Ritz Carlton Jakarta Pacific Place Residence

Treat well from the service at the 1st until the event was ended. From all the food also good, room service was excellent until I check out. The venue was also good tho. The leader of bouquet also good

I had high expectations for Ritz Carlton Pacific Place after reading numerous glowing reviews of the hotel. Unfortunately, my experience was underwhelming. I had the misfortune to deal with one of the worst front reception staff ever - Wahyu (interestingly, another reviewer also made a unfavourable comment about him). I travel a lot for my work and stayed in many hotels all over the world. He was by far, the worst I’ve had met. We arrived exhausted late in the evening. He was unfriendly, hostile and clearly hated dealing with people. He mumbled about that I booked through a travel agency (I booked via their website as I’m a member), gave me the keys and left me wondering where on earth my suitcases were. We ended up searching for our suitcases at the lobby. We then had to ask the location of the lift. He failed to give us instructions on how to get to our room which required a lift change on the 21st floor. Wahyu clearly thought we telepathically acquired knowledge on all things Ritz despite our first visit there. We were offered no help to our room nor our suitcases. No other details regarding our meals nor location of the Club Lounge was given. Furthermore, he also gave us a room without an extra bed for my daughter which I’d paid for and left an instruction for a twin bed too. When I called him from the room, he was unpleasant and gave me an option - a smoking room with a twin bed. I’d requested a NON smoking room. In the end, we asked them to set up extra bedding and made it just in time before the dinner service finished for the night. I have no idea why a luxury hotel like Ritz would employ a staff at their front desk like Wahyu who clearly was not only incompetent but openly hostile for no reason whatsoever. Thankfully, the service staff at your Club Lounge made up for the initial lacklustre (read: shockingly bad check in experience) start of your stay.

My wife and 2 little girls and I stayed in this property for 3 nights as a new years staycation. The hotel took notice of my Platinum Elite status and many years as a loyal SPG/ Bonvoy member. They graciously upgraded us to the best available suite for the entire stay and was surely one of the best rooms we’ve ever stayed in and made our holiday dreams come true. Highly recommended hotel to stay during a business trip or staycation. The Ritz Carlton have implemented high hygiene and cleanliness standards to ensure a safe environment for their guests. Thank you to Mr. Melly, Mr. Vivek, Ms. Miranda, Ms.Maria, Ms. Corine , Ms. Clairine, Ms. Bianca, for making our stay extra memorable and special. Especially Ms. Miranda who even prior to check in reached out via chat and always was so attentive to respond to all questions and requests. Although many Bonvoy properties have a chat feature via the app, not many properties are equipped or are good at managing that channel of communication. However, this is an area where the Ritz PP team excelled at adopting technology and responding quickly to the chat feature . In many ways, it was a competitively reliable communication channel as the phones in the room. The hospitality provided by the entire team was very warm and attentive. The room was very spacious and the view of the SCBD area was beautiful. During NYE week , seems that all the guests who booked rooms with club lounge access had access to an all day dining package where breakfast , lunch, afternoon tea, cocktail hour and dinner were all provided complimentary. A wide variety of food and beverages were served throughout the different days we were there and I must say the quality was above my expectations for something that was being provided as part of a complimentary package and I must admit that this was probably one of the best deals and packages for new year’s I’ve seen being offered in town. Every single time we visited, The Club team were highly attentive and helpful. It was as if they magically remembered who all the guest were without ever having to ask for our room numbers each time we came and made it a point to remember our preferences from table preferences to dining choices. I used the gym daily and they provided a small safety kit with alcohol swabs to make the guests feel safer, also there is always an attendant to assist and clean equipment after each use. I noticed every 20 mins or less they were always cleaning all the equipments even though no one else was there other than myself. The attendants there were always attentive, smiling and provided warm hospitality as well. The equipment was sufficient and pretty up to date. Although it has many years under it’s belt, the property is well kept and is an elegant five-star property with beautiful views day and night of Jakarta’s vibrant CBD district. However, aside to the glamour of the property and the bedrooms, the most impressive highlight to note is the level of commitment to service and hospitality that the team embodies and have successfully delivered. On New year’s eve MOD Miranda herself personally brought special gifts for the kids and coloring activity kits which surely brought a smile to their faces. She also brought special hats to the room since government regulations did not allow any public spaces to open past 7pm, we were able to still celebrate as a family in our rooms with these small amenities. On New year’s day there was even a makeshift “kids playground” they called “Ritz Kids Club” where they decorated some function rooms to a princess style wonderland with kids games , kids TV shows, mini playground activities and even personally hosted by Miranda’s guest relations team who dressed up as Disney princesses as Elsa (Clairine) and Jasmine (Bianca). They made sure that they took reservations in advance to ensure that only one family could enjoy the premises at one given time to ensure Covid best safety practices. They also even provided sing along activities as well as a scavenger hunt activity. Our two little girls specially enjoyed this part of the trip. Due to the pandemic, our family was not able to travel or vacation any where all of 2020. This “staycation” was the closest experience we had as “family trip” in 2020. With so many properties offering NYE staycation offers, we were very fortunate to have chosen the Ritz in PP. We are very grateful and appreciative of the ‘Pacific Place Jakarta Ritz Carlton’ team’s efforts to go above and beyond in making our stay special and memorable. We thank the entire team for their dedication to hospitality, their care, attention and kindness. Wishing you all a blessed 2021 ahead. FM

