Hotel Santika Premiere Garut — Hotel in Garut

My wife and I spent one night at this hotel over the weekend on the 13 and 14 January 2023. A few comments on this hotel related to its accomodations, services, and dinner.

The room was spacious, elegantly furnished, and impeccably clean. The comfortable bed and plush linens provided a perfect place to relax and unwind after my trip to Papandayan mountain. The reception upgraded my room to a room with balcony, witt the view overlooking the stunning landscape of Garut. The attention to detail in the room decor made it feel both luxurious and inviting. Overall, the room at Santika Hotel Garut exceeded my expectations and provided a comfortable and enjoyable stay.

Notes on the room: Santika Garut needs to repair the shower and drain particularly in the room given to us. The cleaning should also conducted more thoroughly.

The service at Santika Hotel Garut was great from the moment I arrived. The staff was welcoming, friendly, and went above and beyond to ensure that my stay was pleasant and memorable. From the quick check-in process to the attentive housekeeping and concierge services, I felt well taken care of throughout my stay. The hotel's commitment to guest satisfaction was evident in the quality of service provided. We had a dinner and my wife ordered a Carrot and Orange juice which is not on the menu but the restaurant staff managed to put the order and my wife could have a special juice that she wanted (special thanks to Kang Yana). The staff was always eager to help and demonstrated a genuine passion for hospitality. This is evident from the service given by two restaurant staff: Yana and Asep. I highly recommend that Santika could give them the appreciation they deserve. Yana was the one who greeted us when we arrived at the restaurant and ensured that we had all that we need. He could answer our questions related to the menu and also checked with us after the dinner. Asep was the staff who also helped us with the dinner order and also who apparently had a sounding knowledge on Santika services (he managed to explain about Santika Linggarjati which directly made it to our bucket list). He also greeted us on breakfast and provided the services that we need during breakfast time. The excellent service at Santika Hotel Garut truly enhanced my overall experience and left a lasting impression.

Notes on services: When I checked-in I explained that the room that I wanted with balcony was fully booked, thus the reception offered an upgrade to room with balcony with paying IDR 50K but I didn’t receive any receipt for that upgrade transaction and I also didn't receive any information on available WIFI nor the breakfast location. I also need to ask where for the direction to my room.

The dining experience at Santika Hotel Garut was also a great experience. The dinner menu offered a delectable selection of both local and international cuisine, prepared with the freshest ingredients and expertly presented. Each dish was bursting with flavor and exceeded my culinary expectations. The restaurant's ambiance was warm and inviting, creating the perfect setting for a memorable dining experience. The dinner menu at Santika Hotel Garut catered to a variety of tastes and dietary preferences. We ordered two dinner menu and both were delicious. In addition to the mouthwatering entrees, the dessert options were equally delightful, providing a sweet conclusion to an exquisite meal. We strongly recommend Es Goyobot as desert, we had a fantastic one. The attentive service from the restaurant staff (Kang Asep and Kang Yana) further enhanced the dining experience, creating an unforgettable evening of indulgence and gastronomic delight. We even told Asep and Yana that the dinner that we had was exceptional and the best amongst other Santika hotel that we ever visited

Some notes: please do something with flies, other insects and the cleanliness of the dining area.

Overall, my experience at Santika Hotel Garut was truly exceptional. Looking forward to visiting...

