Hello, Melissa! Thank you for the very kind review. We apologized for the inconvinience that you have to go through while staying in our villa for 3 hours. I don't know how you could review us though your reservation is canceled by system.
The truth is, it's not that we don't want to refund you, we said we would gladly do so if the AirBnB chose to approve it. I still have my recorded message with the AirBnB team where I stated I would be happy to assist the refund process if my property is as bad as you told them. You see, our concern is because you were telling lies to AirBnB support team.
There are few lies you told them such as :
1. Toilet flush that isn't working.
I'm sure you still remember when our staff came by to the villa to check the toilet and you pretend to not know that it's working. Also you were telling some lies about the bathroom in the bedrooms, but you forbid our staff from going upstairs to check what's the problem. Maybe, you're afraid of being caught lying, again?
2. You told AirBnB support team that our property isn't what it looks like in the picture listed here. You were complaining about the stain on the floor, when clearly, you can see even in our photos we did not photoshopped these stains becaus it's not stain, it's a scratch marks on a stone floor due to usage.
3. You also tell lies about the electricity socket that is not being arranged well and dangerous for the guests, of course this also isn't true.
The only truth that you were telling AirBnB and on your review is the green pool, which I admit was our fault. And you said you know much about pool, when obviosly you did not. It was a chemical reaction problem due to the sudden change of weather, it was raining when you arrived in case you forgot, so it's giving a different reaction to the pool that we did not see coming. And for that, we humbly apologize.
Though it is very sad for us to get this kind of bad review when we hold ourselves from giving you some bad comments on your profile, we still thank you for taking your time to tell more lies. It really shows the person you are. And, we believe that not everyone in AirBnB is as tricky and cunning as you. We are very sure that the other guests who browse and somehow stumble upon your bad review would be smart enough to check out the other excellent reviews that we already have and still continue to get because our property and service quality are nothing but one of the best among other villa management in Bali.