We had 9 adults and 2 children making the trip there booking 4 rooms. This horrible reservation staff named Ervina initially intended to sent 2 cars for pickup only but ultimately we had to explain so much in email that she finally understood that we had 9 adults and 2 children. Next, two of the adult traveler might not be able to make it and we just write to inform that we might need to cancel one room. Again this Ervina did not clarify clearly and cancel one of the room immediately. Finally, we arrived and we had another person coming along to take over the room. This Ervina again tried to give us the days current walking booking rate, cannot see she's at fault.
The pool is nice, the food is ok, the room is relatively ok as well BUT this staff's behavior is intolerable and arrogant!!
Anyway that was our worse family trip because of this horrible reservation staff, she really killed our trip and mood right from the first day.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 9, 2013
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Warmest Greeting from Aston Tanjung Pinang Hotel & Conference Center !
Thank you for taking your time to share your experience while staying with Aston Tanjungpinang Hotel and Conference Center.
We are really sorry for the problem that you faced with one of our staff. We found that the cause of mistake was came from lack of communication between our reservation, yourself and the management, this led to create misunderstanding in the field. We have brief our staff to be more active to communicate with us should there found any obstacles during the operation, so we can properly decided the best solution for both parties. We sincerely apologize and make this as our motivation to serve you better in another chance.
Thank you for your understanding and we shall look forward to welcoming you back to Aston Tanjungpinang. Best wishes from Aston’s team.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.