We stayed for our one night transit for our flight. So we need a hotel near the airport. This is our first stay here. We usually were staying in other hotel for our flight transit. Since we want to try new ambiance, we decided to try Aston Inn. And this is completely BIG MISTAKE!
We booked the business room because we want to have a really good rest for the next morning flight. When we arrived at the airport no body pick us up as per their promise in the confirmation email. When we called the hotel they said there was no booking per our name and claiming we’re the other Aston chain guest not Aston Inn Tuban and order us to take taxi instead to come to Aston Inn and prove our booking.
The terrible service just continued when we arrived at the hotel. I asked someone at the check in post to help us moved out our stuff from taxi. And the staff at the check in post said that we do not provide this kind of service! NICE! Fortunately one of their security, quite old guy, help my wife to moved out our stuff from taxi without being asked. He’s a nice guy really. Notice that my wife also looked after our 1.5 yo toddler while doing that.
The check in also took 45 minutes. When we’re quite exhausted, especially my 1.5 yo toddler. The staff did not offer my wife and my toddler to seat or rest at lobby. At that time the lobby is very windy (yes the lobby is open air). They still blame me and didn’t trust me because we’re not registered in their system and blame me and my booking agency. Which is WRONG, because I booked directly through their official website not by any travel agencies. And when I showed them the confirmation booking from their own official email (firstname.lastname@example.org), they started to make funny dumb face.
Then after really pissed off at the check in process. They guided us to our business room. It was spacious room. Very big indeed. We feel a bit better at that time. BUT, then the problem continued. The bed, was not clean! YES! The brown stain is all over the pillows. Also the bed sheet was crumpled. It was clearly someone just check out from the room and the room service hasn’t change the bed and pillow sheet. OMG! DISGUSTING! And we felt more terrible when we found that the floor in our couch area was full of DUST. And our room has door connected to other room and we can hear loud and clearly the guest conversation next door. Business room, really?
The the staff from the check in post rang us asked me to forward the confirmation email to her manager, I assumed (email@example.com). Instead of asking how but our room and make sure we’re okay, she asked to send that email yes it was about 10 pm. Also when we ordered dine in our room this staff still keen to ask us to send the confirmation email. I’m quite sure she was being asked by her manager. So I really don’t know what kind of manager they hired for this hotel. Instead of make sure the guest have a good rest. She/he asked his staff to rang the guest at night just to make sure she/he got the email. Such a TERRIBLE management!
And they let people to smoking everywhere! Smokers feel free to stay in this hotel!
ENOUGH is ENOUGH! This hotel is completely ruining my image on Aston. Even I know it is only Aston Inn. But still it is TERRIBLE!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
March 25, 2013
Please allow me to take this opportunity to apologize for the inconveniences you have experienced while staying with us at Aston Tuban Inn.
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Not only does it give me the opportunity to address the issue, and find a way to fix the problem, it also demonstrates your desire for our hotel to improve in our service to you and all of our guests. I truly welcome comments from our guests, both positive and negative, because it is the only way I can learn what our guests are experiencing when visiting our hotel. Let me offer my apologies for the situation you encountered. This is something that we try to avoid but, obviously, we sometimes fall short of the mark despite all our best efforts in satisfying the needs of every guest. It is clear that we dropped the ball, so to speak, when taking care of your needs. This shows me that we have an area where further training is required for the staff in providing our guests with better service. Your situation is not something that happens on a regular basis and it was not handled as it should have been. I hope you can allow us the chance to improve in this area and stay with us again.
Once again thank you for your candid feedback and comments.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.