Four Points by Sheraton Medan — Hotel in City of Medan

I had such a nightmare dealing with staff and room service.

My brother had his wedding party in this hotel, we reserved 11 rooms for friends and family. Arrived in this hotel at 11 am, I was told 10 rooms were ready for check in, and 1 room will be ready at 2 PM. At 4PM, I was told room still wasn't ready. I refused to wait, because it's been too long and asked for a refund only for that 1 room. Request was denied by receptionist, in the same time, they still had no idea how much longer we should wait. Finally they gave us our room after an intense debate.

As wedding ceremony still on, I urgently needed to buy some stuff, so I booked Gojek to buy and deliver my stuff. As I reached the main lobby, this security guy was trying to dismissed my rider away, when he looked at me, he just rudely said "Don't you know Gojek are not allowed within this area?" I didn't see any sign that Gojek are not allowed on the premises. Please note that the rider park his motorbike in a proper place, and he walked up to the main lobby, and wait for me outside. There were also some people standing around that area. Just because he's wearing this Gojek jacket, he got dismissed rudely by the security. I don't think this is fair and very inappropriate for a staff to have this kind of attitude. This is very disrespectful.

At 11 PM, on the same day, I ordered food to my room and clearly asked to put the bill under room's charge, so I will settle whatever left during check out on the next day, otherwise I will pay only with cards. They said it was okay, they accept cards. So I ordered the food, and when the food came, I was asked to pay in cash.

I told the waiter I already informed that I will pay only with cards. One waiter came into my room with EDC machine and said 'I had difficulty to swipe up your card, do you know how to use this machine?' err..

So I went down to the restaurant (such a hassle, especially after a long hectic day) and asked what was the problem? if it's not possible to sum up the bill under room charge or pay with cards, of course, I will not order the food. One of the male cashier said 'why don't you go to take money from the ATM machine, and you can pay cash here?' first of all, it was midnight and I ordered room service, because I assumed food can be delivered into my room, and bill can be settled on the spot, with no hassle at all.

After the cashier failed to give any solutions, I finally figured this out all by myself. I went to the reception and said 'I had enough today, If I can't pay here, just put the freaking bill into the room's charge, I will pay tomorrow during check out. whether you like it or not. It's 1 AM in the morning, I had a long hectic wedding earlier and this just way too much hassle'

This hotel was launched under Sheraton's Group, currently subsidiary of Marriott international, together with other well known Hotels. I've stayed on another hotel under the same group, they were truly amazing, they had amazing service and their staff were super smart and friendly. This one is such a...

To be fair, i can't review fairly on this hotel due to the issue that happened since beginning with the staff. Because of this issue, actually affected to my mood and the rest of my stay. So i only do quick on everything till check out.

I was planning to do quick stay actually, arrived at late night, and will leave at the early next morning. Then i choose this hotel because of my friend's recommendation. At first, everything looks oke. I booked through SPG web, and then because i will arrived late at airport, and Medan Airport is far away and difficult to find blue bird taxi, i booked hotel pick up service, and got confirmation already by the staff through email.

But what happened, when i arrived i couldn't found any hotel representative. Then i was trying to call the hotel, no pick up at all. 3x i was trying to call. So then finally i've decided to find by my own, transport to went to hotel.

When i arrived, i was so mad and asked the receptionist. But the 1st words that she mentioned, she was blamed the transportation company that become their 3rd party partner, which is golden bird. My view on this, actually i booked through hotel. The one who confirmed also hotel guy. I don't know how the hotel works with or partnership with who, the one that i know only hotel. So blaming others was not a good way to settle my issue at first.

Then i know it's useless to debate. I just want to get my key room asap, and when i arrived because of i was so tired and almost midning, i straightly sleep. And the next morning, as quick as i can, i checked out and leave. That's why as i said in the beginning, i didn't have chance to review anything else because of this.

Actually that morning, i received apologise words, came directly from a guy which apparently was the staff of the Golden Bird, that hotel transport company partner. He came to me, apologise, and offered me free full day transport as the compensation. From hotel ? no one... :)

Again, at that morning actually i slept well, my mood was already okey. I apologise the staff, i think everyone can make a mistake. It just that night, the mistake a bit crucial since it already late night and made me so tired. So i forgive, and refused the compensation since i also already have someone to pick me up. So forgive and forget.

But, choosing this hotel, is another story for me. I think i still can find other hotel in that city that more reliable and can be trusted. Specially if i travelling with...

• At check-in, despite having booked a King bed, I was told (multiple times!) it is not available and I would be assigned a double bed. I refused vehemently as I booked and paid for a specific bed type. o The reception then (magically) ‘found’ me a room with King-sized bed, which later I found out to be a room facing a wall and a roof, with very minimal natural light o I asked for another room and then again was told nothing was available. And if I want a room with a view, the price would be different. o Not until I became visibly angry that they assigned me another room, which apparently WAS AVAILABLE! • There was a leak near the storage area in front of the bathroom, where suddenly water came down quite strongly. Luckyly, it happened when I was not sleeping, otherwise it would create a hazardous situation, stepping on a drenched floor in the middle of the night. • On 2nd day at 10.50am, prior to my leaving for a meeting, I requested my room to be serviced. At 11.33am someone from the hotel re-confirmed it. At 2.30pm when I returned the room was not serviced at all. • Internet was not working on my last night, and I could not connect using a Macbook and 2 Android phones. When reported in the morning, they sent a receptionist who obviously knew nothing about wifi networks and troubleshoot as if I didn’t know how to connect or something was wrong with my devices. The IT guy didn’t even have the decency to show up. Finally, it proven that something was wrong with the router since the night before, thus the internet was dead for the entire floor. • Due to the overwhelming issues during my stay, I asked to speak to the GM, but the GM blatantly refused. The receptionist said the GM had gone home and claimed she was not feeling well! What a convenient excuse to escape complaints!! • When I write this review, the GM still refused to contact me. Quite appalling, if I could say so myself. • The only service recovery gesture offered to me was: late check out, which I have no use of as I had planned to check out at 10am, and a complimentary dinner, which I also have no use of as I already made plans with my colleagues. • Needless to say, I would NEVER stay at this...