Hotel Polonia Medan Managed by Topotels

A decent breakfast with international options was a nice change from ayam penyet. The room had a smart TV and Netflix, and there’s a bank near the lobby as well as massage room service. Good place to stay in Medan, with a full set of facilities.

My booking on Agoda was for a queen bed, and I paid extra for it. At the front desk, the receptionist shoved a voucher for a single bed at me and told me to look at that. When I showed my own booking voucher, they ignored it. The way they spoke was rude and disrespectful, as though I should simply accept whatever room they chose to give me. I paid for a queen bed and expected one. The handling of this basic room-type error was infuriating, and the customer service felt unprofessional and incompetent. If this is how staff deal with a simple mistake, I can’t imagine how they’d handle a serious problem. It left me thinking management either doesn’t care about the guest experience or has checked out. I won’t return, and I wouldn’t recommend this hotel to anyone, even as a last resort. Save yourself the frustration and choose somewhere else. Thank you for the great experience, Le Polonia Hotel!

I booked a family room for three adults and a five-year-old because my sister insisted we stay here, saying the hotel was viral. I’d chosen it over Aryaduta, but the first impression was awful: the room was for smokers, and the smell hit us as soon as we opened the door. I couldn’t breathe comfortably, and my son felt unwell. He looked gloomy the next day after sleeping badly. I complained and they sprayed perfume, but the smoke smell was back within hours. At 1 am I had to ask for another spray. They brought a bottle and insisted I return it right away. Even after paying the full price, around 1.1 million rupiah, we were still stuck in a smoking room. I don’t think a five-year-old should be expected to put up with that. Service was slow for a four-star hotel, too. I asked twice for an iron at night; it arrived in the morning after I asked a third time, and there was no ironing board. The iron didn’t heat up, so I couldn’t use it at all. It was a horrible stay, and I don’t think I’ll come back.

The friendly, smiling staff made the biggest impression on me. Even the pool attendant was polite and helpful. The room was cozy and breakfast was good, too. Thanks for the service.