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“Good hotel but service needs improvement”

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JW Marriott Hotel Medan
Ranked #1 of 72 Hotels in Medan
Certificate of Excellence
Wien
Level 3 Contributor
14 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
“Good hotel but service needs improvement”
Reviewed 29 March 2012

The Marriott is the best hotel in town with a nice lobby and well equipped, clean and spacious room. There is a variety of restaurants available but as in most of the 5star hotels quite expensive to the same quality outside. As a recommendation there is a very good fish and seafood restaurant around the corner, when you leave the hotel go left and pass the road then you find the restaurant on the left side.

  • Stayed February 2012, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank ChipieWien
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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969 reviews from our community

Traveller rating
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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (130)
Date | Rating
  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • Danish first
  • Dutch first
  • English first
  • French first
  • German first
  • Indonesian first
  • Italian first
  • Japanese first
  • Korean first
  • Portuguese first
  • Russian first
  • Any
English first
Kuala Lumpur, Malaysia
Level 2 Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 4 March 2012

I think this is the greatest hotel in Medan. It is nothing to complaint about this hotel, only the its location in Medan has nothing to offer except for the cheap consumer products like electrical appliances and clothing. Not to forget, the beautiful panorama in Lake Toba.

  • Stayed November 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Hafidz M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Surabaya
Level 3 Contributor
3 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 4 March 2012

When we came nobody gave us greetings. Even on the check in desk, we were waiting for about 15 minutes without being noticed. We could check in after we asked the check in officer "can I check in now?" Check in process took long time and not efficient and check in officer seemed to be not properly trained.

And our problem beginning from here, the reception did not give my id card back after the check in process. Realizing she had my id card, she should have called or sent it to my room and for that, she had given me a very serious problem. I went to restricted and conflict areas in Aceh without knowing I didn't have my id card along. No one even remember to give it back when I was checking out.

After returning home, I called to ask for the id card to be sent to me and the reception asked for the shipping cost. I found it very funny that I was asked to pay the shipping cost of the ID card left on the check in desk which was not even my mistake. I said no, I'm not paying the shipping cost, and the guy on the phone promised to send my id card on the next day (I called on Feb. 27). I just received my ID card after 5 days, they use bad courier service that I believe affected to Marriott reputation as well.

This hotel look like two star hotel than five star hotel due to employee performance.

Room Tip: Ask for high floor, you will see awesome sunrise or sunset scenery.
See more room tips
  • Stayed February 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Faisal_UMRY
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
New York City, New York
Level 3 Contributor
17 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed 24 February 2012

Medan is sprawling, polluted, and chaotic, so it was nice to stay in such an elegant hotel. The lobby and room definitely is worthy of five stars, but I found the overall service to be lacking.

Pros
- About 15 minutes from the airport. A taxi voucher is IDR55,000 at the airport desk, which is easily double what you'd pay on the meter. But that's a separate topic about the sad state of Indonesia's airport facilities.
- About 10 minutes from any of the few local sites in Medan.
- Huge lobby area with fast and free wifi.
- Nice selection of pretty good food across several restaurants.
- Heavy security presence upon entry, even if you're a guest. This includes bomb sniffing dogs and metal detectors. Perhaps a bit alarming, but I found this standard across Java as well.
- Beautiful swimming pool, which was always empty.
- Their deluxe room was stunning, with such comfortable beds and an elegant bathroom, complete with rain shower and soaking tub.

Cons
- Service was strangely bipolar. The women at check in seemed sullen and stared at me for a good ten seconds in silence when I told them I was checking in for two days. They only seemed to warm after discovering I'm a Marriott Rewards member from the US. Perhaps the tanned Asian face and backpack threw them off?
- Upon approaching the concierge to locate the ATM and ask for assistance in booking a flight, she actually waved me
off and pointed me to a doorman instead. To his credit, he was able to help with my former request.
- To be fair, the service "behind the scenes" was great and friendly, so it's a shame that both the front desk and concierge were so lacking in training and (frankly) decent manners.
- They advertise wifi access for a fee in rooms, but I wasn't able to get a signal on the 26th floor.

I would recommend this hotel for anyone using Medan as a quick jumping off point to other destinations, but don't expect the level of service you would get at other Marriotts.

  • Stayed February 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank AppleBiter
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jakarta
Level 6 Contributor
142 reviews
62 hotel reviews
common_n_hotel_reviews_1bd8 103 helpful votes
Reviewed 27 January 2012

Despite the kocation that needs one to go around to get to the city central,a reliable taxi is always available
Other than that,they really deliver the quality they boast in their brand

  • Stayed January 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Jhsan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about JW Marriott Hotel Medan

Property: JW Marriott Hotel Medan
Address: Jl. Putri Hijau no. 10, Medan 20111, Indonesia
Region: Indonesia > Sumatra > North Sumatra > Medan
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 72 Hotels in Medan
Price range (per night): ₹ 4,061 - ₹ 5,672
Hotel Class:5 star — JW Marriott Hotel Medan 5*
Number of rooms: 287
Official Description (provided by the hotel):
The JW Marriott Medan is the first International 5-star hotel in Medan, Indonesia. Each of our 287 new guest rooms boast breathtaking views, contemporary furnishings, luxurious bedding, 37" to 42" flat-panel TV and connectivity to plug and play iPods and other personal devices. Relax with a dip in the outdoor infinity swimming pool. Stay fit with a great workout on our new state of the art fitness equipments in our health club, open 24 hours daily. ... more   less 
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