With so much good reviews of the hotel in terms of location, food and amenities, I wished to touch on perhaps one of my worst experience ever had in my numerous stays in hotels in the region!
I have just checked out today and I really wish I didn't not because I love the hotel so much, to a certain extent, everything was ok before check out, but it just need one single incident for me to consider this one of my worst experience. Due to a morning flight, I just want to make sure that I arrived in the hotel on time and hence pre-booked the transfer service from the hotel on the night before departure and I made sure that my departure time is early enough considering the usually heavy traffic in most parts of Indonesia. The staff that arranged the transfer confirmed that the timing is ok.
As mentioned since it is an early departure, I paid up before breakfast on the day of departure and re-confirmed at that point of time with the staff at the counter, Rully, who mentioned that the car is confirmed and everything is in order. As planned, I was at the check out desk on time to ask for the car and Hariman attended to me and referred me to the concierge and he was distracted by another guest who asked to leave something at the counter which he promptly took down the details and sort of ignored my request. I then asked again for my transfer and he started going from one person to another and asked if I book a car or taxi which I said I am not sure since it was arranged by the hotel. He again delayed the process and went from one person to another. This got me a little worried and then I went back to the counter and talked to Rully, since I had confirmed with him in the morning earlier and he asked for my room number again which I gave and I told him I had reconfirm with him when I paid up!! What really makes me mad was that instead of being apologetic, he simply does not make an effort to speed up the process and this really irritated me that this is the level of service as I reiterated that I had made sure of the arrangement much earlier which he simply ignored. I went back to Hariman at the concierge thinking he has made effort to get the car but was disappointed that again he did not but instead helped to show another guest (of Western nationalities) to their car and ignored me....again no sense of being apologetic!
The car came finally after a delay of almost 20 minutes and by that we were already outside the hotel looking very anxious...the least that could have happened which didn't was for at least either of the staff I approached and mentioned earlier to at least apologise before we leave but this of course did not happen!!
In all, I have never seen such atrocious service level in what is considered a 5 star hotel and set me thinking that maybe there is no competition service for them that the management can tolerate such service or allow their staff to behave in this manner!!
- Official Description (provided by the hotel):
- The new JW Marriott Medan is the first 5 star Marriott and International hotel in Medan, Indonesia. Each of our 287 new guest rooms boast breathtaking views, contemporary furnishings, luxurious bedding, 37" to 42" flat-panel TV and connectivity to plug and play iPods and other personal devices. Relax with a dip in the outdoor swimming pool. Stay fit with a great workout on our new state of the art fitness equipments in our health club, open daily 24 hours. ... more less
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