Grand Hawaii Hotel

Getting checked in took 45 minutes, and the room still wasn't clean. There was dusty tissue and paper on the bed, the room smelled, and the bathroom was even worse. I called housekeeping three times, but it still wasn't clean. I complained at the counter several times, and the staff didn't really pay attention. The service was poor, and the staff weren't helpful or friendly. The housekeeping and customer service teams need better training.

When we checked out, we waited about 15 minutes while staff inspected the room for anything missing or possibly stolen. That's fine, but one of our belongings had been left behind and the staff didn't tell us or do anything about it. What's the point of checking the room if you ignore a guest's forgotten item? Please train the staff better, manager. We also had to call the front desk for a doormat and slippers because those amenities were only brought up after we asked. They should be ready before guests arrive so we can settle in and rest. The fish fillet at breakfast was full of bones, even though it shouldn't have any. They need to understand the standard for fish fillet, chicken fillet, or whatever they're serving. It's a small thing, but disappointing. Service was so bad. Not everyone is here on vacation or for a happy trip. Some of us have just finished work and want to rest. Check-in was at 5 pm, and the staff told us to come back later because the housekeeper was still cleaning our room. You had five hours to prepare it before we arrived, but we waited around 30 minutes. Such a waste of time.

The room had plenty of space, and the kettle, AC, and cable TV were all fine. The fridge didn’t work, and the Wi-Fi was poor. Hot water was only available in the evening; at 4 am the shower wasn’t even close to warm. My office chose this hotel for me, and thankfully it was a good pick. We missed the hotel breakfast because of our flight.

One of the better places to stay in Pekanbaru 😉👍