Reviews

Always happy to stay in here. Good vibes, good facility, excellent services. The breakfast was great also. And the kid activites thumbs up

Grand Hyatt Jakarta is the best hotel I ever stayed in (and probably ever will stay in!) They really make a Globalist feel like royalty: expedited checkin, dedicated concierge, knowing your name, learning your favorite drink, and generally lavishing you with the best service of your life. The service of the staff was unmatched. The Club Lounge staff were amazing, and breakfast at The Grande had service was perfect. Every meal and every style of cuisine was some of the best I ever tasted. The room upgrade was exceptional and the views and amenities couldn't have been better. I may come back to Jakarta just to stay here again! Worth every penny.

This was a great experience with the Grand Hyatt Jakarta. We travelled all day and just wanted a peaceful evening and we received exactly what we expected. Thanks

My partner and I had a wonderful stay at Grand Hyatt Jakarta. The facilities were top-notch—especially the pool area and fitness center, which were clean, modern, and very well-maintained. Everything felt comfortable, high-quality, and exceeded our expectations.

Check-in was smooth. Got a room upgrade due to my birthday. Very friendly staff and excellent service. Good location for shopping and food at malls. Near MRT station and the Bundara view is amazing especially at night. Pool is big and clean.

The room was very clean, and the service was excellent and helpful. I will definitely return to this hotel in the future—it’s the best!

It is an excellent experience staying at Grand Hyatt Jakarta. Needless to say, that its location is superb and the service is excellent. Have to endure the security scanning at the hotel entrance but it's norm in Jakarta. Highly recommended

Hotel is situated above Plaza Indonesia and opposite Grand Indonesia. Extremely convenient for shopping and food. Staff were friendly and helpful, polite and gentle. Hotel itself has a great bar and Italian restaurant. Great place for a business trip as it is closed to CBD areas. Room is spacious and clean and probably the most number of power points I can find in a hotel room.

Sumire - excellent and delicious as always. Club Italiano - New kid on the block - lovely steak. Location-Location-Location was v strategic, next to mall, convenient. Service was excellent, a memorable experience, little things that staff do that matters. Facility - had a good night sleep and a warm bath.

