I have never been treated so rudely anywhere in the world! Holes in the floor are apparently fine according to management. We were promised a pick up from airport and they never showed. No one could find the hotel. Then when we eventually found it the room we recieved was unorganised and under construction. The dvd player did not work, Tv did not work, wifi did not work, bath was broken, everything unplugged in the room, pool light broken, fridge broken and to top it off bugs in the room. in the end we kept complaining and we were threathened by the manager that he was going to call the police on us for complaining too much. Holiday from hell
no not stay here
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for time writing the comments about your stay at The Kuta Playa Hotel and Villas. We are aware that you will post a negative comments about our property, unfortunately, you did not telling what was really Happened. that is why now i will help you to explain the whole stories and let other people read this.
First you made booking from Online Travel Agent to stay at our property from 2nd December to 5th December 2012 you booked our 1 Superior bed room Villa.
When you mentioned that you requested to get picked up, but our staffs did not pick you up, we are truly sorry, because when your travel agent informed us about the hotel were you stayed, we couldn't find it, and when we tried to call the hotel, apparently the hotel that you were staying has no telephone number, there was an Australian number, but it didn't work.
Ms. Amy, you did mentioned that when you came to our property you cant find our property, Ma'am our property is located at the BEACH FRONT of Kuta Beach. its impossible that you have missed it. and kuta street is a One way street ( we did also put A BIG SIGN OF OUR PROPERTY WITH BANNER AND BALI HO ).
When you arrived at the Villa, we did prepare the villa for you, but then you came to us and said your Villa were not in the good conditions, then we went your villa to fixed it. and it all FIXED, but then you were asked for COMPENSATION, my Front Office Manager Apologized and he decided to UP GRATED ( as i approved this ) villa to Deluxe Bed Room Villa ( then you complained by saying that you find a big hole at the wooden floor, when we checked, its not a big hole, the wooden floor has slightly open, then we did FIXED it ) we also GAVE YOU COMPLIMENTARY DINNER for tomorrow evening for you and your boyfriend.
Ms. Amy, you did not mentioned that you lost your mobile phone at the Kuta Beach in the morning, and My Front Office Manager decided to help you and take you to the police station, since we were trying to give you good service. even tho, that's not happen at our property, but we still willing to help you.
In the evening, i was having my dinner, with my Housekeeping Manager, actually we were talked about you, i was planned to move you to our bigger villa, so you can get more relaxing, then i saw you and your boyfriend came to your restaurant. you were ordered 3 courses, and one of the order was sirloin, but when the staff explain to you that we had sold out the steak, all of sudden you were SHOUTING AND SCREAMING to the waitress and get's people attention ( that day, we just received our hotel license from our government, and we did received guests ), and you told the waitress that you were INSISTED want the steak no matter what. Madam, i was watching what was happened at my table...i even saw you, smiling with the big smile when the waitress turn her back and rushed to the kitchen for your order. then i saw you stand up and asking for my front office manager, when my front office manager came to you, you just automatically starting to complaining, with very loud voices, and you even mentioned that as front office manager he was not good, uncap able, and even you said THAT THIS HOTEL MUST NOT BEEN OPEN. you were doing this just because of a steak ?
Then you want to speaks to a higher position, then front office manager called me, then i came to your table. i told directly to you and your boyfriend that i saw what was happened. i did told you that i apologized for what was happen, but i disagree for the attitude and behavior that you shown at the restaurant. i did told you that just because we are working in the hotel business, and we trying to give the best service that we can, doesn't mean you can taking the advantages by shouting and screaming in front of the public. then you said to me that you were not shouting or screaming, you said this is the way Australian people talk, i replied to you that is not how Australian talk, i have many Australian friends and even my uncle from Perth. the way you talked to my staffs was like we owned by you, and that's wrong.
Regarding the Police issue, it's not because you were complaining, but when you said that " THIS HOTEL MUST NOT BEEN OPEN " it mean you not trusting our government when they gave us our hotel license. you have no right to make statements like that over a steak. but then, i decided not to call the police.
You also criticize me just because i confronted to you about all of this and when you know that i am from Jakarta, not bali, then you starting to make comments about how UN friendly i am. then i warned you not talk bad thing about Indonesian culture.
On that night i decided to REFUND the money that you paid, and asked you to LEAVE our villa, because we do not need guest like you staying at our property, screaming and shouting to our staffs.
When we refunded the money you said the money its not enough and you screaming " ITS A RIPED OFF " at the lobby...i told you, that is the money that we got from your travel agent. and even i did warned you to manner your voice, you cannot accused us like that, without checking, we can use your words to against you.
Ms. Amy, you did threaten me by saying " you know what ? i work in famous Australian Magazine i will make report about this, and see how your hotel gonna be ", then i replied to you " in this case, please by all mean you can write it ".
Ms. Amy, you did write down comments here with your letter head " The Worst Hotel i have ever stay at " but for us, since we just open the hotel we can also said, by far " YOU are the worst GUEST that we ever had ".
Thank you very much.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.