Me and my family was stayed for 1 night to celebrate new year.. 2 days before checked in, i tried to use the mobile chat to informed that my mom will do the check in first while i will come later in the evening, also i requested for the twin bed, unfortunately they said it was not available since the twin bed is limited.. they replied the chat very fast and help to arrange it with front desk team.. When my mom did checked in on the 31st December around 02.00 PM, she needs to queue little long since there were some difficult guest did check in and waiting in the sofa then made the front desk team to walk around to do the check in, thankfully Anne was came and help my mom to check in at the club lounge. As my mom said, Anne was very nice and helpful, also my mom requested to have the twin bed, she tried her best to find the room (we were okay waiting for the room since we can wait in the club lounge).. Thank you Anne! I arrived at the hotel quite late and ordered in room dining, was handled by Aldy.. he also very helpful and friendly! On the next day, I had a breakfast with my mom, and the club team was very welcoming.. Mega, Novia, and Ana were very attentive and helpful.. I also welcomed by the F&B manager (apologize I forgot the name), but he is very welcoming and friendly.. Thank you Club Team... Last but not least... I would like to say thank you to the Housekeeping team who cleaned the room.. the room is very spacious and I really sensitive to dust, but i can sleep well without disturbed by dust! Also they (I also cant recall the name) help us to sent extra bathroom amenities and mineral water... Good job The Ritz Carlton Pacific Place.. I will surely back again soon.. :) Happy new year!

We stayed in the hotel for my wife's birthday this time. About 4 days before the arrival, the guest relation asked me to send a couple pictures of my wife and me. They said they will arrange a surprise decoration in the room. And I also make sure that my free upgrade to suite is available during that day. 1 day before the day, I called the Hotel and being greeted by Wahyu. He told me that he will reply my email soon and info me regarding the birthday arrangement. But no reply whatsover. Long story short, we checked in at the Hotel tomorrow afternoon by 3pm helped by Wahyu. Wahyu told me that everything during the day close earlier than usual due to PSBB from government including the pool. The pool close at 5pm and I said no worries because we still have 2 hours left before the pool close. He also told me that the upgraded suite and the decoration for the room is ready and my luggage will soon be dropped off to my room. And then when I come to the room, I got suprised with how mediocre with the decoration that is prepared. Just a couple of balloon and they just use colorful crayon to decor the window. That's it! My wife is not amazed at all. Its more like a decoration for a baby birthday at its best. I dont know whats the point of asking the pictures of me and my wife at the first place. I also realized that the room is not suite but just a regular room maybe bigger but not what I was promised in the beginning by Wahyu and Kezia like usual. Trying to call the reception from my room, and there is no option to call reception directly. I need to call the housekeeping first and they need to transfer it to the reception team. Waited for people in the reception to pick up but no one bothers. Waited for an hour until I reach out Wahyu and he told me that the suite is sold out. I complained about it and he got no solution whatsoever. I also have been waiting for the luggage for almost 90 mins. It is just 1 luggage and I dont know why it took them so long to reach my room. I need the luggage in hurry because I need to catch up with the time that the swimming pool was closing soon. Because Wahyu did not do anything whatsoever regarding the luggage and the room, I decided to pick the luggage up by my self and found out that my luggage is still at the 21st floor, just about to be send to my room after 90 MINS!!! Go back to my room, Wahyu called me and told me that there is nothing that he can do regarding the suite room that him and Kezia promised me, and also ask me whether i received my luggage and I said yes because i fetch the luggage by myself!! He asked me what I am going to do, I said i want to go to swim. And he said remember that the swimming pool is close by 5pm. And I replied him of course I remember and it is because of you I only have 20 minutes at most for swimming time because HE DIDNT DELIVER MY LUGGAGE TO MY ROOM RIGHT AWAY!! Checkout the next day, and asked by Naomi regarding my experience. And told all of them to her right away. I also asked whether the suite that I want is available yesterday and she said it is still available there is 1 suite left!! I dont know what grudges he had on me for him to lie about that. I was nice and being respectful to him at all times during the check in process. This 2/5 star review is because 1. Didnt deliver my luggage on time and I have to pick it up myself deduct a star. 2. Mediocre decoration for special occation deduct a star. Even a 10 year old kid can do better decoration than that. 3. Wahyu's service by not giving me the suite room that I was promised by him and Kezia. It is not because he can't do it. I checked online, the suite room is available. Asked Naomi the next day, last night for the suite is still available. I WISH I CAN DEDUCT WHATEVER STAR THAT IS LEFT FOR THAT LIAR SON OF A MAN but I think it is just unfair for the hotel. So deduct a star for the attitude of this WAHYU guy. What save this hotel for being on my radar and giving me 2 star? 1. 0 star is not an option 2. The food was great as usual and the location of this hotel which is very strategic in the SCBD Area. Would I comeback to this hotel? Certainly I will only if I get reassurance from the manager that this dumb things that was happening will certainly wont happen again. And I hope Kezia is going back soon. Because she is just amazing. It was just my bad luck I guess that she did not work at the hotel during my time of check in.