Compensation Clinic: JW Marriott Jakarta

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This week’s Compensation Clinic case comes from my stays at the JW Marriott Hotel in Jakarta. Most of my stays at this hotel have luckily been uneventful.

Compensation Clinic JW Jakarta

JW Marriott Jakarta has been bombed twice. Once in 2004 and the second time in 2009. Due to this, the hotel puts up a security theater at the door that likely wouldn’t deter anyone who would really like to attack this hotel for the third time.

You can access JW Marriott Jakarta’s website here.

My complaint for the hotel was for the two most recent stays:

JW Marriott Hotel Jakarta 02/XX/14 – 02/XX/14

I was working inside the room and internet suddenly stopped working. Then phone rung and the lady asked what time I would be checking out, when in fact she had already done that. I was in middle of doing something and this completely disrupted it. She couldn’t check me back in so that I could have finished my work. Rushed out of the hotel.

JW Marriott Hotel Jakarta 02/XX/14 – 02/XX/14

The room that I was assigned didn’t smell fresh. It had musty/moldy smell. Called the MOD and asked her to get someone to fix it while I was in the gym. Came back from the gym two hours later and nothing was done.

On both of my stays the club lounge men’s restroom had a  strong urine smell by the toilet that was very uncomfortable. Maybe they should clean it more often or have some strong air freshener installed?

I request 25,000 Marriott Rewards points for these inconveniences.

Hotels response:

Greetings from JW Marriott Jakarta!

I am in receipt of your feedback to Marriott Customer Care with regards to the recent lapse in service received at the hotel.

Your recent stays have not been ideal given the challenge with internet, smell in the room, staff service provided and upkeep of washrooms in the Executive lounge. I sincerely apologize for the same as this is not a JW or a Marriott experience we provide our valued guests. I assure you we as management of the hotel are in receipt of this feedback and are addressing the issue instantly. I thank you for the valuable feedback as that is the only way we as a hotel can improve on our services & products in order for our guests to truly enjoy their work stay!

Solution

The hotel granted 15,000 points as a compensation that is enough for a one free night at category 3 property such as JW Marriott Jakarta

Conclusion

This hotel is very good use of those category 1-4 MegaBonus certificates and I was really surprised that it didn’t go up by one category, as the rates during the week are rather high. I wouldn’t have opened a file with Marriott customer service if there hadn’t been issues on both of my stays.

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