ASTON Jember Hotel & Conference Center

Pak Wahyu Ari Saputro, I stayed at your hotel from Dec 9-11, 2025. There are several things that need attention. I travel often and spend more than 200 nights a year in hotels around the world, so I hope this feedback helps. After arriving at 10 AM following a 13-hour train ride from Jakarta, I understood that check-in was at 2 PM, but the front office staff kept repeating the rule, which became frustrating. I waited in the lobby without asking for anything, and saw some other guests get rooms while I was still waiting, even though staff could clearly see me. At check-in, I was told my room had no windows. I was surprised a four-star hotel would sell a room like that, and there had been no information about it in the reservation. I said I couldn't stay in that kind of room and asked to switch. The staff offered another room for an extra charge, which I objected to. After a difficult discussion, he agreed to give me the other room. There were no bath towels in the room when I went to shower. I called three times over more than 30 minutes, but nobody brought them, so I had to go downstairs and collect them from reception myself. The staff did send a fruit platter afterward as an apology. The room needs maintenance too. The wall wasn't clean, and there was a lot of moss on the window glass. I didn't try the food this time. I hope things improve in the future. Regards, Ruri

Parking was frustrating too. Several spaces were blocked off with cones for a VVIP group, Pajero Club, which made things difficult for regular guests. As a paying customer, I felt that was unfair and upsetting. Are guests who aren't VVIPs valued less? I was also disappointed by the rooms. I had booked two non-smoking Junior Suite rooms, but both had a strong cigarette smell, with visible cigarette marks on the table and seating area. When I raised it, staff just turned on the air conditioner and sprayed Bayfresh air freshener. That was an unprofessional response and didn't address the problem. They eventually moved me to another room, but it was much the same, only a little less smelly. I accepted it because there was no other option, and by then I was tired and upset. This stay didn't meet the standard I expected from Aston. I hope the feedback is taken seriously, since comfort, honest room descriptions, and equal treatment should be basic parts of hospitality.

The bed was comfortable, the room felt modern and clean, and I slept well in the quiet atmosphere. Breakfast had lots of tasty choices, and service across the hotel was top-notch. From arrival through checkout, the staff were friendly, professional, and attentive. Their warm welcome made me feel well looked after. Aston Jember is a great choice for a business or leisure stay, and I hope to come back.

The buffet had plenty of variety, and the staff were polite and friendly. We also had complete amenities in the room, plus free mineral water refills at every corner of the hallway. Our room was on the fifth floor and was non-smoking. It was comfortable for me, my husband, and our little son, who loved looking at the city view. He also couldn't get enough of the pool on the second floor. It wasn't too crowded while we were there. Such a lovely, comfortable stay.