Joana
Netherlands · June 2025
“Hell”
The exit sign
DO YOUSELF A FAVOR AND JUST DON’T BOOK IT We arrived at the premises and the gentleman at reception took a photo of my passport using his personal phone without asking for permission (which I immediately felt uneasy about but I assumed it was part of their policy). Following this he escorted us to our room. We immediately noticed a lot hair and dirt on the floor so we followed our inspection to check the bedsheets - as they looked as they had been slept on - which were filthy, covered in stains, patches of blood and it had been evident that the bed had been slept in the night beforehand and not changed. After we complained - with a lot of communication barriers as this was a security man with no English skills and with no clear indications from the management - he brought us into a new room which again had bed stains of anything you can imagine - and algae in the pool. Following this, we were not comfortable staying in the building so we informed them that we would not be staying in the premises and requested a refund, once this happened four gentleman appeared which had the intent to intimidate myself and my boyfriend. After some back and forth with very little results, we decided to to put our Indonesian friends on the phone to serve as translator the people at the Marvilla Bali. They contacted someone who tried to impersonate an employee of Booking.com on the phone with my boyfriend. He claimed several times he worked for Booking and after 2 hours and a half of back and forth we came to the conclusion - after our Indonesian friends spoke to them - that it wasn’t anyone from Booking.com but the owner / property manager of the property who was trying to scam us. When I booked the property, as I had decided to proceed to the payment only at check-in (thankfully), no payment was made. However, if I cancelled or if I hadnt showed up I would be charged for the first night.