We are sorry to hear of the problems Shirley and her group experienced at Villa Samudra Raya, which is one of out most popular villas and has multiple internet reviews, which are all first rate.
We have spoken comprehensively with the villa management for a response, as we strive to ensure that all our guests have the best possible experience and we take warranted criticism very seriously.
There was an unfortunate incident when the water pump malfunctioned, this was brought to the attention of the villa management, and was replaced within 2 hours. During this period the guests were unable to enjoy breakfast at the villa and were promptly refunded $40 for the cost of eating out.
This villa is fully staffed with a full compliment of staff to look after all guest requests, including a chef and villa manager and several maids.
The staff leave the villa at 9pm, and we are advised the food was and dirty plates were left in the kitchen area later in thee evening after the staff had left for the day, the management are now going to post a notice advising all guests that the staff finish at 9pm, and we would recommend that guests do not leave food left overs late at night.
We are further advised that the villa manager made 2 appointments to visit the guests at the villa, but upon arrival each time they had left at the appointed time.
Whereas indeed it was most unfortunate that the pump malfunctioned it was dealt with immediately, and was all fixed within 2 hours.