Posted Sep 5, 2016 on Hotels
Sadly we were let down by the staff on our trip and because of this we would not return. Our trip to Bali was short & had one day available for the Gilli Islands. We had booked 2 days in advance & told everything was confirmed. We checked a few times as wanted to make sure everything was okay, we were assured it was.
On the day we turned up to reception at 05:00am as requested to find no car was there, we waited 45 minutes with no information. After asking the man on reception, he had no idea whether the car had been booked and had no record of the trip at all. When we asked what to do we were told we couldn't book another car, as one was already on the way - even though he had just told us that there was no record of the booking. We went back and forth, with phone calls from the staff member who had apparently booked us in who had the nerve to tell us there would be a cancellation fee if we left the lobby. For a car that never turned up!!
After waiting 2 hours we gave up, as by then had missed the ferry. In the end it turns out the car had gone to the wrong hotel, so it wasn't technically the staffs fault but the way it was dealt with was not acceptable as we were giving no information and not even allowed to book our own taxi. To make it worse we asked again and again to speak to a supervisor or manager to discuss the incident. We were told he would be called and sent for, but this never happened.
Comment from Hotel Management
Dec 29, 2016 by General Manager, Hotel Management
Dear Valued Guest
Warmest Greeting from The Bali Dream Villa & Resort Echo Beach Canggu
Thank you for spent your valued time to write a review.
We are so sad hearing you not happy during stay with us. And We take your feedback very seriously about our misunderstanding staff.
We have shared this review from you to all our staff incharge on your period stay.
On behalf of the team & Management we would like to send our sincere apology about this matter.
And we would like to thank you very much for choosing Us for your stay . We do hope there is a chance for us to accommodating you with more excellent service in the future.
Martini | Corporate Sales Manager