The Ritz-Carlton Jakarta, Pacific Place — Attraction in Jakarta

If the staff wasn't in general quite good, I would have given it 1 star. We have stayed there for more than a week and in general things are quite good except for a few building maintenance issues and small "suite rooms". We also have access to the executive lounge.

On Friday night, November 12, 2021, we were at the lounge as usual. Just after closing this group of LOUD, rowdy, LOUD, inconsiderate, and rude family came in. They were speaking to each other as if they're on opposite sides of a football field.

None of the staff were doing anything to tell them to quiet down. Our stares at them did nothing to quell them. So we started to speak quite loudly to each other. And we started to talk about them and how low class they are in a loud voice to make sure they hear.

As we were leaving, the lounge supervisor approached us and told us that it was inappropriate for us to call those people low class. Now, this is unacceptable. Was the lounge supervisor not aware of how loud and obnoxious those people are? We paid for executive lounge access to enjoy the relative quiet of the lounge, not to listen to a family yelling at each other when they're sitting on the same table.

The lounge supervisor did not even apologize for them being loud, or having a lounge that isn't fit for a dog kennel as far as the noise goes.

I guess the fact that what I would think is the father of this low-class, loud, obnoxious and rude family was giving Rp 50,000 tips to the lounge staff and gave one of the ladies Rp 100,000 in front of us. If that's all it takes to have a quite lounge, we would have paid much more than Rp 50,000 to kick those people out of the lounge.

We even had to pay for a glass of wine because we asked for a top up 5 minutes after the lounge closed and these people were allowed to be loud, obnoxious, rude like the low-class people they are??? Unacceptable for a Ritz Carlton branded hotel. At the outset we sincerely apologize for the less than satisfactory experience you had at our Club Lounge due to a noisy family dining in the Lounge at the same time.

Whilst we understand your concern and anguish however, at the same time we also do not encourage any disrespectful behavior towards any of our guests and the same was being explained to you by our Club Manager. Your comments regarding gratuities to our team do not do justice to their spirit to serve without any expectations of any favors from any guests.

All guests who stay with us are accorded same level of respect and care irrespective of their background. It would have been advisable if you would have allowed the hotel staff to manage the guests who apparently were loud rather than taking the situation in your own hand.

We once again regret the experience you had but we do hope that you will appreciate that all guests deserve to be respected equally and any concern related to any one of them need to be managed in an appropriate manner.

Thank you and regards, Management - The Ritz-Carlton Jakarta, Pacific Place @management

We've allowed plenty of time to pass for your staff to handle the situation. Your staff continues to serve these low-class people without telling them to quiet down. Remember, we're in the executive lounge, not in a hawker center.

We were never disrespectful toward your guests, we were only talking amongst ourselves about how noisy they were being. It was a private conversation between our party. Because they were so noisy, we had to raise our voices when talking to each other. We never addressed the other party

Your Club Manager was WRONG: where is the respect given to us by your Club Manager as your guest who appreciates a quite Club Lounge? He allowed the low-class noisy family to continue yelling in the club did he observe us interacting with the low-class noisy family and any of the members of their party? That did not happen because we NEVER interacted with those people. We only talked amongst ourselves, and we had to be loud because they were being noisy at the...

Great in face to face service but BAD TEAMWORK AND INITIATIVE between team members. 27 April 2024 - Bad Coordination on scheduling a Luggage Pick Up from My Room

Asked the receptionist at around 14:20 during my checkout, to pick up my belongings in front of my room at 14:45 sharp because I brought big suitcases and dive equipment, and already told them how important it was for them to be on time. The receptionist assured me that there'll be someone that picks the item up on time. Until 15:00 nobody picked up my belongings until I came down again and urged the receptionist to bring someone to pick up my belongings because I have to catch a taxi immediately. Then someone went to in front of my room and brought my belongings down immediately. This is a super simple request,. not sure why this issue happened in the first place. 22 August 2024 - Bad Coordination on Meeting Room Booking that was offered as a complimentary for the Hotel.

Booked a meeting room under my name personally on 13 August 2024 via their WhatsApp channel, for a client meeting on 22 August 2024 at 16:00 - 17:00. They answered it with "Certainly, Mr. Ernaldo. We will book it for you". During the day, they told me that the meeting room has already been booked under my company name, which has an event that day and it's entirely different booking with the one that I made on 13 August 2024. When I showed the chat confirmation to the team, nobody didn't know what happened and everybody was lost. I already brought the clients to the meeting room and they embarrassed me in front of my client. 23 August 2024 - Bad coordination between the package receiver and the Guest Relation Team.

