Grand Aston City Hall, Medan, Indonesia
Overall Rating: POOR
Reviewed December 30, 2014
Stayed October 2014
Traveled on business
Reviewed December 30, 2014
Stayed October 2014
Traveled on business
This is my second time stayed in this hotel and again the event organizer booked this hotel for me. Usually for the 5-star hotel, my data and information would have already in the system for the second visit. But the girl in the front desk apologized and told me that my name is booked as the first visit and asked my data again. It was not a big deal so I gave it a rest.
I had an afternoon free since my work would start next day, then I decided to cool myself in the pool. The day was still hot and the pool was empty. I reported to the pool attendant and informed him the room I stayed in and got myself a towel. The unpleasant surprise came while I was already in the pool enjoying myself, when he approached to me in hurry and asked in not a good tone whether it was true that I was a registered guest in that hotel, since only hotel guests allowed to use the pool facility. He treated me with his gesture and voice tone like I was a trespasser. I was angry and told him to check it in the hotel manifest at the front desk. He argued that he already checked the system in the computer near the pool and my name was not listed. I was angry and ready to leave the pool to address huge complain to management when he finally let me stayed and willing to do the recheck.
I lost my mood and only swam for 30 minutes. When I entered the shower room, there was a man working on the broken plumbing. I was going to take shower so I asked him to leave for a while. He did not want to leave and told me that he had to finish his work. He only left the room only until I raised my voice and told him that I need a private moment to change and to take shower only for about 5 to 10 minutes! Gosh! What was wrong with these stubborn hotel staffs?
After I finished I could not find the guy who was working on the shower room, and I thought it was none of my business. I tried to look for the other staff who accused me as trespasser earlier and found him still working on his computer in the bar by the pool. I asked him the update about my status. To my other surprise, he told me like nothing was wrong that my name finally showed up and just said light sorry. I didn't want to waste my time any longer and left the pool area.
In the room I picked the phone and asked the operator to give me the hotel manager since I wanted to address huge complain. He put me in the hold for a while and then told me that the hotel manager was still in the meeting and will contact me as soon as he could. In about 1 hour the hotel manager called me in the room and I told him what I had experienced the whole afternoon and addressed my complains to him. He apologized and later that night while I was out for dinner he texted me and asked to meet me after I get back. When I got back to my room I texted him back and less than 5 minutes he showed up with big chocolate cake to say that the hotel was apologized.
OK, the chocolate cake was a good service recovery, but still this hotel need to improve A LOT! First in the computer system, and far more important to the HOTEL STAFFS ATTITUDES. If it was not because of the service recovery, I would had given the rate as 'TERRIBLE'.
I had an afternoon free since my work would start next day, then I decided to cool myself in the pool. The day was still hot and the pool was empty. I reported to the pool attendant and informed him the room I stayed in and got myself a towel. The unpleasant surprise came while I was already in the pool enjoying myself, when he approached to me in hurry and asked in not a good tone whether it was true that I was a registered guest in that hotel, since only hotel guests allowed to use the pool facility. He treated me with his gesture and voice tone like I was a trespasser. I was angry and told him to check it in the hotel manifest at the front desk. He argued that he already checked the system in the computer near the pool and my name was not listed. I was angry and ready to leave the pool to address huge complain to management when he finally let me stayed and willing to do the recheck.
I lost my mood and only swam for 30 minutes. When I entered the shower room, there was a man working on the broken plumbing. I was going to take shower so I asked him to leave for a while. He did not want to leave and told me that he had to finish his work. He only left the room only until I raised my voice and told him that I need a private moment to change and to take shower only for about 5 to 10 minutes! Gosh! What was wrong with these stubborn hotel staffs?
After I finished I could not find the guy who was working on the shower room, and I thought it was none of my business. I tried to look for the other staff who accused me as trespasser earlier and found him still working on his computer in the bar by the pool. I asked him the update about my status. To my other surprise, he told me like nothing was wrong that my name finally showed up and just said light sorry. I didn't want to waste my time any longer and left the pool area.
In the room I picked the phone and asked the operator to give me the hotel manager since I wanted to address huge complain. He put me in the hold for a while and then told me that the hotel manager was still in the meeting and will contact me as soon as he could. In about 1 hour the hotel manager called me in the room and I told him what I had experienced the whole afternoon and addressed my complains to him. He apologized and later that night while I was out for dinner he texted me and asked to meet me after I get back. When I got back to my room I texted him back and less than 5 minutes he showed up with big chocolate cake to say that the hotel was apologized.
OK, the chocolate cake was a good service recovery, but still this hotel need to improve A LOT! First in the computer system, and far more important to the HOTEL STAFFS ATTITUDES. If it was not because of the service recovery, I would had given the rate as 'TERRIBLE'.
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