Created March 23, 2024 at 4:20:07 AM UTC

:) CLOSED

Seng, Koh Chie

9/ 10 March 21, 2024 at 6:16 AM PST
Property: Spa Village Resort Tembok Bali
0 subscribers

Email Guest Reopen Alert Add Note Subscribe

Guest Information

Guest Name Seng, Koh Chie Property name Spa Village Resort Tembok Bali

Email irenangoo@gmail.com Checkin Date 03/16/2024

Feedback Date Thu Mar 21 06:16:03 PDT 2024 Checkout Date 03/19/2024

Reservation ID 339451084 Room Number 56

Activity

Alert Closed
03/22/2024, 9:19:29 PM PST · Guest Liaison SVRTB Corp Admin (Survey and Social) - YTL

Alert Created: :)
03/21/2024, 6:17:35 AM PST · System Generated

Promoter Feedback

Comments

Additional Feedback
Lovely place, serene and comfy. Staffs were gentle, courteous and accommodative. Will definitely be back. Gede, Astri, Arini,
Linda, Suratmini and team, thank you. All of you have made our stay an enjoyable and a pleasant one.

Topics:
Staff - Attitude

Other Suggestions
We hope to have a more accurate room booking. It would be great if the mattress properly maintained and the shower has constant hot
water supply.

Problem description
When we purchased the voucher, we were represented with an upper floor room. But upon check in, we were given a room downstairs.
There were 4 of us and we were checked into a non connecting room. Luckily, the Gede (the Asst Front Office Manager) managed to sort
things out for us by giving us a connecting room. However, we had to remain on the ground floor as all upper floor rooms were occupied.

The mattress were sinking in the center causing my hubby to have backache.

The water pressure in the shower is very low and there were no hot water after we have the flower bath.

Employee
1. Gede 2. Arini 3. Astri 4. Linda 5. Suratmini

Page 1 of 7
 Created March 23, 2024 at 4:20:07 AM UTC

Survey Scores

Guest Experience

Overall arrival 7

Overall guest room 8

Hotel cleanliness 9

Working order 8

Overall F&B 10

Overall service 9

Overall departure 9

Loyalty Indicators

Recommend 9

Value for Price 9

Overall Attributes

Overall experience 9

Overall accommodation 9

Return intent 9

Reservation

Overall reservation 9

Ease of booking 9

Hotel Facility

Hotel interior 9

Hotel exterior 9

Safety & security 9

Front Desk

Check-in efficiency 9

Front desk helpfulness 10

Front desk friendliness 10

Front desk knowledge 10

Professional appearance 10

Personally Recognised

I felt personally recognized during my stay 10

Page 2 of 7
 Created March 23, 2024 at 4:20:07 AM UTC

Room Experience

Room cleanliness 9

Overall condition 9

Room freshness 9

Bed comfort 6

Room lighting 7

TV and technology N/A

Bathroom cleanliness 9

Bathroom lighting 9

Bath amenities 9

Housekeeping 9

Internet

Overall internet 10

Breakfast

Overall breakfast 10

Breakfast presentation 10

Quality of breakfast 10

Variety of breakfast 10

Replenish of breakfast 10

Breakfast staff service 10

The Wantilan Restaurant

Overall restaurant 10

Reservation experience N/A

Ambiance 10

Quality of food 9

Speed & efficiency 9

Restaurant cleanliness 9

Restaurant staff service 10

Bell Service

Overall bell service 10

Bell staff service 10

Page 3 of 7
 Created March 23, 2024 at 4:20:07 AM UTC

Spa

Overall spa 8

Ease of booking 10

Service selection 10

Spa ambiance 10

Spa staff service 10

Concierge

Overall concierge 10

Fond Farewell

Overall fond farewell 10

Transfers

General employee service 10

Overall transfers 10

Page 4 of 7
 Created March 23, 2024 at 4:20:07 AM UTC

Segments

Issue Resolved

Issue resolved Yes No

Experienced Problem

Page 5 of 7
 Created March 23, 2024 at 4:20:07 AM UTC

Problem experienced Yes No

Bell staff Yes No

Billing / rates Yes No

Broken items Yes No

Check-in / Check-out Yes No

Cleanliness / housekeeping Yes No

Comfort of bed Yes No

Food and beverage Yes No

Heating / cooling Yes No

Hotel / room maintenance Yes No

Hotel amenities Yes No

Internet Yes No

Key card / Key Yes No

Parking Yes No

Noise Yes No

Recreational facilities Yes No

Reservation accuracy Yes No

Room amenities Yes No

Room location / type Yes No

Room smell Yes No

Safety and security Yes No

Staff interaction Yes No

TV / remote Yes No

Working order of bathroom Yes No

The resolution: Exceeded expectations Met expectations Below expectations

Demographics

Page 6 of 7
 Created March 23, 2024 at 4:20:07 AM UTC

Age 18-24 25-34 35-44 45-54 55-64 65-74 75+

Prefer not to answer

Employee
1. Gede 2. Arini 3. Astri 4. Linda 5. Suratmini

First stay (location) Yes No

Gender Male Female Prefer not to answer

Memorable stay Yes No

Reservation No advance reservation 800 number Called the hotel directly Hotel website

Other online reservation service Travel agent Corporate travel department Email

Other

Stay purpose Business Leisure Both business & leisure

Page 7 of 7