Pullman Lombok Merujani Mandalika Beach Resort

The pool, the breakfast and Bahri was a legend

The cost was more expensive but understandably 5 star, and the timing of the dinner was poor as each meal came out at very different times but this is not a big deal.

Really good breakfast buffet with lots of food options. The pool is beautiful and clean. The beach is also beautiful and the best thing about staying in Kuta. Rooms are nice, comfortable, with a lovely bath and nice balcony. If you’re staying in Kuta, this is the best hotel available.

Pool bar service is extremely slow. Beach lounges need to be cleaned up during the day. There are lots of smokers and no ashtrays, so cigarette butts are left in the sand. Disgusting. Food at the hotel is really expensive. The pool was full of young children, so I didn’t use it and swam at the beach instead. There isn’t much to do in Kuta. The hotel offers a shuttle into town for $6, but when I used it, the driver didn’t pick me up or answer WhatsApp. I was stranded in town for nearly an hour until I called reception and they sent someone to get me. You can’t get Grab in Kuta. Senggigi is a much better area to stay, with better resorts and more to do.

Everything

We spent eight nights in a two-bedroom pool villa — our first Pullman stay. The physical product earns the five-star rating: nice villa, well-kept grounds, and a restaurant that's reasonably priced with decent food. The staff were friendly throughout.

Where it falls short is in how the hotel is run - and to be clear, this isn't about the staff, who were friendly throughout. It's the details that separate a real five-star resort from a nice hotel: an underwhelming welcome, staff in football shirts in the main restaurant, no one remembering guest names over an eight-night stay, inconsistent housekeeping (not done until mid-to-late afternoon on several days). On check-out day, having already booked a buggy pick-up, we were called at noon to hurry out of the villa. The people are willing, but the direction that pulls it all together was missing; we didn't see a manager or GM during our stay. Would we return? Possibly, for the villa and the value, but would be even more inclined if the service catches up to the five-star rating.