We are frequent travellers to Bali and always try to get over there at least once a year. We loved the place and its people so much that we even got married there.
But in all the years we have visited Bali never have we encountered such disgraceful service - and this is before we even get there!
We have been in contact with only one person, Fein, and this experience has been enough to shadow our whole perspective of this country.
First of all they expect you to pay upfront and in full prior to your arrival. This I have never encountered before in our travels to Indonesia, Europe, Malyasia, Singapore, Thailand, China and NZ. Even Ayana Resort didn't require full payment prior to our arrival and we got married there! Fein explained that this is the policy for all villa rentals in Bali and that they all collectively adhere to this. After a bit of investigating I found this to be true so I acquiesced. I was then told that the charges will be billed to our credit card (with a 3% surchagrge) over the next few days. Fine - all good.
I then go to check my credit card statement online and to my great delight (saracsm) we have been billed twice. Now if they only charged a 30-50% deposit like all other establishments then whilst this would be exceptionally frustrating it would still be manageable. But as we had to pay the full 7 nights accomodation in advance, including the surcharge, and including the foreing transaction fees we are now looking at a huge amount sitting on our credit card - and all this twice!
Now a true mark of a professional business is how they handle these types of problems. But unlike other professional businesses Fein decided to approach this situation by apportioning the blame on everybody else. First he tried to blame our bank - how my bank could charge twice for a transaction that somebody else put through is beyond me. Then he tried to blame their bank. But because it is most likely their banks fault then its not their problem and funnily enough its now our problem!
There has been no geunine attempt at an apology, there has been no offers of conessions, there has been no assistance or inclination to try and get to the bottom of this. I have asked for a complete refund and cancellation and this has been ignored. I have asked to speak to the manager and this has been ignored.
How I am meant to sort this out with THEIR bank from a different country is beyond me. Now I have wasted hours emailing Fein and contacting my bank to take this to the Dispute Tribunal and meanwhile I am paying interest (twice!) on accomodation that I have no interest in visiting!
So do yourselves a favour and think long and hard before booking your stay at this establishment. Whilst these things can and do happen and are usually outside a hotel's control, the onus is still on them to make sure that the issues are resolved as quickly and with minimum fuss and stress. Never blame the clients and you most certainly never expect them to handle the problem! It seems they are overly quick to get your money and that seems to be where the service ends.
Beautiful hotels, resorts and villas are ubiquitous in Bali so please look elsewhere and save yourselves the hassle. I don't want anyone else to go through what we are going through, there are enough complications in every day life without having to go through it when trying to book a relaxing getaway!
- Official Description (provided by the hotel):
- Villa M Bali Umalas is scheduled to welcome its first guest after the big renovation in 2016. The rebirth of this Bali villa is marked with the new facilities and more comfy yet distinctive design that it has to offer. Introducing a new complex of one bedroom private villas, Villa M Bali Umalas will be an impeccable option for honeymooners. It provides secluded bedroom and more intimate living area for guests dreaming of ultimate privacy and natural calmness as the accommodation complex nestles in Umalas, a few minutes away from the trendy Seminyak area. ... more less
- Also Known As:
- Villa m Bali Hotel Kerobokan
- Villa M Bali Kerobokan