Marbella Suites Bandung

I stayed in this ngelected hotel from 24-25 Dec 2023. I came at 12.00 for registration with my family waiting in the car. The receptionist willy did not give the room as it was not ready yet. Understood very well about this situation. The room was ready and the key was given above 2 pm because I was skipped by one guest. Never mind I was still okay. But guest what when we enter the room ???? If I can find the worst word than terrible, I will use it to decribe this room. Disguisting yellow and black spots every where on the duvet and pillow case ( you can see the pics that I attached ). Tte Air Con very noisy and not cold. My family could sleep on such a kihd if spots then I delivered complained to their whatsapp, telling alll the condition, and needed see Manager on Duty. We did not want to touch the bed. And I was waiting for the manager in the lobby for almost 1 hours eventhough I already spoken to Rian ( FB ) but the name tag ia housekeeping staff. I also talked to willy that I was waiting for the MOD. Then I got information that the MOD will come by 5 pm. Ha...ha...ha.....seriously guys....no wonder you had very good service....my Godness. Ok, then I gave up, I told them I was waiting in the room. But when I saw my exhausted face if my family, I could not hold anymore, then somebody from engineering came bringing a tube of freon to fix the AC. I could not let them fixing the AC with my family had to wait. Then Finally, managerial level met me in the lobby ( I respected her by not telling her name ). Normative, she apologzed , telling it was not supposed to be happned. And she changed the room which was not even better. Yes it was neat for the duvet, but oh my God...spots still there. Moldy bathub sealant, peel off wallpaper, broken phones that could not be used, poor wifi poir TV....oh very frustrating !! Okay, it was useless. We were all tired. This manager did not know how to handle complain, no service recovery....no follow through.. No empathy...not at all. They dont care about their guests. I hope the management of Marbella took serioisly every complaints stated on every platforms. My suggestion to all travelller DONT STAY IN THIS HOTEL.

The only positive about this hotel is its location, the view is amazing overlooking the hills, and also its swimming pool is superb, very big, kids love it. But the rest of this hotel needs improvement, towels and bed sheets, duvets and pillos case are greyish color, they are not looking clean and fresh , they are old and in need of change. I asked for new towels in the second day and it smells a bit like cat pee! The furnitures are old and need remodelling. Floors of public area are dirty!! They probably cut back of their cleaning services worker due to pandemic. Wall corners in public area covered in spider web. Won’t coming back here again.

Stayed at Marbella from Nov 7-8 2020, the experience was terrible. First, they messed up my booking, I booked via Agoda and the front desk told me they didn't recieved my bookings. So they put me in the rooms that is still available on the 11th floor!! The room was dirty, old, dusty, and had a lot of dead bugs at the balcony. One of the elevator wasn't working at the time, so I had to use the stairs from 11th floor to the ground floor eveytime I want to getout, because the lift was always full. What kind of service was that? Everyday at mornings and noons, the hotel area is very noisy from all the bugs making sounds. Also, the lobby is not clean. Lastly, on weekends there's always a traffic jam on the roads leading to the hotel and that will take you hours, to finally escape from that traffic.