“Dirty room, refused refund and terrible handling of our complaint”
Terrible. We texted that we’d arrive at 3 am and they said it was 24 hours, so no problem. When we got there they tried to clean the room, but even after that it still wasn’t clean. The bedsheets had stains from previous guests and the bathroom was dirty. The staff said no one was available to change the sheets, so we’d have to sleep there like that. We refused immediately and asked for a refund. We were there for about an hour until 4 am trying to get a refund, but they said the manager wasn’t there. We didn’t stay in the room at all and had to find somewhere else to sleep. We came back the next day and found out the manager is only reachable by phone. When we asked to speak to the owner, he said he didn’t know who the owner was. We asked again for a refund, but he said they couldn’t accept the free cancellation request because their internal system would still say we had paid, so the manager would apparently have to pay out of pocket. He didn’t even refund us for the second night, so we ended up having to pay for two places. None of the staff at Guava Eco Living manage your booking, so if you ever have a problem, want to cancel or need something sorted, the manager is only available by phone and in our experience refused everything. The local staff just get told who is going to stay. Go stay at Padi Bali right next door instead. They were much better, much friendlier and far more accommodating, even at 4 am when we turned up. So just be very careful about staying here, especially if anything goes wrong with your booking.
TahmidA month ago