I’m honestly very disappointed with my recent stay at this hotel. I am a frequent guest and have stayed here quite often because I genuinely like the hospitality. Most of the reception staff have always been friendly, helpful, and welcoming.
Unfortunately, this time my experience was very different because of one particular receptionist.
I had requested a late check-out, as I had done during my previous stays. Previously, the hotel kindly allowed me to check out until around 1:00 PM, which I really appreciated. This time, my late check-out was again approved until 1:00 PM, and i have requested bellboy to come to my room at around 1:00 PM aswell to assist me with my luggage. However, the bellboy only arrived around 1:05–1:07 PM. I handed over my luggage and immediately went to the restroom before going down to the lobby. Due to the lift and the lobby being quite busy with other guests, I reached the reception and returned my room key/card at approximately 1:20 PM.
To my surprise, the receptionist suddenly informed me that I had to pay an additional Rp150,000 for late check-out. I tried to explain that I had already requested the bellboy at 1:00 PM and that the bellboy himself arrived several minutes later. From the time my luggage was collected, it only took me around 10 minutes to reach the lobby.
What I found particularly unreasonable was the way the receptionist spoke to me. Instead of politely explaining the hotel’s policy, I felt as though I was being treated as if I had deliberately refused to check out on time.
If the hotel expects guests to physically hand over the room key at exactly 1:00 PM, then how is a guest supposed to manage their luggage? Am I expected to leave my luggage inside the room, go down to the lobby at exactly 1:00 PM, and somehow wait for the bellboy to arrive later? I had already requested the bellboy at 1:00 PM, so I had done my part to check out on time.
I would have understood and been willing to pay if I had intentionally stayed beyond the agreed check-out time. However, in this situation, I had already requested assistance at 1:00 PM and was waiting for the hotel staff to collect my luggage.
I would strongly encourage management to review the CCTV footage and verify the actual timing:
* What time did I request the bellboy?
* What time did the bellboy arrive at my room?
* What time did I was in lobby
The CCTV should provide a clear answer as to whether the bellboy arrived on time and whether I intentionally delayed my check-out.
As a frequent customer, I expected much better communication and understanding, especially because I have stayed at this hotel many times and have always appreciated the hospitality.
I hope management will take this complaint seriously, review the CCTV and the circumstances of the Rp150,000 charge, and clarify the hotel’s late check-out policy so that guests are not unexpectedly charged in situations like this.
I’m sharing this feedback because I genuinely like this hotel and have chosen to stay here repeatedly. I hope management will address this matter professionally and ensure that future guests receive the same warmth, courtesy, and professionalism that I experienced during my previous stays.
