We're very sorry to hear your disappointment. This is the first negative review we have received since we started renting this place. Regarding the points you've raised, we would like that add the following:
-You received a complementary airport pick up (for your parents), and one paid pick-up (for yourself). The latter was charged at the rate normally charged by taxis for mid-night pick-ups. However, for some time before your booking was received, our driver was charging below that rate. The villa manager raised the price after your booking, resulting in a different price charged than what I quoted to you. The moment you alerted us to this mistake we apologised and the villa manager reimbursed you the difference.
-Please understand that this is not a hotel, so there is no receptionist to receive you. Normally our driver provides guests enough information for them to settle in when they arrive, and so far it has worked without a hitch.
-The house manager was Komang, whom you did indeed meet (at the latest when he reimbursed the taxi fare), and you also met his wife, who visits to clean the place regularly.
-Regarding unresponsive communication, we exchanged 53 messages over a 5-month period to organise your one-week stay. Normally, 4-5 messages is enough for guests to settle in even for much longer stays. I still tried to answer your queries as promptly as possible (I receive a push-notification on my phone and reply immediately), however some issues I had to confirm with Komang first, and he is not always online.
-Regarding your unpleasant check-out experience, I asked Komang to accommodate your request to check out at 8pm (rather than 12pm as per AirBnB rules) without additional charge, and you also discussed this with him in person. I am not sure why the cleaners cleaned your belongings before 12, it doesn't seem right, and for that we apologise. Sometimes there are misunderstandings, and for those cases the villa has a cellphone with a direct line to Komang to clear things up in such situations.
-It seems like you did like the villa though, so that's great. For your future stays in Bali, I would suggest to keep in mind that Indonesia is not a first-world country, and people have their own rhythm in going about daily life. But if you stay friendly and with a bit of patience, things usually fall into place. With our previous guests this has certainly been the case. If you expect impeccable service, a hotel may be a better fit for you.
I hope this addresses your concerns.
David, Fabian and Komang