My overall experience was extremely disappointing, particularly considering that this is an internationally renowned 4-star hotel brand. The standard of cleanliness, service, and overall guest experience fell well below what I would reasonably expect from a hotel of this calibre.
Cleanliness was bad.
1. The dinnerware provided had stubborn water stains on them, which gave the impression that they had not been properly cleaned or polished before being presented to guests.
2. The blanket provided in the room had visible stains on it.
3. The chiller/refrigerator in the room was visibly mouldy, indicating a lack of proper cleaning and maintenance over time.
The service was disappointing
I approached the reception to request assistance with changing smaller denominations of cash. I was simply told that the hotel was cashless and my request was rejected. While I understand that a hotel may have a cashless policy, the manner in which the situation was handled was disappointing.
The issue was not necessarily that the hotel could not provide the service I requested, but rather the lack of effort to assist a guest who had encountered a practical problem.
Breakfast was ordinary.
The food was very ordinary and did not stand out in terms of taste, variety, or quality. For an international 4-star hotel, I expected the breakfast offering to be more refined and consistent with the brand’s positioning. Instead, it felt rather average and did not leave a memorable impression.
The in-house digital channel was practically useless.
The personalisation was poor — the welcome/personalised message did not include the guest’s name, when it was supposed to.
The in-room dining menu was particularly frustrating. I initially could not access the menu through the in-house channel. I eventually discovered a small QR code sticker on the wall that I had to scan separately. However, rather than providing a dedicated and seamless in-room dining experience, the QR code simply redirected me to the hotel’s official webpage.
The location is good.
It is relatively central and provides decent accessibility to areas such as Blok M, Glodok, and Central Jakarta, whether by train or ride-hailing services. The train station is also within a short walking distance, the route had proper pavement, making it reasonably convenient for guests to walk to and from the station.
For an internationally renowned hotel brand, I am utterly disappointed with the overall experience. I chose this property with the expectation that its international 4-star standards would translate into reliable housekeeping, attentive service, and a more polished guest experience.
Instead, the cleanliness issues, lack of service recovery, and mediocre breakfast made the property feel much closer to a typical local 4-star hotel than an internationally branded 4-star establishment.
