Grand Hyatt Jakarta

Discussion in 'Hyatt | Gold Passport' started by cennas, Jul 27, 2011.  |  Print Topic

  1. cennas
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    cennas Gold Member

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    I had the worst stay ever in a Hyatt at this property this past weekend.

    Obviously the staff hadn't given much attention to my reservation, which was proven by so many things that were wrong when I arrived. I booked a non-smoking room but was assigned a smoking room. I also had requested a room facing the stunning roundabout to the front of the hotel, but was assigned a room with no view towards the back of the hotel. There was also no Diamond amenity inside the room on arrival and I had to follow up to receive it.

    The hotel clearly has major service issues with its employees:

    - Check-in staff in the Grand Club was very perfunctory, no small touches like thanking me for being a Diamond or explaining the lounge hours, etc. This was my first stay at this property after all.

    - Lounge attendants never offered coffee or any other drinks when we entered the lounge for breakfast and it was extremely difficult to get anyone's attention for the first cup, let alone a second one. The staff were polite but seemed to be very clueless and naturally inattentive, orders were messed up and plates took very long time to be cleared. The lounge was fairly busy during breakfast hours, but I didn't think it was understaffed.

    - When we went inside the lounge outside service hours, there was a lone attendant manning the lounge, although there wasn't any smile or greetings, let alone being escorted to a table and offered drinks.

    - We were continued to be ignored during happy hours. All of the staff did not acknowledge our presence and yet they offered drinks to certain guests who were clearly regulars or long stayers. They would fuss over these guests and basically ignored other guests that they didn't know well.

    - The female members of the staff were also displaying behaviors that were utterly unprofessional and downright inappropriate: gossiping, chattering loudly, letting out uncontrollable giggles, and other sort of behaviors that one would expect to see in a seedy bar where Asian ladies are preying on older Caucasian gents. Perhaps they had other motives in mind?

    - I asked to speak to a manager and only then the service marginally improved. A guy came and turned out he was the Assistant Director of F&B, not one that I was looking to speak to, so the Assistant Manager of Front Office came. The F&B guy tried to offer us a free dinner, which I declined. When returning to my room later that evening, the Assistant Manager guy had sent up a fruit plate along with a note that dismissed the evening's incidents as a mere "inconvenience" for me. He must have been out of his mind if he thought what had happened could be rectified by a cheap fruit plate.

    - We went down to the lounge for breakfast the following morning and found that service had not improved. Different staff at the lounge this time and not a skanky bunch like the previous evening's, but still pretty much clueless.

    - We checked-out earlier than planned and was waiting for our car to be delivered. It took forever so we went inside to the lobby again as it was sweltering hot outside. A few minutes later, I watched in horror as our bags were loaded into a car that wasn't ours. It turned out the valet parking attendant had taken the wrong car! Unbelieavable!

    So in the end my stay was a failure on all accounts. From the lack of service and recognition throughout my stay, to the errors made by the staff, I was truly appalled that such a poor level of service could ever happen at a Grand Hyatt. The staff was simply bringing the Hyatt brand into disrepute and this hotel's management should rightfully be ashamed of themselves for allowing this to happen at their property.

    The Director of Rooms did personally meet me after I wrote an email to Hyatt Consumer Affairs and he comped my stay, although it did very little to erase the bitterness that the stay had caused. The GM also sent an email and wished to have a conversation with me, but as I had left the city and was not keen on a phone conversation, it didn't happen. Also I didn't think he could offer an explanation of why what happened was allowed to happen, the one thing that I was actually looking for. Anyway, he said that he had already contacted the GMs of Bali Hyatt and GH Bali where I am due in 2 weeks' time and had asked them to treat me as a top VIP, so we'll see...
     
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  2. Jaimito Cartero
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    Jaimito Cartero Silver Member

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    I was here last week on a one night point stay. 5k is much better than the $200++ they want these days.

    I stayed here almost 3 weeks in December, and probably a few additional weeks over the last couple of years. Service is almost always good, but it's not a fawning over type service.

    I've never seen what I would describe as giggling skanks here. Always have gotten the fruit bowl and box of chocolates. They are quite pleasant to me and my SO. Looking at the traffic circle is not normally much of a bonus. If it was important, I certainly would made sure to verify it when checking in.

    I think your comments on the female staff are certainly a bit over the top. They are all professional in all dealings, and certainly not looking to pick up older white gentlemen. In my 8 years of traveling to Indonesia, I have found that the attitudes given to me often reflect how friendly I am to them.
     
