From Ms. Amanda Taylo

Australia, April 2012

Hello Yuyun,

Thanks for your phone call this morning. This is the email that I was going to send before I spoke to you, but thought I would send it through for your records and to pass onto the villa owner if you think it is necessary. 

We are having a lovely time in Bali.

On previous visits we have stayed at Sienna Villas, Villa Kubu and Villa Jemma.

It's fair to say the level of service at these villas has set our expectations high! While Nyoman and Tina are very friendly, we feel they could be more proactive in their service. We have had to request the pool/day bed area be tidied up, request towels for use around the pool, ask for fresh water in the bathrooms, ask for the toilets to be cleaned and fresh sheets on the beds (after a week's stay).  All these things and more were automatic at all the villas we've stayed in previously.  Because of previous villa stays we were surprised that the staff didn't know how to make basic mixed drinks (gin and tonic).  In other areas Tina and Nyomen have been faultless, their attention to the children's needs and service at breakfast have been fantastic.  When asked for things, they are very amenable and efficient, nothing is a problem.

Quite separate from the staff and through no one's fault, last night we got no sleep due to a faulty air conditioner in the main bedroom.  The unit is obviously faulty because it hasn't been effective since we arrived, and while it was just okay for the first week, it stopped altogether last night and only blew out warm air.  Additionally, the air conditioner in our daughter's room has been leaking puddles of water into the room for four days.  When told, Tina and Nyomen quickly organised someone to look at both units today.  When we returned from an outing he told us that the repairman had not been able to fix the unit in the main room and would return the next day. We asked if he could organise for him to come back today as we didn't want another hot night and he put in another phone call.  Thankfully, the repairman is here now, but it is currently 7.40pm and we can't use the room because the repairs are on going.  (The unit was repaired about 8.00 pm, which was great.)

We are finding it awkward that we are having to ask for basic things to be done around the villa.  Again, today we had to ask for fresh water to be replenished in the bathrooms.  I don't believe we are expecting too much from the staff; the villa is expensive and the cleanliness and quality of services should reflect that.

We are working with the staff to ensure our needs are met, but having to ask for toilets to be cleaned, sheets to be changed and for fresh water shouldn't be required of us.  We'd appreciate if you could pass our feedback onto the villa management.  Thank you.

Yours sincerely
Amanda