No support and no responsiveness. Very poor!
We arrived at Bali on Aug 4th, 2018 had a transfer to our villa (Villa Aum) which we had booked for the second time (first time was in July 2017) for USD 900 a day via villa-bali.com. In the morning of Aug. 5th we got up by construction noise coming from the neighboring villa. During the day chilling in the garden was not possible. The house manager told us, that construction work had started some days ago and agreed that it is not acceptable (the work went on during our holiday week, sometimes they stopped the loud work while we were in the villa, sometimes it went on). Immediately I contacted villa-ball.com (Franziska), send them photos of the construction dust and recordings from the noise. Their answer: They offered us a massage for everyone in the family (together USD 70!) and want to take over our planned day trip to Ubud (USD 50!). I told them that it is not exceptable not to be informed about the noise of the construction work and that I expect a compensation of 1/3rd of the rental price or a another villa. They answered that they will talk to the management and owner of the villa and that they need time. I should describe what kind of villa I would like to have instead. I told them that we would like to have a comparable house to villa Aum of course. But they did not move a centimeter. Neither they made a proposal for another Villa nor they made a proposal for an acceptable compensation. They always say that the owner is not reachable and so on. They did not understand that they are my business partner, they issued the voucher, they were paid upfront. Finally, after telling them to publish my experience with villa-bali.com on tripadvisor.com, google.com, and announced further legal steps, they agreed to pay me USD 1000. I gave them my banking contact and I still wait for the USD 1000 compensation, which were offered by them finally. But today I do not believe to receive the money at the end. Therefore I warn everybody to book with this agency. They do not take over any reponsibility, try to blame others for their incompetence. There are a lot other good brokers, which probably show more responsiveness. Very kind regards Tim