Transforming Guest Experiences at Bingin Sun & Moon Villas: A Story of Exceptional Service

img Furqon Bukitvista | November 26, 2023

Greetings! I am Furqon, a dedicated and results-driven PR specialist passionate about crafting compelling narratives and building solid relationships. Here, I would like to share our initiative to inspire delight our guest at Bingin Sun & Moon Villas.

In the realm of property management, addressing guest concerns promptly and effectively is crucial to maintaining high standards of service and guest satisfaction. A recent experience at Bingin Sun & Moon Villas, managed by Bukit Vista, illustrates how a challenging situation was transformed into a positive and memorable guest experience.
Amanda, our extra miles hosting team!

Introducing Amanda: The Heart of Hospitality

Central to this story of exceptional service is Amanda, a key member of our hosting team at Bukit Vista. Known for her keen attention to detail and empathetic approach, Amanda embodies the spirit of hospitality that Bukit Vista prides itself on. With her warm personality and dedication to guest satisfaction, she plays a pivotal role in ensuring that each guest’s stay is comfortable, enjoyable, and memorable.

The Challenge: A Malfunctioning AC

Jelena and her friend, staying at Bingin Sun & Moon Villas, encountered an issue with the air conditioning (AC) in their room. Understandably, this caused discomfort and led to them requesting a refund. Such situations are not uncommon in property management, but the response to these challenges makes all the difference.

Complaint from our guest, Jelena, at Airbnb message

Bukit Vista’s Rapid Response

Recognizing the urgency of the situation, Tendi – our Property Manager – promptly contacted an AC technician to address the issue. This swift action demonstrates Bukit Vista’s commitment to guest comfort and their ability to quickly resolve technical problems. By the following day, the AC was not just repaired but functioning better than before.

Our compensation to Jelena as our extra mile service

Going Beyond Repair: Offering a Personalized Gesture

To further enhance the guests’ experience and make up for the initial inconvenience, Amanda offered Jelena and her friend three compensatory options: free tickets to a Kecak dance show, a complimentary spa session, or a meal on the house. This gesture of goodwill highlights Bukit Vista’s dedication to providing exceptional guest experiences.

The Power of Personalized Service

Jelena and her friend chose the spa session, selecting their preferred services. This personalized approach to service recovery turned a potentially negative experience into a positive one. They left not only satisfied with the quick fix of the AC but also appreciative of the complimentary spa experience.

Lessons Learned and Best Practices

This story underscores several best practices in property management:

1. Quick Problem Resolution: Promptly addressing technical issues is key to maintaining guest comfort.

2. Personalized Service: Offering tailored compensatory options can significantly enhance guest satisfaction.

3. Going the Extra Mile: Small gestures of goodwill can transform guest experiences and lead to positive outcomes.

Bukit Vista’s Approach to Guest Experience

At Bukit Vista, with over 10 years of experience in property management and hospitality industry, we understand the importance of immediate and effective solutions to guest issues. Our approach focuses on personalization and exceeding guest expectations, ensuring each stay is memorable for the right reasons.

Explore our Bingin Sun & Moon Villas listing now to witness the transformative property enhancements and read Jelena’s glowing review of her exceptional experience.


The story of Jelena and her friend at Bingin Sun & Moon Villas is a testament to the power of quick, thoughtful, and personalized service in the property management industry. It exemplifies how Bukit Vista, as a leading property management company in Bali, turns challenges into opportunities to create lasting positive impressions on guests.

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