"The hotel has a very good potential. It is located on a prime spot, has good quality beds and the overall state is good.
It represents itself as a 5 star resort and charges accordingly. Food and drink prices are like what you pay in major European cities like Amsterdam, Paris, Madrid or Rome (eg €55 for a simple bottle of wine and € 10,- for a beer and yes, that is including the mandatory 20% service charge they charge you and the GST). Which is on average 3x more expensive than what you pay in other hotels in TukTuk.
If the quality would be also 3x better that would be somewhat OK, however the food quality was the worst we had in Indonesia (which generally is very good).
We have made our complaints to the manager and it was handled ok-ish. Let's see if the hotel implements the things that were promised:
1) the advertised room size will be updated to reflect reality (the 33m2 for a deluxe actually is 28m3 including balcony)
2) the staff will be trained to do better at hospitality (eg carrying the suitcase, inform better what can be expected on arrival, welcome drink, not use loud Porto phones in the evening, clean the hallway when they notice empty plates from room service and not let that stay for 16 hours)
3) more attention will be given to food quality, breakfast will not have the fruits with mold, and banh mi will be tested on quality because of food poisoning complaint).
4) complaints will be handled more clearly."
