The Hermitage, A Tribute Portfolio Hotel, Jakarta

Extremely Disappointing Experience at The Hermitage Hotel in Jakarta As a frequent traveler and a loyal customer of five-star hotels, I had high expectations for my experience at The Hermitage Hotel. Unfortunately, my stay was marred by a series of issues that left me utterly dissatisfied. First and foremost, I would like to address the misleading information provided during the booking process. Our reservation clearly stated that the room would include a spacious, luxurious 3meter bed. However, upon arrival, we were shocked to find ourselves assigned to a room with a significantly smaller bed. This unexpected change not only impacted our comfort but also made us question the accuracy of your online descriptions. Furthermore, the breakfast provided at your hotel was far from satisfactory. I specifically ordered hot milk, yet I was served warm soy milk instead. This lack of attention to detail and disregard for guest preferences is simply unacceptable for a five-star establishment. Additionally, despite numerous requests for small towels, they were never delivered to our room, leaving us inconvenienced and frustrated. The most disheartening aspect of our stay, however, was the dismissive and unprofessional manner in which our complaints were handled by your reception team. We lodged our grievances at 7:30 PM before leaving for dinner, only to return at 11:30 PM and find that no acceptable compensation or resolution had been provided. The lack of effective communication between the night shift and morning shift is concerning and reflects poorly on your management. During our checkout at 9 AM the next morning, I was approached by a staff member named Nancy, who appeared completely unaware of our previous complaints. She inquired if our complaint was about the air conditioning, demonstrating a clear lack of coordination and seriousness when it comes to addressing client concerns. This level of disregard for customer feedback is simply unacceptable. Given the immense potential of The Hermitage Hotel, it is disheartening to witness such a significant gap between its current state and the high standards expected of a five-star establishment. I urge the owners and management to take immediate action to rectify these issues. It is imperative that you reassess the competence of your reception team and introduce necessary changes to bring your hotel up to the level of excellence it aspires to. As a dissatisfied guest, I feel compelled to share my negative experience with those in my circle to ensure they steer clear of such an unacceptable establishment. I sincerely hope that my feedback is taken seriously and that necessary steps are promptly taken to address the concerns raised. By doing so, The Hermitage Hotel has the potential to become the best hotel in town, providing exceptional service and exceeding the expectations of its discerning guests.

5 star room but be warned - the hotel has really bad food - breakfast was terrible - we ended up eating elsewhere after the first day, even though it was free. There are some other weird things about the property - the lobby courtyard could be magnificent, but instead is totally wasted. There coukd be an outdoor table or two in front, but no. As a result there is nowhere pleasant to sit - other than in the room or on the very small rooftop - which is a waste of a great building. With so much potential, this could be made into the best hotel in town. The owners should take note, change out the f&b management, and bring the quality of the restaurant up to a higher standard as a first step.