Maya Sanur Resort & Spa

Nice hotel

Mall is about 15mins walk to ICON Bali, biggest mall in Bali. This resort is huge! There are many room types available. Service was excellent. Breakfast area is overlooking the beach and the sunrise there was gorgeous!

I have a lot to say. On the surface, Maya Sanur is really beautiful and appears to be in a good location, staff are attentive and kind - as long as nothing goes wrong you're fine. After staying a few days we inevitably ran into a few issues. This certainly has nothing to do with the hotel but it's important to consider. Sanur is in a part of Bali that is less touristy albeit still touristy and draws enough crowds that you'd think the beach was really inviting when in fact it isn't. Sanur beach is gravely and pretty unswimmable, lots of algae and low tides make it almost impossible to enjoy unless you wake up super early or swim later in the evening. The crowd that Maya Sanur attracts are mostly older, white foreigners and not the friendly ones. I'm white but even I was like, "What am I doing here?" If you like being around unfriendly, snooty folks, this is your spot. The staff were mostly accommodating and incredibly kind until one morning I requested an umbrella be opened on the beach for sitting in the sun. I was told, and I kid you not, "NO, we don't put those up." I asked why they were on the beach if people don't use them. I was answered with, "There is a breeze so we don't open them." I then asked, "When do you use them?" to which the staff member replied, "In the morning." This whole conversation was nothing short of ridiculous, given the price you pay to stay here and the fact that every other resort on the beach has their umbrellas open is absolutely laughable that this man gave me such a dumb answer. I decided once we were back in the room that I should share this concern with the front desk. They apologized profusely and when I was on the beach later that evening, an umbrella was up. So silly. Another sort of annoying issue, I booked an extra night, I asked the front desk first and they gave me an inflated rate, they encouraged me to let them know if I booked a room online, which I did, on their site for cheaper. I let the front desk know and they said ok. Sadly, my flight couldn't be altered and we never ended up staying but when I called to let the front desk know our plans fell through, they offered me zero refund and said, maybe you can come back in 6 months to stay with us again. I felt a bit disappointed in this given that I wanted to book directly with the front desk, maybe even getting a better rate, considering I'd already spent a ton of money with them the first 4 days we stayed. When plans fell through, I notified the hotel immediately, less than 24 hours after my new booking and they were unwilling to offer a refund for a room I would never even stay in. I guess what I learned is, Maya Sanur is pretty but business and money far outweigh service and true hospitality. With so many other resorts to choose from, I wouldn't come back based on these interactions. This is not a low budget hotel so you expect a certain type of customer service. It is clear that Maya Sanur wants to keep attracting the crowd they have so I will look elsewhere next time. It's just sad that small gestures could have gone a long way to leave a better impression and a more satisfying stay.