Where do I start?!
The images used by the property to advertise the resort are extremely misleading and a complete misrepresentation of the property.
The whole resort is unclean, uncared for and not maintained. Plants are dying/dead, paths are overgrown, pools are unclean and damaged, ac smells of mould, animals living the the roof, bathrooms represent a prison cell, and the manager needs basic training in hospitality and customer service.... I could go on.
I took lots of pictures as proof that the resort is misleading their customers and offering accommodation WELL above a price suitable for the current state of the resort.
I visited the ‘resort’ with a friend. Upon arrival our first opinions of the resort were ‘this is not like the pictures’. We unpacked, turned on the ac and contemplated what to do, as there was a storm starting to approach Sumba. We asked Ibu Anna (manager) if we could use the internet to plan our trip on google maps as the storm approaching had changed our plans. Ibu Anna said there was no internet to use, even tho her staff and herself logged into wifi (that I have a screenshot of) This level of service didn’t sit well with us, specially due to the level of need to contact family and search alternatives! Cyclone off shore and flood warning calls for use of internet!!!
On returning to the room, the were met with an awful smell of mould coming from the aircon, and a very loud noise of a family of birds from the low ceiling above one of the beds. We asked to move rooms and this process was handled ok, with staff helping us move our belongings in the rain, to a larger room.
This larger room had a balcony covered in extra furniture (tables, clothes racks and wooden chairs etc) and Ibu Anna explained that this would be removed.... never was! I was not going to pay ‘extra’ for this ‘upgrade’ see pictures of the bathroom for a visual.... I have many more I wish to share.
During our three night stay (4 nights booked) we had to ask twice for the room to be cleaned and when I asked for a refund for the final night we choose not to stay, as we decided to make our way closer to the north near the airport for departure, we were told no refund!!
It is with all this, and other examples and evidence, that I asked the property for a refund. Rua Beach has totally misrepresented the property and offered no solution or sincere apology. Instead I was met with a staff member telling me ‘Hallo mr.(I’m not a Mr!!!) I am sorry Why u asking me the refund ?
You book through booking.com right
The you stay as your booking in our resort
It so funny you are said dispointed then you askung refund
You have to know
There is no booking.com contact us (booking.com had contacted them)
Only through email telling that you only complain (yeah correct, I have complained, and you have received notification of this)
Then you know exactly when you book through booking.com rules
Then you know also you was check in and check out
Mr i am so sorry there is no refundable
You can do what you what to do on social media
We had do best for you since you stay in our place’
Since then they have deleted their WA picture and my replies have been sent, but not delivered!!! The inappropriateness and lack of professionalism is just unbelievable.
For the mentioned above, and much more- DO NOT BOOK at this so called ‘resort’ !!!