I stayed at Heaven Sayan for four nights on a trip to Ubud with four friends.
We all love Ubud, and have been back many times. This was our first time at Heaven Sayan, but I'm sorry to say it will most definitely be our last.
Heaven Sayan is described as a luxury resort, and in some ways it is; Nice building, a sparking pool for every villa.... But in so many other, very important ways, it is not.
The service was appalling. Every single breakfast we had at the hotel was a miserable struggle. Simple orders like coffee and tea were forgotten, the tables were never set with cutlery, requests for cutlery were ignored, boxes of tissues in place of napkins, sloooooowwwww service and, sometimes rude service. When my friend asked to order a different breakfast after her first order of a cheese jaffle arrived stale and cold, she was told that she was only allowed one breakfast choice and she wasn't allowed another meal.... The décor in the breakfast room was makeshift at best; Smirnoff Ice bottles glued onto plywood planks and used as flower vases were evocative of a Kuta backpacker hostel.
Then there was the matter of the rooms; Beds not made up after coming home from a long day out in Ubud, Towels taken but not replaced with fresh ones, a kitchen so poorly equipped that the cupboard contained one glass, two mugs and a single plate for four people, room service plates not cleared away for almost two days, even after multiple requests.... the list goes on and on.