Unfortunately I am extremely disappointed with this hotel and management. Over the past 4 years I and my family have been very loyal guests. It's probably more than 50 nights we have booked here combined. We have been left with many bitter experiences by their lack of service and inconsistency in the way they treat loyal guests. The reason we returned back so many times is because my husbands family house is also in Cipanas and it was a convenient place with a view. I can list a whole page of things but I will keep it short. 1. Rooms are very dirty... Blood and body fluid stained headboards and bedsheets seem acceptable here. In the premiere room I also found toe nail cuttings on the floor. The showers in the mountain rooms stink of pee. Cleanliness is a huge problem here. 2. The staff are extremely unprofessional, starting from front office, they are not friendly and have no warmth. They only reply to the WhatsApp messages when complaining about their slow reply. When no phones are available in the premiere rooms, this is extremely frustrating. 3. Multiple times over the past few years I have been served, old, stale or undercooked food. Despite making multiple complaints about this issue, they never make improvements. This time also, I received a cold undercooked pizza that took more than an hour to deliver on the first night. The second night I ordered dinner just before the restaurant had closed, I and my husband had not eaten all day, yet they ignored my WA message and tried to tell us the resto was closed when we called, even we WA messaged before 9. They then said it will take maximum 40 minutes to deliver, yet it still had not arrived over an hour later, by this time it was past 10. They then proceeded to only bring 1 of the portions, which was cold and hard fries. I complained about it and they disappeared and came back with a wet soggy sandwich, which had been clearly heated with cling film on in the microwave (health risk). At almost 2 hours after they still hadn't sent the other meal we had ordered. It was already 11pm, we were already short fused with this ridiculous service and told them not to bother. We went to bed without eating all day, hungry and angry. We had a terrible sleep due to finding the bed was unclean and a broken keycard light flashing like a discotech. We had planned to travel to my husbands brothers grave in South Garut in the early morning. Because of our lack of sleep this had to be cancelled. Can you imagine how disappointed we were?? We wasted our night upset about this issue, we didn't even get to swim because we decided we should order food first. On confronting the management, they just wanted to apologize and offer food again the next day. Who wants to eat more food from a restaurant that they cannot trust?? Also, we did not have time for that. I complained to the platform I booked from and the hotel completely ignored my compensation request. So apparently this is how they treat loyal guests when they have a problem with the service. Severely lacking customer service resolutions and PR in this place. They seem more interested in profit than customer satisfaction. Including asking guests to park outside the hotel in the street when they have some kind of event. 4. Any complaint form I have ever filled out here was never acknowledged, I'm not surprised if they chucked them away to save their trouble. Among a million other things. If you think it's ok to skip all these basic things such as service and cleanliness just because you gave a free room upgrade a few times, then I don't know what else to say. Extremely regretful to have spent so much time here only to be...

Unfortunately I am extremely disappointed with this hotel and management. Over the past 4 years I and my family have been very loyal guests. It's probably more than 50 nights we have booked here combined. We have been left with many bitter experiences by their lack of service and inconsistency in the way they treat loyal guests. The reason we returned back so many times is because my husbands family house is also in Cipanas and it was a convenient place with a view. I can list a whole page of things but I will keep it short. 1. Rooms are very dirty... Blood and body fluid stained headboards and bedsheets seem acceptable here. In the premiere room I also found toe nail cuttings on the floor. The showers in the mountain rooms stink of pee. Cleanliness is a huge problem here. 2. The staff are extremely unprofessional, starting from front office, they are not friendly and have no warmth. They only reply to the WhatsApp messages when complaining about their slow reply. When no phones are available in the premiere rooms, this is extremely frustrating. 3. Multiple times over the past few years I have been served, old, stale or undercooked food. Despite making multiple complaints about this issue, they never make improvements. This time also, I received a cold undercooked pizza that took more than an hour to deliver on the first night. The second night I ordered dinner just before the restaurant had closed, I and my husband had not eaten all day, yet they ignored my WA message and tried to tell us the resto was closed when we called, even we WA messaged before 9. They then said it will take maximum 40 minutes to deliver, yet it still had not arrived over an hour later, by this time it was past 10. They then proceeded to only bring 1 of the portions, which was cold and hard fries. I complained about it and they disappeared and came back with a wet soggy sandwich, which had been clearly heated with cling film on in the microwave (health risk). At almost 2 hours after they still hadn't sent the other meal we had ordered. It was already 11pm, we were already short fused with this ridiculous service and told them not to bother. We went to bed without eating all day, hungry and angry. We had a terrible sleep due to finding the bed was unclean and a broken keycard light flashing like a discotech. We had planned to travel to my husbands brothers grave in South Garut in the early morning. Because of our lack of sleep this had to be cancelled. Can you imagine how disappointed we were?? We wasted our night upset about this issue, we didn't even get to swim because we decided we should order food first. On confronting the management, they just wanted to apologize and offer food again the next day. Who wants to eat more food from a restaurant that they cannot trust?? Also, we did not have time for that. I complained to the platform I booked from and the hotel completely ignored my compensation request. So apparently this is how they treat loyal guests when they have a problem with the service. Severely lacking customer service resolutions and PR in this place. They seem more interested in profit than customer satisfaction. Including asking guests to park outside the hotel in the street when they have some kind of event. 4. Any complaint form I have ever filled out here was never acknowledged, I'm not surprised if they chucked them away to save their trouble. Among a million other things. If you think it's ok to skip all these basic things such as service and cleanliness just because you gave a free room upgrade a few times, then I don't know what else to say. Extremely regretful to have spent so much time here only to be...