Grand Hyatt Jakarta: High Expectations, Disappointing Service Overall Rating: 5/10 I stayed at Grand Hyatt Jakarta with high expectations because of its reputation as a luxury hotel and its position within the prestigious Hyatt brand. As a guest, I expected professional service, attention to detail, comfortable accommodation, and a smooth overall experience. As a World of Hyatt Globalist member, I also expected my loyalty status to be recognized appropriately and the associated benefits to be handled correctly. Unfortunately, my experience fell far below these expectations. During my stay and even after checking out, I encountered eight disappointing issues involving luggage handling, breakfast charges, elite benefits, room key management, noise insulation, concierge service, restaurant discounts, and missing loyalty points. Any one of these problems would have been disappointing on its own. Experiencing so many failures made my overall stay particularly frustrating. For a hotel of this reputation and price level, I believe these problems deserve serious attention from the management team. 1. A Serious Luggage Handling Mistake One of the most concerning incidents involved my luggage. The hotel sent the wrong luggage from Oman to my room. Luggage handling is a basic but essential hotel service, particularly in an international luxury property where guests may be travelling long distances and carrying important personal belongings. Receiving the wrong luggage creates unnecessary confusion, inconvenience, and concern. Guests should be able to trust the hotel to identify, track, and deliver their belongings accurately. This incident immediately undermined my confidence in the hotel’s operational standards. I understand that mistakes can happen in any hotel. However, a luxury property should have reliable procedures to prevent such errors and resolve them promptly when they occur. This experience was not consistent with the level of care and professionalism I expected from Grand Hyatt Jakarta. 2. Inconsistent Breakfast Charges I was charged IDR 300,000 per person for breakfast, while other hotel residents were charged IDR 250,000 per person. The difference of IDR 50,000 per person may not seem substantial to some guests, but transparent and consistent pricing matters. When guests staying at the same hotel appear to be paying different prices for the same service, the hotel should be able to explain the reason clearly. There may be legitimate reasons for different rates, such as room packages or booking conditions, but I received no satisfactory explanation for the difference. I expected the hotel to communicate its pricing policies transparently and ensure that I understood why I was being charged more. Combined with my other experiences, this inconsistency added to my disappointment. 3. Failure to Recognize My Globalist Status Initially As a World of Hyatt Globalist member, I was particularly disappointed that I was initially denied lounge access. Elite recognition is an important part of a hotel loyalty programme. Guests who remain loyal to a brand do so partly because they value the service and benefits associated with their membership. For a hotel operating under the Hyatt name, I expected the front desk team to understand the relevant membership benefits and verify my eligibility before refusing access. Instead, I had to deal with an unnecessary problem. Even if the issue resulted from a misunderstanding or a system error, it should have been handled efficiently and professionally. A guest should not have to repeatedly explain their membership status or struggle to receive benefits for which they are eligible. I expected a smoother check-in experience and better coordination among the hotel’s staff. 4. Poor Coordination Between Two Consecutive Reservations I made two consecutive reservations covering a total stay of three nights. Before my stay, I specifically requested that the hotel arrange my room key properly so that I could access my room throughout the stay without interruption. Unfortunately, this request was not handled correctly. My room key stopped working, and I had to return to the front desk to have it reactivated. This was an avoidable inconvenience. When a guest has consecutive reservations, the hotel should review the booking details and coordinate room access in advance. If there is a technical or administrative limitation, the guest should be informed beforehand rather than discovering the problem at the door. Having to revisit the front desk to resolve a basic room access issue disrupted the convenience I expected from a three-night stay. It also suggested a lack of communication between the reservations and front desk teams. 5. Significant Noise Disturbance and Inadequate Sound Insulation Perhaps the most persistent problem during my stay was the noise. The nearby prayer calls regularly woke me up at approximately 4:30 a.m., and once awake, I found it difficult to fall asleep again. I fully understand and respect the local religious and cultural environment. My complaint is not about the practice itself, but about the hotel’s ability to provide a comfortable sleeping environment for its guests. Sleep quality is one of the most fundamental aspects of a hotel stay. Guests choose a luxury hotel partly because they expect a comfortable room where they can rest properly after a long day of travel or business activities. Repeatedly waking up in the early morning and being unable to return to sleep significantly affected my comfort. I recognize that a hotel cannot control every sound in its surrounding neighbourhood. Nevertheless, I expected better sound insulation or a more thoughtful approach to room allocation and noise management. Unfortunately, the repeated interruptions made it difficult to enjoy the restful experience I had expected. 6. Disappointing Concierge Service During Checkout When I checked out, I requested luggage assistance from the concierge, but no assistance arrived. Consequently, my elderly parents had to help move the luggage themselves. This was unacceptable from a guest service perspective. Luggage assistance is a basic and important service in a full-service luxury hotel, particularly when guests are travelling with elderly family members who may find moving heavy bags difficult. I should not have had to rely on my elderly parents to move the luggage after requesting help from the hotel. If the concierge team was unable to respond immediately, someone should have communicated the delay and arranged an alternative. Instead, the complete absence of assistance left us feeling neglected at the end of our stay. Checkout is often the last interaction guests have with a hotel, and this incident created a particularly poor final impression. 