We booked weeks in advance for a 4 night stay - When we turned up the pool was filthy green.... the toilet had backed-up and stank of raw sewerage. We were the only "guests" here.

We let the staff know we weren't happy and they offered to take us to the "new" Bali Golden Elephants instead. On arrival things seemed slightly better - the pool was cleaner (but still not sparkling clean) and the room seemed ok. Again we were the only "guests" present (Now we know why!)

After a short time though we came inside and sat on the bed and noticed tiny bugs crawling on the bedside table adjoining the bed. On closer inspection we noticed the bugs on the bed itself as well as around it... and these were NOT just ants! We suspect lice or something equally nasty!

After this we again let the staff know we were not happy and unwilling to stay - and that we wanted a refund (but were prepared to pay for one night - for the 1 hr use of the premises).

We were told the booking agent (AsiaWeb Direct) would not refund - After many emails and negotiations with the booking agent we were told that the owner/hotel would not refund.

Effectively they have stolen our money - taken and kept $500 (for 4 nights) for providing a filthy accomodation service that we could not stay in.

Oh dear, what a horrible experience. I am so sorry to hear what you have been through......and the money you lost. What a disgrace! AsiaWeb Direct should have offered you alternative accommodation and transferred the payment you made to a new hotel or refunded. I think they have a responsibility to ensure that the accommodation is up to standard. Did you take any photos of the place?

We were in Thailand recently and booked through Agoda. I felt the place we booked was misrepresented to a great degree and when I phoned Agoda they were very helpful and offered to refund the cost, apart from the night we already spent.

Have you tried speaking with your bank. If you 'buy' something on credit card and the 'goods' are not what they are claimed to be, the bank will reverse the charge. It's worth a try.

Also, I would have thought it was up to AsiaWeb to refund to you and then reclaim the money from the hotel. At the very least they should wipe this place off their booking list.

I do hope things got better and you found a nice place to stay.

Catherine