Hideaway Villas Bali Uluwatu by Kanaan Hospitality

Me and my wife booked the suites room for 3 nights. We start the stay given the news that our room has been “upgraded” to a “panoramic room”. Wow we are delighted! Unfortunately all the buggies are broken so we have to walk all the way to our room, it's OK. In our panoramic room, the floor is rather dirty, and the AC is broken, very hot especially in the morning next day. Also the bathup is broken because the water cannot be drained, and it was full of cold water so we couldn't make use of it. We request to move to our suites room that we booked here. They said we have to wait until 3 pm because the room is still being prepared, which means we have to start our day trip so late, but it's still OK. Then we start moving to the suites room on the 2nd floor. Guess what, the elevator is broken, so we have to take the stairs carrying our luggage. We entered the room, and the view is so much better, we can see the sea, while we couldn't in our “panoramic room”. Also one more thing, the bath is so much better located beside the pool. I feel robbed of that 1 night in the “panoramic room”, and I request to speak with the manager. How come they sell our room to another guest if we already paid for it?! Later that night, they gave us complimentary floating breakfast for the next morning. Upon further stay, I found a lot of stains in the bed sheet, and the shower button is broken so we can't use the shower (the button is stuck in the tap water which is used to fill the bath up). I told my wife, it's okay, we can still enjoy this stay, we just need to request a bed sheet change, and so we did ask. We told the hotel that we will leave at 4 pm, and we request them to make up the room and change the bed sheet. They said okay we will do it. At 4 pm we left the room and put the “please makeup room” sign at the door. Guess what we find when we come back at 9 pm? Nothing was done! They didn't make up the room one bit. The bed sheet was messy and unchanged. The floating breakfast basket and the dirty plates are still floating in the pool. Towels, mats, shower gel, shampoo, etc weren't renewed/changed. We immediately went to the receptionist and asked why didn't they make up our room, they said they lacked human resource and at that hour the housekeeping team has gone home already. What a mess! We tried to speak to the manager, but the receptionist told me that the manager is on holiday every Saturday and Sunday. Isn't it supposed to be the busiest time of the week for a hotel?! Then we ask for the manager's phone, and the receptionist reluctantly gave it to us. We make the call and tell our experience. He said sorry but can't give any solution, he will discuss it in their next meeting. (What the hell?!) We said we want our last night (1 of 3 nights) to be refunded, and he said, try to talk to your agent. So please help me get a solution from this miserable hotel. Their service has completely ruined our stay in what is supposed to be a healing experience. As a note, I ordered a lot from this app (flights, hotels, train tickets) and I think I have never complained once, so if I complained, it really is disappointing. Hope to hear from you soon.

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