How problems get handled at TanaDewa Resort Ubud Bali by Cross Collection
Staff failed to handle a checkout dispute professionally, making false accusations and allegedly retaliating through poor luggage handling, with minimal accountability.
Single incident from June 2026 (very recent), insufficient data to assess trends over time.
What the reviews tell us
Housekeeping made a false accusation of missing coasters immediately after checkout, creating tension with guests (claim 127639)
A different housekeeper later acknowledged the coasters were actually in the room, partially mitigating the initial error (claim 127655)
Guest luggage was allegedly left outside in the lobby as apparent retaliation for the earlier checkout dispute, suggesting management failed to de-escalate or address the conflict professionally (claim 127669)
No evidence of formal apology or compensation offered to resolve the initial false accusation or the subsequent luggage incident
Evidence from a recent Australian guest (June 2026) reveals a troubling pattern in how staff handled a service recovery situation. The incident began when housekeeping immediately accused the family of missing coasters within two minutes of checkout. Although a later housekeeper subsequently admitted the coasters were actually in the room, there is no record in the claims of a formal apology or compensation offered for the initial false accusation. More concerning is the guest's allegation that after leaving luggage in the lobby temporarily, the items were deliberately left outside in a camera-monitored area as apparent retaliation for the checkout argument. This escalation from service failure to perceived punitive action suggests a breakdown in management protocols for complaint handling and employee accountability. The limited evidence base (single recent incident from one reviewer) prevents a broader assessment, but the specificity and severity of these allegations—false accusations followed by potential retaliation—indicate serious gaps in staff training and management oversight of service recovery.
The evidence
Representative quotes from 3 supporting reviewsLater housekeeper accepted it is there
After checking out within 2 minutes the house keeping informed the reception staff that coasters in the room are missing. And the staff asked me in a subtle tone
We left our luggages there and came back after 6 hrs to see they were kept outside in the lobby as there is camera there. It felt like they purposefully left there as we had an argument earlier during checkout
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