Grand Surya to be considered the 1st class hotel in Kerdiri but absolutely not worth in terms of money to stay. After 4 terribly nights stayed to encounter no extra pillows were served except the originally 2 soft pillows given in a double bed. No house keeping contact in the telephone list except room service, I made totally 4 requests to ask for an extra pillow the simple answer said "NO" then put down the phone!! the reception later called up to serve the same answer "NO pillow!!!". All the staffs are well trained only with their smiling faces, it's a pity they had never realized the real feelings of a guest. This situation continuously for 4 nights, they had never thought on our half to have 2 adults + a three years old children to stay in a room with only 2 pillows given for 4 nights!!! terribly sleepless nightmares!!! I purposely made a personal request to reception on the 2nd day, but still remained the same answer - "NO pillows" !!! the worst issue was until 3pm the room was still not cleaned up, all toiletries, towels, 2 bottles of water had used up eventually we couldn't took a bath before we step out to visiting friends. I insist to see the duty manager but a simple answer "on leave" was told!! I had never experienced such a lousy & hopeless hotel in life and finally, I lost control to fire the receptionist in the lobby. As a servicing sector in hotel business like Grand Surya, for name sake could be considered the No. 1 good hotel in Kerdiri but their policy is to save money for "Pillows".. a real ridiculous management policy. It's ashamed to Gudang Garam Group since this hotel belonged to the group, the biggest local investors in Kerdiri!!! I felt pity to the group to engage such a inexperience & unprofessional manager to run this particular good hotel. I would rather not to stay in this hotel anymore in future, I strongly believed this incident could happened to me it would be same to other guest(s). As a hotel guest, "Reality is Reality, there will be strictly no excuses for peak season or fully booked" could be entertained.
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