My Mom sent an important package from my hometown, but she forgot to put my phone number on the package. My mistake here, I was late on notifying the hotel that there'll be an incoming package coming on 23 August 2023. I checked out at 13:15. A package was coming at 17:27 from the courier tracker, a coincidence with my notification to the team at 17:27 as well that a package will be coming today for me, with the receiver name on the package ERNALDO ROOM 2219. A reply from Ritz at 19:05, they said that there is no package coming under my name. I replied at 19:40, gave them the screen capture on my courier tracking that a package came at 17:27. A reply from Ritz at 20:31, with a different answer where they told me that a package already came but the concierge recipient ONLY CHECK IT WITH CURRENT DATABASE. They didn't bother to check who plans to stay at Room 2219 before or after even though there's a room number on the package recipient. Doesn't your team member have initiative at all to coordinate with the others? How do you really manage a request from a guest that has a custom request like me, and you always made a mistake? Never plan to file a complaint publicly, but after the last issue I think I have to release one.

Your hotel is great, excellent in person service, but when it comes to coordination you definitely need a huge upgrade with the brand that comes on Marriott group. I am deeply disappointed with the three issues that you gave me during my past two stays. I believe my complaints and issues are valid.

If you don't have excellent coordination between your employees, just tell your guest to file a written request via Google form or other platform, so every request is saved and could be planned in advance. Your team has failed to prove great teamwork, and eventually failed to provide excellent service to your...

First time staying at The Ritz-Carlton chain

As a Marriott Bonvoy Titanium members we were looking for on how to end our 3-week trip accross Indonesia and Brunei. We used our free night certificate as titanium gift and paid 40k points (free cert.) + 8000 points extra. We found this to be a good value.

Pre-arrival experience was 10/10 we got an email from butler services abour our stay to which I replied and got another reply in a very short time.

Due to hotel being full they apologized on email and in person that they could not upgrade our room which we understand.

Arrival experience was superb we were greeted in lobby down where they checked our reservation and sent us to hotel part via lift. Check-in was done at lounge (was not offered to do it in room which I do not mind) with a very nice welcome drink. They apologized that I have to sign a paper by real pen and not on iPad which was a little weird there is nothing to apologize.

We were escorted to our room. They at least gave us a nice “corner” room they really tried their best. Room was very nice maintained in very good condition. It is not the newest hotel but was well maintained. We go a welcome letter in room and in the evening some welcome gift with fruits etc. which was a nice gesture.

We found an adult diper in a drawer don’t know if it was used or not but that does not matter. Mistake like this is unacceptable at a brand like this. We really could not believe our eyes.

We visited the outside pool which is okay as it always is in city center if it’s not a rooftop which wasn’t in this case. We got an interesting ice tea there for free and cold small towels which were musty! This is also a really big step down… In a pool there was a valentine decorations which were ballons and they were attached to dumbells from the gym and I did not know it. I thought it was something light or I just did not expect a dumbell in a pool and there was like 10-15 of them! And I broke my whole nail. I reported this to the reception and lounge area and asked for manicure scissors. I am not sure if there was a manicure salon in this hotel but I would at LEAST expect to deliver me manicure scissors but only option was scissors that’s used for paper.

Spa area was seperated for men and women. There was a hot tub, dry sauna and wet sauna. Really above average for Asia!

Lounge experience was stunning even though it was included in every room rate. You really feel like it was all inclusive. Although service sometimes felt way too much formal… same staff would tell you 30 times good morning in like 20 minutes which felt weird and fake… not honest. Food was really amazing both dinner and breakfast, not really a huge selection but was plentiful! Cocktails for evening hour was the best (you just tell them what you like). Also what I wanted to mention was Diptyque Paris amenities in room which is very good brand.

As an apologize we got free transportation in huge car to airport.

To conclude this stay I probably would not return some of these mistakes were really bad and solution was not nice. I also had a many bites on my body after the night here. I don’t blame the hotel it could be from taxi etc but was told at home it is from bed bugs. I got call from the hotel some time after stay if I am okay and they inspected the room and found nothing and they were speaking only about this but nothing about other problems I had there. If you look for a stay in Jakarta and you use Marriott Bonvoy I really recommend Westin Jakarta which was much...