Novotel Lombok Resort and Villas bintang 4

N. R. yang terhormat, Kami sangat berterima kasih atas komentar Anda mengenai kunjungan Anda di Novotel Lombok Resort & Villas. Sangat menyenangkan bagi kami untuk menerima feedback positif dari anda. Kami akan memberitahukan komentar Anda kepada tim kami. Kami yakin bahwa feedback ini akan menjadi motivasi bagi semua staf kami untuk kami terus berusaha dan terus meningkatkan kualitas pelayanan kami. Sekali lagi terima kasih karena Anda telah memberitahukan pengalaman Anda, dan kami berharap kunjungan Anda berikutnya akan sama memuaskan seperti kunjungan sebelumnya. Hormat kami, Dicky Maulana Front Office & Guest Experience Manager

Dear SGC198, thank you for taking the time to write a review after your stay with us. First of all we would like to extend our most sincere apologies, that our hotel was not able to meet your expectations. Please allow us though, to respond to your points of criticism: We are very sorry, that the design of our hotel in traditional local Sasak style couldn't meet your expectations and that also the design and lighting in our rooms were not suiting your needs. Indeed our Superior rooms do not feature any balconies, but we would have been happy to show you our Deluxe rooms with terrace in the ground floor or our villas, which feature private gardens and even private pools. We offer welcome drinks to all our arriving guests upon check-in. The scene you observed, was one of our colleague at the reception, informing another colleague from the bell desk, that the guest he was about to serve with welcome drinks, were actually not just about to check-in. We are deeply sorry if this scene caused a negative impression of our front desk team and would deeply like to apologize for this. We have recently upgraded our guest internet infrastructure and unfortunately it seems that your room was located in an area impacted with some connectivity issues. Our IT Manager, as you also mentioned, directly dedicated himself to your problem and since then has managed to solve all issues related to this matter. Due to Indonesian law, the access to the beach for the public can't be restricted. Therefore we are sorry that you felt harassed by the local vendors, offering their goods to guests at the beach of our hotel. I'm very concerned on your source of information on the local surrounding. Indeed our hotel is not in the heart of a buzzling city, but it's just a 6 minutes drive to reach Kuta village, offering plenty of restaurant options and satisfying basic shopping needs. It can be reached by private transportation, scooter rental or even walking (35 mins) if desired. A tourist looking for a mall next door or being surrounded by shops and restaurants, should indeed not consider visiting our hotel. Regarding the prices in our minimart "LeMart" within the hotel, I'm very wondering on your statement of paying 150.000 IDR for 1 bottle of water & 2 cans of Coca Cola. As per our price list, that is publicly displayed on top of the fridge, these 3 items must have cost you in total 75.000 IDR and therefore half the price you claim to have paid. However, should you indeed have been charged for those 3 items at double the price, please reach out to me and I will ensure that this will be rectified. Besides that, indeed our guests will need to take a car or motorbike to reach the nearest minimarket or shops, if they prefer not to buy from our hotel owned shop. To provide our guest the convenience not having to leave the hotel for that, we provide a selection of snacks, drinks and other items of basic needs in our shop. We noted your concern regarding the noise isolation of the showers towards neighboring rooms. We will put these under consideration for further improvements at our hotel. In the end we again would like to apologize, that the Novotel Lombok Resort & Villas was not able to meet your expectations and we can only suggest, to invest some time into research of your desired travel destination, before your next journey. Looking at the fact that you are comparing Lombok with Bali and most of the points (location of hotel, interior design, surrounding of the hotel etc.), would have been clear by utilizing a search engine in advance or asking for a more detailed information from your travel agent, we believe this will save you a lot of hassle and frustration in the future. With kind regards, Andreas Kahl General Manager

Adi H. yang terhormat, Terima kasih telah memberikan waktu Anda untuk memberi tahu kami mengenai pengalaman Anda di Novotel Lombok Resort & Villas. Kami sangat menyesal pengalaman Anda tidak memenuhi harapan Anda dikarenakan serangga dikamar, perkenankan kami menyampaikan permohonan maaf kami setulusnya. Setelah kami lakukan pengecekan ketel di kamar berfungsi sangat baik dan akan mati secara otomatis jika suhu panas air sudah sesuai dengan standarnya. Sebenarnya masalah tersebut merupakan pengecualian dari prosedur yang seharusnya. Kami yakinkan Anda bahwa kami telah mengambil tindakan untuk mengatasi dan mencegah berulangnya masalah di masa depan. Kami ingin menegaskan komitmen kami atas standar kualitas tinggi, dan secara pribadi saya ingin memastikan Anda akan merasakannya dalam kunjungan Anda berikutnya di tempat kami. Kami menunggu kedatangan Anda kembali di Novotel. Jangan ragu untuk menghubungi saya pada saat kunjungan Anda berikutnya. Hormat kami, Dicky Maulana Front Office & Guest Experience Manager

s. yang terhormat, Kami sangat berterima kasih atas komentar Anda mengenai kunjungan Anda di Novotel Lombok Resort & Villas. Sangat menyenangkan bagi kami untuk menerima umpan balik/tanggapan positif. Kami akan memberitahukan komentar Anda kepada tim kami. Kami yakin bahwa umpan balik ini akan menjadi motivasi bagi semua staf kami karena kami berusaha untuk terus meningkatkan kualitas layanan kami. Sekali lagi terima kasih karena Anda telah memberitahukan pengalaman Anda, dan kami berharap kunjungan Anda berikutnya akan sama memuaskan seperti kunjungan sebelumnya. Hormat kami, Dicky Maulana Front Office & Guest Experience Manager

Dear Greg, We very much appreciate your comments regarding your stay at the Novotel Lombok Resort & Villas. Thank you for highlighting most of our facility and the food quality. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Dicky Maulana Front Office & Guest Experience Manager