Hi Rafael, thanks for your feedback. Following your comments we had a meeting with all of us in charge of making sure our guests have a great time at our place. We discussed individually everything you mentioned.
We have a 50 Mbps contract and my husband called Telkom every single day for 10 days in a row to get the signal has it used to be. I check this morning and they finally found the issue. We have now : PING : 3 ms, DOWNLOAD: 45.80 Mbps and UPLOAD 2.79 Mbps. That is more in line with what we have usually.
We decided to install an additional router by the bedrooms to make sure the signal is accessible in the bedrooms too.
Our staff is cleaning the villa especially the bedrooms around 10 am once the guests are either out or by the pool. They mentioned to us, that few of the guests in your group stayed in the bedroom longer and they did not want to disturb them and waited for a better time to clean. They confirmed to us that they DID clean. We asked them to me more talkative with the guests about cleaning time and requirements.
BED sheets: We have always NEW bed sheets in storage in case our staff see some stains. Apparently they missed those stains. We do an inventory every few months as well to remove any linen that is not up to scratch. Please do not hesitate to ask to have the sheet change or anything else that you are not happy with. We are usually pretty fast in responding to any guests requests.
The pool is cleaning twice a day. In the morning around 8.30am to before 5pm. The pool is surrounded by trees that lose their leaves at the moment. We agree that during the day leaves may fall in the pool. Our staff mentioned to you that "these things are not bugs". They told us that the white ball that you could see was actually chlorine powder that Pak Made our Pool maintenance worker thew in the pool for treatment. We try to put the minimum chlorine in the pool but more often to avoid our guests having eyes irritation. So far we do not have feedback on this matter. We still think it's the best way to maintain the pool, and keep the water crystal clear.
We decided to buy new chopping boards and knives. Yes they are 3 years old and used a lot. For the rusty knives, we use the same Indonesian knives as well in our home. I understand that they can look not appealing.
Our staff understand and knows that ants should be removed. We found a nest by the tree you mentioned, and removed it. As the house is very close to nature, we are constantly on the watch of r insects that can bother our guests. Please let us know as soon as possible when you have an issue like that.
Thanks for all your feedback, becuase it help us to understand area of improvement for the service we offer to our guests. Your message will help at least future guests.