Fairmont Jakarta

I had a two night stay and it was exceptional. To be honest hard to fault it. From service to the excellent lounge and the option as a top tier Accor member to enjoy 2 hours of free flow drinks at the rooftop bar as an alternative to the lounge (note to hotel please keep this feature even though we are allowed access to the lounge, it is fantastic). Room was extremely spacious although the decor might be regarded as slightly dated it was in excellent condition. Very close to Plaza Senayan (5 minutes walk) and walking distance to Senayan City. Staff were good. I recognise the noise complaints of some other reviewers but with respect hard to blame the hotel for this. You are in a different Country/City and the motorbikes zooming up and down flat chat goes with the territory. Would happily stay again and at the price point offered (a bit less expensive than the Raffles) represents superb value for the quality offered.

Although there was a slight hiccup with the airport pick-up service, I was happy to see great service recovery by the Meet & Greet staff at the airport. The Front Desk and Concierge also swiftly saw to the issue on our arrival at the hotel. Overall, the experience at Fairmount Jakarta was impressive - from the cleanliness and comfort of the room, to the warmth and professionalism of all service staff we encountered. I will be looking forward to my next stay with you!

I am very disappointed with the unprofessional manner displayed, especially at the checkout counter and during breakfast. For context, my wife and I were attending a wedding party and staying at the hotel. As you know, we had many family members staying at the hotel and we needed to interact with one another. When we checked out, I simply asked for help to access another floor, as I had something to give to our family. The receptionist was very rude. She said that we could not be given access to other floors. She then tried calling the room, didn’t get an answer, and randomly assumed and told us that the person had checked out (REALLY?? Don’t you have a system to check if they’ve checked out or not instead of lying to us? On the other hand, we were still communicating with the person in the room). We understand if you have policies, but you should realize that it might have been your mistake in the first place for not accommodating family members on the same floor. There were also other solutions she could have proposed in a friendly way. Instead of suggesting we leave the item with the concierge, she simply neglected us. Maybe she assumed that our hotel stay was paid for by other family members (since we appear young). For clarification, we paid all the expenses ourselves. The second problem occurred when we checked in and found that the fridge was locked. When I called the receptionist, she said that because I hadn’t put down a deposit, the fridge could be opened but the products would be removed, as if I intended to steal them. I just needed the fridge to store our medicine. The third problem was during breakfast on the first day. It was a busy morning because our schedule was very tight. My wife was preparing makeup in the room. I went to the restaurant and simply asked if I could get a plate of salad for my wife in the room. The person in charge (PIC) initially said that I couldn’t take food upstairs unless it was bread. After explaining that my wife has gluten intolerance and needed vegetables, she finally allowed it but I had to pay an extra 25k for packaging (which I didn’t mind). However, a staff member followed me to ensure I only took one plate of salad. The fourth problem occurred when I returned to the restaurant to bring food to my wife. She has a health condition that doesn’t allow her to get too tired (the previous day had been very full), so I asked her to rest upstairs. The PIC remembered me and “politely” reminded me “just 1 plate of salad.” The fifth problem was with the shower (it couldn’t be hung properly), the sink (it was a bit clogged), and the toilet (it was clogged). We have stayed at many 5-star hotels and have never been treated like this. Other hotels have always accommodated our requests to take breakfast upstairs. We are also very mindful of taking the amount of food. In fact, at other hotels, the staff often offer us more food as they see we take too little. Some also ask if we have any special requests so that they can prepare separately to meet our dietary needs. This has undoubtedly been the most awful hotel experience we’ve ever had. If not for the wedding party at this hotel, I would have checked out immediately and moved to another hotel. But it didn't end there... After submitting this feedback to the feedback form, the Assistant Front Office Manager of the hotel reached out to me. After a lengthy conversation, he convinced me to consider staying at Fairmont again during our next trip to Jakarta, as a complimentary gesture. When we planned our next trip to Jakarta, I contacted him to confirm the number of complimentary nights, so we can book the remaining nights ourselves. To my surprise, he stated that he only wanted to offer lunch or dinner, which was entirely different from what he had previously offered. It’s not about the number of complimentary nights, but about the gesture from a 5-star hotel and how they treat their customers. What we dislike the most, aside from how they treat customers, is that their words are not accountable. This just wasted my time. We are certain that we will not return to this hotel again.

