Booked after confirming villa had security. On arrival we loved the look of the villa and spoke to the housekeeper about where the security is to be told " No security". We showed her the email confirming security and she said " Oh for the block maybe".
The villa itself looks stunning but we were very disappointed to discover the "Alfresco dining" advertised which was what we wanted was a lie as there are notes all on the glass doors saying " Do not open".These doors also do not lock so we were really worried since there was obviously no security and we had a paddock next door with a shed leaning against our villa wall and it is down a dark lane.
Further disappointed to notice on the second night the pool lights were not working and neither were the ones on the day bed. We mentioned this the next morning to be informed " Sorry cannot fix until Monday" . We explained we booked the villa for a birthday party on Sunday but nothing could be done,
Monday, they came to clean the pool while we had breakfast and we were told " No swimming for 5 hours"...now when you book a villa the idea is so you can chill by the pool ...why isn't it done in the evening?
Never enough pool towels! We booked and paid for nine people but could never get more than a handful of towels with the excuse " at the laundry".
The price included a car and driver which is great but our driver had a heavily pregnant wife who suddenly went to hospital on Tuesday evening..he came the next morning to say a replacement driver would come.We rang to book the driver to be told " Sorry he can't come he is at a ceremony"..later the car disappeared and despite paying for 6pm checkout the next day we never had use of the car for the last 2 1/2 days of our stay.
Now I have to say the housekeeping staff were wonderful and I can't praise them enough. All our issues were management. I found out from a previous guest the lights were not working when they stayed in March!
I emailed the host/ management and thought possibly a small refund might be due considering the lack of security, lack of a driver and other issues we raised only to be met with no acknowledgement at all...they insist "a man drives past on a scooter" is security???? As to the lack of a driver? Well according to them " I am meant to realise Balinese take religious ceremonies seriously and I must allow for that"..No, YOU must allow for that if you are advertising a service in the cost of the villa!
I was politely informed they would not discuss it further with me as my daughter made the booking..my argument was it was my credit card used for the payment . I was also told " You leave a good review and I will give your daughter a good review"
When I emailed again to say I was not happy the response was " You booked for 8 and had 15 people staying and I didn't charge you extra"...We never booked for 8, we booked for nine, they provided the extra bed! The most we had was 2 extra people during the day who were staying at their own hotel in Legian and came in the morning and returned in the evening the days we stayed at the villa.
To be honest, we had reservations emailing the owner/manager for fear the staff would be blamed and they were wonderful but the problems were big enough it needed to be addressed so we were very upset when the housekeeper came and apologised they had let us down....now I was angry.
I stressed to her this was on management not them and we were very happy with their care and attention but having no security, losing the pool for a day, losing the driver for nearly half our stay we had to email and be honest.
I feel it was extremely unfair to blame the hands on team who bend over backwards to make guests happy when management are the ones letting the villa down.
Don't advertise "alfresco area" then have signs saying not to open the doors.
Don't say you have security when you know what people really mean is a security guard on the premises and fob it off with " A guy drives past on a scooter" who could be anyone! Who would we know to go to if help was required?
Make sure the lights all work BEFORE guests arrive.
Don't make guests feel in the wrong because of family/religious issues so a service included cannot be provided, it is on YOU to make other arrangements not the guests!
But most of all my experience is management don't care once the funds are in their pocket.
I am fully expecting a negative response from management ..,they have already given an idea by saying we had 15 people staying there...utter lies...not even with their staff included were there ever 15.
I have reviewed many hotels, resorts and never left a negative feedback so it really saddens me that despite the rest of the villa experience being great that these concerns tarnished it.
I requested 3 times to be given opportunity to discuss with the owner or if the person I was dealing with was the owner but refused this information,
Could not fault the villa at all, it was everything we needed for our seven night stay. The staff Komink, Risky and our driver Wayan were all lovely and could not do enough to help us in every way. Highly recommended!
The villa is in a great position with many top restaurants in walking distance,our stay was made more enjoyable by the excellent staff who do as much or as little as you want including going to the supermarket.
The villa includes a car which is a great asset,wayan (riski) was the Iceing on the cake nothing troubled him and he could not have been more helpful not to mention his knowledge of the local restaurants would highly recommend.
This villa is absolutely stunning, we had a great stay at Villa Cloud Nine and would
Definitely recommend to others. The location was perfect, so close to the Main Street but away from the noise.The staff were fantastic, so lovely and always there
For anything you need, very helpful.The viilla is very spacious and perfect for a large group.. It was clean and the beds were comfortable. The pool and jacuzzi were used every day and the outdoor area is just a lovely space to relax and cool off.
We had an amazing family trip to Bali staying in this villa. The pool was amazing, the kids spent everyday swimming. The staff are what makes this villa so good. Wayan is like a personal tour guide and Febri and Risky kept us in breakfast and coffee during our two week stay. The kids absolutely loved them. I would definitely recommend this villa to complete a holiday in an amazing place. We will definitely be back!
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Villa was beautiful.. Had a group of 9 boys stay here and was the most amazing place to relax would definitely recommended!!
Would have given 5 stars but the villa was constantly running out of water while we were staying
If not for the fact that we could not lock the main villa as the door lock did not work, one of the sliding door bolts was missing, and the fact we could not lock our valuables in the master bedroom Upstairs either due its door not locking I would have given it a 5.
Staff were brilliant, could not fault their level of service. Wayan the driver, in particular was brilliant
I would suggest one thing tho, given it is a four bedroom villa, catering for 8 people, would it not make sense to have enough outside seating to allow 8 people to sit outside?
Given the fact that a note had been posted requesting that dining room chairs are not taken outside, I would hazard a guess this is an issue. Simple fix is to supply 8 outdoor chairs.
Other than that I cannot fault the villa nor it amenities. Beautiful in every sense.
Having great staff really made it a special place.