My family and I checked on Oct 22. Before that, I wrote two emails to the hotel requesting pick up service at the airport. on their website, it is said that this hotel provides pickup. However, nobody gave me any feedback about my request, even though I emphasized in my second email that please give me confirmation.
On Oct 22, when we arrived the airport, my family and I still looked around the pick up area twice but found nobody there waiting for us. I called the hotel and waited like 20 rings and nobody answered the phone. My family and I ( four people in total) had to rent two taxis to the hotel. On the price table of taxi service, it says that rate to Tuban is $45,000/ each but the guy of the taxi service insisted to charge us $55,000/each.
When we finally arrived the hotel, one of the receptionists ( I am talking about the one wearing braces. I need to point her out because others are friendly and nice.) was very impatient and rude. She actively, we even hadn't started asked about the pickup service, said that her friend went to the airport twice but did not meet us. I said I wrote emails twice but nobody replied me. At first, she said I did not write emails ( she even wanted me to show her the emails I wrote), but later she said the hotel got my emails. ( if they did not get my emails, how come her "friend" would go to the airport that day?) My brother then said that we called the hotel at the airport and that receptionist said their phone never rang that afternoon. It is ridiculous. We called by a cell phone, there is a record.
Besides, that receptionist did not wait me or my brother finish our sentences. She interrupted when we were talking and argued with us. This is very rude. I've stayed at many hotels in many countries and this is my very worst experience ever.
The AC of my room ( Rm 331) was very noisy. I could not sleep at all and called somebody to fix it up. A nice and friendly person came and fix it.
I found some hair in the bathroom.
the room slippers are dirty. I dare not wear them. I stayed there three nights and I only wear the flipflop I brought with me.
I understand that Quest hotel answers to reviews here. I just hope they don't give me answers like "five mins from the airport," " hope you come again, " etc.
I was not a member of TripAdvisor. But because of the bad treatment from the receptionist, I registered and make my voice heard.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We apologized for any inconvenience during your stay with us and rest assured that I have personally followed up with the department concerned to ensure the better service for our guests.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.