This is my first experience with Airbnb and it's already a bad one. We arrived around 3.15 pm in villa Frank. Even though the check in time is 2pm, we were made to wait at least 20 minutes for the security guard to open the villa gate and then another 20 mins to wait for the housekeeper to bring the key to enter the villa. Please note that I’ve already emailed the host one night before to confirm my arrival.
The host called me to ask for my name and booking date (how come she didn't know her villa booking schedule?) then she said the villa was already ready for us. When we enter the villa, I saw the couch was still full of dust. I was travelling with babies and elderly so cleanliness would be my priority. The rooms were still in a mess (messy and dirty bedsheets, the floors haven't been cleaned, etc) then the villa's housekeeper apologized to us and said there's no information from the host that there were another guest will be checked in. OMG.
The housekeeper said that if we want, we could cancel the reservation and the host will refund my money in FULL AMOUNT. There was NO APOLOGY from host about our unprepared reservation. Several days later I’ve got an email that my money can be refunded but they won’t cover for Airbnb service fee around 50 USD (FYI that amount of money can be used to spend a night in a nice hotel in Bali and the host didn't mention anything about it before). The host didn’t consider the fact that I must book another hotel at higher price because it was such last minute. And not forgetting my family who were stranded. When I emailed them about that, there was no reply. I’m really disappointed with the management. PLEASE STAY AWAY from this villa or any other villa from the same management. first, I considered not giving a bad rating for this villa because they said will refunded full amount of my money. yes, in the end they refund my money but deducted around IDR 1 million, which once again they said is not their responsibilities T_T. Is that fair ? Customer bear all the loss when fault is in their side? I tried my best to co-operate with them. However there was no goodwill from the host to help me at all (at least a private apology for this missunderstanding or reply my email or offering me to help me to request airbnb service fee), so I decide to write this. Thank you