Dear Ms. Alicia,
Thank you very much for sharing your detailed feedback with us. We truly regret to hear that your recent stay did not meet your expectations, and we sincerely apologize for the inconvenience you and your friends experienced during your trip.
We are very sorry for the issues you encountered regarding the villa condition, amenities, housekeeping, and facilities. Please be assured that your comments have been shared with our management team so we can address these matters and improve our service moving forward.
Regarding the swimming pool, we would like to kindly clarify that the condition occurred because we followed your special request not to treat the pool with chemicals due to your allergy concern. While we fully understood and respected your request, we also tried to explain that in our area (Legian), the water’s pH level requires specific treatment to maintain its clarity and cleanliness. Unfortunately, without this treatment, the water quality can be affected during your stay.
Once again, we apologize for the discomfort caused and we greatly appreciate your feedback, as it helps us to improve. We hope we may have the opportunity to welcome you back in the future and provide you with a much better experience.
Sincerely,
Awila Villas Kuta