The Apurva Kempinski Bali

Dear Ms Monika, Thank you very much for staying at The Apurva Kempinski Bali and for taking the time to share your valuable feedback. I am delighted to know that you enjoyed your dinner experience at Izakaya by Oku, and I truly appreciate you highlighting this positive aspect of your stay. At the same time, please allow me to express my sincere apologies for the shortcomings you encountered during breakfast and for the unpleasant smell in your room. I fully understand how these experiences would have caused discomfort and detracted from the overall enjoyment of your stay, and I regret that we did not meet your expectations on these occasions. Regarding breakfast, there are periods—particularly during peak occupancy—when the restaurant can become busier than usual. That said, this should never compromise our guests’ comfort. We are actively reviewing our seating flow, peak-hour staffing, and alternative dining arrangements to ensure a more relaxed and seamless breakfast experience moving forward. Concerning the room condition, a musty odor is certainly not acceptable. This matter has been addressed with our Engineering and Housekeeping teams to conduct a thorough inspection and ensure proper ventilation and preventive measures are consistently maintained. Your feedback is invaluable to us, as it allows us to identify areas that require immediate attention and improvement. Please be assured that we take your comments seriously and are committed to enhancing both our facilities and service delivery. Thank you once again for your candid review. I sincerely hope we will have the opportunity to welcome you back in the future and provide you with an experience that fully reflects the high standards of comfort and hospitality we strive to uphold. Yours sincerely, Vincent Guironnet General Manager