broadwayboy

Employees should be trained to handle this better. I hope management reads this sort of comments and act accordingly.

quirrow

As some of those who have stayed at the hotel have mentioned, the hotel has a lack of facilities and definitely not much of a view especially when compared to the Grand Hyatt, Kempinski HI, and the MO. But the hotel has a boutique-hotel feel with very well designed rooms.

The service with butlers and all feels like a St Regis, and this hotel could easily be a PH if they had been managed by Hyatt. During my stay there was also name cards personalized for the guests which was a nice touch. As SPG Plat, I also got complimentary minibar (non-alcohol). I think the butlers also provide complimentary clothes pressing (not sure if it is a plat benefit or was some special room package).

Indeed prices have gone down to about US$260-270 which is slightly lower than Kempinski (~US$300). For next week, I was considering this or the Grand Hyatt, and noticed that the GH was asking US$350. Makes it easier on where to stay. Located within the same commercial complex as the GH, and the hotel should be owned by the same owner.

For those keen to see photos, I posted about the hotel stay in a trip report below:
Keraton at the Plaza

IluvSQ

Further to my last stay, I would emphasize again that staff went out of their way several times to point out that I was on a free points stay.

Now, the good: While I was having evening cocktails the first night, a manager came
to apologize for not giving me suite when I checked in, and offering to switch me to one then. I declined, since I was already settled in, and the room was large enough
for 1 person.

The bad: I asked him about Plat benefits that I had read about here on FT. He said yes,
I was entitled to free mini-bar soft drinks, 1 hour with a personal trainer, evening cocktails and dinner. I asked why no-one had told me about it, he said my butler should have done so. I suggested a written card or letter as other properties do outlining the benefits - fell on blank ears.

The next morning, I went into the shower, and could not turn it on. Now, I am no
stranger to hotels, and varied plumbing. There were 3 levers, top one controlled the
rain shower head, bottom one controlled the hand shower head, and the middle one
was for temperature. There was even a little diagram indicating the above.
Well I tried turning all 3, nothing happened. I tried to push each lever, pull each lever-
no water. So I called for help. The butler showed me that you had to turn 2 of the 3
levers simultaneously to start the water flowing. Well, how is one supposed to know that? He said the butler who showed me to the room should have done so.

That night, I had to print a document from the internet, then fax it. Business
centre was unmanned, front desk was very grudgingly helpful in showing me where
the printer was, then abandoned me. I brought the printed sheet to the front desk, asked them to fax it, and all they were concerned about was charging me for it.
No rush to do the actual faxing. Original was never returned to me.

The next morning I went out for business all day, returning around 8:00 PM.
My key didn't work. I went back to the desk, they checked and found my second night's reservation, and re-activated the key. However, when I checked in the day before, on
3 separate occasions they stated my reservation was for one night. Each time I corrected them and told them I was staying for 2 nights on 2 separate reservations.
Obviously it did not click.

Phsically, this is a nice hotel, and rooms are well better than average.
But on the soft side, I found this hotel more at a 4 Points level rather than a Luxury
Collection. It may be that they are new, and staff needs more training.
I think they should bring Richard Chapman in for a few months and have him teach
the staff what service means.

camsean

On deaf ears even

IluvSQ

Yes, that's what happens when one is exhausted, busy, and jet-lagged.

nazca8

I'm going back to this property next week on cash & points. I had a great time there last year. Let's see how many times they'll mention that I"m on C&P. I hope to use the pool too this time, assuming the water isn't too cold.

