Lombok On Waterfall Retreat Studio

Dear Helen, Thank you for your feedback. We are genuinely sorry that your daughter’s stay did not meet her expectations and would like to address the concerns you raised on her behalf. We sincerely apologize that the cleaner had only just finished cleaning when your daughter arrived and that the deck was wet and took time to dry. This is not the experience we aim to provide, and we are reviewing our processes to ensure better preparation for future guests. Our property is located in a rural, subtropical area, and while we work hard to manage leaves, cobwebs, and mosquitoes, they can sometimes pose a challenge. That said, we’ll increase our efforts to ensure these elements are minimized. In the four years we’ve been here, we’ve never encountered snakes, but we appreciate your concerns. We understand the traffic noise from Waterfall Way may have affected your daughter’s experience and are exploring ways to enhance soundproofing for added comfort. Regarding the hot water, I apologize for the inconvenience. I did respond to your daughter’s messages on the morning of her departure, and while we acted as quickly as possible, replacing the hot water system was unfortunately not a quick fix. We now have a dedicated property manager on-site to ensure every guest has the best possible experience at Lombok. Your feedback helps us improve, and we’re truly sorry your daughter’s stay was not as she expected. Kind regards, Jill