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“Terrible, just terrible”

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The Grand Palace Hotel Malang
Ranked #40 of 60 Hotels in Malang
Reviewed July 22, 2012

Stayed there for 1 night for 2 rooms after viewing their rooms on their website. Let me describe it in a simple way:

Pos:
1. the garden
2. Friendly staff

Neg:
1. As soon as we entered the rooms, the smell was so strong. At first we could not tell what it was. But then the smell in the 2nd room was unacceptable, smoke! We had to move
2. The locks in both bathroom do not work. Instead of fixing them which may cost more, they just put an additional lock you can find in public restrooms
3. Both bedsheets are DIRTY. You can see that at the first sight. It's obvious that they do NOT change the sheets for a loooong time, because they almost look black! Not only that, both bed sheets have unwashed STAINS in several spots.
4. The same (or even worse) issue with BOTH bed covers. I threw them right away to the floor. Completely disgusting!
5. They put 2 small mineral bottled water in each room. But none of them was sealed.
6. The bathrooms STINK and dirty, too
7. The towels have changed color, too. From white to.. you know
8. All of the pillow cases look black also. Amazing, don't they?? When I looked inside, my pillow was COMPLETELY STAINED with brown color. It's like you tossed it to the mud and they just dried it. Exactly like that! I had to bring it to the room boy and complained to the front office. We paid IDR 450,000/room for this kind of hotel????? They gave me 2 new pillows, but I didn't use them. Luckily we had enough pillows in the car since we're from out of town.
9. For some interestingly unknown reasons, they put 1 single matchstick in each cup in the bed rooms. Did they expect the guest to drink the water with it in the cup?
10. Breakfast was supposed to be a buffet. But the front desk said that if the situation allowed (meaning: enough guests), then yes.. we would have a buffet. Turned out there was not buffet and none of the food/juices/snacks was nice. Not even the simple/standard fried rice!
11. The staff decided to talk and joke so loudly after 11 pm just in front of my room.

We will NEVER come back. No discount whatsoever after such terrible services!

Room Tip: Good luck in finding an acceptable room
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  • Stayed: July 2012, traveled with family
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7  Thank mypreciouskids
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BusDev M, Manager at The Grand Palace Hotel Malang, responded to this reviewResponded August 10, 2012

Dear Guest,
Thank you very much for having spent some time with us at Grand Palace Hotel Malang.
We also thank you for your inputs mentioned above,We do apologies and we have taken care of them immediately to make sure that everything goes to perfection.

We have identified the smell was from the wash basin have fixed them immediately. About the lock , we have replace all the bathroom lock with the simple lock system to avoid any problem.

You may also be interested to learn that this month we have started a full refurbishment of our linen, including towels, duvet, and brand new pillows for our rooms.
Normally match stick is not supposed to be in the cup, we are sorry if our staff missed in replacing clean cup. A
And since we have a new Chef, we are trying to arrange buffet breakfast everyday for the Hotel guest.
The grand program to retrain all of staffs and remind them about the standard service is on going to make sure that everything goes to perfection.
Once again please accept my apologies and we are looking forward to seeing you again at the Grand Palace Hotel Malang.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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17 - 23 of 50 reviews

Reviewed June 27, 2012

The lobby, the garden and the rooms have a grand faux classical appearance; the breakfast was good, the internet connection was excellent. It is in a central location, very close to what is known as kampung Arab 'Arab village,' and there are some interesting restaurants nearby. Easy walk to the alun-alun. The staff is amazingly clueless and poorly trained. I was promised a van to take me to Surabaya's Gubeng Station, which I ordered 3 days in advance. I checked again the day before to confirm and was told everything was all arranged, and the company was very good and reliable, not to worry. Turned out nothing had been done. I checked on the planned day of my departure and they hastily arranged a van which never showed up, then called another which also failed to show on time and .... long story short ... I missed my train. The staff didn't seem to think this was in any way their responsibility.

  • Stayed: June 2012, traveled solo
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2  Thank Jokeli
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BusDev M, Manager at The Grand Palace Hotel Malang, responded to this reviewResponded August 10, 2012

Dear Jokely,
Thank you for your feed back regarding our hotel, I am certainly disappointed that you missed your train.
On behalf of the Management I do apologize for this miss arranged, I will be sure to raise your experience with our entire service team as a training exercise.
Very pleased that you were enjoyed our hotel breakfast, internet connection and our neighborhood.
We are now only working with the committed Transport company in handling our guest request, and make sure the driver also well trained and understand English.
Again please do accept my apologies and hope that the remainder of your trip to Malang was most enjoyable.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed June 29, 2010

incompetent stafs...offered more to rob customer while asked room still available, information on car rental given 70% higher than the actual price...

