馬特奧別墅(Casa Mateo Villa)

This is an excellent property in terms of facilities. It does need a refresh to fix things like door locks not working and some things looking a bit worn but not a deal breaker. Staff were great and we particularly appreciated the efforts of our chef. The night guard was often missing in action but this was fixed by raising our concerns. We came to Bali to relax. This was significantly hampered by the efforts of the occupants of the adjacent villa, Casa Hannah. Some groups feel great level of self entitlement and selfishness that they will party late into the evening, or will decide to play loud hip-hop music at 5 am and wake up the entire neighbourhood. We thought that the family connections in the ownership between our villa and next door would help smooth over an appropriate resolution. The group next door repeatedly ignored requests and the management of Villa Hannah essentially washed their hands of it and said that they had done all that they could do. This obviously is not the case and had they cared enough about the comfort of neighbours, they should have evicted the group. Our otherwise perfect holiday was ruined by the group next door and the failure of their management to act appropriately. Following my return home I advised Casa Mateo management of our experience in the early hours of our departure day and their failure to acknowledge or reply was disappointing. Had it been an email about payment or booking interest, a reply would be almost immediate. When things go well, things are great, but the test of any management is how they respond to situations when things don’t go so well. Right now we feel a bit ignored.