Review of JHL Solitaire Gading Serpong 5*

I booked the hotel for my wedding January last year, and was waiting to write my review after I got a full experience of what they promised to offer, including the membership perks I should have received after my wedding, which sadly they did not manage to deliver.
The wedding went smoothly, the service prior to the wedding up until the wedding day was excellent, as expected of a 5-star hotel. A lot of my family stayed for 2 nights, starting the night before the wedding. Their rooms were clean and comfortable, nobody had any complaints, other than the location being a bit far from the airport.
We also dined in Royal Eight and Mangan, the food and place was nice. Great value both for the restaurant and hotel. The ballroom was beautiful, especially during the day. We had a few photoshoots there as well, along with the garden. Beautiful photoshoot places, hands down.
They gave us a final taste testing just a couple of hours before our wedding, and we noticed one of the menus we ordered tasted a bit off. We requested they quickly fix it, which they did, so no problems up until our wedding.
Sadly they stumbled on the after-service. We were informed that all our costs will be converted into membership points, and those points can be redeemed with their partners, which can also include free stays in their hotel chains.
Great, we thought at first, maybe we can come back for our anniversary. Reality sunk in when we could not redeem the points at all in any of their partners. We tried several times, and none of their partners knew how to solve the issue as well. They said that the points need to be redeemed first in the form of vouchers, and without that, they cannot let us redeem the perks. Seems like a bug in the membership application.
This went on up until last I checked the app in early January this year. Next I opened the app was on February, and turns out all my points have expired. I contacted their helpdesk, and the conversation spanned over a few days where their reply is always the same “notifications has been sent through the app to remind of the point expiry, we can’t change our terms, sorry we cannot return your points, it’s in the terms and conditions”. Even though its their fault for a bugged application.
The redeem voucher option is finally available when I checked in February though, so a reminder to everyone who has points left, especially from their wedding, better redeem them as soon as possible, before the app goes weird again.
Overall, our stay was good, but it’s truly a shame they cannot fully deliver on their promise. I expected more from a luxurious 5-star hotel which should have boasted a good customer service.
It pains me to say even a mall situated in Bundaran HI, Central Jakarta has better customer service regarding the membership situation. Would have been a good wedding memory if not for this mishap.
Very unfortunate and very disappointed with the customer service.