  • Stayed: June 2010, traveled with family
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3  Thank Bukitraya
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed April 14, 2010

well i was looking for a Room they had Rooms but only offered Presidente suite
well The room is not half as good as my home so i wonder what President is taking it..
but thats not the question
on the Day they they wanted to offer me the room because they was maybe fully booked
well had this in other countrys as well but.you send a Local and suddenly a room was available well so i asked for a fair price for the day and would move to a other Room next day well the managfer laughed like is he was on drugs.. and i toled him its not funny..
instead of seeing the 5 mio rupiah for the rest of days i spend in Malang he maid no exabtable offer so i left and went to Hotel Ollino Garden Prices was cheaper and the Hotel is brand New so i had the better offer and saved alot...well some think we Foreigners are all Stupid.. if i would be the owner i kick Manager like this.
Jörg Feix
i wrote to the Hotel on there Webside and even here no Answer- what a funny irrisponsable Manager.

  • Stayed: April 2010, traveled as a couple
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Thank buggerking
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BusDev M, Owner at The Grand Palace Hotel Malang, responded to this reviewResponded August 10, 2012

Dear Buggerking,
Thank you for taking the time to provide your feed back. I am certainly disappointed that your stay was not all that it could have been.
I would like to apologize on behalf of the hotel management for your stay, and for taking long time to response your feedback, since we have just assigned some one to take care, which no one was aware of this.
Based on our record, it was a really tide occupancy in our hotel, only President Suite room was available, the other room was booked definitely. That’s why front desk was not offer the lower level room, when local guest arrived was part of the group whose definitely booked the room for conference.

We do agree that Management should take this seriously, and we also programming a lots of training program including English class to increase the standard of service specially to the foreigners.
It would be pleasure to welcome you again after all the programs completed this month, so you could experience the hotel as it was meant to be.
Once again please do accept my apologies and hope to welcome you again in your next trip to malang

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Reviewed January 12, 2010

We did spend two nights at Grand Palace malang and are fully satisfied.
The location is central, a few steps from Malang's Alun Alun and the main malls. If tired to walk, a beciak will bring you anywehere central for a few thousands rupee.
The hotel looks like a wonderful colonial house, with old paintings, gorgeous furnitures and marbles in common rooms and internal garden with fountain. Guest rooms are basic but have all the needs and are perfectly clean. The room's door are also the room's windows and rooms are a bit dark; tents provide the necessary privacy.
Make sure you get a room far from the karaoke bar.
Breakfast is great, buffet style and the staff is very kind and professional. A place to recommend for your staying in Malang, considering the excellent quality/cost rate.

  • Stayed: January 2010, traveled as a couple
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1  Thank Nicomaci
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 8, 2010

Stay in the middle of Malang for convenience to market and shops. The staff at this hotel provide the highest standards of any Indonesian hotel.
I am still processing the images from my trip so I will upload to my page later: www.barryacott.com/library.html

  • Stayed: October 2009, traveled solo
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1  Thank bazil10
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BusDev M, Manager at The Grand Palace Hotel Malang, responded to this reviewResponded August 10, 2012

Dear Bazil10,
Thank you for staying with us, We all trying to keep the staff provide high standard as the guest expectation, and hope to welcome you again…
I do hope that your trip to Malang was most enjoyable

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 3 days ago
Google Translation

Room Tip: Ambil room tipe deluxe biar lebih nyaman
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  • Stayed: February 2018, traveled with friends
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Thank Rudighoei
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about The Grand Palace Hotel Malang

Address: Jl. Ade Irma Suryani 23, Malang 65117, Indonesia
Location: Indonesia > Java > East Java > Malang
Amenities:
Bar / Lounge Business Center with Internet Access Free Breakfast Free High Speed Internet ( WiFi ) Restaurant Room Service Spa
Hotel Style:
Ranked #40 of 60 Hotels in Malang
Price Range: $21 - $36 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — The Grand Palace Hotel Malang 3*
Number of rooms: 57
Official Description (provided by the hotel):
An Executive classic hotel combined with eastern and western atmosphere style it is located in the heart of Malang Town, East java IndonesiaConsist of 57 rooms, superior, deluxe, Executive and Presidental Suite, with LCD TC and Free WIFI.Fully equipped with 3 meeting rooms and The Traditional Spa. ... more   less 
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