This is the 2nd time we stayed in this hotel. Brought a group of 20 on a Company trip in June and like the central location & convenient shopping mall linked to hotel. Decided to book this hotel again last week, this time with my family. We prepaid for 2 deluxe rooms thru the travel agent. Specifically made the following requests: 1) connecting rooms or room next to each other 2) non smoking 3) twin sharing beds. As we decided to visit our friends first, so made a call to inform hotel that we will be checking in late. To our dismay, on check in we were informed that our 2 rooms will be on separate floors. Eventually, we were given rooms on same floor but very far apart in 2 different directions. When the lift door opened, we were greeted by a strong cigaratte smell and the smell got worse in the hotel room. Both rooms came with a big bed and we have 2 teenagers (different gender) with us. After much exchanges with the front office, we were informed that only standard rooms has twin sharing beds. We decided to downgrade to standard rooms and most importantly, non smoking rooms too! However, we were still given rooms that were far apart. Then came the next problem, since we've prepaid for a deluxe room, we requested hotel to issue us a letter confirming the change to standard rooms so we could get a pro-rate refund from the travel agent. This was turn down. My husband insisted on speaking to the manager and eventually, we were given the letter. Overall, we were disappointed with the service standard of the hotel. Since our rooms were booked and prepaid, we would expect that the rooms were alloted and reserved in advance. We suspect that the better choice rooms were given for guests who checked in earlier. Btw, sound proof for standard rooms are poor as I could hear the sound of water from shower coming from the next room early in the morning. I supposed with this experience, this should be the last time we would stay in this hotel despite the good & convenient location.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
21 November 2011
Dear Carenish,
Thank you for your recent "second" stay at Hotel Ciputra Jakarta, i am please to hear that you found the hotel to be in a good and convenient location.
I do apologize that you felt the hotel "ignored all requests" however I do feel that this is not entirely correct. I would like to take this opportunity to correct some parts of your review. Hotel Ciputra Jakarta does not have Standard Room categories, our room categories are as follows;
Deluxe Rooms (204 Rms ) & Superior Deluxe (24 Rms)
Grand Deluxe (34 Rms) and Grand Superior Deluxe Rooms (4 Rms)
Executive Club Rooms (59 Rms), Suites (6 Rms) & Cabana (2 Rms)
As you mentioned that you had booked via a Travel Agent they sold you 2 Superior Deluxe Room, These rooms types which we have only 24 rooms are unfortunately 1/ Not interconnecting, 2/ nor do they have a twin bed? 3/ nor are they side by side. It is unfortunate that the travel agent did not inform you of this. The hotel could not deliver or fulfill your request not because of any ill intentions but because it was never possible. We did however fulfill all your request including a letter on your arrival and asking to the hotel.
When Hotel Ciputra Jakarta receives information on special requests for guests eg, non smoking floor, pool view, high floor, away from guest lift, interconnecting, etc etc, we always note the guests requests but in all correspondence whether it is to a guest direct booking or via a corporate account or a third party travel agent it is "noted" but we also always reply to the booking source "subject to availability".
Due to the extremely high occupancy during your stay with us avg 97% Occupancy it was challenging to meet all our guests requests during that period.
I hope that the above clarifies some points and that you would re-consider and stay a third time with us at Hotel Ciputra Jakarta. Yours sincerely, Darren Earle, General Manager, Hotel Ciputra Jakarta.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC