DoubleTree by Hilton Jakarta Bintaro Jaya

The property boasts a well-equipped gym, pleasant pool, and proximity to shopping and entertainment. Guests enjoyed the delicious breakfast and praised the clean, spacious rooms and friendly staff.

I recently stayed at DoubleTree by Hilton Jakarta – Bintaro with my family, and overall, we had a good experience in terms of location and dining service. The hotel is conveniently located, and both dinner and breakfast were enjoyable, with a good variety of food and excellent taste. The restaurant team did a great job. However, there are several service points that need serious improvement, especially considering this is a Hilton brand property. We arrived at the hotel around 16:30, yet surprisingly, our room was not ready. The receptionist told us to wait for an additional one hour, despite us paying full price and arriving well past the standard check-in time. This was especially inconvenient because my son was not feeling well and needed to rest immediately. After we expressed our dissatisfaction, the front desk suddenly “found” a room that was ready. Unfortunately, the room did not match our booking preferences. I had specifically booked and paid extra for a high-floor room, but we were assigned a room on a lower floor. When I asked for clarification, the hotel staff mentioned it was an “upgrade.” However, upon checking, the so-called upgraded room was only 4 m² larger and the price difference was merely 8–10 USD compared to the original booking—hardly a meaningful upgrade and not aligned with what we paid for. Additionally, I had included a dinner package in my reservation, but upon check-in, no one informed us about the dinner details. We had to proactively ask for information, otherwise it would have been overlooked entirely. I understand the hotel was at full capacity due to the holiday season, but frankly, this cannot be an excuse for such disorganized service. This is DoubleTree by Hilton, not a standard budget hotel. Proper preparation for peak seasons is expected from a global hotel chain, and this experience fell short of that standard. In conclusion, while I appreciate the dining experience and the hotel’s convenient location, the check-in process and handling of my booking were disappointing. This stay has made me reconsider whether I would return to this hotel in the future.