7. Failure to Inform Me About Restaurant Discounts Another disappointing aspect of my stay was the lack of information about potential restaurant discounts. As a World of Hyatt Globalist member staying at Grand Hyatt Jakarta, I expected the hotel staff to explain any relevant dining benefits, promotions, or discounts that might be available to me. Unfortunately, nobody informed me about any applicable discounts when I visited the hotel’s restaurants. As a result, I had no opportunity to understand which benefits might apply to my visits or whether I could save money on my dining expenses. I understand that not every restaurant or promotion necessarily offers a discount to Globalist members. However, the hotel should communicate the available options clearly rather than leaving guests to discover them on their own. At the very least, I expected the staff to explain whether any dining offers applied to my situation. Good hospitality involves more than simply providing food and accommodation. It also means helping guests understand the services and benefits available to them. This lack of communication, combined with the inconsistent breakfast charges, left me questioning the hotel’s attention to pricing transparency and guest recognition. 8. Missing World of Hyatt Points and No Response From Fountain Lounge One of the most frustrating issues occurred after I had already checked out. I returned to Fountain Lounge for drinks and presented my World of Hyatt Globalist membership number. The staff promised that I would receive World of Hyatt points for my spending. However, the points were never credited to my account. I then tried to resolve the matter through the hotel’s WhatsApp contact, which I had used to communicate with the hotel during my stay. Instead of helping me investigate the missing points, the representative told me that they did not handle this issue and instructed me to contact Fountain Lounge through a different WhatsApp account. I followed their instructions and sent a message to Fountain Lounge. Unfortunately, nobody responded for three days. I subsequently sent a reminder, but I still received no reply. What disappointed me most was not simply the missing points, but the complete lack of follow-up. The hotel had promised that the points would be awarded, yet when I tried to clarify the situation, I was redirected to another contact without receiving meaningful assistance. If one department cannot handle a particular request, I believe it should help the guest reach the appropriate team and ensure that the matter is followed up. Simply transferring responsibility to another department without confirming that the issue has been addressed creates an unnecessarily frustrating experience. For a hotel associated with an international loyalty programme, I expected a more professional process for handling points-related enquiries. Even a short response acknowledging my message, checking the transaction, or providing an estimated resolution time would have made a significant difference. Instead, I had to chase the issue myself, and even my follow-up message went unanswered. This left me with the impression that the hotel was not sufficiently interested in resolving my concerns after checkout. Loyalty programmes are designed to encourage repeat stays and build long-term relationships with guests. When a hotel promises points but fails to credit them or respond to a subsequent enquiry, it undermines the trust that such a programme is supposed to create. I hope management will investigate this matter, verify the transaction, and improve communication between the hotel and its lounge team. Overall Conclusion Taken together, these eight incidents made my stay at Grand Hyatt Jakarta significantly less enjoyable than expected. The problems involved multiple departments and different stages of the guest experience, from arrival and room access to dining, checkout, and even communication after departure. I recognize that no hotel can operate perfectly at all times, and I do not expect every minor detail to be flawless. However, I do expect a luxury hotel to handle basic responsibilities reliably, respond appropriately when problems arise, and demonstrate genuine care for its guests. My disappointment was heightened by my Globalist status and the expectations associated with the Hyatt brand. Loyalty recognition should not be limited to acknowledging a membership number. It should also involve clear communication about applicable benefits, accurate handling of eligible transactions, and responsive assistance when a guest raises a concern. The lack of luggage assistance for my elderly parents, the repeated early-morning noise disturbance, the initial lounge-access problem, and the unanswered messages regarding my missing points were especially disappointing. These experiences made me question whether the hotel’s service standards consistently match its prestigious reputation. My overall rating is 5.5 out of 10. Grand Hyatt Jakarta may have a prestigious name, but reputation alone cannot compensate for repeated shortcomings in practical service delivery and guest care. I sincerely hope management takes this feedback seriously, reviews the incidents, improves communication between departments, strengthens luggage and concierge procedures, ensures transparent billing, and pays greater attention to room access, noise insulation, and loyalty member recognition. Most importantly, I hope the hotel establishes a more accountable follow-up process so that guests receive meaningful responses when they raise legitimate concerns. Grand Hyatt Jakarta has the opportunity to deliver a much better experience, but meaningful improvements are needed. Based on my experience, I cannot say that the service I received consistently matched the standards I associate with a luxury Hyatt property.

