1 Inke Kusumastuti - 4 months ago
I arrived at this place at around 20.30 tonight with the intention to stay after making my reservation via booking.com a few days before. The lobby is located on the second floor with only stairs visible to access it. A security guard was visible sitting while playing with his phone in the terrace of second floor, but didn't seem to bother offering any help with my kinda-heavy suitcase during my time going up through the stairs nor showing where exactly the lobby was. He only then responded after I asked.
Next, I went to the receptionist to manage my stay, only to be told that my stay had been cancelled by the system/app/booking.com. I didn't remember cancelling my stay, so I rechecked my app and emails if I might have accidently cancelled it or if I might have been notified about the cancellation but I missed the notification. I didn't find anything about the cancellation on my part, so I asked the receptionist again if there might be anything to do about it but the receptionist simply kept saying that it was the system, not the pavillion's problem, so she suggested me to call the app (Booking.com) CS. She didn't offer any other explanation for the situation nor alternatives to manage that, let alone any consolation for the misfortune, so then I decided to just go to another place.
Later on, I contacted booking.com customer service to inquire about this. They said that my reservation was still active and the problem is within the property's system, not theirs.
Until now, I still don't know exactly why it happened but what's surprisingly striking for me about this is the ignorance demonstrated by the staffs. I've been to various properties to stay for holidays or business trips. Not 100% staffs were friendly, but they were always helpful, they cared enough to give directions about my stay, and they still greeted me nicely during my stay. None of those qualities I found in this property, sadly.
