The Ritz-Carlton Jakarta, Pacific Place

Had one of the worst check-in experiences I’ve ever experienced. I am a titanium, elite bonvoy member and a lifetime platinum Bonvoy member. I booked a room at this hotel under a corporate rate and received confirmation in the Bonvoy app that my booking was good for a king bedroom with lounge access. At check-in, the hotel advised me that the corporate rate does not include lounge access. I showed them the confirmation on the Bonvoy app (which confirmed lounge access), but the staff kept robotically, repeating that our corporate rate does not include lounge access. I explained that my only reason for staying at this hotel was the promise of lounge access in my reservation otherwise, as a titanium member, I would’ve stayed at another Marriott property that gives lounge access to Elite members. I find this bait and switch, where the app confirmed I would have lounge access but the hotel refuses to honor it, a shockingly, horrible way to treat any customer, let alone a top-tier one. The hotel did not offer me any compensation or any thing at all to rectify their error. Moreover, it seems that they know of this glitch between their reservation system, and the app, but refused to inform me in the weeks leading up to check in so that I can make alternate arrangements if I want it.

I am a bit baffled by all the praise that this property receives, For me the room was dated. Yes the lounge is open 24/7 and effectively you can have an all inclusive stay but my recommendation would be save some money stay at the St Regis which is impeccable and spectacular and use the savings to pay for dinner out. Nothing wrong per-se but much better value to be had in Jakarta. Because of the way this hotel is arranged there is no independent restaurant offering except for the lounge. Likewise bar etc. Location is strategic. For me I found the staff were OK but not exceptional. Second disappointing Ritz Carlton experience in Jakarta. Not in my view worth the premium price and will not be staying again.

There are not enough stars to give this hotel. I didn't know where to start, so much so that I put this review aside for awhile and I only now came back to it. I have been remiss! The vignettes of extraordinary service could have been in the RItz-Carlton promotional video. I have such wonderful memories, including: — When my colleague got a run in her only pair of hose and couldn’t find a store to get a new pair on short notice, one in the front desk clerks gave her a pair from the staff’s own supply. — The housekeeping turndown crew noticed that I sometimes travel with my daughter’s stuffed monkey. They surprised me on my final night with a small stuffed Ritz-Carlton lion to give to her when I got home. The service was excellent and personalized throughout, whether it was checking in, asking for shopping advice, having a meal or a drink, or simply getting on an elevator. I couldn’t keep track. The open secret that I almost overlooked is that not only did I have a club room, but every room in this hotel is a club room. And the hotel doesn't have a lot of rooms. It is really a boutique hotel with a big name. It’s not readily apparent because the hotel is just one part of a large building. These two things mean that every guest receives extra personalized service and access to the "club," which among other things means includes a small buffet for every meal of the day. snacks in between, plus special events. Being able to work out of the hotel throughout the day was very efficient for this work trip. I try to keep track of team members who provide outstanding service. I wrote down a lot of names but I'm sorry to say not all and now and not in particular order. So with apologies to thoseI’ve left out, here are names. I noted: Nathasha, Niluh, Rosita, Nadira, Timothy, Milano, Vinny, also managers Dasep and DIan. Thanks!

