Need a quick weekend get away and we opted to return to Holiday Inn Resort Batam based on our prior experiences with the hotel. The hotel provided complimentary transport from the ferry terminal to the hotel, which is a nice touch. As we were early (about a couple of hours before their official check out time), we were made to wait for the room. We booked a 1 bedroom suite due to the extremely good value on the hotel's website. The booking also comes with late check out, complimentary Wifi access, and breakfast. As we were checking in, we were told the housekeeping department requires more time to make up our room, which left us with little choice but to wait.
Check in experience was horrible compared to the last time. I requested for a king size bed suite and high floor, the staff (Iqbal) told us the higher floors were all taken and can only assign us a lower floor room. When asked which floor were we assigned he told us the first floor, which is extremely noisy as it is by the pool and the first floor rooms also lacked privacy. Nonetheless we returned some 2 hours later while spending time over at the Dragon's Inn Chinese restaurant, where they have Dim Sum Buffet going on. After lunch we went back and checked if our room is ready. We were pleasantly informed that our room has been upgraded on high floor with king sized bed. However the good impression stopped there. When we booked our room, it comes with free Wifi and late check out. When enquired the check out time, without checking, Iqbal informed us that the check out time is at 12 noon. I asked about our special deal, then he verified it is at 4pm. Wifi information was not even offered and we had to call the call centre to check how to connect to internet.
The poor service did not stop there, the second day we had forgotten to bring our key for breakfast and approached the staffs at the check in counter, explaining our situation, her responses was "and then???". This is a 4 star establishment, with staff giving such response is unthinkable! The hotel should relook into training their staff what it means to provide good customer service. The staff at Terrace Cafe is as horrible as ever! No smiles, terrible service. The last time we came, we were offered Cappuccino, this time round when asked only coffee and tea are available! I told the staff at the cafe I was offered Cappuccino then he went off with a "what the hell" face and get us our Cappuccino. Food at breakfast service is at most average, the nasi lemak was not tasty and kinda blend. Choices are limited and the food do not seemed to be topped up. Terrible terrible service for Terrace Cafe.
Now the room we were assigned was great but looked aged. Though this is a 2 bedroom room, fixtures were starting to look boring and looked like they are in need of refurbishment. There was a simple dining table greeting us upon our entrance to the room followed by the couch area with a coffee table and a TV. The bedroom with the supposedly King size bed has a make up table, awkwardly placed at one corner of the room, sharing the same surface with the other TV in the room. the king size bed is actually queen size, sleep quality is at most average. I woke up with a stiff neck despite sleeping on the firm pillow. There is also a cheap looking wardrobe in this room. The other bedroom has another wardrobe with 2 single beds. It looked cramped with the placement of the furnitures. The balcony, overlooking the pool was a simple affair. Decked with a couple of deck chairs and a small table, it is only good for smoking.
There is 2 bathroom in this category. One next to the dining table with a simple toilet bowl, a sink and a standing shower. The other, inside the room with the queen size bed, has a smallish bathtub, toilet bowl and a sink. The bathroom is cramp and a simple affair.
We ordered pizza for lunch on the second day, the pizza came with a long strain of hair on it! We also asked for chill flakes and cheese, those were not delivered!!! What poor service!! I called the call centre to complain about this, the lady over at the other end did not seemed too keen to turn things around! Horrendous service! When the staff came back and we showed him the pizza with the hair, his response was a simple "SO??". He'd expect us to remove the hair and eat the pizza??!!! I told him I wanted to change the pizza, he left with a extremely unhappy face. I called the call centre again to get them to cancel the pizza as I am not sure if they will serve us the same pizza again by simply removing the hair! I have no confidence in their food.
The only saving grace for this establishment is the Tea Tree Spa. The staff are warm, caring and offered extremely good service. Will I come back here again??? NOT IN A MILLION YEARS!!! This will be my last time here! Terrible service, i would probably find joy in another hotel!
No Ground floor Rooms! Go Elsewhere where they value you more as a customer!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
March 24, 2013
Dear guest, we are feeling sorry that you have not enjoyed your stay with us. It would be my pleasure to talk about your experience in a telephone conversation. In case you are interested in that please send me the number I can call you via email to firstname.lastname@example.org.
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Thank you & Regards,
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.