“In short good or OK-lah, as we say in Singapore. Slightly below my expectations”
Reviewed 25 Jun 2016
The property makes great impression, however the cleanliness could be better - some disinfection could be helpful. Pool was not available 50% of the time because of cleaning ...Toilet in master bedro… More
What a pity for our other customers who will see this comment, which fortunately does not reflect reality and what a pity TripAdvisor does not allow comment on the clients that we receive, as other platforms do, this would be so useful, particularly in that case. Fortunately, we can respond.
I want to invite all customers who have read this comment and would like to book our home watching our previous comments, all excellent. We have more on the AirBnB platform, so do not hesitate to consult.
I would, however, clarify the status of this booking. First, it was agreed with customers delivery scooter on arrival. So we organized this delivery with the landlord and had filed all requested scooters outside the house. The day of the arrival of customers, they have suddenly changed their minds and no longer wished to have scooters (N-Max), but preferred to have smaller and less expensive scooters (2 € per day difference). So we made the change, called the owner, we pay for the scooters were available and could not be charged to our customers. We have also made every effort to provide them with other scooters, smaller and cheaper, as requested.
Concerning the broken toilet, in fact, the day when our clients have called us to report the problem, we sent a team of technicians who remained 2 hours at the villa. Not having found what the problem was, we made the choice to order more toilets. These are not available for several days, we explained the situation to our customers. Customers stayed one day and a half with a single toilet, knowing that the house has 2 toilets (we are in Bali, everything takes longer here).
At each of their call, we responded quickly, for example, when he had to change the batteries in the remote control air conditioning.
In addition, customers wanted a mattress extra floor we have them immediately available, as well as sheets and free it when we charge this additional service € 20 / day / person.
Regarding the pool, daily maintenance is performed by our staff. It is true that the pool had a green color, this being due to the use of chlorine for water treatment, which contains a lot of metal. It is a simple chemical reaction in contact with chlorine and metal, but the pool was perfectly clean and it was also explained several times to customers.
Budi (the driver) wanted to call the police because these customers would not pay some excursions. He did not even want to file them at the airport when they return because he did not feel comfortable with them. So we found another driver can drop them off at the airport, because we want our customers to be all very well received and we want to offer them a quality service.
In addition, a rafting excursion was booked with an appointment at 8 am that they canceled at 8 am when the driver was outside the door.
Finally, at the end of the stay, guests did not wish to pay a scooter which was delivered to them but apparently they have not used. That information would have been received on the last day of the stay, upon departure of customers and having no way to verify if the scooter had indeed been used, we have decided to charge the scooter to our customers, to where the misunderstanding between us.
About disinfection of the house you speak of, I do not see what you mean, this house is new (2 years) and daily cleaning is carried out by our staff. We never had any remarks about it from our many customers.
Finally, the villa is beautiful is located 5 minutes by scooter to a busy street in the center (Pengosekan). Certainly if you want to go to the other end of the center, it will take more time, the center of Ubud is very large. But this street has many restaurants, pubs, shops. Expect additional 5 minutes to reach the Monkey-Forest. On foot, it takes 20 minutes from the villa to the Pengosekan and 30 minutes to the Monkey Forest.
Finally, regarding the price, the villa was charged at that time € 90 per night (low season) or one of the least expensive of Ubud villas. You'll struggle to find cheaper.
We are and have always been at the disposal of our customers and sincerely sorry sum of these misunderstandings. We hope that our future potential customers will be based on other reviews, all very good.
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