Upon check-in at the counter, I was greeted and served by Ms. Wanda, and she is just so lovely. She was very helpful and polite in answering to all my questions. We had a little communication issue when it comes to the room's breakfast arrangement as I was not informed that it's meant for 1 guest instead of 2 guests, but she handled it professionally making my stay a meaningful and a very pleasant experience overall. All the staffs from housekeeping, Aru from the Concierge team (i.e. thank you very much for helping me with all my packages and parcels delivered to the hotel), to the security guards -- all of them were very helpful in ensuring my stay remains comfortable. I would usually put my room to be on a "Do Not Disturb" mode to have my own privacy, and the Duty Manager and the security came up to check if I was okay and if I needed any medical attention as it's on "Do Not Disturb" mode for 3 days straight. Their genuine concerns really touches me, and I will definitely return back here for my upcoming stays! My room was clean, and the view was great. I also went to try the bar located on the top of the hotel and the staffs there were very friendly. It has a nice view of the lighted GBK stadium at night and the entire experience was lovely and romantic. Food/drinks options were not bad too. The thing that wow-ed me the most is the entire space of this hotel. The lobby was huge, the restaurant level where I had my breakfast was also huge - buffet spread were lavish and there's so many to choose from. There were local food, international breakfast, sushi, even for the kimchi itself - they have 9 types of Kimchis which really amazed me. The breakfast options were delicious and very filling. The hotel location was also great. From the lobby, you can walk as there is a underground pathway (sheltered) linking from the lobby to the mall, Plaza Senayan. There is also another huge mall located opposite the hotel -- just a 5-10 minutes walk, but this one you have to cross the road (not sheltered). Overall, I was both happy and satisfied with my stay in Fairmont Jakarta.

Stayed here for three nights as an ALL Gold and was accommodated in the booked regular King room after booking a package rate direct on the ALL app that included breakfast. The Fairmont is losing its touch. ALL recognition has declined. Upgrades are non-existent. While I suppose this might be because the hotel sees more Plat and Diamond guests, Gold typically gets at least a corner room at most other ALL properties. On this occasion the check-in representative forgot to issue welcome drink vouchers (these did not appear in the app, nor have they for my past stays). It was a challenge to subsequently get them since there was only one person manning a perennially crowded front desk through the evening hours. The rooms are getting old and are in need of refurbishment. Longstanding pain points are starting to become more irksome, like how there is no light switch when entering the room (an issue when turndown service leaves the room dark) and how the master switch is not connected to the bathroom lights (necessitating getting up and manually switching them off). Breakfast offerings are average by global standards but dismal amongst Jakarta 5* hotels. I appreciate the barista coffee, but the breads are stale and the Japanese selection is poor (the Fairmont team should visit Art Cafe at the Raffles and compare notes given both properties are the same price point - the Raffles has an excellent Japanese selection). The food options in the warmers are of middling quality. The staff are eager and try their best, but the poor and declining hard product do not set them up for success. The hard product issues were compounded by the property’s stingy late check-out policies that run against the spirit of the ALL programme. This was very frustrating. I asked for late check-out per the ALL Gold benefit and had to negotiate for 2pm after the front desk agent tried to argue that 12.30pm was the best they could do (which would have been pointless, given lunch meeting plans). The hotel was not full the next night, and I did not use the ALL Gold early-check in benefit, so having to haggle for a late check-out left a bitter taste, especially since other chains like Marriott guarantee 4pm for Platinum and Titanium. I found myself asking why I didn’t just stay at the Westin or Le Meridien instead, both of which are excellent options. It appears that one needs to ask for a supervisor to get these basic benefits honoured, which is really not right. The Fairmont benefits from a good location and convention traffic but should not take its clientele for granted. It must remember that it is in the business of hospitality.