This review aims to highlight the issues I encountered, which reflect poorly on the management and the lack of standard operating procedures (SOP) for the security staff.

I recently stayed at the Aloft Hotel for six days, from Sunday to Saturday. During my stay, I rented a motorbike to facilitate my transportation needs.

However, my experience with the security personnel at the vehicle entrance gate of Beachwalk shopping center left much to be desired.

Their attitude was UNPROFESSIONAL, INCONSISTENT, and, on some occasions, outright RUDE.

Throughout my stay, I frequently passed through the entrance gate on my motorbike. What struck me was the inconsistency in how the security staff managed vehicle inspections. Sometimes I was waved through without any checks, while at other times, I was asked to stop and questioned about my destination before being allowed to proceed. On Friday, December 6, 2024, at approximately 4:30 PM WITA, it was raining heavily when I returned to the hotel on my motorbike, carrying multiple items, including a substantial number of local pastries (pie susu). To my surprise, I was stopped by the security personnel, who requested to check the storage compartment of my motorbike. While security checks are understandable for safety reasons, this was the first time during my entire stay that such a request had been made. This inconsistency raises questions about the purpose and enforcement of security protocols. If inspections are deemed necessary, why weren’t they conducted regularly throughout the week?

What made the experience even more unpleasant was the attitude of the security staff. Despite the heavy rain and my obvious struggle to manage my belongings while getting off the motorbike, the security personnel showed no willingness to assist. When I politely asked if they could hold some of my items to make it easier for me to comply with the inspection, the response was a blank, unhelpful stare. This lack of empathy and basic human courtesy was both frustrating and disappointing.

Good customer service, especially in a high-traffic area like a mall or hotel entrance, should prioritize the comfort and safety of visitors. The security staff’s inability to offer even minimal assistance or demonstrate understanding reflects poorly on their training and the overall service quality of the establishment.