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  3. cennas
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    cennas Gold Member

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    YMMV, I described what I experienced. To be fair, the giggling skanks comment was maybe a bit over the top, but their behaviors were nonetheless inappropriate and unprofessional. Something that you would not expect to see in a supposedly refined Grand Club. Again, to be fair, it was just the group of female staff that was working the lounge on Saturday evening, 7/23. The rest of the staff were fine, although clearly most had service issues.

    I am always polite and friendly to staff at each hotel where I stay. I'm not a demanding guest, but to be completely ignored while the staff blatantly showing favoritism to guests that they like is completely unacceptable. Again, this mostly happened on the Saturday evening. The lounge attendants on Saturday and Sunday mornings were fine in this regard.

    The Director of Rooms has just been in the team for 2 months and he told me what I feedback confirmed what he had been suspecting all along. He also mentioned a new manager will be joining by the end of next month to re-train staff and further improve their service. I didn't probe further, but clearly they knew about these service issues.
     
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  4. uggboy
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    uggboy Gold Member

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    To TOP ALL THIS.....the Grand Hyatt Jakarta goes up from a Cat 1 property to a Cat 2 property!;)
     
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  5. Jaimito Cartero
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    Jaimito Cartero Silver Member

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    This is not good, of course.

    I'm not sure if the market in Jakarta has gotten so strong, but the rack rate here has gone up tremendously this year. I used to have a Corp rate under $100+, and now about double. Sad to see this increase, certainly.

    The rate at the IC is still under $100, but no longer includes breakfast and silver bird svc from the airport.
     
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  6. uggboy
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    uggboy Gold Member

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    Reading and hearing lately about the booming economy of Indonesia and the growing middle class who travels, actually I am not too surprised by this increase, but of course, this is not good news because it is getting expensive! But on the other side Indonesia fights inflation at the moment and yes, in a growing country, the demand for travel and hotels will eventually grow, from both ways, a business and leisure perspective! I think the IC and other large chains who count for something will also go up in the future! Hopefully in a sustainable format!;)
     
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  7. cennas
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    cennas Gold Member

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    I was probably too harsh in my OP but this hotel does have some positives:

    - The lobby is very grand, and smells like lemongrass and ginger, very unique.
    - The pool is very nice. It is forgivable to think that you were in Bali instead of in the center of Jakarta's concrete jungle.
    - The room is very spacious, 530 sq ft, and it is nicely done. I daresay the standard room is much better looking than a similar room in GH SIN, BKK, or HKG.
    - The lounge is very beautiful. I was told that it was recently renovated (2010, if I'm not wrong). It looks and feels very similar to the GH SIN lounge (front tower), although it has more natural light and the colors used were much brighter and happier.
    - The evening happy hour's selection was quite extensive. Not in the same league as GH HK or BKK, but definitely much better than GH SIN.
    - The Bubur Ayam (Chicken Porridge) that was served during breakfast hours in the lounge, was fantastic. It was street food that actually tasted like it came from the street.

    Shame though, that the hotel hasn't got the software to match the very good hardware.
     
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  8. uggboy
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    uggboy Gold Member

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    Thanks for many more infos // positive experiences too about the Grand Hyatt Jarkarta!:)
     
  9. Jaimito Cartero
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    Jaimito Cartero Silver Member

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    I actually prefer the Bali Hyatt lounge for their hot made to order appetizers they make up. However, for Jakarta, I prefer them over the IC most of the time.

    The pool, cabanas and garden area are quite nice. Especially nice, since they are normally near empty! At $100++ a night, I loved staying here during promos. The 5k per night was a good deal, even today you can still book NYE here, where the cheapest room is $400++, for 5k points.When I checked last week, you could still book it on points. Amazing.

    The staff is very good, for me at least. In December, my GF got sick, and they had the on-site nurse come up to the room at 3am in the morning to check her out. I don't think they charged for the nurse at all, and maybe 100k IDR ($11) for some medicine. For the rest of the stay, the staff would ask if she was feeling better.

    The lounge was completed at the end of 2010. I know for our early December stays they used Penthouse suites as the lounge. I think the redone lounge was opened around December 20th. Much nicer than it used to be. And they seem to have excellent ventilation on their smoking room, as I've never had any crossover smell when sitting in the general area. Not like the GH BKK, where I'd often get a smokey smell in half the club.
     
  10. Jaimito Cartero
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    Jaimito Cartero Silver Member

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    Well some increases at the IC have been stealth-like. The price hasn't increased, but they no longer give a free breakfast in my rate, or one way Silverbird transfer from the airport. Depending on the stay, this amounts to a $18-$35 increase per day. At least being an RA, I get the lounge access and the breakfast they serve there, which is okay.

    The breakfast at the IC is actually my favorite at all the hotels I've been at in Jakarta. Better than the Le Merdian, GH, etc. The club breakfast is decent, but the Java restaurant is my favorite for breakfast.

