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“Appalling Service Standards for a Pullman”

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Pullman Jakarta Indonesia
Ranked #23 of 464 Hotels in Jakarta
Reviewed June 26, 2013

Ongoing renovations do nothing to help draw guests to choose a hotel due to the noise and inconvenience, but instead of focusing on winning customers over through the other aspects like good service, they have exhibited poor service and bad manners.

The guest relations/front desk lines are impossible to get through at times, even after left ringing for MINUTES.
It is unimaginable that the only way to speak to someone is to have to the lobby yourself.

Overall, front-line staff were not anywhere near eager to serve and impress.
Can't really be bothered except to go throught the motion.

Previous experiences during earlier stays over the past few years were better though.

A real pity for the brand, especially after taking over from Nikko management.
Definitely not promising of things to come.

Location-wise, it definitely has the advantage.
The downside is that for some reason, the hotel has chosen to renovate and upgrade while leaving all the rooms' old windows intact, meaning poor sound insulation from the busy traffic just in front of the hotel comes through every morning/afternoon/night.
You have to be a real heavy sleeper to survive the rooms facing the traffic.

I hope it improves, otherwise it's a real waste for a hotel in a good location and having spent good money to refurbish.

  • Stayed: June 2013, traveled on business
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Review collected in partnership with Accorhotels.com
2  Thank Ren Chai W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bulan B, Quality & Attitude Manager at Pullman Jakarta Indonesia, responded to this reviewResponded June 27, 2013

Dear TripAdvisor Member,

First of all, let us thank you for taking the time to share your experience with us and writing a second review on our hotel. We appreciate all feedbacks from our guests in a spirit of constant improvement. We are truly sorry to read that you were disturbed by the ongoing renovations and by the noise coming from Jalan Thamrin. We will be reopening part of the hotel ground floor in August and the all-day dining restaurant in September, it will surely provide a new look to our facilities and we are currently training our teams to provide the appropriate Pullman services. We are looking forward to welcoming you back.

Kind regards,

Philippe Le Bourhis
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,076 - 1,082 of 1,613 reviews

Reviewed June 24, 2013

stay for 2 nights & booked for 2 room at 619 ans 621, the overall experience is quite good with friendly staff equip with general hotel knowledge. Bed is quite okay, however i don't get the point of providing a really large pillow...thus the pillow quality is not up to the par for this hotel standard is not hard but its not padded either. Room design is nice, small but very neat and everything is in a good placement. Amenities is really unique and very adequate, all wrapped in a sachet style.
Breakfast is great and provide you with a lot of choice, only the beef bacon and lamb sausages is not really tasty as it should (based on my opinion). Location wise is great, 3 minutes walk to Plaza Indonesia, taxi is easy, havent got a chance to try the pool. During my stay from on 22 June 2013, there is a parade (Jakarta's birthday), really loud noise from the street could that be heard until 12 pm..not the hotel's fault though, the next day is all good. Consider to stay here again if we can get a good deal

  • Stayed: June 2013, traveled with family
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4  Thank Ivan S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bulan B, Quality & Attitude Manager at Pullman Jakarta Indonesia, responded to this reviewResponded June 26, 2013

Dear Ivan S,

Thank you very much for taking the time to share about your experience with us. We are delighted to read that you were satisfied with our rooms’ design and our amenities. Thank you very much as well for complimenting on our staff’s service, our breakfast and our design. In regards to the pillows provided in the rooms, we are very sorry to read of your discomfort. We provide in each room two sizes (rectangle and square) and two types of pillows (soft and semi firm) for our guest’s enjoyment. We are currently developing a new pillow menu which will be available soon in our newly renovated Grand Deluxe rooms. Furthermore, we do apologize for the disturbance caused by the Jakarta Anniversary celebrations. We hope to have the pleasure of welcoming you again soon.

