Dear Valued guest, Thank you for taking the time and sharing your experience with us . We are deeply disappointed that you did not enjoy your stay with us. I have shared your comments with our manager and hospitality team. We have learned from your experience for further improvements. Thank you once again from all the team at IndoChine Resort and Villas. Kind Regards,

Dear Ms CaitlinThank you for taking time to share your review.We regret to hear about your experience. We have taken note about the comments about the room and out team have looked into them.The Sky Suite room with plunge pool is located right on top of the hill and is surrounded by rain forest. It is possible that small animals such as squirrels can enter the room if the doors are left open. Our team came to inspect the room when you called and couldn't find any animals in the room.We also prepared another Sky Suite on the next day for your stay, but you preferred to stay in the Standard room. Our staff informed you about the refund for the difference in room price and we have already refunded the balance to your credit card. However for credit refunds, it may take up to 15 days to appear on your statement, depending on the Credit card issuing bank. If you do not see the refund within 15 days, please contact our reservation team again.Once again, we sincerely apologize for the inconvenience.