I'm so sorry that you were disappointed in your stay. Please accept my sincere apologies as it sounds like the villa was not properly prepared for your arrival. On further investigation I have found out that Nuay was not feeling well the day before your arrival and did not personally supervise preparations for your stay. I have already taken steps to ensure your experience isn't repeated.
As per my standing instructions guests should be provided with amenities throughout their stay, including: fresh rolls of toilet paper, hand soap, shampoo, conditioner, dishwashing liquid and pellets for the dishwasher as well as washing detergent and softener. All our guests receive a welcome basket on arrival which includes pantry staples. This has worked well as attested in the reviews by our previous guests.
I definitely rely on Nuay and her team for day to day running of the villa. She lives on the estate and that puts her in the best position to assist all our guests. On rare occasions when she can not be immediately reached, I am happy to help in any way I can.
I take Airbnb’s policies seriously as both a host and guest and understand how important it is to be able to get in contact with the host.
Once again I deeply apologise for not being able to provide our usual level of care during your stay. I am glad you enjoyed some parts of your stay and would like to offer to compensate you with a partial refund.
Warm regards, Lydia