Fairmont Jakarta — Restaurant in Jakarta

When we received the pre-arrival email, we still felt everything would be fine and acceptable, even though our smoking room request wasn't fulfilled for free.

Upon arrival at Reception, the staff at ALL member line was very friendly and helpful - Rara or Mala was her name, sorry I don't remember exactly. She was clearly well-trained in welcoming guests - very nice. We had to wait 30 minutes as the room was being prepared, which was still fine for us considering the high occupancy due to the hotel's proximity to GBK, which was hosting a Dewa 19 concert that evening.

While we enjoyed our welcome drink at Sapori on the 3rd floor, Pratiwi from Royal Service Reservation politely messaged us on WA to inform us our room was ready, so we went up. There was also a nice and sincere female staff at Sapori. I don’t remember her name, but she provided great, simple service Spacious room, neat and clean, complete with all facilities and supplies - very well done for the room, we initially thought.

At 5 PM we went to K22 for evening cocktails. The female staff at K22 was well-informed about the menu. Again I forgot her name, so sorry. Surprisingly, there were only beverages - no snacks like canapés or other small bites, this became our FIRST note. This was different from our experience at Pullman, which provided them and always refilled. We then ordered several dishes, returned to our room to prepare for the concert and came back to K22 at 6 PM to drop off my son who wanted to eat there since he wasn’t joining us for the concert.

At 11 PM we returned to our room and there was welcome fruit on the table. Oh yes, I just realized that when we arrived at the room, there were no welcome amenities - no cake, card/letter, (possibly) chocolate or fruit that I usually always receive in my room upon check in, whether at Pullman, Mercure or even Ibis... this became our SECOND note during this stay.

When it came time to freshen up in the bathroom, the tissue box only contained 1 sheet of tissue. I asked my son, "What did you use all the tissues for ?" and was told he didn't use any tissue at all. This was true because when I checked the dustbin, there were no used tissues there. A large comfortable suite room, yet simple things like tissue weren't refilled. I had to wait for an attendant to deliver a tissue box. This became our THIRD note.

Good morning everyone, breakfast time... yippee ! Well-arranged seating as we were escorted by the greeter, coffee for me and drinks for my family all tasted good. This is where our FOURTH note began, when my wife and I asked each other if there was salmon because we were looking for it and couldn't find it. Really, a hotel of Fairmont's caliber doesn't have salmon at their breakfast buffet ? There were waffles but no maple syrup ? Sushi with only 1 variety and I had to wait about 10 minutes while it was being made in front of me ? I didn't note other complaints from my wife about breakfast, but oh well... we could enjoy other menu items that tasted very ordinary. The only difference from breakfast at Ibis was the variety of food, about the taste..it's the same. Fortunately, the healthy juice somewhat covered our breakfast disappointment at that time.

Oh yes... last question, the way we dressed at the breakfast venue showed that we respected Fairmont's luxury, same as when we had breakfast at Raffles, but we saw many people eating while wearing only shorts pants and slippers. Is that allowed ? Don't worry, this won't become our fifth note...just a question that needs answer.

That's all the feedback from me, I used to stay here because I felt valued, but lately the service feels different. I hope the hotel pays more attention because consistency is what keeps guests coming back. Do not lower your standard to fit the moment, uphold it to define the experience. A true standard is not negotiable, once lowered...it's no...

Review of My Stay at Fairmont Jakarta – Suite Room (September 27)||I stayed at Fairmont Jakarta on September 27 in a Suite Room. Unfortunately, my experience this time was far from what I expected at a hotel of Fairmont’s caliber.||Prior to my arrival, I had made a special request for a personalized greeting. However, upon check-in, there was no greeting in the room, nor was there the usual welcome snack that is typically provided for Gold members. After I raised a complaint, two staff members came to my room, explaining that they did not have the chance to prepare the decoration because I had already checked in. In my opinion, this wasn't because I checked in "too early," considering I checked in at 3 PM (a normal time, not an early check-in), but rather due to a lack of preparation and attention to my request. Nevertheless, I appreciated that they offered to do the decoration later at a time convenient for me.||The most disappointing thing happend, however, occurred when I was taking a shower and a hotel staff member entered my room without permission. At that time, I was in the shower with a transparent glass door, which made the situation extremely uncomfortable. I did not hear the doorbell at all, simply because I was in the shower.||After I complained, the Duty Manager (Darryl) came to my room and apologized. He explained that the staff member intended to deliver fruit to the room. Because I had not displayed the privacy sign and did not answer the bell after three knocks, the staff member entered directly according to the SOP|||I was deeply disappointed by this explanation. In my experience with other hotels, if a guest does not respond to the doorbell, staff usually call the room phone to ensure the guest’s availability—especially when no room service has been ordered. In my case, there had been no prior notification that someone would be delivering fruit. For me, entering a guest’s room without permission is a violation of both privacy and hospitality etiquette. It is even more concerning that this happened while I was in such a private and vulnerable situation as taking a shower. This left me feeling uncomfortable and extremely dissatisfied.||I strongly hope that Fairmont Jakarta management will review its SOP and procedures so that such incidents will not be repeated. Even if a guest does not put up a privacy sign, it still does not mean the hotel has the right to enter the room without prior confirmation. I will understand if this happened around the time I was supposed to check out and the staffs can entered the room tho.||It's truly a shame, as I had actually planned to stay again the following week to celebrate my anniversary with my husband at Fairmont . However, this experience is my biggest disappointment with the Fairmont Jakarta. While I appreciate Darryl’s concern and apology, but it cannot erase the feeling of trauma and disappointment from this stay.||Sorry Fairmont, you should go check, review and fix your SOP...

Overall Experience: We had a pleasant and relaxing stay overall. The hotel’s location is excellent, convenient, central, and very accessible. The Executive Lounge was truly the highlight of our visit. The ambiance there was warm and refined, with wonderful service from the lounge staff who were consistently attentive and genuinely friendly. The food selection was delicious and varied, from breakfast to evening cocktails, and we truly appreciated the quality, presentation, and hospitality. It was a perfect place to unwind and made us feel well taken care of.

Room & Comfort: We stayed in a suite, which was very spacious and well-appointed in layout. The cleanliness was acceptable, and the amenities were complete. However, the bed condition was extremely disappointing. The mattress was clearly worn out and visibly sagging in the middle, you could actually see the dip where people typically sleep, showing years of use without replacement. It made sleeping very uncomfortable, as both my wife and I woke up with back and shoulder pain. For a five-star suite experience, this was simply unacceptable. The most fundamental expectation of any hotel stay, a comfortable bed, was not met, which unfortunately ruined what could have been an enjoyable stay.

Interior & Maintenance: While the suite’s size was generous, the interior design and furniture showed obvious signs of age and fatigue. The carpet, sofa, and even some fixtures appeared outdated and worn. A soft refurbishment would make a significant difference, as the current condition does not reflect the luxury standard associated with the brand or the room category.

Staff & Service: On a positive note, the service quality throughout the property was excellent. Every staff member we encountered, from front office to lounge and housekeeping, demonstrated professionalism, warmth, and genuine care. The hospitality and attentiveness of the team were among the best aspects of our stay and deserve to be recognized.

Bottom Line: This stay, unfortunately, ranks as the worst suite experience I have ever had in any five-star hotel. The condition of the bed was completely unacceptable for a property of this level and price point. A bed is the most essential part of a hotel room, and it should never be neglected. Despite the outstanding lounge and service, the poor sleeping comfort overshadowed everything else. I sincerely hope the management takes this feedback seriously and prioritizes mattress replacement and room refurbishment as soon as possible. Only then will the property truly deliver the five-star experience...