We just spent a week in Bali, 4 days in Kamandalu Resort and Ubud Hanging Garden ; and the last 2 nights at the Villa Kubu. We read the wonderful review about villa Kubu and also their wonderful website, but what we experienced are really different.
1.We booked Villa 11 about 1 month in advance. Everything is confirmed; but when we arrived they gave us Villa 12 because they said everything is the same and besides, Villa 11 was ccupied already.
2.We took a package that includes half day tour. They agree to pick us up at Ubud Hanging Garden as an exchange for the half day tour. On the pick up day they told us half day means only 4 hours and the time from Villa Kubu to UHG is 1 hour. I asked whether it means that 3 hours after their driver arrived, we must have reached Villa Kubu? The woman named Made said NO ,we were only given 1 hour to reach Villa Kubu. I asked to speak to the lady who made our reservation and Ms Made said she was not available because she was having a "meeting"! After that she didn't try to contact me again eventhough she promised to check and call back!
3.At 11.30 when Ms Made called, she told me the driver was already at UHG waiting. But when we checked out, the driver was not there and in fact, he was 1 hour late. We really didn't mind waiting, but why giving the information without checking?
4. About 5 minutes after we arrived, we were told to choose the breakfast menu for the next day . Ms Made told me I could not delay the selection until later because they must prepare it. After that I was also told that I must decide when I would like to take the massages (later I fount out that because they must call outside spa to provide massage in the villa)
5.At the first nite and second nite, before we went out, we asked them to clean the villa (the dishes especially). They said yes. But until we got back, nobody cleaned it. It happened at first nite and second nite.
6.The breakfast was so poor. My husband order Indonesian breakfast and the fried rice contained carrot and cabbage without any meat or sausage ! It has no taste at all! The fruit they served was only 3 slices of watermelon, papaya and banana! My American breakfast was some toasted white bread, 3 thin slices of bacon, and really plain omelete without anything on it ! :-o
7.On the second day, because we were so dissapointed with the first breakfast, we only order continental breakfast with means 2 croissants, 2 chocolate bread and the other 2 breads. The "chefs" also prepare 2 glass of juices which he took the ice from the refrigerator and he just put the ice cube tray together with the other dirty dishes on the kitchen sink. That day we also asked the water gallon to be replaced and the man who replaced the gallon water just throw the plastic seal from the bottle on the kitchen floor!! That morning the trash bin in the kitchen was full and the helper just change the gallon water then left.
8.Because of all the mess, we asked the Villa to send somebody to clean ; they told me that because we would check out that day, they didn't provide a cleaning service!
9.We chose massage for 2 people at 21.00 because they said it was OK untill 21.00. But twhen the spa girls came, looked so tired, and later they chat that the 21.00 appointment was too late for them! They were from outiside spa and they told me I was their 6th guest in a row so they were exhausted.
We were amazed by Villa Kubu management because it was the first time that we must complain about a hotel service! We are not the type of people who like to complain and some problems here and there are really OK. But Villa Kubu staff simply don't care. It's a shame because the villa itself is wonderful. I don't know whether the owner knows about her employee behaviour or not? The Villa they have only 12. How busy can they be? I just think the managament simply don't care. The rate that we paid for the package is Rp.1.88 millions/nite (200 USD/nite) or total around 400 USD for 2 nights.