Holiday Inn Express Jakarta Pluit Citygate by IHG

The problems began at check-in. Our prepaid, non-refundable room wasn't ready even though we arrived around 3:00 PM, the official check-in time, so we had to wait. Reaching the hotel was also a hassle, involving one elevator to the mall and another to the hotel, and there was no help with luggage. For a place that calls itself 4-star, that was shocking. The location is very inconvenient and hard to access. When they finally said our room was ready, it was filthy and smelled strongly of damp. It was on the top floor near the roof, and after heavy rain the day before, it was clear water had leaked in. We accepted it only because we were exhausted from a long trip and staying one night. The AC didn't work at all. We waited almost two hours for a technician, who said it needed time to return to normal, but it never worked properly. I travel often and use booking platforms regularly, and I've never had a hotel experience this bad. The cleanliness, service, location, and staff all disappointed, and there was nothing that made it a reasonable choice. Sleeping on the street would be better. A complete failure, avoid this hotel.

Getting the Smart TV I asked for was a nice surprise. Instagram customer service said it could be arranged, but that I needed to contact reservations. There was some confusion at first, but I got the TV at check-in, so they did listen, and I really appreciated that. The room was clean and comfortable. The AC wasn't very cold, but it was cool enough, and the hallway always smelled nice, which put me in a good mood when I walked through. Breakfast was just okay. Maybe I was comparing it to the amazing breakfast at another 3-star hotel I'd stayed at before, but at a 3.5-star place I expected a bit more. Hopefully the menu improves. The hotel is right above a mall with a connecting door and lots of food options, so it's easy to grab something if breakfast doesn't leave you satisfied.

The one good thing was the breakfast, and having the mall connected to the hotel meant there were plenty of restaurants nearby. Otherwise, this was the dirtiest, worst Holiday Inn Express I've stayed at, and I wouldn't stay here. The pillows, beds, and rooms smelled strongly of sweat. The carpets were stained and dirty, and under the white duvet the comforters were yellow and spotted. The shower drain was clogged and water spilled out onto the bathroom floor. We couldn't sleep all night. We complained repeatedly to the front desk and were moved to another room, but the walls around both rooms were just as dirty. Nothing else in the rooms was good.

I really liked the coffee here. Bak Sania showed me how to make it today and guided me through the steps. Breakfast was pretty good for a hotel, with a nice variety of 3 stars. Thanks for making the stay comfortable. The room could use a little more dusting, especially around the TV.