AH
Ayub H.
Staycation
6.6
/10
Reviewed 2 week(s) ago
I would like to express my disappointment and objections regarding the service and limited facilities we experienced upon check-in at Swiss-Belhotel Tarakan. Please note that our family resides in Tarakan City, not far from the hotel. Our primary purpose in booking a hotel room, which cost over Rp1,300,000, was not solely to stay overnight, but rather to provide an opportunity for our four children to enjoy a family vacation, particularly swimming in the hotel pool. However, during check-in, we were informed by the receptionist that the pool facilities were unavailable due to a yoga event taking place in the pool area. We were informed that the pool was only open to hotel guests from 6:00–8:00 PM, while it would only open at 11:00 AM the following day. This situation was certainly very disappointing and detrimental to us as consumers. Had we been aware of the restrictions on pool use from the start, we would certainly have reconsidered our decision to book. We have no objection to the hotel hosting certain activities or events. However, we believe that such activities should not compromise the comfort and rights of guests who have paid to enjoy the hotel's facilities. Furthermore, for us, the swimming pool was the main reason we chose this hotel. If it were just for relaxing or sleeping, we would certainly have preferred to stay at home, which is not far from the hotel. What we paid for wasn't just a room for the night, but also the hope of enjoying quality time with our family and bringing joy to our children. It would be a shame if, for over Rp1.3 million, our planned family vacation experience was disrupted by facility limitations we only learned about upon check-in. We hope the hotel understands that guest satisfaction is a priority.
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Accommodation's Reply
21 Oct 2026
Dear Mr./Mrs. Ayub H., This is a brief message from Swiss-Belhotel Taracan. Thank you for taking the time to share your concerns and feedback with us. First, we apologize for the inconvenience you and your family experienced regarding the limitations on the use of the pool facilities during your stay at Swiss-Belhotel Taracan. We understand that the pool is a key reason you chose our hotel – to spend quality time with your family, especially with children. Therefore, we are very sorry that these limitations affected your family's vacation plans. We understand your concern about the information regarding these limitations only being provided upon check-in. We recognize the importance of providing clear information from the outset so that guests can consider accommodation options that meet their needs and expectations. Your feedback is very important to us, and we will forward it to management for further consideration, particularly regarding activities in the pool area and the information provided to guests prior to arrival. We greatly appreciate your trust in choosing Swiss-Belhotel Taracan as your family vacation destination. Once again, we apologize that your stay did not meet your expectations. Thank you for your feedback. We hope to provide you and your family with a better experience in the future. Sincerely, Management
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