Thank you Stefan for your review and feedback. First of all, we would like to apologize if you fell that the service wasn’t up to your expectations. Unfortunately, at the time you stayed at the villa, we just had to reorganize our team as some of our usual staff were away and therefore it is possible that the organization wasn’t as great as what we normally offer. This had an impact on the communication between our manager and the staff but we have now fixed this for our next guests. However, I also want to clarify some of the things you mentioned: I talked to our manager Vicky and she told me that when you first checked in, they actually did give you a full tour of the villa premises, full explanations about safety boxes, Wine, Wifi, breakfast etc etc. Before she left you alone (to give you privacy to enjoy your holiday), she asked you if you had any questions or if you needed anything else and that you could contact her 24h/7 for her assistance. At that time you were happy to see her go and didn’t need anything from her. Our manager is not supposed to stay 24h at the villa but is available on call whenever you need her. As for your comment about Valentine’s dinner, Vicky said that you sent her a message via WA at 11am but for some reason, she only got your message at 8pm (which is 9 hours later not 24h…) I understand that disrupted your plans and we apologize for that but unfortunately there was nothing Vicky could do if she didn’t get your message, it was a connection problem. In such a case, why didn’t you simply call her via normal phone call instead of using WA? We all know that you can see on WA whenever the person receive the message or not, so when you saw that she didn’t get your message you could simply have called her or ask one of the staff at the villa for assistance, or even better, email me or Kevin to let us know. During your 5 nights stay, not once you messaged us to let us know of any situation. We did email you asking how was everything going a couple of days after your check in to make sure you were having a great time but you never replied to our message. Instead of that we discover what went wrong in your review… I can ensure you that if you did let us know we would have done everything to sort your issues. As for the Valentine dinner, after she finally got your message, Vicky actually did try to book you the restaurant you asked her to book but you got unhappy when she told you that that restaurant was asking a 50% down payment and then you refused her to help you book another place. It’s the same thing regarding the driver, never you mentioned to any of us that you were unhappy with his service, if you did we would have find you another driver. Although you are the first guest to ever complain about this Balinese driver that has only great reviews on his website and (Hidden by Airbnb) page… We use him for many years now and all our guests have always been happy in the past…
In any case, we do take your feedback into consideration to improve our service as we always try to do better, and we hope that you still enjoyed your stay with us. We can still ensure that our next guests will have a great experience staying at Villa Artis as all our other reviews prove it.