Compensation Policy for Guests on Airbnb, Booking.com, and Other OTAs
Our Compensation Policy
To maintain high standards and the trust of our guests, we handle compensation requests based on best practices commonly used by hosts in our region and similar areas. These rules are based on years of experience and are aligned with the policies of platforms like Airbnb and Booking.com.
Steps
Identifying the Issue
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If problems arise that affect your stay, we kindly ask that you inform us immediately, either through the platform on which you made the reservation or via our customer service. The sooner we are informed of the problem, the faster we can resolve it.
Scope of the Problem and Suggested Compensation
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We differentiate between several categories of issues that may affect the quality of your stay:
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Minor Issues (5-10% discount):
Problems that have little impact on the overall experience, such as temporary malfunction of pool equipment, minor aesthetic damages, or temporary internet issues. Insufficiently cleaned surfaces may also fall into this category. In such cases, we will seek a quick solution and offer a discount ranging from 5-10% if the issue cannot be immediately resolved.
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Moderate Issues (10-20% discount):
Situations that may have a greater impact on your stay, such as issues with air conditioning, power outages, or water interruptions lasting several hours. We prioritize these problems and offer partial compensation of 10-20%, depending on the severity and duration of the issue.
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Severe Issues (20-30% discount):
Events that significantly affect the quality of the accommodation, such as construction work nearby, significant damage to the villa, prolonged power outages, or safety concerns. In these cases, we offer discounts ranging from 20-30%.
Verifying the Issue
Once you inform us of the problem, we will dispatch a team to assess the situation. Based on the severity of the issue, we will offer compensation in the form of a discount on your stay, free services, or an extension of your stay.
Amount of Compensation
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The amount of compensation depends on several factors:
• The severity of the issue and how long it lasted
• The possibility of quickly resolving the issue
• The impact the issue had on your overall experience
Typical compensations include:
• Discounts from 5% to 30% based on the severity of the problem
• Free services (e.g., airport transfer, massages, meals)
• Free stay extension for issues that couldn’t be resolved quickly
Transparent and Fair Approach
Our goal is always to act fairly and transparently. We propose compensation in line with market standards and best practices in the hospitality industry. Your satisfaction is our priority, and we always strive to ensure that the solution meets your expectations.
Preventing Future Problems
We regularly inspect the condition of our villas to ensure they are in excellent shape. However, if you encounter any issues, please inform us as soon as possible so that we can address them immediately and prevent further complications.
How to Claim Compensation?
1. Inform us through the platform (Airbnb, Booking.com).
2. Describe the problem in as much detail as possible and, if applicable, include photos.
3. Our team will contact you within 24 hours and propose an appropriate solution.
We look forward to your stay and believe that your experience with our villas will always be exceptional. If you have any questions or requests for compensation, please do not hesitate to contact us.
We are available every day between 8 AM and 8 PM Denpasar time (WITA), Indonesia to assist you with any issues or concerns. Please do not hesitate to reach out to us during these hours.