When I checked in at the hotel, I realized I had made a mistake with the check-in date when booking through Traveloka. The hotel staff asked me to contact Traveloka directly, which was fair enough since the mistake was on my side. However, I didn’t have Traveloka’s contact number, so I politely asked the staff, “Could you please help me contact Traveloka? I believe your Sales & Marketing team might have a contact with the Traveloka team.” Unfortunately, the staff refused to assist. I then decided to reach out to the hotel’s Sales Representative directly (thankfully, I had saved the number). I was standing in the lobby while calling and texting the staff, but none of them showed up (he was in the office) or provided any guidance on how to correct the booking.
In the end, I managed to change the date myself, not because of their support, but purely because I, as the customer, took the initiative. Sadly, the staff showed no effort to help resolve the issue.