Our family of 6 adults had confirmed booking for 3 rooms and airport-hotel transfers with Amaroossa Hotel. We arrived on 21 March 2013 and after immigration and collecting our luggages, we went out about 10 a.m. to look for an Amaroossa Hotel representative. None could be seen. Nevertheless we waited. After about 15 minutes, we saw a rep from Hilton Hotel and requested his help to call Amaroossa Hotel. We were told that the transport was on the way. After another ONE HOUR, no transport came. I called Amaroossa and again was told that the transport was on the way. At 11.30 a.m. we saw two men in Kagum hotels uniforms. We approached them and asked for their assistance. They called Amaroossa hotel on our behalf and again told that the transport was on the way. But we told them that we had been waiting for 1 hour and 30 mins. By 12 noon, these 2 kind Kagum hotels drivers decided to send us to Amaroossa Hotel. We are indeed grateful to Mr Ade and Mr Andy Irwan. Our anger was cooled by their kind actions.
On arrival at Amaroossa, the Guest Relations Officer, Mr Ilya, met us and apologised for our bad experience. His sincere apology and very friendly demeanour doused whatever anger that remained in our hearts. He took our crticisms with a smiling, humble and apologetic manner.
All of us were impressed by his professional guest relations behaviour.
On the first night, the air-con in one of our rooms was not functioning well. A technician was sent and he tried to fix the problem by pumping gas into the condenser. After less than an hour, the room was warm again. The same technician came and wanted to pump more gas.
We refused and requested for a fan instead. No fan was available, but they sent a portable air-con. It was working well but also very noisy. The next morning we requested for a change of room. By the time we came back to the hotel in the evening, Mr Ilya met us and assured us that the air-con was replaced by a brand new one, the installation of which he personally witnessed.
Again Mr Ilya came to the rescue and we were very grateful for that.
After 4 days, we checked out of the hotel. While waiting for the transfer to the airport, we were told that only 1 vehicle was available for 4 of us, and we needed to take a taxi and pay on our own. We were again annoyed not because we had to pay but the hotel could not keep their promise. Finally we managed to get the free transfer. Although the staff apologised, these hassles were unnecessary and affected our expectations of an enjoyable and pleasang stay in Bandung.
- Official Description (provided by the hotel):
- The Amaroossa Boutique Hotel Bandung Amaroossa Hotel Bandung is a Luxurius boutique hotel that combines modern style with great facilities and services, providing its guests the chance to experience the finest boutique hotel Bandung experience possible. Every facilities and services available in Amaroosa Hotel Bandung are engineered and crafted to give you great value for the money you are spending, and thus if you are looking for the truly definitive hospitality experience, than you should look no further than Amaroossa Hotel Bandung. ... more less
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