Kind regards,

Philippe Le Bourhis
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed June 20, 2013

We reserved this hotel and using direct payment via accor website since months ago. I also informed months ago that I will use the facility of room upgrade, and the reservation officer at that time confirmed this.
We arrived at the hotel @ 3.30 PM, and went to the reservation counter for check in. As we know normal check in time is 2PM, but guess what? The officer says that the room is not ready because they have only limited deluxe room (which is entitled for my stay), and the guess in the deluxe room mostly utilize their late check out.
I was very unhappy because I reserve the room since months ago, they should be able to arrange that the guess in my room can not do a late check out because the room will be utilized by the next guess (me)!
However, there is no other room available so we have to wait. They offer us to wait at the lounge and having our welcome drink. 30 minutes passed I come back again to the counter and she said it still needs time approximately 1 hour. Gosh, terrible!! further worse that I ask how would I know when my room is ready? She said that she will come to inform me, or I can come back to ask again. What?? I don't think I have to come back all the time for asking my room. This is absolutely very unprofessional respond.
Finally, after 1.5 hours waiting, I asked to the person in charge in the lounge, to ask the reservation counter whether my room is ready. At last, we can use or room at 5PM.
The reservation counter consist of 3 ladies and 1 guy, and they speak to each pther with loud voice not showing a proper attitude of the front office employee.

  • Stayed: June 2013, traveled with family
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Review collected in partnership with Accorhotels.com
1  Thank Trisna_Rini
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bulan B, Quality & Attitude Manager at Pullman Jakarta Indonesia, responded to this reviewResponded June 26, 2013

Dear Trisna_Rini,

First of all, thank you for taking the time to share with us about your stay at the Pullman Jakarta Indonesia. We understand very clearly your frustration and anger due to the check-in process and we apologize deeply. We have made an inquiry as to what happened with your room and will make sure that this situation doesn’t happen again. We hope to have the pleasure of welcoming you again soon.

Kind regards,

Philippe Le Bourhis
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed June 18, 2013

Used to be the Nico Hotel. I stayed when it was, and first room I was shown was so small I upgraded to a suite. Now it's been refurbished as a Pullman. The rooms seem bigger and are 100% nicer. The bathrooms in the Nico were like cupboards. The bathrooms in the Pullman, while small have bathtubs and are quite nice. One wall is glass, so if you're into watching your mate shower- that's cool. We stayed here through my Accor membership and a credit card promotion discount. It is fairly pricey for the room size though if you pay full rates. Staff are very friendly, check-in was lovely. The room is well fitted out with pleasant touches like soft beds and good quality linen. Stacks of things in the bathroom too like shampoo, face lotion and shower gel.

  • Stayed: June 2013, traveled as a couple
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1  Thank makxberr
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bulan B, Quality & Attitude Manager at Pullman Jakarta Indonesia, responded to this reviewResponded June 19, 2013

Dear Maksberr,

Thank you very much for taking the time to review our hotel. We are delighted to read that you have had a positive experience with us. Thank you as well for your compliments on our staff and the quality of our room and bathroom design. However, it is possible to privatize the bathroom with a curtain, should you desire to do so. Furthermore, we would like to let you know that we will soon have available new rooms of considerably larger size in comparison to our superior room, they will be located in the Pullman tower and be of minimum: 43 square meters. We hope to have the pleasure of welcoming you again soon,

Kind regards,

Philippe Le Bourhis
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed June 12, 2013

I Stayed there at 26th May 2013,I like the room design especially the bathtub.my only concern is only the Air Conditioner .I put key at the key tag for electricity all day long , but the room still warm all the night . Maybe the air conditioner just too old or not yet maintenance properly.
I remind reception upon my departure . Hope they will fix that.

Room Tip: ask the odd number for nice Thamrin view
  • Stayed: May 2013, traveled with friends
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1  Thank d1l
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bulan B, Quality & Attitude Manager at Pullman Jakarta Indonesia, responded to this reviewResponded June 18, 2013

Dear d1l,
Thank you for sharing with us about your stay at Pullman Jakarta Indonesia. We truly apologize for the inconvenience caused by the air conditioning system in your room, which is controlled by a thermostat. Thank you very much for your compliments on our room design. We hope to have the pleasure to welcome you again soon,
Kind regard,

Philippe Le Bourhis
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed June 11, 2013 via mobile

This hotel has lots of potential has a great location, very nice pool and gym. But, there is an extensive renovation going on, and the staff requires additional training to better anticipate guests needs. Left my room this morning to go for a meeting, returned in the afternoon and room was still not made. Had to track down a wait person to take my lunch order. I suspect when the renovation is complete it will be a beautiful hotel, if they can improve service then maybe there's hope to compete with their neighbors.

  • Stayed: June 2013
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Thank Viewbychris
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bulan B, Quality & Attitude Manager at Pullman Jakarta Indonesia, responded to this reviewResponded June 27, 2013

Dear Viewbychris,

Thank you very much for taking the time to write a review on our hotel. We are very happy to read that you enjoyed our swimming pool as well as our gym, and our location. However we are sincerely sorry to about your room not being ready upon your return in the afternoon as well as your experience at Olive Tree. We are truly doing our best on a daily basis to insure optimum service and we hope that we will have the pleasure of welcoming you again soon to our newly renovated hotel.

Kind regards,

Philippe Le Bourhis
General Manager

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Reviewed June 11, 2013

I was staying at this hotel for a week. The room we got is quite small, which is not worth the price. There's a bigger room at the nearby hotel for the same price but the hotel was fully booked. In terms of location, it's perfect. Plaza Indonesia and Grand Indonesia are just across the bridge. There's no need to use taxis if you're planning to wander around at the Thamrin area. In terms of cleanliness, i find the hotel to be quite hygine and the room service is just nice. We once ordered for food by the room service, the food and service were wonderful. We didn't wait for too long.

However, there were problems when we checked out. We ordered for taxi to the airport the day before but the taxi was not available saying it's not in the system. The only taxi is the normal, small one which wouldn't fit our luggages. They were saying we didn't mention the specific car we wanted, sure it's our mistake but then they never asked to double check. 30 mins later, they provided us with an Alphard van from the Mandarin Oriental hotel with a special price! It's their way to compensate. Good thing that we made it to the airport on time.

Oh, the bellboy was not available on that day. we called twice! we waited for so long that we decided to bring our luggages to the ground floor by ourselves. Bad service for the bellboy.

It's not something we would expect from a 5 stars hotel.

  • Stayed: June 2013
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2  Thank Wanderluster12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bulan B, Quality & Attitude Manager at Pullman Jakarta Indonesia, responded to this reviewResponded June 18, 2013

Dear Wanderluster12,
First of all, thank you for taking the time to write a review on our hotel. Thank you as well for your compliments on our location, housekeeping and our food. However, please accept our apologies in regards to the inconvenience caused by the taxi booking. We are very sorry that a miscommunication occurred and would like to assure you that we do our best to satisfy our guests’ choices and schedules. Furthermore, we will look into what happened with the bellboy and make sure that this incident doesn’t happen again. He hope to have the pleasure of welcoming you again soon,
Kind regards,

Philippe Le Bourhis
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Pullman Jakarta Indonesia

Address: Jl. MH Thamrin 59, Jakarta 10350, Indonesia
Phone Number:
Location: Indonesia > Java > Jakarta > Menteng
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #23 of 464 Hotels in Jakarta
Price Range: $108 - $189 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Pullman Jakarta Indonesia 5*
Number of rooms: 427
Official Description (provided by the hotel):
Located in the center of Jakarta's business and leisure district, Pullman Jakarta Indonesia is within walking distance of Plaza Indonesia and Grand Indonesia shopping centers. The five star hotel offers 427 upscale business and leisure accommodations with an elegant and warm ambiance. We offer a wide variety of Asian, European and Japanese cuisine while specializing in meetings and corporate functions. ... more   less 
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