Pullman Ciawi Vimala Hills Hotel — Hotel in Megamendung

The service was very poor. Asked for 2 extra towels and it took 1 hour to deliver them. Not to mention, had the dispute about the accor membership I used for the booking before the check in. First they let me check in successfully after I gave them the necessary booking number and ID card at 10 AM, and was told to wait for the room to be ready around 3 PM. At around 2 PM I went back to the reception to check whether the room was ready, they asked for my ID card again and they caught me using different ID from the accor membership (the membership was my friend’s). The staff name was kattyela, she said she needed to report this finding to her manager, even tho I pleaded her not to, because the check in was already done at 10am in the morning anyway, and there were no dispute in the first place. But I assume she is a woman of virtue so she had to report it. The manager then came and spoke to me that he could only give me the room rate without breakfast. They took out the two free breakfast from my room rate. And I ended up complied paying for the two extra breakfast around IDR 570.000. If I had been told about this at 10pm, I would have probably looked at other hotels to stay in. But it was already 2pm and my toddler was already tired and I had no choice but to comply with them. Because it was their mistake for letting me check in at 10pm without any problem hence being too late to look at other hotels to stay, therefore I begged for a mercy asking for the free breakfast to still be given, but Farrel (the manager) told me that it would be to no avail because in the morning I would be rejected by the breakfast restaurant because they will ask for ID card. NEVER IN MY ENTIRE LIFE WAS I ASKED FOR MY ID CARD WHEN ENTERING RESTO FOR BREAKFAST AT ANY HOTEL WHEREVER PART OF THE WORLD I WENT TO. In the morning I went to the restaurant for breakfast, they didnt check anything regarding identity. IT’S A SHAME THE STAFF AND MANAGER AT 5 STAR HOTEL HAD TO LIE TO BACK THEIR ARGUMENTS. Never ever I would spend a night again at your hotel. Not to mention the room was dirty and there was a died cockroach on the...

I am writing to express my deep disappointment and frustration regarding my recent experience with your hotel. I had made a reservation with Pullman, which was unexpectedly canceled despite our attempts to provide the requested downpayment.

Your team repeatedly contacted us via WhatsApp, requesting our credit card information. As you may understand, sharing such sensitive details over an unsecured platform is not only a breach of confidentiality but also raises serious concerns given the increasing prevalence of fraud and scams. Despite these concerns, and against our better judgment, my assistant provided the card details as requested, yet our reservation was still canceled.

This situation is unacceptable. We trusted Pullman to handle our booking with professionalism and security, but this experience has left us feeling uneasy and dissatisfied. The cancellation of our reservation without proper notice or reason is not reflective of the standard of service we expect from a reputable hotel like Pullman.

I kindly request an immediate explanation of why our reservation was canceled despite fulfilling the payment request, and what steps your hotel will take to rectify this situation. We would also appreciate knowing what measures you plan to implement to ensure that such a situation does not occur again in the future.

I look forward to your...

The hotel location and facilities is good and spacious. Free shuttle to go around. Recreation from swimming pools, game rooms, ping pong, bike, soccer game, videogame, pond, garden all nice and spacious.

Room is big size, clean, with garden view, balcony and spacious comfortable bed.

Free outdoor photos is extra bonus.

Breakfast spread is good, queuing is unavoidable during peak breakfast time.

Unfortunetly using Accorplus Membership in this hotel from booking to check out give you no added/ good service, but unpleasant experience. Calling and confirming ahead also does not help. Even the check in online thru application still require you to queue and wait for the room until few hours. What stated in accorplus membership and Pullman ciawi can differ even after we confirm several time by phone and in person in the lobby. Breakfast time also unpleasant experience with accorplus breakfast voucher.

Thanks to Janine the pic of the hotel who try to communicate with us regarding the email of confirmation and our member benefits that we suppose to get. Communication in house regarding the membership benefit is confusing.

From all around Accorplus hotels using their membership, this first time experience with Pullman Ciawi sadly unpleasant experience for us.

Hopefully they will improve their service for people like us who are using...