper response - there has been an automated response.
Prior to booking the hotel, I read all the positive reviews, however, Bali is a hot, humid island and you need respite from the heat as a minimum in your room, in particular if you paid for working aircon - I don't know what the other hotel guests did. My son ended up with severe prickly heat rash and his mobile phone was malfunctioning because there was no let up of the humidity. We wasted a big chunk of time packing and moving rooms to no avail, and this has left a nasty taste in our mouths - I could not honestly recommend this hotel based on our experience- which is a real shame. The staff are lovely the pool was nice, the breakfast was adequate - it was a small buffet with cereal, fruit, toast and pastries with tea and coffee.
The location is central, however, there is noise at night from passing motorcyles during the night- so if you are a light sleeper it may not be for your either.
The last thing I want to mention is that all the rooms have a fixed, frosted glass wall between the bed ad bathroom/toilet -THERE IS NO DOOR- so if you are happy for bathroom noises and smells to be enjoyed with you travel partner, this may be ok for you- if you enjoy your bathroom privacy, this may not be for you either.
We really tried to work with this hotel and giving them chance after chance, but there was constant excuses for the aircon not working - including the weather being hotter than normal(which I didn't think was the case).
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC