The Ritz-Carlton Jakarta, Mega Kuningan — Hotel in Jakarta

Very disappointed but stuck here for a 10-day quarantine. I’ll start with the worst incident. Day 2, got a phone call to our hotel room, something about Gojek. Maybe a package from my mom? The guy confirmed our names, then wanted to confirm that I worked for Gojek. I do… OK, maybe someone from HR needed to verify I had arrived safely from international travel. The guy then introduced himself as someone from Ritz’ Sales & Marketing team. He wanted to know if Gojek booked this stay for me, and if Gojek usually arranges travel packages for their employees, and could he perhaps request an introduction to someone at Gojek so they could partner with us as a travel vendor. DID I JUST GET COLD-CALLED AS A GUEST AT A HOTEL?! More shockingly, someone at Ritz had taken the trouble to figure out I work for Gojek – the room was actually booked under my husband’s name (not employed by Gojek). My privacy felt really violated. The next day, someone called to check on our stay so far, and my husband mentioned this incident. They seemed surprised, but we never received a proper apology or attempt to rectify the situation.

The rest of these are not a big deal, but I expected so much more out of a 5-star hotel. I honestly wouldn’t even think about complaining if I were staying at a 3 or even 4-star hotel. But all of these small misses make you wonder what other details they might have forgotten (e.g. hygiene). We’ve called a few times to resolve issues, but we gave up because they were happening so frequently, and we didn’t want to call and make a fuss every day.

Health protocols not followed consistently. Staff usually stood outside our door until they could hand us our meals. Once or twice they even offered to bring them into the room. We finally called to remind them we prefer contactless deliveries. Still inconsistent — sometimes contactless, sometimes not, a couple of times they didn’t ring or knock and when we finally peeked out the door… there was our meal, getting cold.

Rooms not well maintained. Peeling wallpaper, poorly touched up shelves, misaligned cabinet doors that won’t close (or open) unless you use a lot of force, scratched up surfaces. A bathroom lightbulb did not turn on, noticed a lightbulb on one of shelves, looks like a maintenance task that they forgot to finish.

Questionable cleaning. Couple of sticky spots on a chair, dusty corners. Questionable air filtration. I’ll catch whiffs of mildewy, musty smells. Usually in the evening, usually near the air vents in the ceiling near the door.

They forget coffees (included with breakfast). We’ve had to call for them at least 4x (out of 9 breakfasts). Utensils were missing from a couple of our meal deliveries. We called for them, never delivered so we just ate with our hands.

Meals started showing up late, my husband called to inquire. A letter showed up under our door explaining the 45-min meal delivery window “due to massive number of repatriation guests”. Understandable, but wish we could’ve gotten the memo in advance, or did they only send this letter after we complained? We planned our work schedule to account for the 45-min, but a few times our meal was 1 hour 15 min late.

We love bread but hate food waste. 2x2 pieces of bread/pastry x3 meals = too much, so we requested half portions. We would still get full portions, half portions sometimes, and the last few days no bread at all (we’d call for some if we were really hungry). We gave up trying to correct this.

⭐️ To be fair: Check-in experience was smooth, friendly Director of F&B took our orders at check-in and had our quarantine package lunch delivered despite it being a little after the lunch window. Their pillows were excellent. The suite is very spacious. I am in Zoom calls all day, my husband works U.S. hours in the evening, and we had plenty of privacy for our individual activities. Enough room to set up a yoga/workout space without having to move it around every day. GoSend is allowed, even if GoFood is not. I was able to send and receive important packages (hotel staff will pick up/deliver...

