Overall: This is definitely not a 5 star hotel. If we ever have to come to Palembang again, we might consider staying closer to the Palembang Icon mall. The immediate hotel area is ok but when you go out, it’s a bit chaotic and there’s no sidewalk. Laundry is expensive so we found a local laundry place nearby (via Grab) called Syia that did a excellent job for a one day service and our clothes were pressed and smells so good!
Bathrooms in the rooms smelled like urine. Had to change rooms due to the strong smell. There must be something in the drainage because several of us who stayed there had the same issue. The door to the walk in shower had a crack so the water spilled out to the bathroom floor. When we notified housekeeping, they told us to just put a towel over it. The towels are old and smelled like mildew.
Lock pad on the door and safe also were not working and had to call two separate times to have fixed.
Customer service and communication from hotel management was difficult. They seemed reluctant to contact their customers and sent other people on their behalf to handle questions or escalations (which were not helpful).
As feedback, when you organize a group “buffet” at the Lotus Lounge, there should be ample food AND plates to cover the number of people in the party.
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