Dear Guest, Thank you indeed for staying with us recently and for posting your positive review. We look forward to the pleasure of again welcoming you to The Oberoi, Bali in hopefully not too distant future. With kind regards,

Dear Stuart,Thank you for your review on the Expedia platform. I was surprised and disheartened by your 2-star rating and your feedback. Along with our sincere apologies for any inconvenience you experienced, I would like to provide a clearer picture of the situation for the Expedia audience. We deeply regret that you had to move rooms due to an unpleasant smell in your initial accommodation. We pride ourselves on providing a unique and comfortable experience in our traditional Balinese style hotel with grass thatch (alang-alang) roofs. The natural thatch roofs along with cool air-conditioned rooms with marble floors below sometimes does emit an odor from the thatch, especially when roofs have been replaced with new thatch (alang-alang). I am sorry the odor was unpleasant and you wished to move rooms. While it is disappointing to learn that you felt your concerns were not addressed, I would like to acknowledge the efforts of our staff who assisted you at that time. From checking back on your comfort to placing a dehumidifier and an essential oil burner in your new room, our team aimed to rectify the situation and ensure your stay was as pleasant as possible. I am sorry you felt nobody ‘cared’. Your feedback is invaluable to us, and we are taking steps to ensure that such issues are promptly and effectively managed in the future. We want every guest to feel cared for and appreciated, and your experience has highlighted an area where we could improve.Thank you for bringing this matter to our attention on Expedia. I would have been delighted to receive your feedback in person here at the resort as well, and to have had the opportunity to prove how much we really do care. Despite your comment that you wouldn’t stay here again, I would be delighted to have the opportunity to welcome you back to provide you with the exceptional experience that so many of our guests have enjoyed and lauded us for.Sincerely,John W. HalpinGeneral Manager