nazca8

Just had another good experience staying at the Keraton in Jakarta. I used C&P for a one night stay, checked in at 2pm and was upgraded to a junior suite again this time. During check in, they did mentioned once that I was using C&P for the stay and thanked me for being a valuable Plat SPG member. Throughout my stay, never again did any of them mentioned anything about my using the C&P for my stay. As for the Plat benefits, unlike last year, this time I received an email from the Director of Room that list all of Plat benefits and other useful info. Just like last year, they asked me what time I would like to check out the following day as they allow really late checkout time (I checked out at 7pm last year); so I asked for a 4pm checkout time. I received a business card from the head butler that list all of his contact information, including Blackberry’s BBM PIN info and Whatsapp number (more on that later). Some of the plat benefit seems to be new and below are some of them that I remembered,
-Club access to the Bengawan restaurant on the 7th floor between 5pm-10pm, where you can order almost anything from the a la cart menu and unlimited drinks (didn’t ask about alcohol though). My wife and I choose a couple desert menu and coffee drinks; no charge.
-Option for points, local amenities or free breakfast for two. I chose free breakfast of course and it did not disappoint. The breakfast buffet selection at Keraton is one of the best I’ve experienced.
-Complementary checkout time. While I thought I’d only need ‘til 4pm to checkout, plan changes and I won’t be back at the hotel until after 5pm. So I contacted the butler via Blackberry BBM and they responded within minutes. I explain my situation and requested a 6pm checkout time. Within minutes, they BBM me back to tell me that it has been taken care off and my new checkout time is 6pm.
-Complementary 1 hour personal trainer service at their gym. We didn’t get to use this.

While it’s only an overnight stay, I was able to meet up a few old friends at the Plaza Indonesia; which is connected to this property. I can tell you that the swimming pool water seems to be warmer than the last time we were here (it was on the cold side then), but it’s still not a very comfortable place to swim. I know my kids would’ve enjoyed this pool, but a different story for adults. My wife did use the fitness room and was very happy with the equipment and service there. The room is in very good condition (except for the wall covering) and housekeeping service was excellent. Overall, another good experience at this property for us. Would definitely come back again the next time we’re in Jakarta.

zzap

I also had an excellent experience at the Keraton just last week. Booked an Executive Grand Deluxe and attempted to check in at 11 a.m. They offered to give me the Executive Grand Deluxe immediately or come back in a few hours to receive a Junior Suite. I came back in a few hours and was escorted to my room for "check in", and found my bags already in the suite, a letter from the butler welcoming me to the hotel as well as her business card, and a letter from the GM thanking me for being a valuable Plat SPG member and outlining the benefits & amenities on offer.

I received the same Platinum benefits as nazca8 mentioned above. As I was using a corporate rate which already included breakfast, I received the 500 bonus Starpoints. The included two item pressing and complimentary shoe shine was also utilised on my stay.

What I enjoyed:

• Email a few days before my arrival asking to list things I enjoy (type of pillow, music, drinks, etc.) to find they had organised an iced lemon tea for me as I mentioned it as one of my favs!
• Upgrade to suite on arrival
• Jackfruit platter cut up in my room awaiting my arrival
• Personalised welcome from both butler & GM
• All of the paper-based stationery in my room had my name printed on it! Envelopes, notepads and even little guest in residence business cards had had my name printed on there.
• Complimentary soft drink from mini bar & Nespresso coffee machine in room
• Evening complimentary a la carte menu in the Bengawan has quite an extensive menu, and could easily replace a dinner (as it did for me)
• Anytime checkout called "your own time" which allows you to check out any time you want. I left at 7 p.m. on my leaving day.

What I didn't enjoy:

• I had to move rooms after the first night due to being woken up at 04:30 in the morning from noise caused by one or more of the local mosques (this was in a suite facing AWAY from Thamrin. Surprisingly the rooms facing the main street are quieter, from my experience).
• Pool doesn't seem to be heated, and too cold to swim in. I didn't see anyone using the pool for my entire stay, and I have read people on here and trip advisor complaining about the pool temperature.
• The cold water tap on the bath of the second Junior Suite I stayed at did not work. This meant a pretty hot bath! I let the butler know about this and she asked if someone from the “engineering team” (ha ha) could come up to take a look at it immediately. As I had already had the bath, and it was the final night of my stay, I told her not to worry about it. When I checked out, there was another apology about the tap not working.

I also found the decor in the lobby and in particular in the liftwell area and hallways to be very sterile in almost a depressing way. Certainly not reflective of Indonesia -- perhaps they need a little color to liven the place up.

Nonetheless, an incredible stay at the Keraton, but, as camsean mentioned a few years ago, the pricing seems a touch ambitious for the Big Durian.

