酒店回复: Dear Guest,Thank you for taking the time to share your recent experience during your transit stay with us. We appreciate your thoughtful observations regarding the design, facilities, and location of our resort, and we are pleased to know that several aspects, including the ambiance and our unique blend of modern and Indonesian elements, were to your satisfaction.However, allow us to address a few important points you raised, as it is our duty to uphold both transparency and the standards we consistently strive to maintain as a five-star resort.Housekeeping & CleanlinessOur housekeeping team thoroughly inspects all guest rooms prior to check-in, adhering to a strict checklist to ensure cleanliness and readiness. We regret to hear that you found a hair on the carpet, and while we acknowledge it may seem minor, we take such feedback seriously. However, like to clarify that had this been reported to our team during your stay, we would have responded promptly to resolve the matter. Without any report or reservation details provided in your review, we are unfortunately unable to trace the specifics of your check-in experience to follow up further.Check-In ProcessIn accordance with international hotel standards, our official check-in time begins at 3:00 PM. Guests are required to register with valid identification (passport) upon arrival, as part of regulatory compliance. For early arrivals, we gladly invite guests to relax in our arrival lounge, where complimentary light snacks, coffee, and tea are provided while the room is being prepared. Whenever possible, we are happy to extend early check-in based on availability. We sincerely apologize if this was not communicated clearly during your arrival, which may have led to confusion regarding the waiting period.Restaurant ServiceWe have taken note of your comments regarding the delay in restaurant service. Please allow us to clarify that during late dining hours, our restaurant may operate with a leaner team, especially after the last order is taken. However, this should never compromise attentiveness or service efficiency. Your feedback has been shared with the Food & Beverage team to ensure internal follow-up and retraining where necessary. While our staff are assigned to different sections, they are trained to support one another during low-traffic hours, and we regret that this coordination was not apparent during your visit.Once again, thank you for your feedback. While your stay was brief, we sincerely hope it will not be your last. Should your travels bring you back to Bali, we would welcome the opportunity to deliver a more seamless and memorable experience in line with the high standards we are known for.With warm regards,Ayin PurwatiResort & Service Manager

酒店回复: 尊敬的Thibault_tokyo， 感谢您抽出时间分享如此周到细致的入住体验。我们很高兴听到您喜欢我们美丽的度假村、周到的服务、美味的早餐和美味的鸡尾酒，尤其是您对Dina女士的赞赏。您对我们员工的称赞以及退房后仍可使用我们设施的便利性，对我们意义非凡，我们很荣幸能成为您在巴厘岛最喜爱的酒店之一。 然而，由于客房准备延迟，给您抵达时带来的不便，我们深感抱歉。您入住时，我们的客房已满房，我们的客房清洁团队需要更多时间才能将您的客房打理得符合我们一贯的高清洁度和舒适度标准。我们完全理解这次延迟令人失望，并且对于前台在您等待期间的沟通未能达到您期望的专业和礼貌水平，我们深表歉意。请放心，我们会认真对待您的意见，并将对接待团队进行再培训，以提升他们的沟通能力和专注力，确保每位客人都能感受到充分的支持和重视。 虽然我们出于善意提供了延迟退房服务，但我们深知这并不能完全弥补抵达后等待的不便。为了提升客人在此情况下的舒适度，我们专门提供了一个抵达休息室，提供小吃、咖啡和茶水，作为免费的等候区，让客人在客房准备期间可以放松身心。如果当时没有向您明确告知此选项，我们深感抱歉。 您的反馈对我们改进服务标准至关重要，我们真诚地感谢您在我们不断改进的过程中给予的理解。尽管最初给您带来了不便，但我们希望您在巴厘岛安瓦亚海滩度假村致力于为您提供安静舒适的环境中度过了一段美好的时光。 我们期待在不久的将来再次欢迎您，为您带来更加顺畅愉快的体验。 此致， Ayin Purwati 度假村及服务经理

