Emerald Garden Hotel, Medan, Indonesia
 | Overall Rating: Terrible Stayed May 2016 Traveled on business |
When I write this, the hotel management has already sent me a sorry note to address their apology and as the sign that they will improve. But they failed to give the excellent service quality because there were no service recovery. Nonetheless, in my humble opinion, the public needs to know.
I have experienced the issue that needed every level in the management’s attention. I stayed in room 630 and I found live cockroach in my room and in the bath room (I have pictures, but I decided not to uploaded to TripAdvisor website). The on in my room was crawling on the wall and on the bedside table like it tried to look for food or something. The size was medium, so I believe it’s not full grown one and usually they exist in a platoon, which only mean one thing: they were plenty of them. The other one was crawling in the bathroom wall sticking out its head and antena from the gap between the shower know and the wall which was a bit loose. This one is full grown cockroach, so I believe that that was the parent.
I address this complain upon check out. I asked to meet the MOD that morning. But even after I waited and finally left the hotel, not even single officer showed up. Not until I wrote my complain note on the hotel receipt and signed it, a lady showed up and said sorry to make me waiting. The management has finally read my note and sent me an email as their apology. But it was a simple sorry, nothing more. However, I hope they really did something significant to make sure that this hotel is free from pest.
Beside the cockroach incident, this hotel is standard 4-star hotel, with reguler breakfast. They also failed to separate the space between smokers and nonsmokers section in the restaurant to the point that even when you’re sitting on the non-smoking section, you still breathe the toxic air of cigarette smoke! So… Nothing special about this hotel.
Click here for original comment on TripAdvisor website
I have experienced the issue that needed every level in the management’s attention. I stayed in room 630 and I found live cockroach in my room and in the bath room (I have pictures, but I decided not to uploaded to TripAdvisor website). The on in my room was crawling on the wall and on the bedside table like it tried to look for food or something. The size was medium, so I believe it’s not full grown one and usually they exist in a platoon, which only mean one thing: they were plenty of them. The other one was crawling in the bathroom wall sticking out its head and antena from the gap between the shower know and the wall which was a bit loose. This one is full grown cockroach, so I believe that that was the parent.
I address this complain upon check out. I asked to meet the MOD that morning. But even after I waited and finally left the hotel, not even single officer showed up. Not until I wrote my complain note on the hotel receipt and signed it, a lady showed up and said sorry to make me waiting. The management has finally read my note and sent me an email as their apology. But it was a simple sorry, nothing more. However, I hope they really did something significant to make sure that this hotel is free from pest.
Beside the cockroach incident, this hotel is standard 4-star hotel, with reguler breakfast. They also failed to separate the space between smokers and nonsmokers section in the restaurant to the point that even when you’re sitting on the non-smoking section, you still breathe the toxic air of cigarette smoke! So… Nothing special about this hotel.
Click here for original comment on TripAdvisor website
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