Best Western Senayan — Hotel in Jakarta

To the Manager of Best Western Senayan Hotel,

I wish to express my dissatisfaction with my recent rescheduling experience at your hotel. I felt undervalued and received unprofessional treatment during a particularly stressful time. Here is a summary of the issues I encountered:

I faced difficulties during the rescheduling process. Initially, I was directed to contact Traveloka after reaching out to the receptionist. And Traveloka said that we need written approval from the hotel. However, when we call again to seek approval from the hotel, I received a disrespectful and insolent response. The receptionist's exact words to my wife and me were, "I've never been asked for approval to reschedule in my entire life. Just handle it through Traveloka.". ???

The lack of courtesy exhibited by the receptionist in providing service to both me and my wife, especially in dealing with a situation that could have been handled more appropriately, is disappointing.

Other hotels with lower star ratings were able to offer solutions for rescheduling, whereas at Best Western Senayan, I felt I was being tossed around without receiving a satisfactory solution.

I am disappointed because there was no effort from the hotel's side to offer a solution or assist me in a situation that should have been better managed.

• Please note that my flight was canceled suddenly, adding to the exhaustion of the situation. Now our hotel booking just gone, because there is no solution from both parties! (Traveloka and the hotel management)

2nd note: We don't only want reschedule for one night. We also want to book more for the second night. Yet they cannot process it, because of what? Yes, because he said: "Just handle it through Traveloka". He said it many times.

This experience has led me to the decision that this will be my first and last booking at Best Western. I hope the hotel management takes appropriate action to improve the quality of service and addresses situations like the one I experienced. This could also serve as feedback to consider further training for the staff, especially receptionists, to be more helpful in challenging situations.

Thank you for...

Worst hotel experience I've ever had. I stayed five nights here.

They kept me waiting without any reason when checking-in(1400, check-in time according to the hotel). I was forced to wait for half an hour and I got mad to complain about it. Then I could check in soon.

The key they gave me didn't unlock the door. One of the staff on the floor helped me in.

I took a shower as soon as I put my baggage in my room, however the shower room got clogged up. I had to call the staff to fix it.

After fixing the shower room problem, I went to bed to sleep for a while(around 1800). Then I heard a very noisy sound from somewhere else. A friendly staff guarding the floor told me that it's a basketball down the floor! Of course I had to change rooms.

On the next day when I came back, the door between the bedroom and the bathroom was left open. That's not a problem on its own. But there were more than 10 ants with feathers! It looked like they came from the vent(towels were below the vent in the bathroom). I had to kill every one of them, including in the bedroom. Again I had to call the staff and told them not to leave the door open and not to put the towels below the vent. He seemed to understand what I said, however, on the next day they again left the door open and put the towels below the vent so I had to write it down to stop them.

The bedroom was spacious but the walls were so thin. The location is very convenient close to the MRT and the Plaza Senayan. Some staff at the lobby I found were not bad, but some of them were really bad.

The last thing I had to mention is hotel WiFi. They were very slow at the beginning and ended up with no internet.

Be prepared with the troubles when staying in this hotel.

Don't think of this hotel as Best Western as you know. This hotel is a disgrace to Best...

Best Western Senayan is a strategically located hotel in the heart of Jakarta, perfect for both business and leisure travelers. It sits right between two major malls—Plaza Senayan and Senayan City, making shopping and dining incredibly convenient. The hotel itself is inside ITC Senayan, a smaller plaza with hobby-related shops and a McDonald’s, adding to its accessibility.

For those with business in South Jakarta, Sudirman, or Senayan, this is an ideal place to stay as it’s easy to get around from here. Additionally, if you enjoy morning exercise, the hotel is within walking distance of Gelora Bung Karno (GBK), Jakarta’s largest sports complex, where many people go for a run or walk.

The food at the restaurant was great, and the overall experience was positive. However, the staff could benefit from additional hospitality training to enhance guest experience. One downside is that some rooms don’t have windows, which can feel quite cramped and stuffy.

Despite this, with its very reasonable rate, Best Western Senayan is still a recommended choice for travelers looking for a central, convenient stay in Jakarta. Would consider...