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“Great Hotel - poor service”

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The Phoenix Hotel Yogyakarta - MGallery Collection
Ranked #6 of 193 Hotels in Yogyakarta
Certificate of Excellence
Singapore, Singapore
Level Contributor
60 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
“Great Hotel - poor service”
3 of 5 bubbles Reviewed 11 May 2014 via mobile

We choose this hotel as we were looking for a nice location for a romantic birthday getaway.

When you pull up to the hotel it looks like something straight out of a Agatha Christie novel, our room was lovely and the flowers I ordered as a surprise for my Fiancée were beautiful.

The problem was the service, the staff were very friendly but lacked good management.
One of the main issues was the hotel tours we booked, which were pricey compared to other Asian destinations and to our complete surprise did not include the entry fees to the main attractions, which were also quite pricey. The Boroboudor temple was outstanding but more expensive than the stunning Ankor Watt in Cambodia.
Also the driver keeps you out and then they try to charge extra for getting back late.
One evening we were relaxing by the pool and it took 40 minutes to find a member of staff to take our drinks order.
Lovely location but management need to try much harder.

Stayed March 2014, travelled as a couple
Helpful?
2 Thank Kenyukai7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Thomas_Evrard, General Manager at The Phoenix Hotel Yogyakarta - MGallery Collection, responded to this review, 25 May 2014
Dear Kenyukai7

Greetings from The Phoenix Hotel Yogyakarta…

Thank you for taking the time to share your experience about your stay with us, we do apologies for some inconvenience that you met during your stay.

I have noted every single one of them, and we shared them with the relevant departments. Rest assures that the necessary amends and trainings will be put in place, especially about the inclusions of our tour services, I am sincerely sorry if you have been disappointed and we will work in order to avoid similar effects in the future.


We do hope still have opportunity to welcoming you back again soon.


Best regards,
Thomas Evrard
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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3,185 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (554)
Date | Rating
  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • Dutch first
  • English first
  • French first
  • German first
  • Indonesian first
  • Italian first
  • Japanese first
  • Korean first
  • Polish first
  • Portuguese first
  • Russian first
  • Spanish first
  • Swedish first
  • Thai first
  • Turkish first
  • Vietnamese first
  • Any
English first
London, United Kingdom
Level Contributor
64 reviews
41 hotel reviews
common_n_hotel_reviews_1bd8 42 helpful votes
4 of 5 bubbles Reviewed 10 May 2014

A lovely, elegant colonial style hotel that has a lot of class. I enjoyed my stay although check in was a problem and the duty manager very unhelpful which is why I have marked down service. Otherwise all other staff were very good and facilities up to standard.

  • Stayed April 2014, travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Zeke O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Thomas_Evrard, General Manager at The Phoenix Hotel Yogyakarta - MGallery Collection, responded to this review, 26 May 2014
Dear Zake O

Greeting from your elegant and classic hotel in Yogyakarta

Thank you very much for your balanced comments and for sharing about your experience with us.

Please accept our apology for the inconveniences caused during your stay, we are sincerely sorry if we cannot reach your total satisfaction and we spoil your experience with this kind of incident.

We take this very seriously and we always want to improve our organization and the level of service by listening to our customers and make changes where and when we can.

Thank you for taking the time to review The Phoenix Hotel Yogyakarta, and I wish we will have the opportunity to restore your confidence with us by coming again to our hotel.

Best regards,

Thomas Evrard
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Singapore
Level Contributor
38 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
3 of 5 bubbles Reviewed 8 May 2014

Stayed at this place from 2 May to 4 May for a short weekend getaway. My friends chose this hotel on the basis that it "resembled" Raffles Hotel based on the website photographs. I would say that generally she was correct as the hotel is a rather nice and quaint. It is actually a restored colonial building. The ceilings of the hotel are high and the décor is interesting and elegant. The rooms are large though a tad too dimly lit for me. The staff are friendly and efficient though it took a while for our rooms to be ready. The swimming pool was a disappointment as it looked big in the website pictures but it is rather small and shallow actually. I tried the spa in the hotel and thoroughly enjoyed it but do book way in advance as they seem rather short handed. Did not take any main meal there though took the high tea, which was interesting. There is nothing much to do around the hotel though we tried the restaurant right across it called Madam Tan which had quite reasonable Peranakan cum Indon food. The hotel boutique sells interesting and well designed designer batik dresses if you are into that. Overall a nice and pleasant hotel to stay if you are not thinking of doing much.

Room Tip: Ask for rooms that face the pool with a nice patio where you can sit ...mine overlooked what looked...
See more room tips
  • Stayed May 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank NickyPoops
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Thomas_Evrard, General Manager at The Phoenix Hotel Yogyakarta - MGallery Collection, responded to this review, 26 May 2014
Dear NickyPoops

Thank you for the time you took to review your stay with us.

We are very happy if you could globally enjoy our hotel and appreciate our services.

We are sincerely sorry if your impression is not optimum and we will work in order to develop the activities we propose (and their promotions) in order to reach the highest level of satisfaction for every guest.

We hope to have the chance to welcome you again in the future.

Kind regards
Thomas Evrard
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level Contributor
5 reviews
5 of 5 bubbles Reviewed 7 May 2014

I felt at home and at the same time I was in a royal palace. Everything elegant, truly elegant, not fashionable or luxurious or designed. The service was majestic and friendly at the same time, quick and gentle.

