very bad . from staff to rooms. only buffet was good.

Great rooms, breakfast awesome

We have stayed at TKBHH for the past 10 years. Staff become lifetime friends. Service is always friendly and professional. Rooms are clean and comfortable. Fabulous location opposite Kuta Beach.

Hotel staff were first class absolutely awesome people hotel needs some upkeep but ok

Hotel staff are very friendly.

We stayed at Kuta Beach Heritage Hotel from 9th to 13th September 2026 in Rooms #126 and #310 (Heritage Suite King). Having booked what we understood to be the costliest room category available, our expectations were naturally high. Unfortunately, the experience was extremely disappointing. In fact, for the price and positioning of the hotel, the condition and service were unacceptable. The only real positive was the location. Almost everything else fell well below what one would expect from a premium hotel. The Room — Premium Price, Far From Premium The rooms were, to put it mildly, in pathetic condition. Bad smell: The room had an unpleasant smell that immediately made the stay uncomfortable. Dirty and stained curtains: The curtains had visible stains and were dirty, adding to the overall unpleasantness. They also carried an unpleasant smell. Poorly maintained fittings: Several taps were wobbly and appeared broken or poorly maintained. Balcony flooring: The wooden flooring on the balconies was cracked and broken, which is both unsightly and a maintenance concern. Windows: The window glass was not properly glazed, allowing considerable outside noise to enter the room. The glass also had visible stains and clearly needed better cleaning and maintenance. Inconsistent amenities: Room #126 had a fruit basket, while Room #310 did not, despite both being booked under the same Heritage Suite King category. Bottle openers were also available only in Room #126. When you pay a premium for a room, you expect consistency, cleanliness and proper maintenance—not to discover that basic amenities depend on which room number you happen to receive. Housekeeping — What Exactly Was Cleaned? The housekeeping experience was particularly disappointing. The room was supposedly cleaned the following day, but the used cutlery from the previous day was simply left inside the room. After returning from a full day of sightseeing, the last thing we expected was to walk into the room and find used cutlery still sitting there. I called multiple times requesting that it be removed. Despite repeated calls, nobody came to collect it for what felt like an eternity. This is not a luxury-hotel experience. This is basic housekeeping. Room Service — Extremely Poor Room service was another major disappointment. Getting something as basic as cutlery delivered to the room required multiple phone calls and an unreasonable wait. There seemed to be little urgency or ownership in responding to simple guest requests. And then comes the hotel's interpretation of sustainability. In keeping with the seemingly endless trend of calling everything "sustainability," we were provided wooden spoons for in-room dining. Sustainability is commendable when implemented thoughtfully, but it should not become an excuse for compromising guest experience or basic hospitality. The Spa — A Miss We also tried the hotel spa, and unfortunately, that experience was equally underwhelming. The spa service was disappointing and simply did not live up to what one would expect from a hotel operating at this price point. It added little value to the overall experience. The Noise Problem Outside noise was clearly audible inside the room. The windows did little to insulate the room from the surrounding noise, making it difficult to get the peaceful hotel experience one expects—particularly when staying in a premium room category. For a hotel positioned as a heritage/premium property, basic sound insulation should not be an unreasonable expectation. The Bigger Problem — Management and Attention to Detail What disappointed us most was not one isolated issue. It was the combination of poor maintenance, inconsistent amenities, weak housekeeping and extremely poor service responsiveness. These are all things that should be caught through routine hotel inspections and basic management oversight. The frustrating part is that none of these problems are complicated to fix. Clean the curtains. Repair the taps. Replace broken balcony flooring. Clean the windows. Ensure both rooms have the same amenities. Improve housekeeping follow-through. Respond promptly to room-service requests. These are basics. A Comparison Worth Making For context, immediately before checking into this property, we spent three days at Tira Vilagna in Kintamani. The contrast was striking. I would strongly suggest that the management team visit and experience a property like Tira Vilagna—not because every hotel needs to be identical, but because there are clear lessons to be learned about hospitality, attention to detail, upkeep and the overall guest experience. Final Verdict I have travelled extensively and have stayed at and experienced a wide range of hotels across different destinations and price points. I therefore do not make this criticism lightly. We specifically chose the Heritage Suite King, paying for what was supposed to be the hotel's most premium accommodation. Unfortunately, the room condition, cleanliness, maintenance and service did not come remotely close to justifying the price or expectations attached to that category. The location is the only significant positive I can mention. Based on our experience, I would not recommend this hotel to travellers looking for a genuinely premium or well-managed stay. Perhaps the property should consider a more fitting name: "Kuta Beach Heritage Hotel Bali — MISMANAGED by Accor" That may sound harsh, but after four days of dealing with poor room conditions, inconsistent amenities, disappointing housekeeping, frustrating room service, a subpar spa and inadequate maintenance, it accurately reflects how the stay felt to us. A premium room comes with premium expectations. Unfortunately, what we received was premium pricing with anything but a premium experience.

Staff were great, so friendly couldn't do enough for you. Pricing very competitive rooms were clean tidy and well appointed.

Great hotel with super friendly staff. Dayu Ratna was lovely and ensured we had everything we needed. One of the best buffet breakfasts in terms of variety that I heve ever seen.

Had a great stay at Kuta Beach Heritage Hotel! The location is fantastic, right in front of Kuta Beach, with easy access to shopping, restaurants and everything around Kuta. The breakfast was really good with plenty of options, and a special thank you to Putu and the team for their friendly and excellent service throughout our stay. They made us feel very welcome. As an Accor Diamond member, I really appreciated the complimentary upgrade to a beautiful suite — a great recognition of the membership and a lovely touch that made our stay even better. Overall, a fantastic experience. Great location, great breakfast and wonderful staff. I’ll definitely come back and highly recommend this hotel! 🌴🏖️

We met Jamal Muhamad personally and he made us feel so welcome. Every morning he made sure he spoke to us, and we felt blessed.

It was wonderful to return to the Heritage again - we enjoyed the hospitality - the staff were excelelnt.

I loved my stay the location is good the rooms are lovely and well maintained.

Very nice hotel! Rooms are clean, good choice of food for breakfast and very-very friendly and helpful.

July - August I stayed at the Heritage on 3 occasions totaling 18 nights. If I didn't like the place I wouldn't of come back the second time. Repeat visits are the best.. Great crew - friendly smiles at the buffet breakfast, helpful concierge with selecting and advising on tours (at a discounted price similar to the street vendors). Great spacious room, lucky enough to be assigned a front room with a balcony that treated me to fireworks every evening.

The staff were so friendly and helpfull! The facilities are great too, loved the breakfast and the beach is just over the street. Our one year old boy got sick and we had to get medical assistance, luckily for us they have a medical team on the ground floor stand-by. Thanks again! Suksma!!

Overall a very good stay. Disappointed that our balcony did not face the ocean

Staff at the heritage were absolutely beautiful more than happy to help us with any and all needs!!! Cannot wait to go back and stay here again, and spend sometime up at the bar with Bayou while the kids have a swim

Not great

Perfectly located opposite the famous Kuta Beach, with all facilities close by. The staff are friendly, happy and helpful, as usual. Great buffet breakfasts and an excellent in house RIVA BAR restaurant that also boasts great ocean views.