The Ritz-Carlton, Jakarta, Mega Kuningan

My recent stay there was outstanding. The entire leadership are very welcoming and returning guests like family. I have stayed there a number of times over the last year and they want to make you you are enjoying your “home away from home” moments. Your loyalty definitely matters at this property. I celebrated my Marriott Bonvoy Platinum status last fall and the entire front office team had a warm welcome surprise for reaching my platinum milestone threshold during my stay. The Grand rooms on the higher floors are newly renovated and the rooms are quiet during the night hours. The rooms are very clean and the housekeeping team is very responsive as the newly configured rooms have new electronic switches for make up room and do not disturb signs from multiple locations in the room. As far as location, you should plan on taking a taxi or Grab to get to nearby malls and when you plan to dine out outside of the property. The Club Lounge configuration Manager Royana is very welcoming and always has wants to make guests feel at home and the whole club lounge team likes to enhance your experience. The configuration of the club lounge is very spacious with both a computer center a lot of dining tables, and sofas. This is one of the few Ritz Carlton properties around the world that have an Elite lounge in the Asiana buffet which Gold Elite members and above have access to. The elite lounge is a very peaceful, professional, and romantic atmosphere. You are definitely getting a great value for what you pay for at this property. As far as demographic during non-holiday seasons, it is more corporate clientele during the week and a lot of families and weekend getaway travelers within the Southeast Asia markets over the weekends.

This is our first time stayed in 5 stars hotel. We stayed in this hotel from 7-9 February 2026. My husband booked the Grand Room Club. At the entrance, everyone were so welcoming. At the receptionist, Pak Azriel who were handing my check-in. I also met Mbak Melanie who i talked on the phone before, to confirm about the check-in time. They were so helpful and pleasant. We got the room at the 21th floor, plus acces in the Club Lounge at 26th floor. We got the opportunity to have 5 time meal which devided by: Afternoon Tea, Dinner, Cordials & Dessert, Lunch, and Breakfast. For breakfast, we could choose one between take in the 26th floor or Lobby at the Asian Restaurant. The Club was very excellent! The Manager, Ibu Royana Rasjid, welcomed us always whenever we visited the Club! She was very kind and so helpful! We got some compliments, that was so delightful and copious! Thanks bu! For the room, we got city view! It was amazing! Everything was so clean and clear. We didn't hear any noise even we face the city. The pool was also clean and fine! It was in 5th floor. It was like in "Bali vibes" so natural and nice. It such a very wonderful "staycation" in The Ritz-Carlton Hotel. Hope i got another chance to stay here. So i can say that this hotel is very recommended 👍🏽👍🏽👍🏽

Everything is good as expected, from hotel gate throughout reception to housekeeping. Nice hotel with everything you need of specious rooms, great restaurant, café, swimming and relaxing health club. Great breakfast suits everyone with beautiful place and sitting. The health club is superb with hot and cold Jacuzzis, sauna & steam rooms, and relaxing area for reading or even taking a nap. Also, good swimming pool area. SPA services are clean and good with wonderful staff.