    I think at a rack rate of $260++ ($315ai) per night or the discounted Costco rate $234 ($283ai) is a bit unsustainable. They do market themselves as the best business hotel in Jakarta, but I think it a bit much. And not to be too negative, there is always the chance of a bombing of some sort at any of the larger western hotels. Nothing lately, but as a long time visitor to Jakarta, I can tell you that it's in the back of my head.
     
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  11. cennas
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    cennas Gold Member

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    My GF and I were actually thinking of spending the NYE here (on points). But, after our below-par stay last weekend looks like it will be BKK that gets our business.

    This hotel is fine, it was just unfortunate that everything went wrong during our stay.
     
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  12. theskyflyer
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    theskyflyer Silver Member

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    I stayed about 10 times here in the past 2 years. Main reason is its location, with its direct connection to Plaza Indonesia and the 5K award redemption. Out of the 10 stays, I have only once or twice received a welcome letter as DIA in the room and a welcome amenity (fruit plate). One time I got one box of chocolate after teasing one of the attendants who was carrying boxes of them to be delivered. (And sadly they were not very good chocolates).

    Service has always been OK for me. They're all polite, but maybe not the most polished. My biggest pet peeve is the greetings at the Lounge. With all smiles, the attendant would say 'Hello' and the next question is 'What's your room number?' Why can't it be 'Let me show you to your table' and THEN, ask me for my room number (or better yet, don't ask for room number anymore since if my key card allows me access to the Lounge, that means I have the right to be there).
     
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  13. lwkatya

    lwkatya Silver Member

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    I stayed here last week and it was a rather disappointing experience.

    I am Indonesian and Jakarta is my hometown although I've lived abroad for the better part of the last 15 years. The main complaint that I have is that the staff very clearly favored foreigners over their local guests. I was very often ignored in the lounge and could very clearly see the difference in service level provided to foreigners.

    On my last night, there was a manager visiting the lounge so I told him about the issue. My intention was not to complain but rather to offer my candid feedback. He admitted that the staff might have preference towards foreigners as these guests are perceived to be more appreciative towards good service rather than Indonesians who are usually more demanding. Granted it is somewhat true, but I just don't think you can put all Indonesians in the same box like that. When I stay in hotels, I am always polite and friendly to all staff, treat them with respect, always say "please" and "thank you" and yet the staff at this hotel still treated me differently just because I was Indonesian.

    I've stayed at all the other Hyatt properties in Indonesia and never had I had this kind of experience. For example, the staff at the HR Yogyakarta was always fabulous and accommodating, while last year at the GH Bali I didn't feel I was treated any differently than others even though seeming we were the only Indonesians in the lounge.

    Furthermore, the staff at the lounge clearly wasn't the most polished and certainly wasn't the cleverest bunch. Surprising given this is a major hotel in a major city. Some examples:

    - I asked for a top up of the Sauvignon Blanc I was having, the staff asked whether it was red or white :confused:

    - A couple of friends were joining me for breakfast in the lounge. The staff said they would be charged based on how much they took from the buffet. Our question of how they were going to keep track how much food we took was met with a blank stare. Later on the staff returned with a price after we saw him checking with the ladies at the reception desk :confused:

    - When the staff brought us the check for the breakfast, the charge was only for 1 person. When we pointed this out, we received another blank stare. After a long pause, he asked me to just sign the check. Clearly, getting a correct check is too much hard work for him.

    While there are other (some very) good aspects of the hotel, overall this was a very disappointing stay. It also saddens me to experience first hand that the service in my hometown Hyatt is very mediocre and we still have a very long way to go to even be in a level near SIN, BKK and our other neighbors.
     
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  14. cennas
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    cennas Gold Member

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    After a not-so-good first experience at the hotel, I vowed never to return to this property again. However, as my gf needed to be in Jakarta immediately after New Year's Day and the 5K points per night was a deal that was simply too good to pass up, I had to swallow my words and booked the hotel for NYE just before the latest round of devaluation kicked in.

    The hotel was fully booked for the NYE with a lot of locals spending the night there to celebrate, so it was very crowded everywhere including at the Club. During check-in, both the Front Office Manager and the Director of Rooms came out to greet us. I was not upgraded but was given a room overlooking the stunning traffic circle in front of the hotel as requested. A welcome letter from the GM and another letter explaining the Club benefits were waiting in the room, along with Diamond amenities: a fruit platter, a box of 9 chocolates, a glass jar of cookies, and a bottle of champagne. A few minutes after I got into the room, a Guest Services officer called to make sure everything was ok.

