I opted Ibis Tamarin as a transit place before I could fly to my home island. These are the things I would like to share about my 5-night stay.
Customer Service is 5*, Staff are lovely especially Mr. Gracia Vega Setiawan, the Marketing Manager and Rio, the Guest Service Agent. I made a direct booking by a phone call and got connected to Mr. Vega. He’s always available on WhatsApp anytime I had questions. Rio was the one who received me at the Airport. He helped me to exchange the currency as well. I found them very helpful.
Areas for improvement:
1.Hotel Information: The Front Desk did not give information about the hotel or the itinerary of my package. For example, about the meal times, PCR schedule and when I could expect to get the results. I had to go downstair several times when I could not reach the Front Desk on the phone. Most of the time, I contacted Mr. Vega whenever I needed information. Front Desk should give a proper information to every guest upon check-in.
2.Room Cleanliness: the linen smells and I found a few hairs on the pillows. The window is broken, the room really needs some renovations.
3.Housekeeping: Room amenities were not provided daily such as coffee/tea/sugar and towels. Due to Covid, I refrained myself from changing linen/towels. But in my opinion, the hotel should offer. Or, in this “particular” situation, they could have left them outside the room and ring the bell for me to collect.
I hope this genuine feedback will help the hotel to identify the weak areas to elevate the customer service in future. Thanks again to Vega and Rio.