The letter below was written to the owner who would not budge on a refund. We paid $1,800 USD and were only refunded $900 USD meaning we paid $900 USD for one night in a poorly maintained villa. The owner would not negotiate and we were forced to pay more money to pay for a new villa, poor, poor, poor customer service.
To whom it may concern
As you would be aware we moved from Lumut3 yesterday dissatisfied at the state of the villa. I could not speak more highly of Nick's handling of the matter in working to find a solution. (Nick is the booking agent)
I'd like to bring to your attention our experience. We arrived through the garage to walk past an old mattress leaning against a wall and other old furniture and were warmly greeted by a disheveled but friendly woman who we later learnt was the housekeeper. We noticed a room with what looked like sheets hanging over sliding doors hiding some kind of store room. This was our first impression of the villa.
We then went into the pool area where we noticed broken and missing tiles in the pool that overall didn't look very clean.
As we went to the kitchen there were an abundance of cables and leads protruding from the rear of the fridge and an unexplained plastic bag housing something electrical, this concerned me as it didn't look safe and we had our young daughter with us.
The fridge had food items left in it from a previous guest. The appliances in the kitchen were dated and rudimentary. Many of the cups and glassware were stained due to their age. The cleaning equipment was filthy and well past its used by date. There was mention there was a washing machine when we booked but I was not prepared to even walk into the laundry due to its poor condition.
Unannounced a pool cleaner let himself into the villa and without a word went about his work and then left.
The beds in both rooms were particularly hard with linen in one room that was grey from over use. The Airconditioning in one room did not work correctly leaving the room unbearable to sleep in. Few of the bedroom locks worked that made my wife particularly anxious as there was building taking place overnight in the adjacent property. Mosquitos easily entered both bedrooms with only one room having a mosquito net.
We arrived to the villa after dinner to find the garage door wide open and the security guard slumped on a bench seat outside.
All in all it was a very unpleasant experience made all the worse by now having to find a new villa and moving.
Nick has advised me of your offer of a 50% refund. Given the circumstances I do not believe this to be fair compensation given that the villa has not bee appropriately maintained to offer to international guests.
We based our booking on the numerous positive reviews the property has online, this is not what we found.
I believe a fair offer would be to pay you two nights accommodation and you refund us seven nights. We have acted in good faith and have now had the inconvenience and stress of seeking to right this situation.
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We enjoyed our stay at the villa, all the staff are very friendly and helpful. So many amazing resturants and shops, literally down the road. Missing it already ☺
We had a wonderful time in this villa which is perfect to relax. The location is interesting to stay in Seminyak. It's closed from restaurants, shops and beach...and quite at the same time.
It's very big and comfortable for a family of 4.
If we come back to Seminyak, we will stay here again!
Villa Lumut 3 is in a great location, down a laneway about halfway along Jl Kayu Ayu (eat street). Although we had scooters, it's walking distance to restaurants, cafes, shopping and the beach. The villa has a large pool with two sunlounges (receives sun until about mid afternoon) and two bedrooms (each with own ensuite - no bath) separated by the open living and kitchen area. The kitchen is fully self contained so you can prepare meals if you like....although why would you with so many great dining options nearby. There is also a washing machine. The housekeeper, Komang, is lovely and comes to clean and tidy between 10 and 1 and there is a security guard on duty from 6pm until 6am. Considering it's so close to the 'hub' it's surprisingly quiet. With the bedrooms being completely separated it is great for couples travelling together or for those with older children - probably not ideal for those with younger children. The villa is quiet spacious and open and you certainly don't feel boxed in as with some villas. We would definitely stay again!
We had the best time at Villa lumut . We arrived on silence day and the owner had kindly purchased supplies for us. The villa is spacious and exactly like the photos. Well positioned to restaurants and bars. Housekeeper was beautiful and our night watchmen very helpful. Special thanks to Jarreth for going out of his way to assist my husband with his lost phone/wallet. We went with our close friends who were equally impressed. We will never stay in a hotel again! We will definately be back. Thank you for a great holiday.
We stayed for 4 nights at Villa Lumut and it was delightful! The Villa is beautifully laid out, giving a sense of sprawling spaciousness. It's completely private and yet a minute away from the heart of the shopping and dining area in Seminyak. Rooms and linen were very clean, and the kitchen well equipped. The icing on the cake was the cleaning and laundry service provided by a smiling, pleasant housekeeper. Thank you Komang!
They also provided booking services for the surfing class out kids wanted to take, and recommendations on restaurants. We'll definitely be back!
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