The first hotel member of the Accor Group I rate as “poor” bordering on terrible (I didn’t want to give that rating as that would be a bit too harsh). The reviews I read about this hotel seem to have one common theme, which I can only endorse: extreme poor service. It started at check in. I was on a “discovery” tour on Sumatra for the long Chinese New year weekend and tried my luck arriving at the hotel to see if there was any availability. The receptionist was not helpful at all; she said the only thing available was a “premium ocean view” room for 1,477,000 Rp, pointing to the rack rate list. As Accor Platinum member (which I told her I am) one can imagine this is not the first hotel I stay in. Anyone in the world who didn’t just crawl out of an egg knows that no one in his right state of mind ever pays a rack rate, anywhere. Full stop. I turned out to be right: when booking at Agoda.com I got a “superior ocean view room” for 65% of the published rack rate for the “premium ocean view room”. The receptionist bit me a cranky text like: “then you book online” (hardly the sort of reception you expect from a Accor hotel). I said thank you and got to the lobby area where I went on internet to find a room on agoda.com.
I forgot that there is a special desk for loyalty cardholders, so I went there to say that I had a succeeded in booking and received a reservation number by email. The lady who helped me could not take the time to sit down and get me checked in rather stood behind her desk while typing at her keyboard – occasionally just disappearing to an adjacent sitting area where flight attendants were obviously also checking in) giving me the impression I was just an unwelcome distraction from her very busy schedule. She couldn’t find the reservation (I guess the agora.com booking was still too fresh and not yet came in) yet the lady could tell me “Oh, you booked a “standard” room” which obviously I did not book (was a superior), so I wondered how does she know what I booked if she couldn’t find the reservation and why assumes she that I booked a standard room?
Annoyed as I was I asked her whether she was in a hurry, which she admitted (can you imagine? Jee……) and if she could please sit down while I was checking in. She finally did. She then did find the reservation in her system, so she said: “I have a room for you, smoking, is that OK?” (rather than asking “smoking or non-smoking?”). I politely thanked but no definitively non-smoking (the only place in Indonesia where you can escape the omnipresent smoking after all). Finally I got the room. As it turned out she also forgot to give me the small paper with the login details for the free Wi-Fi (which is another irritant, as the log in details did not work after an hour back in the room so had to go back (for the third time). Couldn’t she have given me this at the same time I checked in?
Many people praise the “ocean view” of the hotel. Sorry to say that I find it rather uninspiring and uninteresting, had a corner room half “city” half “ocean” view. Not that spectacular at all. In defense of the hotel: it didn’t help I arrived in rainy season, it was wet and grey.
The room was way too hot. 25 degrees and that for someone from the Nordic countries, so I called, someone came in, turned some knobs and asked me to wait 30 minutes, it would improve. Like other guest observations here mentioned: the temperature remained way too hot to be comfortable. It does NOT help that –again I guess out of some ill advised “we-save-electricity” policy – guest only get one key (of course to stimulate that when you leave the room you take shut of the electricity, including the A/C).
I went down to eat at the restaurant a small lunch. Very “distant” approach by the personnel, not at all the kind of help and approach you can expect not only from Accor but also by Indonesians in general. It crossed my mind: this must be endemic in this hotel, maybe they all should get a tough training in how to approach clientele.
Some other points that make this hotel in need of upgrading (yet its only 4 years old?): 2 power outlets? It’s 2014, people bring iPads, PCs, camera batteries, etc. One could use some more outlets.
For the good thing: the rooms are spacious with a grand shower and good bed. A nice big working table (yet only one power outlet). In room minibar: small money, but still: please advertise prices including VAT and “service charge”.
Also mentioned here by other guests: don’t bother about the “Executive Floor” the breakfast was catered for Indonesians, Westerns, stay away, choice is very limited and low quality.
Again at checkout I got the same non-descript attitude at the reception (a “thanks for staying at Novotel” or what about: “ I hope you had a pleasant stay with us”?).
- Official Description (provided by the hotel):
- Novotel Lampung is located in the heart of Bandar Lampung, overlooking the beach on the southern tip of Sumatera Island. The hotel is extensively equipped, offering 223 modern rooms, excellent corporate and conferencing facilities, a restaurant, lounge bar, Premier Lounge and superior leisure facilities such as outdoor pools, a steam room, Jacuzzi, spa and gym. Located 10 minutes from the business district and close to attractions, Novotel Lampung is perfect for business and leisure guests alike Novotel Lampung is an ideal venue for conferences and functions. It features more than 2400 square metres of meetings and events space, comprising eight meeting rooms which can accommodate up to 1000 delegates. ... more less
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- Also Known As:
- Hotel Novotel Lampung Bandar Lampung, Indonesia