酒店回复: 尊敬的 Kenneth Hoo， 感谢您一直以来的信任和再次选择入住我们酒店。我们非常荣幸地得知 The Anvaya 仍然是您的首选，并非常感谢您对我们优越的地理位置、便捷的地理位置以及靠近机场、库塔海滩和海滩步道购物中心的评价。我们也很高兴得知，我们早餐的品质和种类持续给您留下深刻的印象。 我们理解您对入住期间无法进行 SPA 服务的失望。我们的 SPA 因其卓越的护理和服务而备受青睐，因此，尤其是在旺季，预约通常提前很久就被订满。为了提升您未来的入住体验，我们强烈建议客人在抵达前提前预订 SPA。我们的团队随时准备协助您提前预订，确保您能顺利度过理想的时间。 您对我们的设施、环境、清洁度和服务的认可激励着我们保持最高标准，继续为所有客人提供卓越的体验。 我们真诚期待您第三次入住，并希望为您提供焕活身心的水疗体验，满足您的所有期望。 谨致问候， Ayin Purwati 度假村及服务经理

酒店回复: 亲爱的易先生， 感谢您与我们分享您近期的入住体验。我们很高兴得知您对我们酒店靠近机场的便利位置（尤其适合转机入住）以及我们优质的餐饮和员工的热情款待表示赞赏。我们非常感谢您的好评，并已将您的评价告知我们的团队，我们的团队以提供周到贴心的服务为荣。 然而，我们很遗憾地了解到，您在入住期间的某些方面未能完全达到您的期望，尤其是房间湿度以及床单和枕头带来的不适。对于由此造成的任何不便，我们深表歉意。 受季节性气候模式的影响，巴厘岛最近几周气温异常高，湿度也异常高。这些自然环境条件有时会影响室内气候，即使是在有空调的房间内也是如此。我们理解这可能会影响您的印象，如果这影响了您入住期间其他积极的方面，我们深表歉意。 关于枕头和床罩感觉潮湿的问题，我们深感抱歉，在您入住期间未能告知我们。如果我们事先知晓，我们的客房服务团队将非常乐意及时为您更换床单或更换新的床单，确保您的舒适入住。在巴厘岛安瓦亚海滩度假村，宾客满意度是我们工作的核心，我们始终致力于快速、周到地响应宾客的需求。 再次感谢您的宝贵反馈。我们真诚希望未来有机会再次欢迎您，并为您提供更加顺畅、愉悦的入住体验。 此致， Ayin Purwati 度假村及服务经理

酒店回复: Dear YYyiyi,First and foremost, we would like to express our sincere appreciation for your continued loyalty and for taking the time to share your recent experience with us. We are truly grateful for your kind recognition of our surroundings, cleanliness, amenities, and service.However, we deeply concerned to learn that certain aspects of your stay did not meet your expectations. Please allow us to address your feedback with the utmost care and respect.Regarding the issue with the damp quilt, we would like to clarify that our Housekeeping team had indeed been informed of your request and had promptly replaced the quilt upon servicing your room. We sincerely apologize if the replacement still felt damp to your comfort; had we been informed of any further discomfort following the replacement, we would have taken immediate additional action. Your well-being and satisfaction are our highest priorities, and we truly regret that we were not made aware of any continued concern during your stay.With regard to the unfortunate incident involving a fall in the bathroom, we are very sorry to hear this and hope for a swift and full recovery. However, we must respectfully note that no report or notification regarding this incident was conveyed to our team during your stay. Such information would have enabled us to provide immediate assistance and care, as well as to take appropriate preventive measures. The safety of all our guests is of paramount importance, and any such concern, when reported, is treated with the utmost urgency and seriousness.As for the refund of the deposit, we understand the frustration such delays can cause. Please be assured that once the refund process is initiated on our end, it may be subject to processing times by banks beyond our direct control. Nonetheless, our team remains committed to assisting guests until all issues are fully resolved.At The Anvaya Beach Resort Bali, we strive to deliver impeccable service and exceptional experiences. We deeply regret any inconvenience that may have impacted your otherwise enjoyable visit and appreciate your feedback as an opportunity for us to improve.We truly hope to welcome you back in the near future, where we will be honored to restore your full confidence in our service.Warm regards,Ayin PurwatiResort & Service Manager

