I booked through Agoda for my wife and my daughter to stay at Hilton Hotel Bandung from Friday, June 14 to Saturday, June 15, 2013, as I have conference at Grand Preanger Hotel Bandung, and they don't wants to stay together with me in the same hotel and feel that will disturbing my business time.
When my wife checked-in, they announced code of booking and confirmation number from Agoda, but the receptionist insist a voucher from Agoda to be print and handed over to them. No compromise and without the vouchers they are not allowed to check-in, even I have paid their stay in advance with my Amex card already. This is the policy of the hotel , the receptionist announced loudly to show to other guests that she is incharged. So, we have to sit in the lobby, switch-on the computer, retrieve the vouchers from Agoda, and forward to the front office desk, to make sure that my wife and my daughter can check-in immediately. Anyway, no rooms available (is still being clean) even it was already 1 p.m.
Finally at 5 p.m. after they went for little shopping, they get the room key to the room 609. The room was nice, clean, modern, and bright.
At night, when I picked them up for dinner, my daughter asked if she can extend the stay until Sunday, June 16, 2013. I said OK, lets go to Receptions and extend the stay. We were services by very arogan young man, asked: Yes, what do you wants? Oh.... room 609 would like to extend another one night, is that posible? We have settled the bill for one night and we can pay now for another night. He immediately said: Sorry, we are fully booked, we have only Executive Floor, aroganltly. Sorry, we dont wants to be up-graded, we just wants the same room extension for another night. He said OK, but you can not pay the same rate with Agoda, and you have to move room tomorrow. Because your room already taken. We said, what is the different, if we switch-on our computer now and book again through Agoda, we will have the same rate, and on-top of it, if you gave us the same rate, you dont have to pay commision to Agoda anyway? He half scream and said, no our rate is more expensive because you must pay breakfast, which is not in the rate of Agoda. So calmly we said, can we see your Front Office Manager? He again half scream, "Why you wants to see my Manager" He is not here, he is gone home already. Oh...OK, what is his name? He scream again and said "I will not give his name to you", I am not allowed to give the name of the Manager, but this is his business card, Oh...thank you we said, we will inform your "no-manner" services to him tomorrow. He immediately said, OK, I dont care, this is my name, he write his name: Ryan Aditya in his Manager business card, arogantly. We left the receptionist and tell him that keep the room, as we will book through Agoda immediately from the lobby. He said go ahead. At night, we came back to the receptions, and tell another receptions (night shift) our intensions to extend the stay, (we have no time to booked through Agoda) and he immediately confirmed with smiles, proffesionally, with the usual Hilton manners.Because of his profesionall salesmanship he closed the deal with my wife with the rate that is more expensive from Agoda with the same room. The morning, when I again picked them up from the restaurant after breakfast, all staff in Food & Beverage area were smilling, offering a very good service, asking if we wants to have coffee or tea, which they closed the selling to us without forcing and very good proffesional selling technique that made us bought the drinks without any hesistance.
Good food, good restaurant team, even the security guard at the entrance gave us a nice greetings of the usual Hilton standard.
Bravo for Food & Beverage team, but I think the Front Office team need a lot of training in behaviour, greetings technique, smiling, which is very basic training for a class of hotel like Hilton brand.
Make sure you buy the room through OTA, cheaper! Dont try to come just walk-in, you will be hit by u...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.