Whilst we feel your frustration, Jennifer, in not being able to find your way to Villa Pantai on the day you were supposed to check in, your review is not entirely accurate I'm afraid.
Before I lay out the facts, as to what actually happened here, I should like to emphasise we have attracted in excess of 50 highly positive reviews from guests who have enjoyed a wonderful experience. Yours is the first negative review and hopefully the last!
Once a booking has been confirmed Airbnb releases the property address - so you did in fact have the location of the villa. Also, specific check-in details on our Airbnb listing explains clearly how check-in will be handled, and mentions the villa is managed by the neighbouring Kubu Indah Dive Resort, on our behalf. The Kubu Indah Dive resort shows up clearly on (Hidden by Airbnb) Maps.
On the day of check-in you messaged literally a few hours beforehand asking for directions. We responded immediately, but as we were in the UK at the time (bearing in mind the time zone difference) our reply came too late as you had already booked alternative accommodation. Your messages were quite aggressive, obviously fuelled by your frustration, but it is entirely innaccurate to state that we were 'incredibly rude and nasty"!
When you first booked you mentioned that you live in Bali and as you had chosen to make your own way to the villa - rather than use our driver, Bawa - we assumed you were familiar with the area and knew the route - or at least would employ a local driver who knew the way. You had not at any time indicated otherwise, apart from a few hours before setting off in the car!
Regarding your refund, which we were happy to agree, I did explain as we had not in fact received payment at that point you would have to follow Airbnb's refund process.
If we could both 'turn the clock back' Jennifer, that would be preferrable, since you and your family would certainly have enjoyed a wonderful time. We have, however, learned from this negative but avoidable experience and have taken steps to ensure this does not happen again.
Communication is the key, ideally well in advance.