Sundancer Residences & Villas Lombok

I really liked staying here. This hotel is situated in a great location if you want to visit Gili Nanggu for the incredible snorkeling. It has a private beach which is clean but does have remnants of corals which can be sharp so ensure you take flip flops with you. It also has a volley ball court. The swimming pool is of a good size and shape. There wasn't lots of sun beds but enough for us to find one when we wanted to. The rooms were very large, clean with comfortable beds. The staff are super kind, friendly and helpful and there's a good variety at breakfast. No complaints really and would stay again

For claiming to be a 5-star hotel, Sundancer has a lot of improvements to make. From arrival to check-out, the service was terrible. Upon arrival, the staff was grumpy and told us the room would be ready in 30 minutes, but it took over 3 hours to be prepared. They said we could use the pool while we waited. However, when we asked for towels, they seemed quite annoyed and told us there were no towels available because they were all at the laundry. When we finally got to our room, it looked nothing like the pictures. It was outdated and not properly cleaned (there was a bloodstain on the pillow and the toilet was dirty). Overall, the hotel was poorly maintained, with loose bricks and wood around the pool area. There is definitely no value for money — the meals we had at the restaurant were very expensive and tasteless. After speaking to the staff about the issues, we had a conversation with the sales manager, and later with the general manager. It seemed like they didn’t care much and couldn’t offer a proper solution. We were supposed to stay for 6 nights but decided to leave after 3. This was definitely the worst — and most expensive — stay we had in Lombok.

Booked 2 nights in a pool villa. Never could have done a worse mistake. Bad reception, villa was dirty and outdated (but with a nice view). Lights not working, shower with low water pressure. Bed sheets were completely strained and had to ask for replacement, in-villa pool with missing tiles (many). And the worst: during night a strange noise woke me up, there was a big rat hanging on the curtains over my head! It managed somehow to escape. We called the reception and after a while some people came to check, but the rat was gone. No solution found. We went back to sleep but after a while again another sound: another mouse - this time smaller- running in the room. we closed it in the bathroom and waited for housekeeping. They were unable to find it and to understand where they could have come from. After we heard again some strange noise, we decided to leave the hotel (6 AM). I booked another hotel and we are trying to organize transfer. No refund, not even for the motorbike we used for a few hours. They want to charge for transfer but I am trying to avoid as I don't want to give them more money. We might have been unlucky but in our many trips in this area we never had such a poor experience and lack of understanding by the staff. Stay away from this structure.