Warm greetings to you,
I am extremely disappointed to read your review, a few truths here , e.g. the bumpy road to the villa, approximately 1 km of unsealed road, this is because the road is through the rice paddy and and the villa is in the rice paddies, eventually the road will be sealed but this is entirely up to the" banger", the local council and the owners combined who own the surrounding land and rice paddies.
In Hesti's defence and i have proof that once you confirmed your booking on the 2nd October she immediately forwarded the booking to the front office, for some reason they didn't receive it but it never bounced back so i can assume it went to their trash. You did call her and unfortunately on the first call she didn't answer ( personnel reasons) , she then on finding out you had a problem checking in, she contacted reception , they confirmed they as you say they had not received the booking, she re forwarded your booking then you were able to check in. We now since this incident use " W h a t' s A p p" as well as email as we do not want this to ever happen again. Hesti is not the owner, but she is an employee of the owner. Air BnB have moved far forward from the beginning and allow hotels villas, shared accommodation etc. I do sincerely apologise again to you as check in should never be an issue and on this occasion certainly has left a disgruntled taste.
I do appreciate your feedback, i am now insisting on several changes and have organised a team meeting and will be implementing some serious training.
Andre, Carole, Hesti and the team at Bali Haven Stays