Keraton at The Plaza - The Unbound Collection by Hyatt

Dear Keraton at The Plaza, We are writing to you about the disappointing experience we had during our stay at your hotel. When checking-in, we have been overlooked. After our arrival at the lobby and informing the concierge about it, another couple arrived. Even though it was our turn to complete check-in, the receptionist engaged with that couple who have just arrived, despite the warning by the concierge that we arrived before them. This manner prompted us to remind her that we arrived before that couple. Only then, she attended us. If this were the only disappointing incident, we would not write this review. However, we had more of such overlooking in service. We have been overlooked several times during our afternoon tea time, dinner and breakfast. Our stay was advertised as all-inclusive, including breakfast, lunch, and dinner with both open buffet and a la carte options. During dinner, we ordered slow cooked beef ribs and jumbo prawns. It took about 30 minutes for the foods to arrive, and when it did, it was almost cold, not even warm. I later requested an additional portion of beef, but after waiting another 20 minutes, it didn't arrive. Eventually, we were informed that the order had not been sent to the kitchen, so we had to wait for another 10 minutes. If there are limitations on ordering more than once, it would be better to inform guests clearly from the beginning. For breakfast, we came early at around 6:15 AM, and there were only two other guests dining at that time. After waiting for about 20 minutes, two men arrived and also ordered the same beverage as me. They received their hot lattes almost immediately. When I asked about my coffee, the staff seemed unaware that I had ordered my coffee. Overall, I hope this feedback can help improve the service quality in the future. My intention is to urge you to give more training to your staff. They have been kind, but fail to serve the ordered item in an expected way and time. I am not posting this review for now to give you chance to ameliorate the service.

I never regret my decision to stay here again. There has been a significant improvement in the food—much tastier now and closer to Indonesian taste buds. I would also like to commend Wijayanti, Mutia, and the security team for their quick response and excellent coordination in helping me locate my missing mom. Their support truly put me at ease during a stressful moment. The room has a modern, comfortable feel, which made the stay even more enjoyable. I genuinely love staying here—they’ve earned a loyal customer. I’ll definitely be coming back often.

Definitely one of the best hotel stay that I've ever had in Jakarta. The staff is so kind and accommodate my request to the dot. From the beginning I walk into the lobby, I got greeted by friendly face. The front office staff is super kind and professional, she even gave me a beautiful batik scarf! The price include breakfast, lunch, and dinner. Their ala carte option is stunning with beautiful presentation and amazing taste. Their restaurant staff is very accommodating. I got captivated by the city light view I got at night, usually I closed my curtain, but during my stay, I keep it open just because how beautiful the scenery is. Keraton feels like a luxurious home and will come back to stay longer for sure. Thank you to all Keraton staff for their maximum effort!

Exceptional service from the staff! Thank you Wanda from concierge offering recommendation for restaurants and massage! Opt for full board, every menu for breakfast, lunch and dinner wowed us! Every menu was well curated with western and Indonesian dishes! The room was huge with comfy mattresses and pillows! Curtains were remote controlled and bonus was the smart tv. Huge bathtub that comes with bath salt! This has been one of the best hotel stays ever!

Bespoke luxury hotel in Jakarta !! Attached to the grand Hyatt Jakarta this bespoke luxury hotel is a luxury stop for hotel enthusiasts. From bespoke beetle leaf luxurious toiletries to prosecco at cocktail hour it has it all covered!! |Big luxurious rooms and carefully curated culinary choices at the club lounge it has it all. And attached to the one of the luxe mall the plaza has all the brands. |The staff working here are kindest and goes out of their way to care for you !! Huge shoutout to julien & Monica from club lounge they made my stay perfect and took care or me & my food in club lounge. The attention to details in keraton at plaza is top notch !! Don’t miss this place if you are coming to Jakarta !! |Carefully curated food at club lounge, best wines & sprits at cocktail hour. Thanks guys !!!

I stayed at Keraton at The Plaza Jakarta during a short two-day layover, and after staying in hotels across more than 50 countries, I would easily place the Keraton at the very top tier for service, comfort, and food. From the moment we arrived, the staff was exceptional—always smiling, always greeting us, and always attentive without being intrusive. If we looked even slightly unsure, someone was there to offer help. They seemed to anticipate our needs before we even asked. On our first day, Wijayanti, the Front Office Manager, warmly greeted us and asked if we needed anything. I mentioned in passing that I needed to run around Jakarta to find a camera and dive housing for an upcoming scuba trip. The next day, when I ran into her in the elevator, she stopped at our floor just to check in—and even remembered to ask whether I had managed to get the camera. That level of attentiveness is rare. When my dive housing was being delivered by GoJek, the driver went to the wrong gate. Without hesitation, the hotel staff stepped in—calling the driver with updated instructions and coordinating with the front gate to watch for and direct him. Calm, professional, and efficient service throughout. The lounge deserves a special mention as well. The food was genuinely delicious, and once again the staff was attentive, professional, and friendly. Our room was outstanding—easily in my top three for comfort and amenities among all the hotels I’ve stayed in. Finally, the hotel’s direct connection to Plaza Indonesia is incredibly convenient. Pharmacies, money changers, restaurants, and food courts are all easily accessible without stepping outside—especially appreciated during the heavy rain while we were there. All in all, I would confidently rank the service at the Keraton among the top three hotel experiences I’ve ever had worldwide. I am a Lifetime Hilton Diamond and my wife is a Lifetime Marriott Platinum, therefore we have stayed in a lot of hotels. An exceptional stay in every respect.

Was staying at 22 floor which is the top floor, room atmosphere was a bit stinky due to barhroom drain. Room servise foods options is very limited. Room was clean, great views, air con perfectly function. Staffs are below expectation, at check in process I told them that there will be 2 deliveries (flowers bouquet and present) and please send it directly to the room without confirmation and what they did was sending confirmation twice to my partner’s whatsapp so the surprised was failed. Location is perfect. Facilities werent so great because at Keraton tower they only have the gym which is pretty small however you can use Grand Hyatt facilities such as pool and sauna/steam but you have to walk to differenr building/tower.

Nestled in the within the notorious bundaran HI, you can find Keraton as an oasis in hectic city yet so convenient just a step away from Plaza Indonesian The moment of sophistication at the entrance with modern and whispering Indonesian heritage aesthetic in subtly ambient. The sincerely warm hospitality was part of the charm of keraton especially Abel, Denis, Julian and the rest of the team. The stay was marvellously mesmerising