Four Points by Sheraton Manado — Attraction in Manado

June 8th-11th, 2021 Someone should give Ibu Titin a raise and a promotion for her attempts to improve the service and operation. Unfortunately the rest of the team doesn't have the same vision. Ibu Titin, I hope you can work with the rest of your management team to get the rest of your staff to care about their jobs, the work they do, and the guests' experiences at your hotel.

It may be "standard" and "okay" for hotels in Indonesia to have its shower heads plugged with who knows what, the drain plugged so water overflows to the rest of the bathroom. They make the experience of the guest less than memorable. Look at your recent "reviews", there have been no passionate reviews about experiences at your hotel.

Until this last stay, I've always rated my stay at 1 stars (especially the previous inhospitalities). Just for this stay, I'll raise it up to 3 stars, ONLY for Ibu Titin.

June 6, 2021 Unfortunately had to come back here for another work trip and the company has a deal with mariott globally. Still pretty bad service. Arrived to the room, took a shower and realized there was no towel in the bathroom, or anywhere in the room. I wonder what else they "forgot" to do for the other housekeeping activities.

Got my towel and it has what looks like blood stain on it (albeit pretty small but on a white towel it's pretty prominent).

Sept 20, 2020

Had to come back for work and work booked the same hotel.

The morning of September 21st there was an event outside the windows of the hotel that was so loud it woke everyone up. It was so loud you can hear clearly what they're saying even from the 10th floor. What's worse is that it is a hotel endorsed event and they claim every room was given a letter to warn of the early morning loud interruptions to every guests' sleep. It started at FIVE IN THE MORNING. Clearly a hotel that doesn't care about it's guests' but rather to make short term money over long term reputation.

The morning of September 22nd there was another event outside the hotel windows. This time it started at SIX IN THE MORNING. When complained to the front desk, we were told to wait for the manager. We waited until we were finished with our breakfast and still no manager.

Clearly a hotel and a hotel chain (Marriott) that doesn't care about its guests.

Horrible service from the get go: Front desk is on the third floor, at the ground level lobby, no one tells you this so you roam around and wonder where to go (no one was there except security guys who didn't say anything) When you get to the front lobby, forget about having an efficient check in process even if you've booked your room for an event. When I got there, the line was long and there was only one front desk person active. The other ones were sifting through papers and looking at their phone. I was tired so instead of standing in line I took to the sofa and tried to take a nap until it was empty. Security told me I couldn't... all I said was that if the front desk was efficient I wouldn't have to even sit on the sofa, I'd be napping in my room. VERY, VERY bad service, especially by this guy. It would have been much more respectful if the manager sat down and asked politely why I was napping on the sofa instead of in my own room. Because I wasn't dressed in pants and suit jacket, the people at the hotel probably assumed I could not have afforded the $60/night rate For the event, forget about having friendly people helping guide the participants to the ballroom. No signs, nothing. Even if you're told to "Ballroom one", there is NO sign for ballroom one. during lunch, they ran out of silverware and plates. I had to look around for a stack of plates and silverware myself so the workshop participants could eat the door to the outside parking lot kept getting opened to let the HOT air inside the air conditioned area. The reason? Because that's how their employees get out to smoke!!!

For how much you pay for the room and the event management, you could do better at...

They say that this is the place to be when you need a place to stay in the heart of Manado. Well, unfortunately it does reflect the Manadonese people in general. I will tell you four (good) points as well as four (bad) points.

Firstly, the four (good) points: 1. Excellent Location- within the vicinity of the famous Manado Town Square (Mantos); 2.Immaculate View - overlooking the Harbour and Manado Tua mountain: 3.Generally Clean Rooms - (oddly enough) above average standards in most areas of the hotel, especially in Manado; 4.Delicious and wide variety of breakfast - highly recommended..

However, let me now explain the four (bad) points: 1.Very lousy and slow service - depicting the Manadonese people in general (ie: likes to be served but very bad in serving others). With a hotel in this class and stature, customer service excellence and efficiency should be upheld to the highest standards, 24/7; 2.Not enough staff especially when handling breakfast and most notably during peak holiday seasons. Service and quality is seen as very lagging and somehow lacks that “SPG” personal touch. Again, this could be overcome by hiring extra staff, maybe, during high/peak season?!; 3.Very, very slow Wi-fi! Unbelieveably slow, even when I changed rooms on different floors in different sides! Absolutely appalling!; 4.Cheap, no frills bathroom amenities, including shampoo, shower gel, etc. I do not recommend anyone using these unless you don’t mind risking your skin/hair/scalp being damaged; 5.Flooded bathroom - the drainage in the shower was clogged up and in a wink of an eye, the bathroom was flooded! See my pic below. 6.Lacks the warm, empathetic, personal touch service required by a renowned international hotel chain, such as SPG. Including, credibility and professionalism across most of the hotels’ staff. i would suggest a professional training on Customer service excellence, PR, personal branding, manners and social graces, perhaps? Wow that’s a lot to be done!

Again, room rates are not cheap here, so please make sure that everything is up to the world-class hotel industry standards, and not the terrible Manadonese standards in quality, professionalism and customer service!

Btw, I am 100% Manadonese blood, but born in Jakarta, and raised in Sydney, Australia, so I am not being rude in what I wrote about the Manadonese people, especially those who were born and raised in Manado. In actual fact, I am truly embarrassed!...

They say that this is the place to be when you need a place to stay in the heart of Manado. Well, unfortunately it does reflect the Manadonese people in general. I will tell you four (good) points as well as four (bad) points.

Firstly, the four (good) points: 1. Excellent Location- within the vicinity of the famous Manado Town Square (Mantos); 2.Immaculate View - overlooking the Harbour and Manado Tua mountain: 3.Generally Clean Rooms - (oddly enough) above average standards in most areas of the hotel, especially in Manado; 4.Delicious and wide variety of breakfast - highly recommended..

However, let me now explain the four (bad) points: 1.Very lousy and slow service - depicting the Manadonese people in general (ie: likes to be served but very bad in serving others). With a hotel in this class and stature, customer service excellence and efficiency should be upheld to the highest standards, 24/7; 2.Not enough staff especially when handling breakfast and most notably during peak holiday seasons. Service and quality is seen as very lagging and somehow lacks that “SPG” personal touch. Again, this could be overcome by hiring extra staff, maybe, during high/peak season?!; 3.Very, very slow Wi-fi! Unbelieveably slow, even when I changed rooms on different floors in different sides! Absolutely appalling!; 4.Cheap, no frills bathroom amenities, including shampoo, shower gel, etc. I do not recommend anyone using these unless you don’t mind risking your skin/hair/scalp being damaged; 5.Flooded bathroom - the drainage in the shower was clogged up and in a wink of an eye, the bathroom was flooded! See my pic below. 6.Lacks the warm, empathetic, personal touch service required by a renowned international hotel chain, such as SPG. Including, credibility and professionalism across most of the hotels’ staff. i would suggest a professional training on Customer service excellence, PR, personal branding, manners and social graces, perhaps? Wow that’s a lot to be done!

Again, room rates are not cheap here, so please make sure that everything is up to the world-class hotel industry standards, and not the terrible Manadonese standards in quality, professionalism and customer service!

Btw, I am 100% Manadonese blood, but born in Jakarta, and raised in Sydney, Australia, so I am not being rude in what I wrote about the Manadonese people, especially those who were born and raised in Manado. In actual fact, I am truly embarrassed!...