Overall, I was not satisfied with my stay at The Westin Jakarta. As a 5-star hotel, I had high expectations for exceptional service, but unfortunately, these were not met. In fact, I've received better service at newer establishments, despite The Westin's longstanding presence.
Parking Signage
Upon arrival, I found the parking signage to be inadequate. There were no clear directions to guide guests from the parking area to the hotel entrance. For instance, at Hotel Indonesia Kempinski, even though it's integrated with a mall, the signage is clear and helpful.
Check-In Experience
During check-in, I was assisted by a receptionist named Sherafina, who appeared more aloof than professional. When she inquired about my Marriott membership, I was searching my email for details, and my husband mentioned he had a membership. Her response was, "We need the membership under your name." A more courteous reply would have been appreciated, such as, "Thank you, Sir, for being a Marriott member. However, we require the membership to match the reservation name." It felt as though our booking through Traveloka for just one night influenced the level of service we received.
Swimming Pool Area
The atmosphere at the swimming pool was quite stuffy, with poor air circulation. To make matters worse, a child vomited, and the unpleasant odor lingered due to inadequate ventilation. In contrast, Pan Pacific's indoor pool has excellent air circulation, making for a more comfortable experience.
Heavenly Spa Service
I inquired about available slots at the Heavenly Spa and was told they were fully booked, which I understood. However, when I mentioned that my earlier call went unanswered, the staff replied, "Perhaps we were busy." Such a response lacked the professionalism expected from a spa in a 5-star hotel. It made me reconsider spending money on a massage there, fearing the quality of service I might receive.
