The Hermitage, a Tribute Portfolio Hotel, Jakarta — Hotel in Jakarta

My short weekend was enough to make it truly memorable and I can’t recommend the hotel highly enough. Before my stay I had some superb email dialogue with the hotel where they also arranged transport from the airport. This was a seamless experience and the driver gave a good insight to the city along the way. There’s a full security check when you arrive at the hotel but that’s certainly reassuring. The staff at the door were friendly and welcoming but it was a shame that no guidance was offered to the reception area, since it isn’t obvious when you immediately walk in.

Despite arriving quite late into the evening there were plenty of staff working and the welcome great. Checking in was a pleasant experience sat at the desks and didn’t take long, with a member of staff taking care of luggage and showing me to the first floor Executive room. All the communal areas and corridors were wonderful, with interesting pictures on the walls and a real homely and traditional feel, as well as being spotlessly clean; first impressions of the room were equally as impressive.

The door to the room was nothing like a normal hotel room door, really embracing the promised colonial style and revealed a spacious sitting area complete with sofa, coffee table, desk and large TV. This was a really pleasant area and would ensure a long stay would remain comfortable. Further into the room was a well-stocked min bar along with coffee machine and sizeable wardrobe, with plenty of hangers and digital safe, slippers and gowns, plus ironing facilities. Annoyingly there was no bottle opener for drinks in the fridge.

The main bedroom area was really cosy. It wasn’t overly large but that wasn’t a problem with the extra living area however there was an armchair, another TV, bedside table at both sides of the bed complete with electric sockets and really nice lighting. These lights were controlled from one side of the bed and had reading options, night lights, full brightness etc, all which continued to make the room really comfortable. The bed was large and superb plus there was absolutely no noise either from the corridors, adjacent rooms or outside. Air-con worked really well without being noisy.

The bathroom was separated from the main bedroom with floor to ceiling glass, with manual blinds for privacy if needed. Double sinks, large mirror and all the accessories you could desire were present. There was no bath but the walk in shower was large with a rainforest head and nice plentiful towels. A ceiling speaker continued the TV audio in the room but it wasn’t loud enough to be useable.

Housekeeping was superb - I never heard or saw anyone in the corridors but they were clearly paying close attention to the ‘do not disturb’ sign and, even when displayed until late in the afternoon, they returned proactively and did a thorough job. Bottled water was always restocked and the coffee and mini bar remained replenished.

The best gem in the hotel is the swimming pool and bar on the top floor. The infinity style pool isn’t massive but a decent enough size for the hotel and there’s some nice seating surrounding. The open roof also gives a good vibe and atmosphere. Climb the stairs onto the roof though and the bar’s seating is wonderful - brilliant views over the city from the raised stools and more comfortable sofa style seating available at the other end. Lively music is piped throughout and the staff are both attentive and super friendly. This is the perfect spot to enjoy sunset and the city’s night lights with the uninterrupted 360-degree view. Food is available and always presented well. The Nasi Goreng dishes were particularly enjoyable and I’d highly recommend - trusting the ‘chef’s special’ icons isn’t a mistake here!

Overall I really enjoyed my stay here; the room was wonderful, the staff are super friendly and happy to engage in nice conversation and the location worked well. The whole property was spotlessly clean and traditional in feel and I can’t...

Extremely Disappointing Experience at The Hermitage Hotel in Jakarta

As a frequent traveler and a loyal customer of five-star hotels, I had high expectations for my experience at The Hermitage Hotel. Unfortunately, my stay was marred by a series of issues that left me utterly dissatisfied.

First and foremost, I would like to address the misleading information provided during the booking process. Our reservation clearly stated that the room would include a spacious, luxurious 3meter bed. However, upon arrival, we were shocked to find ourselves assigned to a room with a significantly smaller bed. This unexpected change not only impacted our comfort but also made us question the accuracy of your online descriptions.

Furthermore, the breakfast provided at your hotel was far from satisfactory. I specifically ordered hot milk, yet I was served warm soy milk instead. This lack of attention to detail and disregard for guest preferences is simply unacceptable for a five-star establishment. Additionally, despite numerous requests for small towels, they were never delivered to our room, leaving us inconvenienced and frustrated.

The most disheartening aspect of our stay, however, was the dismissive and unprofessional manner in which our complaints were handled by your reception team. We lodged our grievances at 7:30 PM before leaving for dinner, only to return at 11:30 PM and find that no acceptable compensation or resolution had been provided. The lack of effective communication between the night shift and morning shift is concerning and reflects poorly on your management.

During our checkout at 9 AM the next morning, I was approached by a staff member named Nancy, who appeared completely unaware of our previous complaints. She inquired if our complaint was about the air conditioning, demonstrating a clear lack of coordination and seriousness when it comes to addressing client concerns. This level of disregard for customer feedback is simply unacceptable.

Given the immense potential of The Hermitage Hotel, it is disheartening to witness such a significant gap between its current state and the high standards expected of a five-star establishment. I urge the owners and management to take immediate action to rectify these issues. It is imperative that you reassess the competence of your reception team and introduce necessary changes to bring your hotel up to the level of excellence it aspires to.

As a dissatisfied guest, I feel compelled to share my negative experience with those in my circle to ensure they steer clear of such an unacceptable establishment. I sincerely hope that my feedback is taken seriously and that necessary steps are promptly taken to address the concerns raised. By doing so, The Hermitage Hotel has the potential to become the best hotel in town, providing exceptional service and exceeding the expectations of its...

It is always a great experience to be back and spend time at The Hermitage! Of course, this is not the first time we stayed here, but it is always the same nice feeling and superb service we experienced, if not better! From the time of our arrival, we were already greeted with amazing hospitality. The hotel staffs applied very clear Covid-19’s SOP, making us feel safe and protected while being in the public place. I have to say special thanks to Mr. Papang, the Guest Service Manager, who has been so kind and stand by all the time in making sure that we have the most amazing stress free stay, we even got upgraded to Junior Suite, and we enjoyed every single bit of it!

Let me go through several details: Room: we simply love our room so much! It is super tidy, clean and comfortable. Our son loves to have bath at the bathtub. The staffs also cleaned the room following a very strict health protocol. Swimming Pool: The pool just had a renovation, the water is clean and warm, and we love to spend time there. The pool also never pack with people, and we are happy with it. We love sitting by the La Vue bar while monitoring our son swimming happily. One of the main attaction of Hermitage is their rooftop, I notice that there were many people whom would like to enjoy the view of Central Jakarta, especially during the sunset time, while sipping some drinks or nibbling some snacks. We could enjoy being outdoor and having a nice breeze. The best thing of Hermitage that I notice has always been their Great Service! At this hotel, the service is always top notch, the whole staff from the time we set our foot up to wherever we go (reception, restaurant, in house dining, cleaning dept) gave us nothing but smile and always try to cater your need. I hope the hotel can maintain this significant characteristic all the time. Location of the hotel is smack bang in the middle of everything, and very close to main attractions of Jakarta, such as: Monas, parks and super fancy malls like Grand Indonesia and Plaza Indonesia, such a convenient place to choose.

Under this management, I admit that staying in the Hermitage during Covid-19 time is still super enjoyable and memorable, so I would like to adress special thanks to Mr. Severin Huerlimann and the whole staffs for making sure that guests can still have relax and quality time when staying at this beautiful Boutique Hotel! We can’t wait to comeback and have another...