酒店回复: 尊敬的宾客： 我们谨代表我们全体团队，衷心感谢您周到而慷慨的评价。得知您最近的入住体验为您在巴厘岛的旅程画上了圆满而难忘的句号，我们深感欣慰。 我们很高兴您发现我们的度假村不仅位置优美、交通便利，靠近机场，而且设施齐全、设计周到——尽管规模较大。在安瓦亚度假村，我们致力于通过郁郁葱葱的景观、宁静的氛围和热情的巴厘岛式待客之道，提供兼具宏伟气派和私密感的住宿体验，确保每位宾客都能享受到宁静而个性化的体验。 您对我们的泳池和直达海滩的便利，尤其是日落美景的赞赏，对我们意义非凡。海滨的自然美景确实是我们最珍视的特色之一，我们很高兴它给您留下了如此深刻的印象。 听到您对我们自助早餐的称赞，我们也感到非常高兴。我们的烹饪团队以精心挑选种类繁多的本地和国际美食以满足每位客人的味蕾而感到自豪，我们很高兴这些菜肴的种类和品质超出了您的预期。 虽然我们理解您没有机会体验我们的午餐或晚餐服务，但我们衷心希望您下次光临时，能够尽情享受我们度假村提供的全方位美食之旅——无论是在星空下的海滨用餐，还是在我们特色餐厅享用更私密的晚餐。 再次感谢您的反馈。我们非常感谢您的认可，并希望在不久的将来再次欢迎您光临巴厘岛安瓦亚海滩度假村，享受另一次非凡的住宿体验。 此致， Ayin Purwati 度假村及服务经理

酒店回复: 尊敬的宾客： 感谢您与我们分享您真挚的入住体验。得知您不仅选择安瓦亚酒店作为2024年的蜜月之选，还将在2025年再次选择这里作为暑期度假的目的地，我们深感欣慰。欢迎像您这样的回头客是我们最大的荣幸之一，也体现了我们希望通过我们的服务和热情好客与您建立持久的联系。 我们很高兴地了解到，虽然安瓦亚酒店可能并非一家现代化或奢华的度假村，但它始终秉持着更有意义的理念——真诚、舒适和贴心的关怀。我们始终致力于确保每位宾客都能享受到温馨而充实的住宿体验，衷心感谢您对我们干净泳池、专业员工和精心策划的度假项目的认可。 我们非常高兴您有机会参加今年的小海龟放生活动和印度尼西亚独立日庆祝活动。这些体验是安瓦亚酒店 (The Anvaya) 最珍贵的回忆之一，我们很高兴它们不仅为您带来了欢乐和难忘的时刻，也为您带来了一份特别的纪念品——一份您与我们度假村和文化之间紧密联系的象征。 再次感谢您的信任和推荐。您用心的评价对我们来说意义非凡，我们期待未来再次欢迎您，享受更多难忘的住宿体验。 谨致问候， Ayin Purwati 度假村及服务经理

