Cassia Bintan, part of Banyan Group

Nice place for weekend getaway. Though restaurants are a bit pricey, it is understandable given the location and the options to go around to eat.

no water for half my stay, they cut it off for “enhancement” with very short notice. cannot shower, cannot flush toilet, cannot wash hand

I have a great time at Bintan and mix experience with Cassia Bintan Resort. It really depends who from the front desk you meet at Cassia Resort. The front desk staff play an important role in term of communication and arrangement. We had a smooth check in with Kris (Front office manager) while we check in. However, the experience was very bad and almost got treatment by his supervisor Anna who in charge during Kris’ off duties. All the request we ask was not follow up properly with non-hospitality. I just quate few example: 1) The rooms was not house keep daily even after we requested. We later found out and well explained from their marketing manager that we can make request as they are going more sustainability practice by wanting guess take more responsibility of keep it clean and carry your baggage to rooms. 2) We requested to visit Cassia’s sister hotel Bayang Tree next to it for our future visit. Anna rejected straight and said she can do ad-hoc and needs make appointment few days ahead. We are lucky to meet Manager from Marketing and Sales department who only take 10 mins to make the same arrangement. She arranged Reza bring us there using buggy to Bayang Tree Hotel & Resort was nice experience. 3) Anna wanted to charge extra for children when my booking for the room of 4 (2 Adults & 2 Children) inclusive breakfast when make the booking by saying Cassia only cover 3 breakfast which never make know to customer in Trip booking and hotel during check in. The worst part is stop us from leave until I agreed to the charge which is ridiculous and don’t make sense for five start hotel. She later avoid attending me and asked Reza to handle my case as she unable to explain and handle it professionally. She only keep saying that I have to wait for her Manager who on leave to come back. Then why she are there as cover duties??? We appreciate Reza quick thinking and let me continues my holiday journey and said will call or write to me once have the decision from his manager/ management. I hope Cassia Resource management look into the performance of front office as it carry image and important experience of your guess stays. People like your Marketing Manager and Reza should given more opportunities to promote. For staff like Anna should go thru more proper and structure training to avoid more reputation damaged cause to your hotel. Thanks in advance