Arrived at this hotel, at 1:30pm with a booking of 3 nights, two rooms and 3 people. After checking in we discovered that the toilet is leaking, the rooms we not cleaned and air conditions were not working properly. We asked reception to move but told the hotel was full. We accepted and pre-warned reception to fix those issues three times. We informed them that we going out for dinner and when we come back we want all those issues to be eliminated. I never ever imagined to stay in a hotel room without toilet, AC and a dirty room. (See photos attached)
Came back from dinner around 9pm and nothing was fixed. We packed our bags back and decided to leave for another accommodation. We requested a refund but they told us to come back in the morning and speak with the manager/ the owner.
In the morning we spoke with the owner, an American blond most passive aggressive I have ever dealt with. She offered no excuse whatsoever. Rather she kept repeating that Bali is a developing country. What is the correlation between that and a hotel room without a toilet, AC and dirty? Further, I come from a developing country and worked in many hotels before but never seen something like this before. She refused to meet us half way and refund the whole money and referred us to the travel agent. The travel agent is based in US and at this point didn’t have much power or authority to do much. The owner kept hassling us and the travel agency refusing to refund us our full amount.
I knew that the hotel won’t compromise unless their hands are twisted
Unfortunately, the owner underestimated me and didn’t know how far I can take this, and oh boy, I reported her to the tourism police and the police sent a convoy of police officers with me to the hotel (with machine guns and the whole works). As soon as the reception manager saw me coming with the Tourism Police Officers, she decided to refund us two nights. I put my foot down and told her that I will not leave until they refund me the full amount. She went to the owner and informed her of the situation and they realised that they are on the back foot and she decided to refund the full amount. Although I was disappointed that we wasted an entire day of our holiday trying to resolve this, I am pleased to shift what happened before in this hotel to other people who didn’t manage to get their money back.
Hopefully this lesson can teach this owner and her management team to raise standard of their hotel and to be nice to their guests.