酒店回复: 尊敬的 Sarah Louise： 感谢您在近期入住巴厘岛安瓦亚海滩度假村后抽出时间分享您的反馈。 我们想借此机会澄清一些关于您评论的重要事项。您预订的房型是尊贵客房，我们可以确认您提供的客房确实符合此房型。我们所有的尊贵客房均可欣赏花园景观，这一点在我们所有官方和合作平台上均有明确说明。我们还想强调，我们的网站或任何授权的在线预订平台上均未宣传海景房，因为度假村不提供海景房。 关于您提到的霉味和蚊子问题，我们想指出的是，在您入住期间，我们团队并未收到任何此类投诉。如果我们注意到了您的投诉，我们的客房服务团队会按照我们的标准程序迅速而彻底地处理。 我们还想告知您，巴厘岛是一个热带岛屿，虽然在这样的环境中偶尔出现蚊子是正常的，但度假村对此非常重视。我们定期进行虫害防治，并在每个房间提供驱蚊剂，并将其放置在衣柜内，方便客人使用。此外，我们强烈建议您始终关闭阳台门，以最大程度地减少室外昆虫的入侵。 关于海滩区域，我们谨此澄清：虽然它位于度假村后方，但实际上是当地政府管辖的公共海滩。我们的团队致力于保持海滩的清洁和美观，每天进行两到三次清洁。然而，由于海滩是自然环境，某些季节变化或天气状况可能会不时影响其外观。 感谢您对我们早餐和友好员工的赞赏，对于您在其他方面未能达到您的期望，我们深感抱歉。我们始终致力于为所有客人提供高标准的服务和透明度，我们相信此回复能够澄清您所提出的问题。 此致， Ayin Purwati 度假村及服务经理

酒店回复: Dear Aichijuzidesitubaiwei,Thank you for taking the time to share your recent experience with us. We are pleased to know that you found our location convenient and appreciated the vibrant surroundings of Kuta, as well as the accessibility to nearby attractions such as Discovery Shopping Mall and Beachwalk Shopping Center. Our direct beach access is indeed one of the unique highlights that many of our guests enjoy.At The Anvaya, we take great pride in offering a tranquil oasis in the heart of Bali’s liveliest district — a balance of peaceful beachfront serenity and convenient urban energy. While we understand that Kuta may not suit every preference due to its dynamic atmosphere, it remains a sought-after location for guests who enjoy proximity to entertainment, dining, and cultural experiences.We are, however, concerned by your comment regarding the perceived difference in treatment by our front desk team. Please allow us to state firmly and respectfully that The Anvaya Beach Resort Bali does not tolerate any form of discrimination. We hold ourselves to the highest standards of professionalism and inclusivity, and our team is trained to provide equal respect, warmth, and service excellence to guests of all nationalities and backgrounds.We are pleased to hear that you had a meaningful interaction with one of our team members who had experience in Beijing — such moments of cultural connection are exactly what we hope to foster at our resort.Thank you once again for your feedback. It serves as an important reminder of our continued commitment to excellence in both service and hospitality. We hope to have the opportunity to welcome you back and offer an even more refined experience in the future.With sincere regards,Ayin PurwatiResort & Service Manager

酒店回复: 尊敬的玛格丽塔： 我谨代表我们全体员工，衷心感谢您的好评，并感谢您抽出时间与我们分享您的入住体验。 得知您的入住体验无与伦比，我们深感欣慰。您对度假村氛围和风格的赞赏，以及您在入住期间感受到的舒适和灵感，都让我们倍感欣慰。我们始终致力于打造一个宁静祥和、精心设计的环境，让宾客在精致的环境中充分放松、感受灵感，并尽情欣赏巴厘岛的美景。 我们也非常高兴地得知，您觉得我们提供的早餐种类丰富、美味可口，并且您的客房在风格、舒适度和现代感方面均符合您的期望。我们致力于打造一个温馨宜人的空间，让每一个细节都为您打造难忘的入住体验，这是我们引以为豪的。 我们非常感谢您的赞赏，同时也注意到您关于夜间噪音干扰的评论。对于由此造成的不便，我们深表歉意。请放心，我们的团队致力于确保所有宾客的舒适与宁静，您的反馈将与相关部门分享，以帮助我们进一步改善高峰时段的宾客舒适度。 您对我们团队热情好客和专业服务的认可对我们意义非凡。我们相信，真诚、用心的服务是卓越宾客体验的核心，而我们的团队能够为您打造难忘的入住体验，我们感到无比欣慰。 再次感谢您选择巴厘岛安瓦亚海滩度假村。我们衷心感谢您的信任，并希望在不久的将来再次欢迎您，享受难忘的住宿体验。 此致， Ayin Purwati 度假村及服务经理