Pullman Lombok Merujani Mandalika Beach Resort

Clean, beautiful

Slow service, hard to get back to the hotel (no taxis)

Relaxing Excellent staff Great food

Nothing at all.

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.

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.