Tarumanagara University

I stayed at this hotel with my partner for three nights, and unfortunately, our experience was very disappointing. First of all, despite my Gold status and VIP access from HOTELS.com, the hotel refused any upgrade, claiming that only ACCOR chain “corporate” members are entitled to this privilege, even though suites were available. I sent several messages to HOTELS.com and to the hotel chain, as my Gold status clearly grants me an upgrade when a room is available. This policy had been confirmed to me, yet the hotel still refused. I am also disappointed with HOTELS.com, which did not respond adequately to my requests to resolve this issue. We were initially placed in a very noisy room and requested a quieter one. The room offered was a connecting room. Between the first and second night, loud construction work began, making our stay extremely uncomfortable. Between the second and third night, a strong paint smell forced us to change rooms a second time. Other issues added to this poor experience: - Coffee machine not working, with long delays before it was fixed - Television not connected (photographic proof provided) - Room service: food arrived cold Overall, this is far from the experience one expects from a 5-star hotel. After staying in many hotels of this category, this is the first time I have encountered such poor service. I do not recommend this hotel and hope management will take measures to improve the quality of its services.

Beautiful facilities and rooms Friendly and helpful staff