Supernova

Our planned stay at the Villa was 25 October - 30 OctoberNot much to say. I will let the pictures and screenshots speak for itself.When we were planning to book the Villa and contacted Jackie the PIC of the Villa we voiced our concern for health safety in the Villa especially during this Pandemic. We asked if the villa staff are willing to be swab tested prior to us arriving on the premise. As can be seen in the screenshots, Jackie agreed even offering a few options for the swab tests.We then as a group decided to go ahead with the booking and paid the down payment to confirm the booking.4 days prior to our stay I got news from Jackie that they are not able to do the swab test because the villa staff do not want to be tested.We then contacted the villa manager (Ika) and convinced her to talk to the staff and tell them that the swab test does not hurt and is not at all dangerous. To which, she agreed and said that the staff are willing to take the test.The next day on Wednesday the 21st of October Jackie messaged again saying the staff are not willing to take the test. She gave 2 options, to rent with staff not tested or renting the villa without the staff. I asked if the rate would be different if the VIlla is rented without staff as it just make sense to me that renting without staff would mean less cost for the villa management.Jackie then continued to say that we threatened the staff and was upset that we scheduled a crew to disinfect the villa prior to our stay (which has been coordinated prior with the villa manager Ika). For these accusations, I clarified politely and was told that my deposit would be refunded. Which is a one way cancelation, not a mutual agreement. Anyways, we decided to just take the refund as we thought this was not going anywhere.Thursday Oct 22, I asked Jackie for an update on the refund, she replied that she has forwarded my request to her accountant and will update me when the refund have been initiated.Friday Oct 23, I again asked for an update and did not receive a reply.Saturday Oct 24, I asked Jackie again if the refund was processed. She replied that the refund was processed "yesterday" and said that she will send the screenshot proof once she gets it from her accountant.Monday Oct 26, At this point we are staying in another villa already in Bali. Again I asked for an update and Jackie said the refund has been processed last Friday. At this point, I sensed that something is not right and I told her that if the transfer was made its not hard to provide the proof of transfer in the form of a screenshot.At 3.34 PM the same day I again asked for an update on our refund from Jackie and she replied asking me to wait and that she is coordinating for the screenshot.. *screenshots doesnt need to be coordinated, just needs to be done*. She then continued to give her excuse that we have different banks and the transfer was made on a weekend, to which I told her that surely if it was done then it wouldn't be hard to produce a screenshot of the transaction.Then she continues to make more excuses saying the staff were not able to be contacted on a weekend and that they need day offs too. To which, I reminded her that our case began on the 21st which was on a wednesday and the weekend excuse is invalid.At 4.09 PM on Monday she finally sent 2 screenshots showing 2 transfers made to my account for the refund, which I immediately confirmed as it immediately showed up on my account. This means that the transfer wasn't made on Friday and it does not take 3 days to show up on my account as it immediately appeared on the bank statement page.She then sent her final message to me "We're done. And I'm hoping not to get any messages from you anymore. Thanks!"Thought I'd share my experience of booking a stay at Villa Supernova.

Luxurious villa in Bali. Checked in Feb 27, 2019 and we were greeted and served with chilled drinks and fresh fruit. Overall great stay.

Our planned stay at the Villa was 25 October - 30 OctoberNot much to say. I will let the pictures and screenshots speak for itself.When we were planning to book the Villa and contacted Jackie the PIC of the Villa we voiced our concern for health safety in the Villa especially during this Pandemic. We asked if the villa staff are willing to be swab tested prior to us arriving on the premise. As can be seen in the screenshots, Jackie agreed even offering a few options for the swab tests.We then as a group decided to go ahead with the booking and paid the down payment to confirm the booking.4 days prior to our stay I got news from Jackie that they are not able to do the swab test because the villa staff do not want to be tested.We then contacted the villa manager (Ika) and convinced her to talk to the staff and tell them that the swab test does not hurt and is not at all dangerous. To which, she agreed and said that the staff are willing to take the test.The next day on Wednesday the 21st of October Jackie messaged again saying the staff are not willing to take the test. She gave 2 options, to rent with staff not tested or renting the villa without the staff. I asked if the rate would be different if the VIlla is rented without staff as it just make sense to me that renting without staff would mean less cost for the villa management.Jackie then continued to say that we threatened the staff and was upset that we scheduled a crew to disinfect the villa prior to our stay (which has been coordinated prior with the villa manager Ika). For these accusations, I clarified politely and was told that my deposit would be refunded. Which is a one way cancelation, not a mutual agreement. Anyways, we decided to just take the refund as we thought this was not going anywhere.Thursday Oct 22, I asked Jackie for an update on the refund, she replied that she has forwarded my request to her accountant and will update me when the refund have been initiated.Friday Oct 23, I again asked for an update and did not receive a reply.Saturday Oct 24, I asked Jackie again if the refund was processed. She replied that the refund was processed "yesterday" and said that she will send the screenshot proof once she gets it from her accountant.Monday Oct 26, At this point we are staying in another villa already in Bali. Again I asked for an update and Jackie said the refund has been processed last Friday. At this point, I sensed that something is not right and I told her that if the transfer was made its not hard to provide the proof of transfer in the form of a screenshot.At 3.34 PM the same day I again asked for an update on our refund from Jackie and she replied asking me to wait and that she is coordinating for the screenshot.. *screenshots doesnt need to be coordinated, just needs to be done*. She then continued to give her excuse that we have different banks and the transfer was made on a weekend, to which I told her that surely if it was done then it wouldn't be hard to produce a screenshot of the transaction.Then she continues to make more excuses saying the staff were not able to be contacted on a weekend and that they need day offs too. To which, I reminded her that our case began on the 21st which was on a wednesday and the weekend excuse is invalid.At 4.09 PM on Monday she finally sent 2 screenshots showing 2 transfers made to my account for the refund, which I immediately confirmed as it immediately showed up on my account. This means that the transfer wasn't made on Friday and it does not take 3 days to show up on my account as it immediately appeared on the bank statement page.She then sent her final message to me "We're done. And I'm hoping not to get any messages from you anymore. Thanks!"Thought I'd share my experience of booking a stay at Villa Supernova.