Sol Bella Villa 3

Our cleaner, Nina, was great! She delivered us breakfast every morning, and cleaned our villa and towels for us regularly. She even assisted us with recommendations and resources when my friend was feeling unwell. We had plenty of space in all 3 bedrooms and bathrooms. The lighting was quite poor in the bathrooms and bit hard to do get ready in because of this. But our rooms had exceptional ACs and plenty of storage space. The kitchen area was outdoors, so as clean as it can be in Bali heat. The pool was great. The sun loungers weren't very clean so we didn't use them when we had a pool day at the villa.

Communication between the Host and ourselves was VERY POOR! We arrived at our villa with no one to help us check in, no directions to get a key or anything. The address was unclear, so we had our driver go through many different streets to make sure we were in the right spot. When we tried contacting the number they had on our booking confirmation and it did not work. We tried contacting directly through booking.com and it was not working. Spent 2 hours, as it was getting dark trying to locate our villa. Finally, received a call from the host saying there was staff there now but we were late for our check in, but when I tried to contact them to let them know we would be late the number wasn't working and there was no other way to contact them. Over the phone they said there was a problem with the pool in our villa so they will be relocating us to another villa which was not at that location, it was in a different part of Seminyak. Then told us we could move us into the villa we had originally booked on Monday, but we had to stay in a villa we didn't book for 3 nights in the meantime. Then they tried to offer us complimentary breakfast or a 1 night refund as "gesture of goodwill" for the inconvenience. Keep in mind we had already paid to have breakfast included for our entire stay of 9 nights. They were able to put us in Sol Bella Villa 2 only after one night in the replacement villa, which was in the original location we booked but not the original villa. We requested a refund for the 1 night we were relocated to a different villa, and have yet to receive that refund or a response from the host. Also there was daily construction that interrupted our sleep, was not included in the booking information when we made our booking. 2 hours of stress trying to find the villa and get in contact with the hosts, plus going back and forth with them to compensate for their clear lack of communication to notify us of the issue with our villa was traumatic!