Andreas Roberto
Google
While our birthday dinner experience at The Club last night was extremely disappointing, I want to give credit where it’s due — breakfast the next morning was a significant improvement.
The staff seemed to recognize the issue and responded quickly. Service was far more attentive, the food came promptly, and the overall atmosphere was much better than the night before. It’s clear that the team made an effort to address what went wrong and turn things around.
Good job and thank you for acknowledging the problem and acting on it. I really appreciate the willingness to improve — it made a big difference to how we felt about the stay overall.
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Date of Visit: 2 August 2025, 18:30
Room: 190X
I stayed at this hotel for a special occasion — we were celebrating a birthday and chose this property because of its glowing reviews and the promise of a full board experience at The Club, which many had described as refined, well-managed, and enjoyable. Unfortunately, the experience fell far below expectations and left us deeply disappointed.
On the night of 2 August, we arrived at The Club at 18:30 for what was supposed to be a beautiful birthday dinner. We placed our food and drink orders promptly. However, after more than an hour, there was still no food on our table — not even a small portion. Throughout this time, we ordered several rounds of drinks, and the table remained empty. Strangely, no staff came over to check on us. No one seemed to notice or care that we had been sitting there without food for over an hour. The complete lack of attention was baffling.
Our food finally arrived at 19:40, but instead of relief, what followed was further disappointment. I had ordered nasi goreng kecombrang, which I later discovered was already available on the buffet spread. And when it was finally served to our table, it was cold. It didn’t feel freshly prepared — in fact, it honestly seemed like they had just taken it directly from the buffet. This is not what you expect when ordering from a menu at a premium club lounge.
I also ordered a small portion of rendang and sup buntut. The rendang was forgettable, but the sup buntut was especially bland and underseasoned — lacking the richness and warmth you’d expect from such a signature dish. Again, underwhelming and disappointing.
To top it off, a drink we didn’t order — a Negroni — was brought to our table. It turned out the drink actually belonged to the guest at the next table. This kind of service mistake should not happen in a five-star environment where attention to detail should be second nature.
Then came the final blow. A staff member came to our table and said, “Sir, cocktail hour is ending.” At that point, we had just received our food. How are guests expected to enjoy cocktails on an empty stomach for over an hour — and then be told the service is ending just as food finally arrives? That moment perfectly summed up the whole experience: poor timing, poor service, and poor coordination.
What makes this even more frustrating is the comparison to other Hyatt properties. On the same day, we had lunch at Park Hyatt, and the difference in service was like night and day — Park Hyatt was attentive, precise, and thoughtful. And just a few months ago, we also stayed at Andaz Bali and Andaz Jomtien in Thailand, both of which delivered outstanding service, warm hospitality, and well-timed execution — exactly what we thought we’d experience again here. But this stay didn’t even come close.
Even if someone had apologized, it wouldn’t undo how this ruined what was meant to be a special evening. If I could turn back time, I would have chosen Park Hyatt instead and avoided this entirely.
As a Hyatt member, this stay was truly disappointing and didn’t reflect the brand’s usual standard.
Will I return? You tell me — if you were in my shoes, would you