the staff is friendly and responsive, hotel is clean, well maintained property, the breakfast food is good, the room and bathroom is also very clean

Great hotel with pleasant staff and nice facilities in a Central Area of Jakarta directly connected to metro and shopping center

..we had a great stay at the GH Jakarta.. exceptional staff, club and gym/spa experience. If you are going, take the club package.. good food and drinks

I treated myself to a solo birthday trip to Jakarta and booked directly through the Hyatt website. I booked a Newly Renovated King Room with Club Access (539 sq ft / ~50 sqm). I went in September, and while the haze was quite bad that week, it didn't take away from the experience at all. I arranged an airport transfer through the hotel, about a 1 hour drive, and it was confortable. The lobby it's grand and beautiful; certainly an amazing first impression. At reception, I was told my room would be ready shortly, and Archi at the front desk was incredibly kind; when I mentioned that Jakarta's air quality was giving me a bit of a sore throat, he arranged for the Grand Club to prepare ginger tea to help. It was such a thoughtful, nice gesture. I waited at the Grand Club and had breakfast there, and by 11:30 my room was ready. The room exceeded my expectations. It was tastefully designed, the bed was comfortable. The guest experience Reynatha arranged a nice gesture for my room with a chocolate birthday cake. Everything was spotless. Wifi was excellent throughout the stay. The bathroom had the classic Balmain toiletries, strong water pressure in the shower, a separate bidet toilet, double sinks, and a massive bathtub. The bed was 10/10. Breakfast at the Grand Cafe offered a spread of local and international dishes, served in a sophisticated setting with overall warm service. Dinner at Club Italiano is worth to mention. The food was fantastic, and the service from Mr. Insan was very pleasant! he knew the menu inside and out and gave excellent recommendations tailored to what I was in the mood for. To top it off, they surprised me with a birthday dessert, which was a really sweet touch for someone traveling solo on their birthday. I also made time for the gym, to burn some of those calories i ate. They have one of the best-equipped hotel gyms I've come across! I loved the gym!! The hotel is directly connected to the plaza mall, so you never have to leave the building if you don't want to. That said, the surrounding area is walkable too, you can see the Bundaran (roundabout) from the property, and there's easy access to train and bus stations nearby if you want to explore further. Overall, this was a wonderful way to celebrate my birthday, and I'd highly recommend it!

Comfort, clean, good view, staff hotel are friendly, Facilties are complete, pool have many choice to swim. Hotel near with Cemter of Jakarta City

Fantastic experience that exceeded our expectations. We hope to be back again. As a family, we enjoyed our time at the establishment, loving the facilities at the pool, the spa and the gym. Staff everywhere were great and always helpful with our needs

The hotel was excellent, with spacious rooms and, most importantly, an exceptionally courteous and helpful team. The staff consistently went the extra mile to make my stay as comfortable as possible. One area for improvement would be the vegetarian selection at breakfast, afternoon tea, evening cocktails, and light refreshments in the lounge. The available options were largely limited to bread, cheese, salad, and fruit, with no cooked vegetarian dishes offered on the buffet. That said, I truly appreciate the efforts the team made to accommodate my dietary preferences. The Lounge Manager, Mr. Rizky, Attendant Mr. Wendy (if I recall correctly), and their team at the Grand Lounge on Level 22 were exceptional in ensuring that my lounge experience was comfortable and pleasant. Chef Babu at the Grand Café was equally thoughtful and attentive, personally preparing and serving a generous selection of vegetarian dishes. Their warm hospitality and willingness to assist made a meaningful difference to my overall stay.

Everything about this hotel is great! The staff, facility and location is beyond my expectation and its worth every penny

Lovely hotel in downtown Jakarta, just be prepared to lug your suitcases up the stairs/ escalators on arrival!. Lovely view of the Bundaran. The day spa wasn’t well advertised but was very good

Staying at Grand Hyatt as a short getaway for celebrating Indonesia Independence Day was one of the best choice we've ever made. The Hotel is located in the center of Jakarta and connected to Plaza Indonesia, one of Jakarta's best shopping center. All of the staff were very helpful during our stay, and we were surprised that we get an early check in during a long weekend period when the Hotel should be crowded by guests. We were very delighted that our room has a sofa placed next to a very big window facing the Bundaran HI, making the experience of enjoying one of Jakarta's landmark even more enjoyable. Breakfast buffet offered various foods and beverages, and we were impressed that Grand Hyatt offered many options of fresh juice as well as different kinds of chocolate which we liked very much. We also enjoyed the competitions held by Grand Hyatt for kids as well as adult (we tried all of the traditional competition and it was a blast) to celebrate Indonesia's Independence Day. We definitely would love to come back to celebrate special occasions in the future.