Review of Grand Kangen Hotel Urip Sumoharjo 3*

This hotel has a very bad service. I do not recommend to buy any package from them (trip to temples or anything else). This is what happened to me: I buy borobudur 5 hours sunrise tour package, I pay the price. They tell me it is including entrance and 5 hours tour, pick up 4am at hotel. Next day the "supposed to be" tour guide picks me up at 4, takes me to borobudur and then he disappears. I call him, he seems confused. I call the hotel, they seem confused too. Nobody can explain me what is going on, I repeatly ask to call the travel agency and call me back to explain me whats going on. Nobody calls me and if I call they dont pick up. At the entrance I have to pay ticket (it was not included as said). I try enjoy the sunrise although they completely messed up my mood and I am not sure if I will have someone to take me back or I will have to pay further money. After a few hours I call again the hotel, they finally pick up and they tell me I have to pay an extra charge of 300.000 to go back. Basically I bought a 5 hours tour but I just had a drop off in the morning. No guide, no ride back. After me explaining again I paid for tour they decide to send me a free car from hotel. (I had to wait 2hours) Absolutely disappointed, very bad service, (dodgy I would say), customer understanding rate less than 0, worst customer support and care I have ever experienced (and they claim to be starred hotel? ) I live in indonesia, I know here communication and efficiency is not always the easy here, but this is unacceptable.