Overall, this hotel has two pros - nice/spacious rooms and location close to a shopping center & food court. However, some negative experiences made this a wholly disappointing experience. In particular, we would like to warn future patrons of the spa, and a scam run by their therapists. We will not be returning.
We booked a hotel transfer from the ferry terminal, but no one from the hotel showed up; no apology was offered when the hotel was informed, with the staff choosing to pretend we had never mentioned it.
The worst experience was with the spa. My wife and I booked a 75 min in-room spa package. The therapists arrived late, and one of them kept burping during the massage which I found unprofessional, if not disgusting. Halfway through the massage, we were led to think that there was a ear candling portion included in the massage. We clarified with the therapists twice who assured us it was part of the 75 min package before allowing them to proceed.
The massages including the ear candling ended after 70 minutes. For payment, the therapists demanded an extra '50' for the car candling. When we told them that they had informed us it was included in the massage, they denied it. I then told them that they had only taken 70 minutes for the 75 minute massage and ADDITIONAL ear candling, to which one of the therapist took offense. This same therapist sat on our bed and refused to leave. I called the spa to try to resolve the matter, but a lady insisted that I had to pay for the ear candling. I decided to pay the therapists, but when I handed them 50,000 rupiah, they demanded S$50 instead; to understand the audacity of the demand, our entire massage for two cost about S$60. Upset, I called the spa again and was given a discount, though this still meant that I paid more than was advertised for the massage, and did not get the full 75 minutes that was promised. In the end, I paid a discounted price for a less than 75 min massage, as well as 50,000 for car candling which I was conned into thinking was part of the package. I may not be as aggrieved if the massage was good, but it was mediocre at best. To triangulate my story with that of a friend staying in another room, his massage also took about 15 mins less than the stated time. A wholly distressing and disappointing experience.
Later that evening, we requested two fresh towels from room service, as we used the only two towels that were provided in the toilet for the massage session. The replacements only came after almost 2 hours and several calls. The staff who eventually came was apologetic though.
Overall, a disappointing experience. The spa is not worth the effort, and I would like to warn future patrons about the scam that we were victims of.
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