Upon reaching the Harris Resort lobby, we were greeted by a group of very friendly staff with loud jingles and a clown hiding in a soup. I was quite impressed by the enthusiasm of the orange tee-shirt staffs.
There was a big crowd at the reception and a staff approached us for the hotel confirmation slip. My friend passed to the staff and we were asked to wait while they process the check-in.
We understand that it may take a while for us to check in due to the high volume of guest, I decided to wait at a corner where there is a sofa. After waiting for almost an hour, it seems that there is no response from my friend at the reception area. The reception area is cleared with only 2-3 couples - obviously most guest had checked-in. I went to check on the situation and was told by my friend that there are several staff handling our package. So I went back to the same sofa corner and waited for another 30mins or so. Then my friend came and told us to go for lunch first at the cafe.
I found a nice space in the cafe and served by a waitress asking for our choice of food. She then explained to us some very confusing food vouchers entitlements that we are not aware of. She asked for the food vouchers which we do not have it. My friend told the waitress to check with the manager for the voucher - we did not received any vouchers or anything besides the map in a lanyard.
There came a man and claimed that he is the 'senior manager' of the resort. He asked if we are having some problems with the resort. I said yes we are having some big problems. Another friend asked him to imagine that how would he feel if he is the customer who had waited for rooms for hours but the request was passed around a few staff.
His words was ,'If you do not like this resort, you can always go to other hotels and we will refund you'. At this moment, all of us were extremely SHOCKED by his reply.
Two of my friends pulled him one side to discuss further.
After that, my friends came back and told us that we had our rooms and the 'Senior Manager' had realised that his staff had made some mistakes on our arrangement. He offered us some 'Foot Massage Vouchers' and persuade us that it will definitely be 'a place to heaven', we rejected the voucher and he did not want to take it back. we left it at the receptionist - No apology was given to us for your information.
I need to call up both the Harris Singapore & Jakarta office using my mobile phone to demand for an explanation. I had asked for the superior of the 'Senior Manager' however it seems that they are not available(Saturday). I left a message in both offices to the subordinates of the 'Senior Manager' and requested for an acknowledgement of my greivances via email by Saturday night - A check on Sunday night showed that both office did not acknowledge me.
Anyway, we had our lunch, check-into the hotel rooms however, there is something that is permanent in our mind - Are we going to enjoy the Harris after the commotion?
The key points:
1. We were not given any vouchers to go for lunch which the waitress asked for. - That means we had not check-in and get any of these vouchers
2. If there are no rooms available, the staff should inform us about the time to check-in so that we would not have to wait at the reception for so long.
3. My friend who organised this trip is embarrased in front of all his friends. It is supposed to be a short getaway for us to catch up. - That is why he pulled the 'Senior Manager' aside.
4. When the 'Senior Manager' asked what is our problem, did he investigate or check with his staffs before talking to us?
5. Is he listening to our problem?
5. If a 'senior manager' can tell a guest such things, would the rest of Harris be the same?
After all the commotion after 10mins check-in, we decided to seek other available resorts in batam and again my friend used his mobile phone to enquire. Fortunately for us, we manage to secure an alternative room.
We looked for the 'Senior Manager' and told him that we would like to take his offer not to stay in Harris. He agreed however, there was no proper documents given to us and mentioned that we have to claim it back at Singapore office. We left the Harris and headed to the booked hotel. Upon that, We don't feel good as the impression of this 'Senior Manager' seems not reliable for what he had claimed. What if he turned back his 'words'? My friend decided to go back to Harris and demand for a black-and-white. They came back with no outcome and does not want to bring this unhappiness to us.
Anyway, we had fun at the other resort - no regrets for choosing it.
The only consolation came when we are back in Singapore on Monday, when the Singapore office called to apologise to my friend for the unpleasant trip. It was followed by an email to address our complaints which is very professional.
How can I rate Harris after our experience? There seems to be no way to rate these factors -price, service, quality, food, activities.
So, consider your choice.
- Official Description (provided by the hotel):
- A friendly resort facing the strait of Singapore and the sea view with spacious accommodation and giant free form swimming pool. Strategic destination and a perfect vacation spot for couples, families or business purposes. With 308 rooms and suites including 20 cabanas, this hotel has the largest number of room provided in Funky and Trendy Wing.Harris Funky will cater the needs of your most discerning family member while easily keeping the whole group occupied and satisfied. Harris Trendy has the newest and trendiest all inclusive concepts, reserved exclusively for couples and singles over 18 years old of age. Asia’s one of its kind, an all inclusive concept welcomes couples and singles to experience carefree days and endless irresistible nights in Batam. The over 18, adults-only atmosphere allows event the most conventional of guest to throw caution-to-the-wind and experience life like never before. Located just 40 minutes away from Harbourfront Center Singapore, Harris Resort Batam try to persuade its guests to linger with a plethora of water sports & indoor entertainment in the form of a ten-lane bowling alley, Squash & billiards, Go kart, Flying Fox or sea sport activities. Soothe the muscles with one of our treatments at the spa, foot reflexology facilities or head to the giant free-form pool. The H-Spa an oasis of calm and serenity with breathtaking sea views and sunset in the afternoon, provide Harris Fans with a haven to luxuriate and pamper themselves with a selection of Body and Facial treatments masterfully executed by highly trained therapists. Five outlets to ease hunger pains are available by providing Indonesian, Asian and Western cuisines. ... more less
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- Also Known As:
- Harris Resort Batam Waterfront Hotel Batam
- Batam Harris Hotel