I’ve stayed at this property multiple times over several years, including extended stays of multiple weeks at a time. I’ve celebrated important personal milestones here and historically considered this one of my “go-to” hotels in Jakarta. Because of that history, writing this is genuinely disappointing, but future guests deserve an accurate picture. During my most recent extended stay, I faced numerous issues. They formed a pattern of cleanliness issues, habitability concerns, operational failures, communication breakdowns, and repeated wasting of my time. The physical condition of the room was far below what I would expect from a Ritz-Carlton property. There were wall panels falling off, chipped paint, water damage, heavy scuffing across floors and walls, stains on the couch and desk (I was told the desk would be replaced, but it never was), a leaking faucet, and an overall worn appearance across nearly every surface. This did not feel like normal wear and tear. It felt like deferred maintenance. There were also cleanliness and maintenance failures in guest facing public areas that should never occur at a luxury property. There was vomit left on the floor directly next to tables in the club lounge. Combined with water damage, peeling paint, and electrical sockets hanging out of the wall, it made the lounge feel far below standard. The hot water situation in my room was one of the most time-consuming and frustrating failures. On a daily basis, I had to run multiple taps (sometimes the bathtub as well) for 20 to 30 minutes just to get usable hot water. Multiple times, engineering came to the room, told me the issue had been fixed, and left. I would immediately test the water again, and it still would not work. I personally met with both the Director of Engineering and the Rooms Division Manager to discuss this. I was told the problem was due to system maintenance and that once completed, everything would function normally. Several days later, despite reassurances that the hot water had been fixed, notices were distributed saying additional maintenance would again be performed on the hot water system. Even after that, the issue was still not resolved. There was never meaningful follow-up acknowledging that the problem was ongoing. Even at checkout, the hot water still required running taps for extended periods before getting warm water, despite management assuring me the issue had been fixed. Another frustrating aspect of my stay was the repeated wasting of my time. At one point, I was left waiting over an hour for a scheduled meeting with the Rooms Division Manager. I had clearly communicated through his staff that I wanted to meet at 2 PM, and they confirmed this time with me. He ultimately arrived over an hour late, stating he had not been told the time. What made this particularly frustrating was the lack of proactivity from the rooms division manager. By mid-afternoon, there was no effort made by him to confirm the meeting time, even though this could have been resolved with a simple check-in through his team. Neither he nor his staff reached out and this resulted in me being left waiting. Ultimately, the meeting only happened because I continued to follow up myself, which reinforced a broader pattern throughout the stay of reactive rather than proactive service. Communication and follow-up throughout the stay were also inconsistent or nonexistent. Issues were sometimes claimed to be fixed before they were verified. Promised actions often did not happen. This created a repeated cycle of raising issues, waiting, chasing updates, and re-explaining the same problems to different staff members. The spa, which should have been one of the more positive experiences during the stay, was compromised as well. On one visit, families with screaming children were routed directly through the middle of the spa area to access the pool. What should have been a quiet and relaxing environment turned into a loud transit corridor. It effectively ruined what could have been the one consistently positive part of the stay and raised serious questions about operational planning and guest experience zoning. Later in my stay, there was extremely loud music coming from the room above me late at night. Management had to physically come listen to confirm the noise level. I was then shown alternative rooms, but these were downgrades from the room I had been staying in. Only after pushing for other solutions did we land on an option that worked. The duty manager handled that situation professionally, but again, it was reactive rather than proactive. Another incident that was handled very poorly involved me being approached and propositioned by a prostitute inside the hotel lobby. When I raised this with the Rooms Division Manager, he essentially normalized it as something that “just happens at luxury hotels” in Jakarta. At a minimum, I expected acknowledgement and reassurance. Instead, it was minimized and normalized. I have stayed at multiple other luxury hotels in Jakarta and have never experienced this type of situation, so I'm not entirely sure why he thinks it happens elsewhere. After all of these issues, service recovery was only offered after I reached out to Marriott corporate directly, and even then, it was not initially offered in a way that I could actually use (they offered spa treatmentand dinner via email, but I already had plans for my small amount of free time). It required multiple follow-ups with Marriott before I ultimately received points. The property explicitly told me they are not allowed to offer points or monetary-style compensation under any circumstances. This effectively means that no matter how severe or repeated the failures are, meaningful recovery cannot happen at the property level unless the guest is willing to accept in-hotel services such as spa treatments or meals. From a guest perspective, this creates a situation where issues cannot truly be made right unless corporate is involved. I have experienced more proactive and meaningful service recovery at lower-tier Marriott brands such as Four Points, Marriott Executive Apartments, and Le Méridien, and those were for single, minor issues, not repeated multi-week patterns of failures. From a guest perspective, the distinction between “not authorized” and “not willing” feels the same. And neither feels right. I genuinely wanted this stay to be good. I expected Ritz-Carlton standards. Instead, this felt like a property struggling operationally and structurally, with staff who did not appear empowered to meaningfully recover guest experiences. Corporate ultimately helped resolve the situation. The property itself did nothing. I hope leadership and ownership seriously re-evaluate cleanliness and maintenance priorities and how much authority on-property leadership has to recover guest experiences before escalation becomes necessary.

Ritz-Carlton never fails to deliver a wonderful experience. We had a fantastic weekend staycation with great rooms, delicious food, and top-notch service.