Thank you for your feedback. Below are our respond after investigating with our manager, house keeping and maintenance staff. FYI, you are the first guest to encounter this when all our guest had a great time and even gave a great review specifically to our manager, Agung. Its important that our future guest know our side of story so they can evaluate accordingly and even compare other review from previous guest before deciding booking with us.
1. House rule
We have been informed that you have arrived at our unit only at 8.30 pm while he has been waiting for your arrival since 5pm.
Upon your arrival, you have updated our manager that you will be checking out at 8 am and you do require baggage keeping service.
There is no update made to him that your flight will be at 9.30 pm and he was not being properly informed made and he has not approved any request of your late check out.
In the morning, our manager has reached the villa at 7.30 am to arrange for your transportation to airport but you only made it out from the villa at 9am. He also realised realised that you have not check out and are not ready to leave for the airport.
Since you have yet to check out, our manager has again reminded that there are guest checking in today and our house rule stated clearly that the check out need to be made at 12 noon. He has again text you at 11.30 am to remind about this.
2. Additional service
In the same time, our manager has gone beyond his duty as he provide reservation to Mexicola Motel using the his motorcycle without charging any fees for his services.
3. Villa maintenance
Based on your update during your check in, he have assigned our maintenance staff to come at 8.30 am to start the pool cleaning as we are preparing for another guest that is checking in at 2 pm.
Our maintenance staff have proceed with his cleaning pool chores as per scheduled by our manager. In fact this is a routine daily and almost all our guest will bump with our pool man and no issue on it.
At 12 noon, our manager arrrived with our housekeeping staff and realised that you have not check out yet even after constant reminder.
You only later updated to him that you will only leave at 2 pm. This provide our housekeeping staff small window of time to clean and prepare the unit for the next guest.
4. Breakfast & location
The charges is not inclusive breakfast. You should read our villa description before booking. We also do not claim its a walking distance. I put clearly all distance is by car and will be faster if by bike. PLS READ BEFORE BOOKING.
5. Our response
After so many misleading information and un cooperation he received from you, he can't allow this to continue.
Our manager was given an authority to respond accordingly. He has given a firm instruction to you to vacate the unit immediately. He still patiently wait for you to complete your packing and offer you the trip to the airport. However, you have decided to ignore his respond. In the same time, you left the villa with the unit key and only to provide it back after being reminded.
All of this can be prevented if you have updated him on with actual information and respect everyone that is serving you. Above all, your pure ignorance reading our house rules and villa description has result to this complain which is truly unfair to even ask for compensation and being manipulative all at the same time.