Michelle Hu
Google
TL:DR - they canceled our reservation 1 week before we leave for Bali; tried to scam us by offering a backup villa that’s half the price. They are dishonest and treat you like an idiot, absolutely vile, DON'T DO IT.
The whole story:
Luxe Nomad messaged us about the cancellation 4 business days before we take off (less if you count the time difference) and offered us an upgrade to Villa Ambra, said we would not be charged for this upgrade. We looked at Villa Ambra immediately and it’s definitely not an upgrade. If you’re reading this, then you have internet so go check out the 2 villas and the price difference. At this point, Luxe did not offer any refund for the downgrade.
We messaged back immediately letting them know that this is not an upgrade and they owe us the price difference. As we were researching more, we found that Villa Ambra is running a promotion, where you pay for 3 but stay for 4 nights. Luxe manages both properties but somehow forgot to mention this promotion. We messaged Luxe again and told them we found this promotion so they now owe us more money, if we choose to relocate. This whole time, Luxe INSISTED Villa Ambra is an upgrade when their own website shows otherwise, it’s like someone is trying to convince you the earth is flat over and over again.
We reached out to several agencies when we found about the cancellation and one of them is Geria Bali. Amongst other options, Geria Bali actually found us Villa Ambra but for 37% less than what Luxe quoted us even with the promotion (see screenshot attached). We booked Villa Melissa over year ago, so they basically held on to our money for over a year and canceled us at the 12th hour, then tried in every way to pocket the cost difference while downgrading us to a different villa. There are just too many red flags and we ultimately decided to go with another beachfront property recommended by Geria Bali literally the day before we take off. That was a nail biting experience with a ‘luxury’ property.
Other notes:
We wanted to confirm if there is a crib onsite, took 2 weeks to hear back. Took another week to get in touch with the onsite manager Reevo.
We were coordinating with Reevo on arrival and event details for THREE WEEKS up to the night before the cancellation. Reevo had no idea about the cancellation until WE told him.
We were told the owners decided to extend their stay because construction next door. No one ever offered any more details as to why we are canceled at the 12th hour. We suspect the owners decided to extend their stay and canceled us last minute.
See last message from Luxe Nomad, basically says here is your refund let me know if you need anything else. We never heard from the owner or received any decent explanation for putting us through this ordeal.