  • Stayed April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel

Helpful?
Thank Giannalberto B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Thomas_Evrard, General Manager at The Phoenix Hotel Yogyakarta - MGallery Collection, responded to this review, 25 May 2014
Dear Giannalberto,

Very warm greetings from your home and royal palace in Yogyakarta

I am glad to hear that we have provided you with outstanding services throughout your stay. Your breathtaking comments touch us very much and make us feel very proud. This will serve as an encouragement to keep on providing such standards.

We hope to have a chance to serve you again in the future.

Warmest Regards
Thomas Evrard
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Jakarta, Indonesia
Level Contributor
6 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
4 of 5 bubbles Reviewed 6 May 2014

Hotel is very good, the decoration was Indonesian-rustic and it gives the correct mood to rest and food was superb.

I like the fact that there is an open area in the restaurant, which is quite rare these days. Location wise the place is close to the city which allow people to get to any location easily.

  • Stayed September 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Ridzki
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Thomas_Evrard, General Manager at The Phoenix Hotel Yogyakarta - MGallery Collection, responded to this review, 25 May 2014
Dear Ridzki,

Thank you for your post on Trip Advisor, we work hard at continually trying to improve our service to our guests and feedback like yours is a terrific tool for us.

We look forward to welcoming you back and to offer you new opportunities to relax.

Very Best Regards
Thomas Evrard
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Hong Kong, China
Level Contributor
40 reviews
39 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
2 of 5 bubbles Reviewed 6 May 2014

The hotel decor is great and stunning as it advertised. You can feel the history once you stepped in. Yet I guess I would rate it higher if I did not stay in their room. I could not sleep well all night because sound proofing is not well installed. Thin wall maybe? I can clearly hear water sound when the next room is bathing. Definitely not acceptable as a hotel which mainly for the purpose of sleeping. As many of reviewers mentioned, the bathroom is dated and some maintenance needed.

Being a platinum member of Le club, I expect some recognition and benefits during check-in. Unexpectedly, not a single platinum benefit (Late check out, welcome drink, etc) was given let alone room upgrade.

I would come for dinning again but not staying overnight.

  • Stayed April 2014, travelled solo
    • Value
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank Alfred_NG_119
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Thomas_Evrard, General Manager at The Phoenix Hotel Yogyakarta - MGallery Collection, responded to this review, 25 May 2014
Dear Alfred_NG_119

Thank you for sharing about your experience with us.

I am sincerely sorry if we could not reach your entire satisfaction. The non-recognition of your Le club platinum status is certainly a mistake of our team, as the implementation of our Accor loyalty program is definitively a priority for us and we want to honor the maximum benefits for our members, when it is possible.

I am also genuinely sorry if you could not sleep properly and if the heritage of our building structure could not provide a sufficient sound-proof to your convenience.

We will work on the points you have mentioned and we will try to provide Memorable Experiences for all our guest.

I hope that you will give us another chance to accommodate you in our Heritage Hotel in the future.

Sincerely yours,
Thomas Evrard
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 4 May 2014 via mobile

Stayed for 2 nights here. The photos does not serve it justice!it is absolutely classy and elegant .easily, one of the most gorgeous hotel i've stayed in. Amazing staffs. Always ready to serve you at any time of the day. Excellent breakfast spread as well. Loved the lounge area and also the room. Easy access to the pool from the room. One of the best hotel in JOGJA. Will definitely stay here again

  • Stayed May 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Prancer888
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Thomas_Evrard, General Manager at The Phoenix Hotel Yogyakarta - MGallery Collection, responded to this review, 25 May 2014
Dear Prancer888

First of all, I would like to thank you for choosing to stay at our Breathtaking hotel!
It is our passion to create special memories and create a home for you when you are in Yogyakarta.

I am delighted to read how much you have enjoyed your stay and that you were able to enjoy most of the facilities the hotel has to offer.

The hotel team wants to thank you for your grand words and would like to have the chance to serve you again soon.

Warmest regards
Thomas Evrard
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about The Phoenix Hotel Yogyakarta - MGallery Collection

Property: The Phoenix Hotel Yogyakarta - MGallery Collection
Address: Jln. Jenderal Sudirman no. 9, Yogyakarta 55233, Indonesia
Phone Number:
Region: Indonesia > Java > Yogyakarta
Amenities:
Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Airport Transportation
Hotel Style:
#3 Business Hotel in Yogyakarta
#4 Luxury Hotel in Yogyakarta
#4 Romantic Hotel in Yogyakarta
#5 Spa Hotel in Yogyakarta
#5 Family Hotel in Yogyakarta
Price Range (Based on Average Rates): £
Hotel Class:5 star — The Phoenix Hotel Yogyakarta - MGallery Collection 5*
Number of rooms: 144
Official Description (provided by the hotel):
This legenderay hotel was initially built as private estate in 1918. Through the ensuing decades, the property changed hands a number of times, until a Dutch caretaker turned it into Pensioner Hotel. The Phoenix name was deliberately chosen by the last proprietor who hoped that it would remain intact forever, believing in the ancient myth of The Phoenix, the sacred fire bird symbolizing regeneration throughout eternity.The Phoenix Hotel is elegantly situated in down town Yogyakarta, the cradle of Javanese civilization. The legendary Malioboro Street is just nearby, while the world herigate Borobudur and Prambanan temples are only an hour drive. Yogyakarta's cultural heritage and picturesque settings emit a distinctive charm that seldom fails its visitors.The 144 beautifully appointed rooms are reflecting the ambiance of bygone era wrapped in modern comfort facilities, enabling its occupant to celebrate a glorious past without losing the beauty of contemporary living. ... more   less 
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Also Known As:
Phoenix Hotel Yogyakarta
Yogyakarta Phoenix Hotel

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