Hotel Santika Bukittinggi

Nothing about the hotel itself, but the customer service experience was extremely disappointing. We made a reservation in the morning for the same evening. Later that day, due to unexpected transportation issues that left us stranded in another area, we called the hotel to ask whether it would be possible to modify our booking. On the phone, we were initially told that a modification was possible. However, the staff member abruptly hung up before providing any details, and despite multiple attempts, we were unable to reach anyone again. As a result, we went to the hotel in person to discuss the situation and see whether the reservation could be adjusted as we had first been told. The experience only became more frustrating. First, communication was extremely difficult. The staff spoke very limited English, and we ultimately had to rely on translation tools to have even a basic conversation. For a hotel positioning itself at this standard and price level, this is simply unacceptable. Second, after being passed around between reception staff and the manager, we were ultimately told that no modification was possible after all. The explanation given was that it was due to “Booking regulations” and therefore supposedly beyond their control. What is most frustrating is not even the refusal itself. It is the complete lack of consistency, accountability, and willingness to help. We were first told that a modification was possible, then ignored on the phone, then made to come to the hotel in person, only to be told the opposite. The whole situation felt unnecessarily complicated and poorly handled. For a hotel of this standing, I expected far better customer service and much more professionalism.

Nothing about the hotel itself, but the customer service experience was extremely disappointing. We made a reservation in the morning for the same evening. Later that day, due to unexpected transportation issues that left us stranded in another area, we called the hotel to ask whether it would be possible to modify our booking. On the phone, we were initially told that a modification was possible. However, the staff member abruptly hung up before providing any details, and despite multiple attempts, we were unable to reach anyone again. As a result, we went to the hotel in person to discuss the situation and see whether the reservation could be adjusted as we had first been told. The experience only became more frustrating. First, communication was extremely difficult. The staff spoke very limited English, and we ultimately had to rely on translation tools to have even a basic conversation. For a hotel positioning itself at this standard and price level, this is simply unacceptable. Second, after being passed around between reception staff and the manager, we were ultimately told that no modification was possible after all. The explanation given was that it was due to “Booking regulations” and therefore supposedly beyond their control. What is most frustrating is not even the refusal itself. It is the complete lack of consistency, accountability, and willingness to help. We were first told that a modification was possible, then ignored on the phone, then made to come to the hotel in person, only to be told the opposite. The whole situation felt unnecessarily complicated and poorly handled. For a hotel of this standing, I expected far better customer service and much more professionalism.

Welcoming. Great facilities. Classy

it's a new hotel in Sumbar. I choose to stay both at Bukittingi & Kota Padang. It's suprise me how comfort this hotel. Staff also very helpfull & friendly. I love Santika Bukitinggi which have a very great rooftop view. Also variaty of breakfast at both hotel. Surely i'll stay again at Santika when i came back to Sumbar. Keep it up a please maintain this good service guys!

Thr view from my room

The location

Perfect location at walking distance from jam gadang. I asked a bedroom with balcony which is enjoyable. Super view from you the rooftop restaurant.

N/a

Balkon nya

Ke jam gadang nanjak

kasur

parkir

De kamer was precies goed qua ruimte en voorzieningen. Prima functionerende en stille airco. Zeer vriendelijk en professioneel personeel.

Te prominent aanwezige parfum in de gangen. Het westerse gedeelte van het ontbijt zou uitgebreider kunnen. De gym en zwembad zijn goed maar veel te klein.

Niet voldoende schoon Een gebroken glas (ongelukje) moest worden vergoed.. (raar)

Vriendelijke en hulpvaardige medewerkers. Mooie ruime kamer met groot balkon, goed bed en prima douche. Goedwerkende airconditioning, redelijk goede wifi, waterkoker en koelkast aanwezig. Goed en uitgebreid ontbijt.

Er was geen ruimte in het restaurant in verband met Iftar