Four Seasons Hotel Jakarta in Jakarta

We chose to stay at St. Regis Jakarta specifically for the kids club rave experience, and we clearly mentioned this in our booking email and inquiry before arrival.
We arrived at 1 PM and were told it was fully booked for the entire day. This was very disappointing, especially since it was the main reason for our stay. To make matters worse, another guest who arrived around the same time was allowed same-day access without prior booking, even bring bigger number of kids, which felt inconsistent and unfair.
For a five-star hotel, check-in and breakfast was also overcrowded and chaotic. The app customer service was more helpful than the duty manager onsite, who did not offer a meaningful solution even after we mentioned we were cancelling the reservation.
Overall, the experience did not reflect the level of anticipation and service expected from a brand like St. Regis. Although I appreciate the room service and their gesture to making up for the kids club booking.
Pro tips: the kids club booking start on 6am morning..

Stunning Venue, Disappointing Service

I’ve stayed at The St. Regis Jakarta more than once, and unfortunately the service issues appear to be consistent rather than isolated.

Let’s start with the positives: the venue is beautiful. The design, ambience, and overall vibe are exceptional. Architecturally and aesthetically, it feels worthy of the St. Regis name. Rose Deli was genuinely excellent in terms of product quality. The atmosphere throughout the property is elegant and impressive.

However, the service level does not match the brand or the price point.

Upon arrival, the first room had a plumbing issue — the shower drain was clogged. I was switching rooms anyway, but the process took nearly an hour, which felt excessive for a property of this caliber.

Dining operations were surprisingly chaotic. The dinner buffet tables were constantly fully booked, as was the bar, with no apparent preference given to in-house guests over outside visitors. As a staying guest, it was shocking to be turned away from Bel Étage on a Friday night because it was completely full.

The Drawing Room served what can only be described as a “soupless” French onion soup — essentially just toppings with no actual broth. At Rose Deli, while the food quality was good, service was largely non-existent and many seafood items were out of stock.

The St. Regis Bar was marked fully booked — yet visibly empty. This was confusing and poorly managed.

Concierge assistance was unreliable. A simple request for medicine delivery to the room was ignored. There was also a loud party continuing past 2 a.m., and while the staff were “moderately” addressing it, the disruption should never have reached that level in the first place.

Overall, everything felt slow, disorganized, and confused — particularly during what appeared to be a holiday period. If the hotel struggles operationally during peak times, that is a management issue, not a guest’s problem.

Being a Marriott Bonvoy Platinum Elite member seemed to carry little weight here, which is disappointing given the loyalty expectations tied to the brand.

This is a property with world-class design and atmosphere, but service that feels closer to a mid-tier hotel. For a St. Regis, that gap is difficult to overlook.

I sincerely hope management addresses these recurring issues — because the physical product deserves better execution.