Unfortunately, our stay at Villa Infinity was a memorable one for all the wrong reasons. The first thing that I cannot get past is that we had over $1000 in cash stolen from our room the night before we left. The cash was from our wishing well from our wedding that took place 2 days earlier.
When I reported this to Putu, he told me it was my fault for not putting the money in the safe. I understand that I should have put the money in the safe BUT, it was underneath a scarf that was inside my handbag AND my handbag was hidden underneath a pile of clothes. So, the only way anyone could have seen the money was if they went searching for it. All of our family members went out of the villa on Friday evening so it was only the staff that were left at the Villa too. When I told Putu, I simply asked him to speak with his staff about it and then he came back and accused me of not wanting to pay my bill and that's why I had said the money was stolen. This was the most unprofessional conduct I have ever experienced from any Manager in my lifetime. Putu suggested he call the police and I agreed. In the 2 hours since I reported it to Putu, he did not contact the police and we had to leave to catch our flight. He then tried to convince all of my other family members that I was lying and I didn't want to pay the bill. Absolutely appalling. I was willing to wear the loss of the $1000 due to my own silly decision not to put the cash in the safe, BUT a customer should never be accused by a villa manager of lying.
I sent this in an email to the Villa's owner, Joost after he had contacted me in regards to my family's comment left on TripAdvisor. In an attempt to get me to take it down, he apologised, told me he had fired any of the staff who could have done it and said that its never happened there before but had the police come over anyway. Then he offered my husband and I a stay in his resort in Thailand.
I hadn't shown Putu where the money was so I asked Joost for a copy of the police report for my records and so that I could possibly make an insurance claim. He told me to stop making this more difficult than it had to be.... clearly all they wanted me to do was shut my mouth.
This was a huge amount of money for my family to spend on accommodation so I expected it to be a luxurious, pain-free experience for them all. Unfortunately, this was not the case at all. The staff always seemed to be around 'looking busy' but they constantly came into our rooms unannounced, even into our bathroom when we were getting dressed. My sister and her husband had a 6 month old baby with them and the staff never even cleaned their room! The staff would stand behind us during meals and float around when we were eating and drinking in common areas in order to facilitate us but any request that was out of the ordinary' for them, they simply replied "oh sorry, we cannot!" My husband and I asked to get some washing done at 3pm one day to be returned to us by 11am the following day and it was all too hard. They also never had any other suggestions for restaurants or things to do besides the Echo Beach café! After visiting my Aunty in a 4 bedroom and much cheaper villa just around the corner, I was so disappointed with the service the staff provided. At their villa, the staff went out and bought them groceries to cook for them, bought all of their alcohol and did all of their washing every day without being asked! When we asked about your staff getting groceries, again it was all too hard!!
I am true to my word so I have put this up here. Its really sad as this was my wedding venue and it was gorgeous on the day. Its just unfortunate that the poor management skills when something goes wrong need to overshadow our whole experience.
- Official Description (provided by the hotel):
- Tax: 15% ... more less
- Also Known As:
- Villa Infinity Bali Hotel Bali
- Villa Infinity Bali Canggu