The Laguna Resort and Spa

Check-in by Lisa was one of the best, friendly, polite, professional, warm, and genuine. I had told them hotel beforehand I would check-in at 4:30pm but arrived almost an hour earlier, hence the specific room was not yet ready. What followed was borderline theatrical, like a well-orchestrated musical. To ensure I got that specific room while waiting comfortably (for the 15min or so), Lisa arranged for me to relax at De Bale while everything else was being sorted out. In fact, I saw Lisa again on my last day when she came over to say bye after checking out. It felt like I was being genuinely welcomed here.   From De Bale, Maha brought me to the room - very politely and professionally introducing me to the facilities along the way. He even remembered me after that and could address me by name when he saw me at other places, to check if I enjoyed my experience and was comfortable at the hotel.   De Bale: Lilik was extremely hospitable and caring. I requested for a coconut, they asked if I could wait for around 5-10min. I didn't realise another staff went all the way to another bar to get it for me. While waiting, Lilik brought snacks. I clarified that the cassava chips were not sweet potato/yam due to allergies. I might have got the sequence wrong, but I think Lilik informed Lisa when she came over to inform me that my room was ready, and the both of them put a note for my stay, and when I was another restaurant the staff told me that the potato was “normal not sweet”. The proactive commitment to guests' comfort and safety was exemplary. She could also remember and addressed me by name throughout the stay, and I felt like a truly valued guest.   Breakfast: Honestly, this is usually the weakest at most properties due to the crowd. However, while it was busy, Mitha was extremely helpful. Again, she remembered me and my preferences the next day even though I was seated elsewhere. Easily the best breakfast service I've ever encountered.   Arwana: The staff were extremely helpful; one asked towards the end if I wanted a dessert, I said no because I wanted an affogato at Cornerstone. He went back to the counter, and came back saying that they had ice cream and espresso, so if it was more convenient for me, they could prepare it here. This was pleasantly unexpected.   Housekeeping: Honestly, the most thorough and detailed I've seen during a stay (i.e. in between nights for the same guest booking). I've been to Japan very often so this says a lot about the standards here.   I’ve been Bonvoy platimum for the past couple years and hovering between Silver/Gold for Honors a few years longer, and the fact that I can confidently point to this as the best hotel across the Bonvoy network really says a lot about this hotel.

Brilliant hotel. We had a lagoon view room. Private and quiet. Seafront Restaurant brilliant. Breakfast amazing. Beaches clean and safe. Great spot. Staff exceptional. Even the guys that look after beach chairs friendly and accommodating. Nothing too much trouble. Can recommend highly enough. Spa a little expensive but good.