Normally, I am willing to inform the feedback directly to the person incharge. I however think the management should be copied and hope improvements measured are taken even though I will never stay again in this property to be honest.
At first, the overall building was Ok, looks new and personally I like the european style and room design. Room is spacious, however when you look in details you will find dirty everywhere, debris, dust, mouldy. Dirty pool, and bad breakfast experience both food and services.
1. Check in was OK, seamless however all important information about covid protocols, as well hotel facilities and opening hours were not informed. We should find ways ourself about the information, that was fine..
2. Given room 209 as my original booking, (grand deluxe) found in the room a lot of debris and dust. The head board was sooooo dusty am telling you.. and the toilet seat was lose.
We were thinking just to ask the staff to fix it, after we take some rest. But later when I was about taking shower, I found the shower floor was very mouldy and so slippery. As we stay with a child, it is a big NO. I went down to reception, asked for room move. Irfad gave me #236 for showing, unbeliably the room is worse, the same debris and dust, and toilet lose, plus cigarette butts in the balcony!! Back to reception was handled by Jossy who gave me another grand deluxe (i forgot the number) and with the same issue.. how in the world.
I was so desperate when jossy offered me the THIRD room #211 for showing, with the same issue dust and toilet lose.. so hopeless, I just ask them to clean the room for room move. We moved then to 211, after we went for dinner.
3. As for your information, I called the hotel a day before making the booking to ensure that there is kids pool available, because this is the reason why we came here for the kids. However after check in we went to pool and there was private party at the evening so kid could not swim :( and the pool is dirty by the way.. milky water, eww..
4. Breakfast at the restaurant was adding up our disappointment to the max.
Sat to our table, no one came to offer coffee or tea or such, as normally star hotels do. I went to find coffee myself and found only black coffee in Urn. Asked a staff (a trainee) who was having meals behind the counter, if I can have latte instead, the answer was simply No, only black coffee.. and she turns back continues the meals while I was still standing there, speechless and am sorry for her.. I asked another staff who seems to be the senior waitress, the answer was coffee machine is broken. Fine.
The buffet was not appealing, lots of flies everywhere, the chicken of soto ayam was packed by ants, hot items food were cold such as sambal goreng, opor ayam, ayam tongseng and many more. I ended up ordering only white omelette from the kitchen.
We sat on one table to find the table was broken and the food the put on it were almost fall down. I told a staff (another trainee) and we move to another table. But no action was taken to the table, and another couple guest sat later on the broken table.. and no staff seems put care on the situation. We told the couple about the table just to avoid unnecessary things happen, they move to another table and no staff was notice again on this.. my God. Not to mention about the clear ups. The seniors were just chit chating at the corner, 3 of them. While trainees do all the job unsupervised and lack of training. Come on.. its only 2-3 occupied tables in the restaurant and service was extremely bad.
The hotel building itself is great tho, a lot of open spaces for kids.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC