Bintang Kuta Hotel

My husband and I accidentally booked three nights here, believing the hotel was in Kuta, Lombok rather than Kuta, Bali — an easy mistake to make given that both places are called Kuta. We realised the mistake almost immediately. Within approximately five minutes, we cancelled the reservation and contacted the hotel, apologising for the error, explaining exactly what had happened and politely asking them not to charge us. They refused and kept the full €150. Yes, technically the booking was non-refundable. We are perfectly aware of that. But there is a considerable difference between being legally entitled to keep someone’s money and choosing to do so when a genuine mistake is reported and corrected within five minutes. The hotel lost no meaningful opportunity to sell the room. We did not occupy it, use any service or cause them any actual inconvenience. Yet they still decided that keeping €150 was preferable to showing a minimum of understanding and common sense. I find this attitude incredibly petty and deeply disappointing. If a business feels the need to pocket €150 from a customer who made an obvious mistake, cancelled within minutes and immediately apologised, that tells me everything I need to know about the way that business chooses to treat people. There are plenty of hotels in Bali. I would personally choose one that understands the difference between enforcing a cancellation policy and taking advantage of an obvious, immediately corrected mistake.

Location first class cleanliness top quality. Staff fantastic. Highly recommend this hotel. Pool immaculate great variety for breakfast