1/5 Adrian Aven P. 10 months ago on Google
The
service
at
the
front
desk
was
very
disappointing.
On
June
21,
I
returned
to
the
hotel
after
returning
from
a
business
trip
in
Bengkulu.
I
informed
the
receptionist
on
duty
at
6:00
pm
that
my
room
key
(guest
key
card)
had
been
lost,
possibly
dropped
on
the
street,
so
I
would
need
a
duplicate
key
to
open
my
room.
The
receptionist
immediately
said
that
if
the
key
is
lost,
there
is
a
penalty
of
IDR
50,000.
This
is
the
first
time
in
my
history
in
a
hotel
that
a
fee
is
charged
for
losing
a
key
card
when
you
want
to
request
a
duplicate
key
card.
For
me,
paying
IDR
50,000
is
not
an
issue,
however
is
it
noted
at
check-in
or
on
the
key
card
that
there
is
a
loss
fee
for
a
lost
key?
Informing
guests
in
advance
is
very
important,
especially
since
Amaris
is
part
of
a
group
of
Santika
hotels
where
I
believe
hospitality
/
customer
focus
is
a
top
priority
to
increase
the
comfort
of
guests
during
their
stay.
This
male
reception
with
astonished
face,
still
doesn't
want
to
give
out
the
new
key,
instead
he
says
please
contact
the
reception
every
time
you
want
to
open
the
room
door.
And
the
electronic
system
in
the
room
is
turned
on
manually,
you
don't
need
to
use
a
room
key,
so
for
me
it's
strange.
The
hotel
is
willing
to
turn
on
the
power
system
without
power
saving
mode,
instead
of
giving
a
new
key
to
the
guests
to
spend
IDR
50,000
to
the
guests,
which
would
probably
be
more
expensive
without
power
saving
mode.
I
tried
again
to
ask
the
reception
for
a
new
key,
but
the
reception
didn't
budge,
didn't
even
show
empathy
or
apologize
for
the
inconvenience.
I
asked
to
call
the
Duty
Manager/FOM,
however
he
told
me
they
were
gone
and
went
home.
I
hope
management
seriously
evaluates
this
process
that
puts
the
guest
experience
first
and
not
the
ego
of
a
receptionist
who
has
absolutely
no
sense
of
hospitality.
Definitely,
this
is
the
first
and
last
to
stay
in
this
hotel!
No
return
to
this
hotel
with
lack
of
service.
1 person found this review helpful 👍
