Horison Sentani

The staff were all friendly and helpful. Room was clean, mountain view was great, Everything went well until the final night, the electricity in my room went off at about 10.15pm. I just finished showering after a very long day, was not yet properly dressed and had to find my stuff in the dark before I could call for help. Staff responded quickly to my report but the problem couldn’t be resolved so they move me to another room. They only had a twin room left so I had no choice. I complained that the room was not what I asked for, but they only said “sorry we have no other room” and that was it. From lights off to room move took “only” 30 minutes but the inconvenience lasted the whole night. I had to quickly pack my stuff, move to the other room, unpack the messy packing and then re-pack because I had to catch an early morning flight. It was so inconvenient that I only had 3 hours of sleep, even that was uncomfortable. When I checked out they didn’t acknowledge the inconvenience, didn’t even ask me whether the room was ok, and no apologies at all from the management. I was contacted by WhatsApp when I reached the airport but only to ask about the deposit, NOTHING about the incident on the final night. I replied that I was utterly disappointed with the management’s response. I said if the management was really serious they should have acknowledged that my final night stay did NOT meet what I paid for. I was then contacted by someone else from the hotel who apologised on WhatsApp (even saying that they still hoped I would make Horison Sentani my “hotel of choice” for my next visit??) but this was only AFTER I complained profusely to the one who contacted me about the deposit. I said if the hotel is serious about apologising they should refund me the final night, either in whole or partial. The person promised to take this to the higher management, and I said ok I will wait a few days, otherwise I would place a bad review for my stay. It has been one full week (7 days) and there has been absolutely NOTHING, ZERO communication from the hotel. Therefore, no matter how good their service was in good times, they are obviously super bad when it comes to bad times, and there is no procedure to handle such cases. If Horison Sentani is really serious in saying they hope I still make them my “hotel of choice” for my next visit, they should handle this properly. What a disappointment. I give a “very bad” review because like what Indonesians say, “karena nila setitik rusak susu sebelanga” - and that was what happened.