The Lagoon Bali Pool Hotel and Suites

During my stay, my engagement ring went missing from inside my suitcase, which was kept inside a locked private hotel room. While we were out, the only person who accessed the room was a housekeeping staff member, who was working alone (not in a buddy system). CCTV footage and key card access logs confirm that no other access occurred during our absence. On the day of the incident, I returned to the room specifically because my friend pointed out that I had forgotten to put my rings away and had left them on the counter. CCTV footage captures me returning to the room for the sole purpose of putting the rings away. For this reason, there is no possibility of misplacement or memory error. I personally placed both my engagement ring and wedding ring together into the same suitcase at the same time. When I later attempted to retrieve them, only the wedding ring remained and the engagement ring was missing, which further confirms that this was not a personal mistake or oversight. After reporting the incident, a housekeeping staff member entered our room again during our absence, without asking for our consent, apparently on their own initiative, under the pretext of “helping to search,” despite the fact that we did not request this. We did not expect anyone to enter the room at night, as regular housekeeping services were not operating, so we left our suitcase opened. When we returned, we found out our belongings moved around. The receptionist was initially unaware that anyone had entered the room, and we later learned that the housekeeping staff member had entered the room at their own discretion. This was extremely uncomfortable and distressing. The manager was polite and responsive by email; however, the hotel ultimately refused any compensation, stating that CCTV footage, key card access records, situational evidence, a police report, and the fact that my ring disappeared from my suitcase were “insufficient.” The hotel demanded a formal police conclusion confirming that the theft occurred inside the room. However, this is practically impossible: – I had already checked out and returned home, – the room had been cleaned, and – other guests had stayed in the room afterward. Expecting police to prove a theft inside a specific hotel room under these circumstances is unrealistic and unreasonable. What is particularly concerning is that all evidence provided by the guest was rejected, while a written statement from the housekeeping staff member was accepted as evidence of innocence. Under this logic, it would be nearly impossible for any guest to successfully report theft, regardless of circumstances. This creates a serious lack of accountability. I strongly advise future guests not to bring valuables and to be aware that the hotel does not take responsibility even when incidents occur inside a locked room with staff-only access. I would also like to emphasize that this was an engagement ring, not merely a valuable item. Its sentimental value is irreplaceable, and the loss goes far beyond financial cost. The fact that such a meaningful and personal item disappeared under these circumstances, and that the hotel refuses to take responsibility, makes this experience especially heartbreaking. This was an extremely distressing experience and has permanently damaged my trust in this property.

The Lagoon Bali Pool Hotel and Suites

The Lagoon Bali Pool Hotel and Suites