Clay Hotel Jakarta in Jakarta

Dear Hotel Management Team,

I am writing to formally express my concern and disappointment regarding an unpleasant experience I encountered during my recent stay at your hotel. I believe it is important to bring this matter to your attention so that it can be addressed appropriately and does not affect other guests in the future.

First, I was verbally reprimanded by a receptionist for walking barefoot in the hotel lobby. The reason given was that it was “uncomfortable for other guests.” I found this explanation to be subjective and potentially discriminatory, as it appeared to judge personal lifestyle choices rather than being based on safety, hygiene, or a clearly communicated policy. I was not informed of any visible or written regulation prohibiting this, nor was the matter conveyed in a respectful or welcoming manner.

Second, the staff justified the reprimand by referring to an internal Standard Operating Procedure (SOP) requiring guests to wear footwear in public areas. However, the hotel did not provide any slippers or footwear for guests, which I found contradictory. Expecting guests to comply with a rule without providing the necessary facilities reflects a gap between policy and service implementation.

Third, when I was collecting my food order, I was addressed in a sarcastic and unprofessional tone. Despite showing clear proof of my food order via Shopee, I was still questioned in a manner that felt dismissive and unnecessarily confrontational regarding my room number. While I fully understand the need for verification, the manner in which it was conducted did not reflect the standards of hospitality and courtesy expected from a hotel of your standing.

I would like to emphasize that my concern is not about the enforcement of rules, but about the manner in which guests are treated. Hospitality, respect, and inclusivity are fundamental principles of the service industry, and unfortunately, my experience did not reflect these values.

I kindly request clarification regarding the hotel’s policies, as well as an explanation of how staff are trained to communicate and enforce such policies. I also hope that this feedback will be used constructively to improve service quality and staff professionalism.

Thank you for taking the time to review my complaint. I look forward to your response and trust that this matter will be handled with due attention.

Yours sincerely,

How much you pay how much you get

This hotel located in heart of Jakarta... Near to train station and few amenities... What special about this hotel is the receptionist was so good and friendly... Room and toilet cleanliness can be improved...not really bad...