Graha Sandat Villas by GenuineHost

We left after two nights of a planned four-night stay. We went over our problems with the staff, but they refused any compensation. The villa was poorly maintained, and the listing and photos gave no indication of these issues. For what we paid, it felt like a false picture of the place. There was building noise from 7:15 am at the villa next door, which the hotel was renovating, with no mention in the advert. The wardrobe was broken and outside, so we couldn't use it or the safety deposit box inside. The mosquito nets around and above the bed were so dirty we didn't really want to sleep under them. Fresh water sat in direct sunlight, so the cold water was always hot. We worried this could cause Legionnaire's disease, based on our experience as UK landlords who are legally required to check water supplies for Legionnaire's. Several things in the villa were broken or in bad shape: the shower light didn't work, the shower head was hanging down, there was black mould in the shower that could cause respiratory problems if breathed in, the fridge was rusty, and the marble around the kitchen sink was broken up. The gas hob was broken and couldn't be lit, and I wouldn't have wanted to risk using it in case it injured us. There was just one knife for preparing fruit or vegetables. The bedroom air conditioner leaked onto the sofa and wet some clothes we'd left there. One sun lounger was broken, the sofa was stained and had a small hole, and the sliding bedroom doors were very hard to open from inside because their handles were only on the outside.

We left almost right away and found a resort in Ubud that was cheaper than this villa and rated four stars. The manager did try to offer another suitable place at one of their other villas, but we'd already booked somewhere else. We tried to get a refund, and neither the manager nor staff responded to emails, even after both Expedia and I contacted them. The villa looked run-down and outdated and needed care. We were met by a stained sofa and rusty kitchen as soon as we walked in. The bathrooms needed a good clean; upstairs had no windows and felt unsafe, and the windows and doors didn't close properly. The downstairs fridge was old and smelly. The online pictures showed something very different from the place itself. I don't usually like complaining or disappointing people, but others should know what they're booking. In this case, the bad reviews were true. Unless you're looking for budget accommodation for a large group, I'd try to avoid this place.

Our room, Mewar, was beautiful, but it clearly hadn't been looked after like other villas we've seen in Bali. The floorboards were lifted and broken, perhaps from water damage or flooding, and the outdoor bathroom door wouldn't shut fully and had a broken handle. Bugs and ants outside didn't bother us, but finding them in the bedroom and bathroom wasn't pleasant, so we asked for the room to be sprayed. It felt unclean and unsanitary, and we don't recommend this location. The shower pressure was extremely low until we asked about it and were told there was a pump problem. We also had no hot water at first. Staff checked and said it was warm, but my husband still found it cold. They said we needed to wait more than two minutes for it to heat up. It eventually did, but the shower's design was impractical. The key stuck in the entrance door and had to be turned a certain way to get out. We couldn't leave the villa open with our belongings inside. We left after one night for cheaper accommodation of much better quality. I think the villa has potential if they renovate and fix things. It's beautiful, which makes it a shame it's been neglected.

They said I hadn't paid even though I showed them proof of payment, so I never stayed at the villa. They still claimed that I had stayed and didn't refund me. Bookings.com couldn't get the money back or even get them to return calls. I wouldn't recommend this place. Management was poor and unhelpful, the service was pitiful, and the villa was very old. I paid 1.8 million a night, when better villas are available for much less.