Booked 4 rooms 3 months ahead of our stay on 8th August 2013 with request for early check in at 11am which was agreed. Rooms were not ready when we arrived at 12noon and we were easy about it since it was a busy period and decided to go to BCS for shopping and when we were back at 5pm, they were still not available, but when a couple came in without any booking, was given a upgrade to premium room for immediate check in which caused us to blow up. The room has towels and the basic toiletries for 1 guest where our booking were for 2-3 pax per room. When we booked for the van service for 4 hours, they accepted and then later said it was not available and proposed that we took 2 cars at same rate which we agreed, But 1 hour later, it was not available and they proposed we take another van for 20% higher than the original rate per hour but this time we need to take up to 6 hours instead of the 4 hours, which we did not take up after all. We asked the concierge for information on massage since their spa was closed. they proposed us to arrange for masseuse to be send to our room and we agreed on the price and for 7 of us at the agreed timing. we went ahead to the chilling swimming pool and they do not have towels, so we went back to our rooms to bring ours. After half an hour, they announced that the masseuses will be at our room within half an hour, so all of us rush to have a shower and get back to our rooms, another 15 minutes they came to say only 3 were available. we got so tired and fed up that we cancel the service and it was then too late to go back to the swimming pool as it closes at 10pm. This is our first trip to Batam. I am giving the rating as average instead of poor is because the staff were generally polite and I can see they are trying very hard, but the management has to provide training to upgrade the service level.
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