4/10 Poor
M
5 February 2019
Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
When I booked Tuga I was given 2 options: to pay then or at Tuga. I opted for the latter. When I arrived I was surprised that they didn't have a credit card machine. I double checked the website and my documents but they didn't disclose this. The owner was gracious and said that we would get it sorted the next day. In the morning I called Expedia and they said that they couldn't process the card payment on their end but Tuga could. I sent the manager, Caroline, an email asking her to charge my card and was surprised to receive an aggressive email demanding cash, saying she couldn't take a credit card and telling me to leave my passport at the hotel so that they would know I would come back. I called Expedia again and they assured me that Tuga could process my card and this time they called Caroline. After some back and forth she promised to charge my card that evening. I realized later that she only said this to get off the phone because instead of processing my card she wrote me a message entirely in capital letters threatening to call the police and report me to immigration.
The place itself is clean and the gentleman who would clean the rooms was a lovely person. Still, I won't return nor would I recommend Tuga. The price is high for a place that is 30 min from the Ubud centre and my exchanges with Caroline were so unpleasant and unprofessional. I'm still shocked that she would threaten me when she had the power to fix the issue the entire time.
M
Stayed 3 nights in Jan 2019
