Hotel Santika Premiere Bandara - Palembang

The rooms were nice, but checking out was a really bad experience. I spent about an hour trying to get things sorted, and the service put a damper on the stay. I called the front office for a bell boy to help with our luggage and waited, but no one came. I called again, still no one showed up, so we went to the receptionist ourselves. Only then did they call the bell boy. The room check was just as frustrating. Staff said a towel was missing, but didn't carefully inspect the whole room first. At first the receptionist said it was a face towel. We checked all our luggage to make sure it wasn't there. She told me to sit and wait, but didn't update me, and the seating was far from the desk, so I had to go back and ask several times. Then she said it was a bath towel. We were sure we hadn't taken any towels, but waited again. In the end, she said all the towels were there. 😂 We even went back to the room ourselves to confirm the count was complete. Really, I lost about an hour just checking out because they hadn't checked properly before giving me the wrong information twice. Please fix the service. Nice rooms can't make up for that. I wouldn't have minded paying an extra charge if the staff had explained things clearly from the start. We booked two rooms with a connecting door, not just one, and I also paid for extra breakfast pax(es). Edit: I don't understand the hotel's reply. The excuses and denial didn't make me feel any better. The front office could at least have told me the bell boy would take a moment because they were helping other guests. Then I wouldn't have had to call twice and go ask in person. At the time, though, we didn't see them assisting anyone. I booked two connecting rooms. I also called my friend to come out of the room within minutes, not later, so I could get her key and the deposits back at the same time. Why didn't housekeeping check the other room from the beginning? Why did it take so long, with the front office mistakenly telling me twice that a towel was missing, first the face towel and then the bath towel? I don't see how the hotel can say it doesn't understand its fault. It made no sense to me. The room limit had nothing to do with my complaint about how long check-out took, and I didn't even get a simple apology.

The hotel has spacious rooms and a nice view, though its city location isn't very convenient. The food was okay. What really bothered me was how much noise came through: kids were jumping around on the floor above, and we could hear them loud and clear. Even people walking along the corridor could be heard in our room. The rooms need better soundproofing and more attention to comfort.

It's close to the airport, though a bit farther from the city. I liked the hotel's atmosphere and service, and everything else was good. I'd definitely come back! 👍🏼👍🏼

The sound insulation wasn't good, and somehow there were ants crawling around. I raised the issues, and the management responded quickly and professionally. They offered to move me right away, and the new room was much better. I slept well after the move. The staff handled it with care and attention, and the service recovery was excellent.