Hilton Bandung, Indonesia
Overall Rating: AVERAGE
Reviewed October 15, 2015
Stayed October 2015
Traveled with family
Reviewed October 15, 2015
Stayed October 2015
Traveled with family
I'll talk about the breakfast later, because I want to tell about reservation experience that I had when I booked for this hotel.
I worked in the radio station that runs Hilton Bandung commercial. Because the radio gave the discount, Hilton Bandung gave some room vouchers in return. It is actually win-win solution, and you can imagine that this voucher is somewhat different than other promotion vouchers that Hilton Bandung gave away. There is some economic value in this voucher and surely it is not a free voucher.
My family and I decided to give a try using this voucher to stay one night in this hotel. I did my reservation by phone. At first when I told the reservation officer (Mr. R) my intention, I can 'hear' the smile in his face and he confirmed that the room was still available. But when I mention that I'm using the voucher, he starting to get quirky and raising his voice as he was unpleasant giving his service to me, and later told me that the room is not available for voucher users. The phone was hanged up for couple of times, I cannot elude to think that it was intended. On my third call, I asked to him to pass me through to his superior instead, but he told me that she was not present at the office, yet. I asked him how many room available at the weekends for voucher users, and he answered 4 rooms for each weekends. I explain to him that my voucher was not a free voucher and Hilton should differentiate it from reguler free vouchers. Bu he didn’t say anything, and I don’t blame him since this is not his decision to make. But his voice getting higher and higher each time I asked him to find the empty slot for weekends. Not to mention he was insist that I have to do my booking at least 1 month before departure, when it says in the voucher “reservation must be made at least one month prior to departure”. His understanding against mine. I was insist what it meant was no more than one month from expected departure time the reservation shall be made. When he was insist that I got it all wrong. There I had it and was ready to burst to the point that I finally hang up the phone.
Later I called the operator to put me directly to Mr. R superior (Ms. Echi). But since she was still unavailable, I leave the note that I wish to get her call when she became available. She called me about 1.5 hour later and apologized. She told me that Mr. R understanding about terms and condition was wrong and I shall make my booking at least one month before my departure, as I understand. She also apologize about the condition that this Radio Station’s vouchers are treated the same with other free vouchers and promised to sort things out between two parties. And finally she told me that the room was available after all. So there was, I spent one night in this hotel with my family.
Good thing that Ms. Echi apologized and giving the service recovery that I entitled to. Otherwise I would have given this hotel even lower rating for my visit. But I mentioned to her that Hilton Hotel Bandung still have a lot of training to be done for its first liners especially how to treat their guests and costumers.
Now… the fun parts… the best thing about this hotel is the breakfast. The breakfast was awesome. So complete they even have homemade ice cream and kids’ corner. Too bad I didn’t experienced the sushi bar, because many people told that it was also outstanding. When I stayed here, the sushi bar was not in service. The second best thing is the room. Spacious, huge beds (I stayed in the room with twin queen size beds), and the pool view was nice. You even get the bonus of airplanes taking off and landing at the Bandung Intl. Airport (if you like planes like me and my son :).
But the pool is located on the 6th floor with two sides of the pool was on the side of the hotel tower. This is the very good recipe for windy pool. The cold water pool, with windy condition, makes swimming when the sun already setting down is not so good, considering Bandung is cool climate city.
Room Tip: Choose the pool view and you'll get extra view of plans taking off and landing from Bandung Int. Airport.
I worked in the radio station that runs Hilton Bandung commercial. Because the radio gave the discount, Hilton Bandung gave some room vouchers in return. It is actually win-win solution, and you can imagine that this voucher is somewhat different than other promotion vouchers that Hilton Bandung gave away. There is some economic value in this voucher and surely it is not a free voucher.
My family and I decided to give a try using this voucher to stay one night in this hotel. I did my reservation by phone. At first when I told the reservation officer (Mr. R) my intention, I can 'hear' the smile in his face and he confirmed that the room was still available. But when I mention that I'm using the voucher, he starting to get quirky and raising his voice as he was unpleasant giving his service to me, and later told me that the room is not available for voucher users. The phone was hanged up for couple of times, I cannot elude to think that it was intended. On my third call, I asked to him to pass me through to his superior instead, but he told me that she was not present at the office, yet. I asked him how many room available at the weekends for voucher users, and he answered 4 rooms for each weekends. I explain to him that my voucher was not a free voucher and Hilton should differentiate it from reguler free vouchers. Bu he didn’t say anything, and I don’t blame him since this is not his decision to make. But his voice getting higher and higher each time I asked him to find the empty slot for weekends. Not to mention he was insist that I have to do my booking at least 1 month before departure, when it says in the voucher “reservation must be made at least one month prior to departure”. His understanding against mine. I was insist what it meant was no more than one month from expected departure time the reservation shall be made. When he was insist that I got it all wrong. There I had it and was ready to burst to the point that I finally hang up the phone.
Later I called the operator to put me directly to Mr. R superior (Ms. Echi). But since she was still unavailable, I leave the note that I wish to get her call when she became available. She called me about 1.5 hour later and apologized. She told me that Mr. R understanding about terms and condition was wrong and I shall make my booking at least one month before my departure, as I understand. She also apologize about the condition that this Radio Station’s vouchers are treated the same with other free vouchers and promised to sort things out between two parties. And finally she told me that the room was available after all. So there was, I spent one night in this hotel with my family.
Good thing that Ms. Echi apologized and giving the service recovery that I entitled to. Otherwise I would have given this hotel even lower rating for my visit. But I mentioned to her that Hilton Hotel Bandung still have a lot of training to be done for its first liners especially how to treat their guests and costumers.
Now… the fun parts… the best thing about this hotel is the breakfast. The breakfast was awesome. So complete they even have homemade ice cream and kids’ corner. Too bad I didn’t experienced the sushi bar, because many people told that it was also outstanding. When I stayed here, the sushi bar was not in service. The second best thing is the room. Spacious, huge beds (I stayed in the room with twin queen size beds), and the pool view was nice. You even get the bonus of airplanes taking off and landing at the Bandung Intl. Airport (if you like planes like me and my son :).
But the pool is located on the 6th floor with two sides of the pool was on the side of the hotel tower. This is the very good recipe for windy pool. The cold water pool, with windy condition, makes swimming when the sun already setting down is not so good, considering Bandung is cool climate city.
Room Tip: Choose the pool view and you'll get extra view of plans taking off and landing from Bandung Int. Airport.
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