Pics:

Jackfruit welcome gift.


Toilet command center. I had a chuckle at how the cartoon for the butt wash is a picture of a butt, but the cartoon for the feminine wash is a picture of a woman's face.


The serviced apartments pool viewed from the Bengawan restaurant at breakfast.


This was the vegie burger, one of the complimentary items on the a la carte menu at Bengawan's happy "hour" from 17:00 to 22:00.

zzap

Also

They have taken your advice in stride, IluvSQ! I received a letter outlining the SPG Platinum benefits as well as a hand-written welcome letter from my butler. Communication was 100%.



Now if only they listen to the complaints about the pool temperature!

broadwayboy

Maybe this thread is not unique to this hotel, but as I was checking in at this hotel, I was informed that if I use a credit card other than my own to settle the room charges, I will not be issued SPG points. I made the booking for one room using my SPG account.

In my years of being an SPG member, this has never been an issue. I wonder if it is explicit to this hotel? The front desk agent told me that this is an SPG policy.

Can someone clarify please? Maybe one of the lurkers?

Starwood Lurker IV

Hi broadwayboy,

According to the SPG Terms and conditions, in order for the member to earn the stay credits and Starpoints, the member have to stay and pay for the eligible room charges. This applies to all hotels that participate in SPG program.
You may wish to check out the Terms and Conditions from the link http://www.starwoodhotels.com/prefer...g_terms.html#2 for more information.

[email protected]

Chua Chie Ling | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd

PhoenixCMC

Came to Jakarta on a mileage run in November 2014 and did not know what to expect. The staff at the hotel was helpful in every way. For example, when we wanted to visit the local trade mart, one of the doormen walked us there, showing us the neighborhood along the way. Also, the hotel has a policy allowing extra late checkout, which turned out to be very helpful with our air connections.

The restaurant in the hotel is rated as one of the best in the city and it more than lived up to this. Our room was beautiful (upgraded to a suite at no charge because of Platinum status) and it had an excellent view. The Food and Beverage executive at the hotel came to talk with us (we bought some of the amazing infused honey offered at breakfast to take home with us) and was very interesting and helpful telling us about the hotel and city. He runs a great restaurant operation.

It is in the middle of the city, walking distance (if you like to walk) from museums, etc. Have to take a cab to old Dutch area, but that was worth the visit. Would spend time in Jakarta on way to other Indonesia locations just to come back to this hotel.

X-ON

Stayed here for 4 nights. A very nice stay. However the staff especially in the Bengawan restaurant are not too experienced. Forgot orders at several occasions. Got Cognac comped. That being said the staff really tries and the service level was high if we exclude the above. The room is very modern with thought through design to accommodate HDMI laptop to tv connection, sound system etc...The location is great; connected to a huge mall. I used the gym three times and I think it is a very good gym...

Platinum benefits:
* Upgraded to Junior Suite
* 5 PM to 10 PM Executive benefits, includes 30+ dishes from a special menu and 3 red and 3 white wines Beer and non-premium cocktails (served in the Bengawan restaurant)
* One free trainer session at the Gym per stay
* Free soft drinks in minibar (refill upon request)
* Breakfast (was included in my rate but was informed that it was part of platinum benefits)

... The executive benefits is equivalent to dinner given the many dishes on the menu ....

If i would return? in a heartbeat given the great platinum benefits and high standard of the hard product for the price paid (200 USD++ Corp rate) and the ok service level..


In the past I have stayed at the RC, I like this hotel better at least in connection with my SPG status it is much better value...

fivenue

I stayed there one night, was using my SNA to get junior suite.
I guess I wasted my SNA, considering people here got upgraded by just being platinum.
Certainly wasn't aware of "5 PM to 10 PM Executive benefits, includes 30+ dishes from a special menu and 3 red and 3 white wines Beer and non-premium cocktails (served in the Bengawan restaurant)" either.

X-ON

On another note: The Keraton Suite was in the SNA upgrade pool prior to my check in. I did not request it since I was there alone... Keraton Suite 130m2+