One of the best luxury hotel in Jakarta. Starting from health and safety protocol, this hotel is running it very well. When entering, there is a security check and temperature check, hand sanitizer at several points then there is a partition at the reception. In the room we usually find a books containing hotel features (such as: TV channels, hotel facilities, in-room dining menus, etc.), now replaced with digital version through a qr code scan on a cellphone, and there is also a medical kit containing masks, hand sanitizer and cleaning wipes. Check in was fast and friendly. However, it is very unfortunate when I visited during the PPKM period, check-in at the club lounge was negated and changed to regular check-in at the lobby which reduced the exclusivity of the club level. The receptionist was also very kind because he could fulfill my wish to get a room with a certain view and welcome snacks in the form of fruits. Thank you😄 Entering the room, the room is spacious. Nuances of brown, cream, and some wood details make the room feel warm and elegant. There is a complete minibar(the fridge was empty tho), comfortable king size bed, wide window, long sofa, two chairs, a work desk complete with lights and work drawers, several large storage drawers (backpack and duffle bag can fit in), cable telephone, USB port and charging port, wide screen TV with complete channels and much more. I really like the bathroom design, the impression is luxurious because almost all walls and floors are made of marble, the entrance is large, there is a bathtub + shower embedded in marble, a window with automatic curtain, a shower, a toilet, a floating vanity with double sink, complete toiletries (I have a question, are the bath amenities here asprey? Cause I cant see that logo and just purple in color. I was expecting asprey amenities since i book club room😕), and the water here can be hot and cold (from shower, bathup, to sink). But in my opinion it would be better if it add a rain shower to make it more modern. This bathroom is connected to the wardrobe so that we can immediately change clothes without passing through the main room. In the clothes room there are pajamas, iron, some clothes hangers, a safe deposit box. More input from me, maybe the hotel sandals can be given the ritz carlton logo because these hotel sandals are just plain, they seem ordinary hehe ... Other facilities that I tried were gym and swimming pool. the swimming pool is large and there is a gazebo and surrounding gardens to add to the freshness of this pool. We can also see the view of skyscrapers around the hotel while swimming. The gym equipment is also complete. There is a jogging track. But I couldn't try the sauna and spa because they were closed during PPKM. For breakfast at the Asia Restaurant. This restaurant is on the same level as the lobby. The restaurant is huge and luxurious. I like the interior design of this restaurant. The food served is also very varied and delicious. Waiters are also alert and friendly in serving restaurant guests. Top👍🏻 Now, one thing that became a memorable moment for me when staying at this hotel is the club lounge. The service of this club lounge is indeed special. The interior of the club lounge on the 26th floor is very luxurious and there are many seating options available. We can eat while looking at the city view of Jakarta. The concierge at this club lounge offers a more personalized service. They are very friendly and very helpful. Every meal was beautifully presented. I also got the steak menu on the second day I visited this club lounge. All the food taste delicious. Unfortunately I didn't have time to try lunch here. I am very grateful to all the hotel staff, especially the club lounge staff and he who served me on the second day I had dinner at the club lounge (sorry I forgot his name😁). Which has made my stay unforgettable. I really recommend this hotel. And I want to stay at this hotel...

We recently spent nearly a week at The Ritz, booking a Grand Room with access to the Executive Club Lounge directly through the hotel’s official website. From the moment we arrived, the experience was largely seamless—check-in was quick and efficient, and we appreciated the added touch of receiving complimentary daily vouchers for the Golf Simulator throughout our stay.

The Grand Room was spacious, with a minimalist yet elegant design that made the space feel open and calming. Housekeeping serviced the room twice daily, which we found very thoughtful. However, upon arrival, we noticed two strands of hair in the bathtub, and were a bit surprised to find that the complimentary drinking water was provided in plastic bottles rather than glass or filtered refillable options, especially for a property of this caliber. Additionally, we discovered that the hanging lamps in the room had no dedicated switch, which was a minor inconvenience.

We shared these points of feedback via email when the hotel management reached out to us for a post-check-in experience review. To our surprise and delight, they responded promptly and generously upgraded our room for the remainder of our stay—a gesture we greatly appreciated and did not expect.

The hotel’s recreational facilities were a standout. The pool was impressively sized, both in depth and length, and was shared with the fitness center, which was spacious and equipped with high-quality machines and equipment. We were particularly impressed by the thoughtful touches: complimentary SPF 50+ sunscreen, infused water, and towels at the pool, as well as fresh towels and bottled mineral water provided in the gym. Both facilities were immaculately maintained, and the staff throughout were consistently friendly and attentive.

Breakfast was served on the ground floor in a large, bright space with a wide variety of selections. We were especially pleased to find non-halal options such as pork bacon, which we enjoyed immensely. The Executive Lounge, although not offering an extensive spread, had decent selections and remained a comfortable spot for evening drinks and light bites. What truly made our stay exceptional, however, was the service from the lounge team—particularly two standout individuals: Kezia and Krisna. On our first day, despite clearly looking exhausted, Kezia delivered impeccable service with a genuine smile. Krisna, with his friendly demeanor and flair for crafting excellent Mojitos, was also a highlight. Both made a remarkable effort to remember our preferred drinks, making us feel recognized and genuinely valued as guests.

That said, the lounge experience did shift somewhat over the weekend. Due to a promotional weekend deal for rooms with lounge access (reportedly at half the regular price we paid), the space became overcrowded. At one point, some guests couldn’t find seating, and the atmosphere felt more chaotic than refined, with children running and shouting freely. While the staff remained warm and courteous, they were visibly stretched, and certain service requests—such as water—were delayed. I personally had to follow up three times before receiving mine. Though it wasn’t a major issue, it did diminish the sense of exclusivity typically associated with a VIP lounge.

Overall, our stay at The Ritz was wonderful. The facilities are excellent, the service is heartfelt, and the hospitality—particularly from Kezia and Krisna—made it unforgettable. We would certainly return in the future, though perhaps avoiding the weekends to maintain that calm, premium experience we enjoyed during...