I stayed for 3 days 2 nights at Maya Ubud Resort &...

I stayed for 3 days 2 nights at Maya Ubud Resort & Spa. One of the 5 stars resort in Ubud.
When I first entered Maya Ubud, I was very impressed by the ambience and friendliness of the staff. We are very aware that in this pandemic situation some aminities will decrease, and if we want something, enough requests will be delivered what we want.

At the beginning of the stay, we requested a yukata from the FO by telephone. Because we checked in the wardrobe there wasn't. The FO asked for time to inquire with related parties, and contacted us again by informing us if the current pandemic situation Maya Ubud did not provide. For me if that is the SOP of the resort it is not a problem for me.

But on my last day at Maya Ubud, I saw 2 guests using a yukata heading to the pool. There I was shocked and quite disappointed with the treatment of the staff there. Is it because I am a native Balinese guest that what we asked for was not given and outside guests got what I asked for in advance? Supposedly, if the rules are enforced for in-house guests, there should be no differences or all are treated the same.

As a 5 star resort in Ubud, product knowledge must be really understood, don't just tell us there is a miss communication.

As a front liner or front guard must be clear and informative when explaining all information to guests who will stay there.