I am writing this on behalf of my girlfriend to formally demand a full refund for her recent stay at Kuta Paradiso Bali on March 30th - 31st. The conditions of her room were completely unacceptable, posing both a health and safety hazard. First and foremost, the room she was assigned was infested with ants, making it completely uninhabitable. On top of this, the security of the room was nonexistent—the adjoining door to the neighboring room was completely unlocked, allowing anyone to enter freely. This is an egregious failure on your part to provide a secure and safe environment for guests.
When I brought these serious concerns to the attention of your hotel manager, instead of offering any reasonable accommodation, I was met with blatant hostility. Not only was her complaint dismissed outright, but she was also given an ultimatum: either take whatever subpar room was available or be kicked out entirely. He then proceeded to tell her that the claim was false after showing him video proof.This unprofessional and appalling behavior is unacceptable and speaks volumes about the lack of customer service and basic hospitality standards at your establishment.