サービスは格別で、スタッフの方々は信じられないほど親切でした。この点については高く評価しており、実際、価格が妥当であるならば、このサービスだけでも他の方に宿泊を勧めるに十分な理由となります。日本語を話す私に対して、親切かつきめ細やかなご配慮をしてくださったアッタさんに、心より感謝申し上げます。 今回は「パシフィックルーム」へのアップグレードをしていただきました。客室自体は美しいものでしたが、経年による劣化や使用感が散見されました。クラブラウンジのスタッフは非常に親切で、滞在中は私と友人のために、きめ細やかな配慮と手厚いおもてなしをしてくださいました。全体的なサービスは素晴らしかったものの、いくつか残念な点もありました。具体的には、以前の滞在時にスタッフが見せてくれたような「特別な個人的な心遣い（パーソナルタッチ）」が欠けていたことです。例えば以前は、仕事が終わった後にゆっくり入浴できるようにお風呂を準備しておいてくれるなど（これはこちらから頼んだわけではなく、スタッフが自発的に行ってくれたことでした）、非常にきめ細やかな配慮を見せてくれていました。また、チェックアウトの手続きにおいても問題が生じました。なぜか私のクレジットカードが「日本発行」ではなく「米国発行」として処理されてしまい、混乱が生じたため、期待していたようなスムーズなチェックアウトができずじまいでした。 このホテルに対する最大の不満点は、ジム施設の質の低さ、ルームサービスの食事のレベル、そしてクラブラウンジで提供される食事の中で、実際に私が食べられるものが極めて少なかったという点です。その結果、食事の大部分をルームサービスに頼るか、近くのショッピングモールまで出かけて外食することになりました。クラブラウンジに関しては、Westin、St. Regis、あるいは Keraton といったホテルが提供しているようなサービス水準を取り入れていただければ、大変嬉しく思います。具体的には、個々の好みに合わせて料理をカスタマイズできるような、小規模ながらも注文を受けてから調理する（オーダーメイドの）メニューを用意していただきたいです。また別の問題として、スタッフにノンアルコールの飲み物を注文したにもかかわらず、誤ってアルコール入りの飲み物が出されてしまうという出来事がありました。結局そのまま飲んでしまいましたが、少し残念な気持ちになりました。ルームサービスの食事は全体的に量が少なめで、ある一品に至ってはほとんど味がしない状態でした。この点については、同行していた友人も同様に不満を口にしていました。 さらに、事前にスタッフへ「甘いものは苦手である」と伝えていたにもかかわらず、チェックアウトの際、持ち帰り用のケーキを渡そうとされました。スタッフの方々の心遣い自体は確かにありがたいものでしたが、私の個人的な好みが十分に考慮されていないように感じられました。 最後に、客室のアメニティに関する記載が、未だに更新されていない点を指摘させていただきます。現在もなお、浴槽には「スプレージェット」（ジャグジー機能）が完備されているとの記載がありますが、実際には、どの客室の浴槽にもこの機能は備わっていないようです。この件については前回の滞在時にもお伝えいたしましたが、現状を是正するための措置は講じられていないように見受けられます。 The service was exceptional and the staff were extremely friendly which I appreciated and for that alone I would recommend others, if the price is good, to consider booking here. I was upgraded to the pacific room which was beautiful but shows signs of deterioration. The club lounge staff were very friendly and tried their best to accommodate me and my friend while we stayed. While the service was very good there were some downsides particularly in the missing special touches the staff did during my previous stay like making a bath for me to enjoy after work, something I didn't request they proactively did it, and the check out process where for some reason they marked my credit card as a US type instead of Japanese causing some confusion and preventing a smooth check out as expected. My biggest issue at the hotel was the poor quality of the gym facilities, the quality of food from the in room dining, and the fact that I couldn't eat many of the food in the club lounge so I opted to use in room dining most or going to the mall majority of the time. I think for the club lounge it would be nice if they offered something similar to the Westin, St. Regis, or Keraton where there is a small menu of made to order irmems which could be modified to accommodate those with specific taste. The other issue was I requested a non alcoholic drink from the staff and received a drink with alcohol which was OK but a bit disappointing. The in room dining portions were a bit small and in one case lacked any flavor which my friend also complained about. I also made a note that I didn't particularly like sweet things but despite this at check out they tried to present me with a take away cake so I felt my preferences were not taken into account but it was a very nice gesture. The others issue I would like to mention is the room descriptions still have not been updated to remove spray jets since none of the bathtubs seem to have them equipped. It was something I pointed out during my last stay however it seems no action was taken in this regard.. Given the price point is one of the highest in Jakarta, I think it is good overall but feel that there are other hotels that provide the same level of service but at a lower price point (like the Keraton)

This hotel is excellent. Having direct access to Pacific Place Mall • Spacious rooms for a business hotel. • Delicious food selection. • Outstanding staff, warm, attentive service throughout our stay. • The pool is well • Special thanks to the team who assisted us from arrival to checkout, and to the lobby staff for the thoughtful decoration and special thanks to Chef Rossy as favorite chef of my daughter, Ibu Dian, Ibu Sherly (apologies if I’ve misspoken any names). Overall, a very enjoyable stay and great location, excellent service, and family‑friendly amenities. Will definitely come back again.