# data[].attributes.body
Problem:
Based on the guest review from tripadvisor.com, the guest expressed their dissatisfaction and complained about the dirt pool and lack of air flow in the gym which caused the GYM to become smelly, with that smell the guest feel that it is hard to exercise in that kind of situation.

Solution:
In my opinion it should be better that Harris Hotel done some weekly or daily maintenance for their public facilities, that is surely will be used by their guest, it is not that hard to clean, especially the small pool or for the gym they can install few air conditioner to ventilate the gym so the heat and the smell of people exercising can be handled. In that case the guests that stay at Harris Hotel can be more comfortable staying and using their facilities.

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Problem:
According to lots of guest reviews recorded in Agoda.com, many people uttered dissatisfaction towards the toilet room facilities. Some complained that the toilet is not sanitary enough and smells awful. The guest mentioned that “lantai kamarnya berdebu dan lengket terutama lantai kamar mandinya.” There are also complained about the water heater is not working properly because the guests felt that the hot water is not hot enough. The sink taps also let out a sudden creaking sound that surprise the guest, even after complaining and repairing, the water constantly drips and leaking out. “Keran wasrafel perlu diperbaiki, karena seting tiba2 bunyi berderit yg mengejutkan”, said one of the guests on April 3rd 2019. “setelah diperbaiki air tidak bisa benar-benar berhenti keluar”, they added.

Solution:
The Harris Hotel should provide comfortable and clean environment for guests including clean toilet, accessible and adequate toilet facilities. Harris Hotel should implement preventive maintenance strategies (as they are doing now) while carrying out routine inspections to detect any undetected equipment malfunctioning and damage. In this case, make sure the toilet sanitary and hygiene is satisfactory, water heater works properly, and the water tap is not leaking. The hotel also should implement effective maintenance program to track all the hotel routine maintenance activities efficiently to reduce guests’ complaint. For example, using scheduling tools on either periodic or daily basis to make the maintenance activities more organized and provide rapid response whenever there are any emergency repairs. However, if the situation can not be avoided, for example the equipment could not be working properly, ensure the guests comfort first by moving them to the new room and give compensation.

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Problem:

Based on feedback from guests who stayed at the Harris Suite FX hotel on Traveloka. There was some dissatisfaction, the guest said the receptionist did not provide informative service, the TV channel in the room had an error, the Wi-Fi was sluggish, and the food options were not compatible with the price charged for the stay.

Solution:

Hotel Harris Suites FX Sudirman must provide a comfortable environment for guests while staying. Including providing good quality facilities such as providing WIFI with fast and stable speeds, fixing TV channels, the engineering department must immediately resolve this problem so that guests don't feel disappointed, the HR department and the quality & attitude department conduct monthly training for all hotel staff so that they can provide satisfactory service, and also the kitchen department evaluates the variety of food provided.

To minimize guest complaints, hotel management should adopt an efficient maintenance program to keep track of what maintenance routines are in progress.

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Problem:
Based on a review obtained from Tripadvisor many guests gave a bad rating to Harris Suites FX Sudirman because they were not satisfied with the quality and the facilities of the hotel especially with the facility of the room and the air conditioner provided in the guest rooms. In December 2018, a guest gave a less satisfied review to Harris Suites FX Sudirman, especially to the air conditioner in the guest room. The guest said that he has stayed at Harris Suites FX Sudirman quite often but during the last 4 times he stayed, he always got a room with air conditioner that was not cold, and the sound of the air conditioner was noisy. Even before, if he complained about the room that was not cold enough, he was moved by the staff to another room, but it still did not give positive results.

Solution:
Harris Suites FX Sudirman should pay more attention and take the preventive maintenance action as they are currently doing to the facilities provided, such as preparing the engineering team to carry out routine checks and maintenance of all related facilities. In this case, after receiving several complaints about air conditioner from guests, the engineering team had to be more serious in carrying out maintenance of the air conditioner in the guest room. And we do agree to what the guest said, if the air conditioner cannot be repaired, it would be better if the hotel change the air conditioner to a new unit so that the comfort and satisfaction of guests are still maintained.

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Problem:
The guest review from OTA Agoda.com, the guest dissatisfaction and mentioned about the electricity and complaint that especially on the electric keycard access that doesn’t work properly as it should, the guest had to try it more than once and repeat it until it could work. The other guest feeling dissatisfaction due to the electricity of his room often turn off by itself and it affect to the electric keycard so it can’t work (function) properly

·      Guest 1
Tuty: “kunci elektrik sering macet”

·      Guest 2
Andrew: “Lampu sering mati sendiri, masuk kamar kadang harus beberapa kali baru bisa masuk”

Solution:
Harris Hotel should implement preventive maintenance strategies to make sure everything (tool, facilities, machine) in the hotel and the room could work properly as it should and to prevent any potential failure from hotel facilities such equipment and machine, or downtime that could happen. Harris Hotel need to always do routine inspections to find out is there anything (facilities) that doesn’t work properly, because as we known that Harris Hotel should provide and giving the best of his best to make sure everyguest feel safe-peaceful and comfortable during their stay, so to make that happen Harris Hotel should maintenance all his facilities (equipments, tool, machine) to always could work properly, in this case they (engineering) need to routine check about the electricity of the hotel and find out the problem then they also should always cross check all the electric keycard to make sure it could work properly, Harris Hotel should do this to prevent any problem and complaint that maybe happen.

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Based on the data done by the research of my fellow team members, the data and the reviews from the guests that stayed in Harris Suites FX, hence may be concluded that the Hotel itself sometimes lack the consistency and attentiveness. Consistency may be summarized to the state of that the hotel sometimes miss the maintenance timing, as explained above sometime the gym is unclean or rather uncomfortable due to the lack of regular maintenance after a significant number of usage, of course should they pay attention to this critical detail then this problem may be avoided. Next is the attentiveness, by attentive we meant the little details that Harris Suites FX hotel sometimes forgot, the standard service etiquette provided from the hotel staff, no quality control in the rooms or in-room appliances and so on. This problem is limited to a certain guests only as to the fact that maybe that different guests have different standards, hence different feedbacks, therefore the hotel should reconsider increasing their SOP in terms of services and regular quality control in their rooms or amenities provides to decrease the likelihood of guests complaining and negative feedbacks. This concludes my summary.