We have flights booked for Easter 2011 and after much research had decided on the Padma Resort at Legian. We have 2 kids and a baby, and are interested in the current Family Offer (2A and 2C in adjoining rooms). Before finalising our booking online I thought it would be prudent to enquire whether we still qualify for the offer if we have a baby as well as the 2 kids. I called the hotel reservation number 7 times over 4 days and was continually hung up on by staff who couldn't speak English. I then emailed and received a response 3 days later asking what dates we wanted. I emailed back immediately, but received no reply. This has been going on for over a week now, during which time the room rates have steadily been increasing due to the fall in the Aussie $. I am getting very frustrated as we need to lock in some decent accommodation before places book out over Easter.
For AU$450 a night I expect much better service from a hotel (even in a non English speaking country), and I am now starting to wonder whether what I have experienced so far is illustrative of the wider standard of service at the Padma. I know things are probably run on "Bali Time", but a week is a ridiculous time to answer a simple booking request, and no-one should hang up the phone on a potential customer (I have a normal Aussie accent, nothing hard to understand).
Does anyone have any suggestions about whether I should:
a. Just book the room anyway, and hope they don't charge extra for the baby (who will not eat the free breakfast or use any of the facilities), or
b. Approach submitting my reservation request another way or to another person, or
b. Head off and look elsewhere for a hotel that will communicate properly
The reasons why we chose the Padma were: Kids Club for ages 2+ (most start at 4yo), adjoining rooms, excellent reviews on Trip Advisor, recently refurbished rooms and new pool, excellent reviews about buffet breakfast, not cheap and nasty. I really thought we could have a great holiday at this place, but now I'm so unsure.