    Club staff was hit or miss and service was definitely spotty . There were 3 male staff who were very friendly and tried really hard to please, but others lacked a can-do attitude and the willingness to go more than what is required. But overall, service was markedly improved compared to my first stay, but still a long way to go from the likes of GH HKG or BKK.

    Overall it was a nice stay. It was obvious that they had put in a lot of effort to show that they could do much better. Although, not quite there yet, I hope they keep it up. Also I thought the 5K points per night was a really good deal, considering the rate for the NYE was upwards of USD 400.

    Some photos:

    IMG-20111231-00964.jpg

    IMG-20111231-00976.jpg

    IMG-20111231-00971.jpg

    IMG-20111231-00986.jpg
     
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  15. mikew99
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    mikew99 Silver Member

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    I stayed at the GH Jakarta over this past Christmas. A few differences from my stay:

    (1) As a Diamond, I didn't get any special greeting on check-in.
    (2) I got a nice north-facing view, but I would have preferred a view of the fountain.
    (3) I received the box of chocolates, but not the jar of cookies nor the bottle of champagne.
    (4) I originally booked at 5K points per night, but I later changed my dates of stay (to include a side trip to Bandung), and Hyatt rebooked me at 8K points per night instead.

    So it sounds like you did well for your stay! I didn't receive any room upgrade, either, but I found the standard room to be quite large.
     
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  16. Jaimito Cartero
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    Jaimito Cartero Silver Member

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    I booked NYE a year ago, seeing the good value it was. Arrived one day earlier to relax a bit. Nothing out of the ordinary in the way of diamond amenities. Chocolate and fruit. I think you only get champagne and the special greeting if you've complained. :)

    I had booked a second room for NYE for relatives. Hadn't thought to order a rollaway bed at the time. When I asked, there were none available. Finally managed an extra twin bed on the floor.

    Had problems in the lounge with some kids misbehaving. One in particular running 50 meter sprints barefoot a dozen times. Staff seemed reluctant to do anything about it. I'd be mighty pissed if I had paid $600 for a club room/access
    and had to put up with it.

    The cookies were for NYE only. Had an interesting faux Gaga performance on the stairs in the evening. Plus the nice fireworks out in front of the hotel. Breakfast was in the restaurant for New Years day.

    LAN Internet not working in second room. They couldn't seem to fix it, either. Otherwise a decent stay. No problem with 4pm checkout.
     
  17. Jaimito Cartero
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    Jaimito Cartero Silver Member

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    The fountain view is noisier, so they mostly give other views to elites, unless requested otherwise.

    Changes to award levels mean any rebookings are at the new rate. Pretty standard, these days.
     
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  18. theskyflyer
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    theskyflyer Silver Member

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    I typically request room not facing the water fountain. I agree it's noisier facing the fountain.

    Champagne is definitely a gift when you complain ;) Over a dozen stays last year, never once was I acknowledged as a Diamond member at check-in and only 2 or 3 times received a welcome letter and fruit plate. Oh, there was one 2-night stay I had. Upon check-in there was a fruit plate waiting. I did not touch any. On 2nd day after service, the fruit plate was removed and replaced with a plate of 3 apples.

    I look forward to the opening of KERATON, a brand new SPG hotel, in the next few months. I think I need a break from GH.
     
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  19. cennas
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    cennas Gold Member

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    When was your last stay? YMMV, but when I spoke to one of the Club Concierges, she mentioned that welcome letter, the box of chocolates, and fruit plate are now standard for Diamonds.

    Interestingly the KERATON is located in the same complex as the GH. Hopefully it will force GH to raise its game.
     
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  20. theskyflyer
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    theskyflyer Silver Member

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    I was there last in November -- and IIRC, there was no fruit plate on last stay and there was DEFINITELY no box of chocolate.

    Will be in Jakarta again in a few days, but decided to stay at Mulia.
     
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  21. lwkatya

    lwkatya Silver Member

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    Also stayed here just after Christmas on points. Front Desk Manager came out to greet me, he had this air about him and not in a friendly way, calmly cocky. Received the box of chocolates, fruit platter, and the welcome letters. Service was ok, staff is polite but apart from a select few, most didn't seem to be very genuine.
     
  22. Jaimito Cartero
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    Jaimito Cartero Silver Member

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    I had stays in 2009 and 2010 where I never got chocolates. Started staying more in 2010, and saw a bunch of boxes on the club desk. Teased the girl that I didn't get any, and have always gotten them since.

    Fruit and welcome letter seem to be standard now.
     
  23. Coathanger
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    Coathanger Silver Member

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    I found the GH perfectly acceptable for a two-night stay on points in early December but did not receive any Diamond amenity.

    The Regency Club and pool were both of a high standard so overall it was a good stay.
     
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