Well, at the first time we areived everything went well. Welcomed by Mr Agus THE ONE AND ONLY BEST STAFF in this hotel (others were worst!), he assisted us to the room very polite gesture and good communication. Started while i asked for more bath towel, coz i booked 4 rooms for family, and i occup the room with my parents which more than 3 person inside, however they said it is unable to send more otherwised it charged. We understood and cancel the request instead. We also cannot refill the bottle of water (the small size one) they said it will charged in IDR 30.000 which i understood and we cancelled the request and bought by ourself outside. Second day, after we held a family event, we are extremely exhausted. After bought a food (soup) we req them to deliver a bowl. And they said they will sent it up. Until end of the day, the bowl was not coming, and my sister ate it from its plastic! Me and my husband decided to extend the stay to higher type of room, we paid all in advance, we understand because we booked the reservation in a last minute at around 12pm, the rsv was still not interface to the system i guessed, and they asked us to wait and will call to info us when the rsv interfaced already. Until more than 30 mins, no one get back to us, we did not complained at all, i came to reception met argita which was the person who handled us, and she informed that the rsv have been received (and no one call us). i did registration as normal and they gave us the room in a lower floor which was not our preference, and asked to get higher floor. They said, they will call us due to the room was not ready yet, which -again- we understood. We are waiting until 2 pm but nobody call us, and i came again to them asked for my room, surprisingly the room was ready :) thank's God because we are very initiative to ask them :) i guess if i was not asking my room, they will never call us... No apologize conveyed due to we need to wait for room nor call us to collect the key. Also the boy before argita, who handled us in the receptionist needs to be trained how to listening to the request and question well and conveying the information well to the guest. Other thing why i fed up was, we ordered food outside, and the reataurant forgot to put the cuttleries, and i requested to them for cuttleries, this rude staff named Sansan, said it chargeable, well i still don't understand and asked why it chargeable, and he explaination was unbelievable and i really hate to explain it here ( you can try by yourself to proof this if you want to loss your day and money only to get worst service:)) he said the information was on the room svc menu which was not there! He said, the charge is for the possibility, if only the cuttleries can be lost which we don't have any plan to lose it :) i told them that last night when we requested the bowl, it didn't come, and no apologize AT ALL. Only the rude explanation from this SANSAN. The spv gave us a so-so explanation and apologize after
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