“Stunning villa”

“Stunning location with fantastic staff.”

“Recommended!”

“No fresh water”

Response from the manager Greetings from Elite Havens and Villa Voyage! We appreciate your feedback, as we strive to continuously improve our services. We have noted that you were pleased with the villa staff service and views from the villa. We have investigated the points you have raised below and discussed with the owners on your comments. Allow me to share our findings and what we will do moving forward. 1. Fresh Water. We would like to assure you that Villa Voyage purchases fresh water daily, which fills 2 large tanks next to the storage room. You might have missed them since they are not visible due to the area is covered with bamboo. However, the fresh water still contains salt due to the increased consumption in the island, an issue that many hotels and villas have at the moment, especially the area where Villa Voyage is located, which is experiencing the highest growth in demand. 2. Sticky Floors. The stickiness is due to the close proximity of the Villa to the ocean and the ocean spray that reaches the house especially at times when humidity is high. The villa staff regularly mop the floor 3 to 4 times a day to reduce the effect of the water spray. This is one of the hardships of maintaining a beachfront villa, but we hope the view more than makes up for it. 3. Pool. Villa Voyage uses the same fresh water to fill up the pools. Chlorine is used regularly as part of the cleaning procedures. 4. Leaky Faucet. Minor issues do occasionally happen at the villa, but we have noted that this has been fixed the following morning. 5. State of Bedding. The villa has enough pillows all covered with clean cases and as a summer home, this is the first instance that guests have requested for additional blankets but the villa will arrange to purchase a limited supply for future requests. As you know, Villa Voyage has a standard occupancy of 10 persons. However, we do occasionally approve groups exceeding 10 upon guest request with the understanding that villa facilities would be stretched for the additional guests. In your case, we have made an exception to confirm 12 guests with your original booking, and have made further exception to approve 13 guests at your request. We truly do not want our guests to feel uncomfortable staying at the villa, so moving forward, maximum of 10 guests will be strictly implemented. Again, we regret that some aspects of your stay at Villa Voyage were not satisfactory to you, and have made you decide not to return. We hope that you can reconsider so you can see the improvements made in the future. We have also sent you a direct email to address the concerns above but we never got a response. Please feel free to contact us if you would like to discuss further. Thank you!

This response is the subjective opinion of the management representative and not TripAdvisor LLC.

“Great Holiday! Superb location, good Villa.”

“Great family villa on best location the on Nusa Lembongan”

“Luxury retreat on a magical island”

Response from the manager Thank you so much for taking time to share your feedback about Villa Voyage. We look forward to having you back!

This response is the subjective opinion of the management representative and not TripAdvisor LLC.

“Awesome Experince”

“Renter Beware”

Response from the manager Thank you so much for taking the time to write your comments. We are surprised and very sorry to hear that you felt your stay at Villa Voyage was not satisfactory. Please note that the owner’s birthday celebration in the villa was not a sudden decision but due to an administrative error, was overlooked. It was with great regret and understanding for your inconvenience that the owners paid for the cost involving the change of your tickets, a refund for the 3 nights, as well as 2 nights free stay for a future booking. We understand there was a last minute change of boats which was not communicated to the villa manager who was waiting with a car at Jungut Batu Beach until 4:30 pm. He tried to call the boat company without success and decided to go to the villa with the hope to receive updated news of your arrival. All food was prepared as you stated in your email but we found no record of a request for beer which was easily purchased by the staff within 20 minutes. It is standard procedure to check all facilities and prepare soap, toilet paper (+ extra roll) and fresh towels for all rooms. Towels are replaced every morning and when needed at turn down time. The soap bar is not replaced unless requested since it is rather large in size and can be used multiple times. Sheets are changed every second day, or daily if requested. Nespresso cups are indeed charged to the guest but we do offer Bali coffee as an alternative. We apologize for the breakdown of certain items (shower, upstairs air-condition, fold doors) we understand all was fixed within the same day. A new microwave was ordered before your arrival but the delivery of the requested model was delayed. The villa manager recognized your discomfort and decided to buy a different model which was immediately available. Please understand that due to the particular location of Villa Voyage right on the beach, occasionally there are repairs needed due to the presence of sea salt; and due to the remoteness of Nusa Lembongan such repairs are not always predictable or immediately manageable. However, in this case we understand that repairs were nevertheless made during the same day. In regards to the pool deck, it has been scheduled to be changed to stone, something that is planned for October this year. We truly appreciate your suggestions for the improvement of the villa and our services. Your comments have been forwarded to the owners for immediate follow up. I am sure they will appreciate your feedback. Villa Voyage has received repeatedly outstanding reviews from its guests so the unfortunate events during your experience were indeed a surprise to all of us. The Villa has a total staff of 12 people in various positions to ensure that the guests have an outstanding experience. We sincerely apologise for any inconvenience caused and really hope you will make use of the 2 night free stay and give us the opportunity to give you a wonderful holiday.

This response is the subjective opinion of the management representative and not TripAdvisor LLC.

“Hidden gem in Paradise!”