The Worst Experience Ever
31/12/2018 tantemotret, Surabaya, Indonesia
I book my stay to this hotel for 30 Dec in and 30 Dec out. To reach the recepcionist desk need about more than 15 minutes with few line up. And when we arrive there they said the room wasn’t ready yet... more
I book my stay to this hotel for 30 Dec in and 30 Dec out. To reach the recepcionist desk need about more than 15 minutes with few line up. And when we arrive there they said the room wasn’t ready yet and they even not sure at 3 pm the room ready for us, while actually the check in time should be at 2pm. We decide to had sightseeing while waiting the room is ready (we book suite room), and got phone call from hotel said the room is ready it was about almost 4pm. Can you imagine if we decide staying at the hotel waiting for check in, we must wait almost 2 hours then.
And when I’m about to get my key card on recepsionist desk I must wait for 30 minutes to line up while actually only 2 people in fron of me, but one person check in for 5 rooms, 8 rooms, what a wasting time to get my key only must spend 30 minutes waiting.
And when I arrive at recepcionist desk and just taking my key, one woman cut my line and the recepcionist allowed, she said she just need a minute to give that woman her other 3 key rooms while actually it took more than 10 minutes I must waiting for someone whi cut my line, what a treatment from the hotel.
And finally I get my room key card, to get my turn to enter the elevator need about 15 minutes to get my turn since the guests to go up quite massive. And when in elevator, almost in every floor the elevator stop, while my room is in 21st floor.
When I about to enter my room, the aisle so much noisy with the guest nearby my room and also got harashment from the guests from room maybe 2102 or 2104 not so sure but the bunch of young boys in that room harrash me with sexually, with their words while the bell boy who bring my lugage heard that he just silent so I must defend my self.
And the worst from all, my room smell so bad, smell humid and sour, and the mineral water that should be for guest complimentary one of them (we got 2) seems used already and it 1/4 seems has been used by someone.
Because of that inconvinient I decide not staying in that room and found other place to stay, rather I feel uncomfort with the service and the crowd. less
BestWesternSoloBaru, General Manager at Best Western Premier Solo Baru, responded to this review
Dear Respected Tantemotret
Warmest Greetings from Best Western Premier Solo Baru
Thank you for taking your precious time sharing your feedback with us via TripAdvisor.
We are sorry to hear about your experience. We will share your comments about the service provided to our Front Office team to ensure that this was an isolated incident.
The feedback you have given will go a long way in ensuring we continuously provide great service standards for all our guests.
We do hope you give up another opportunity to serve you once more. Have a nice day.