Sheraton Jakarta Soekarno Hatta Airport

The service team here is definitely a highlight. The transfer service was great—special thanks to driver Jumantri, who took fantastic care of me upon arrival. The concierge team overall was super friendly, and check-in went smoothly. I also really enjoyed the resort-style vibe with its spacious, open-air hallways and surrounding grounds. However, there were a few issues with the room experience: * **Noise & Location:** Being near the runway was interesting during the day, but you definitely hear the taxiing aircraft at night (manageable with earplugs). * **Construction & Service Delay:** At 8:00 AM, I was woken up by loud hammering from ongoing renovation work in the room right next to mine. I went to reception at 9:00 AM to request a room change and was told they would handle it and call me. After waiting without an update, I went back down at 11:00 AM, which is when I was finally given a new room. * **Second Room:** While the new room was much quieter, it had that musty/moldy smell mentioned in several other reviews. At that point, I decided not to bother changing rooms a second time. The staff is genuinely pleasant and well-meaning, but due to the disruptions and room condition, the experience felt more like a 3-star (or low 4-star) hotel rather than a premium stay.

I really wanted to take the time to write this review because Pak Dicky and Pak Herda deserve to be recognised for the exceptional service they gave us. There is good service, and then there is the kind of service that genuinely stays with you after you leave. Pak Dicky and Pak Herda gave us the latter. Throughout our time there, they consistently went above and beyond to look after us. They were attentive without us having to ask, incredibly responsive whenever we needed help, and always approached us with such warmth and sincerity. It was the little things such as checking in on us or anticipating what we might need, and always being willing to do that extra bit more. No matter how beautiful a property or how good its facilities are, it is ultimately the people who make you want to return and they absolutely did that for us. I sincerely hope the management recognises and appreciates both of them for the standard of hospitality they represent. Staff members who care this deeply about their guests are incredibly special and should be celebrated.

Wish I can give them 7 Stars ⭐️ They have amazing staff everywhere. The free shuttle pick up drive was so helpful that he walked inside the terminal and found me. He helped me carry the bags all the way to the bus. Wonderful. The check in and check out staff were absolutely best and great. The breakfast area and lunch area staff were active, helpful and very kind. The housekeeping staff was full of energy and joyful. I rarely see that and I travel for living! In short, amazing hearts work here. In terms of facility, let the photos speak for themselves. I wish that after this review, business booms and they hire more local wonderful staff and support local communities. Best 🙏

We were looking for somewhere to spend a ~14h layover in Jakarta that would minimise travel through Jakarta's awful traffic but without feeling like we're still in the airport - and the Sheraton fit the bill perfectly. Although the bones of the building are older, it's been very thoroughly renovated and the rooms in particular are looking very fresh. We'd booked a suite as there were 3 of us travelling, and on arrival we were upgraded to an absolutely colossal Ambassador Suite which was bigger than my apartment, complete with kitchen and separate service entrance. I do have Bonvoy Gold status and I find the room upgrades are usually more in theory (you've upgraded me from what to what?) than reality... but this one was a beauty! The room was immaculate very tasteful and fresh finishes, and the large and comfy king size bed with fantastic blackout curtains made for a very sound sleep. The pool area is large and luxurious, and was a key drawcard for me when choosing the Sheraton as I wanted to be able to be outside rather than confined in an antiseptic indoor space. A relaxing float in the tropical evening really improved my layover. Staff were incredibly courteous and polite, and breakfast starts from 6am, which is useful if you have a flight to catch. Quality and variety of food was good but not outstanding - more of a 4 star than a 5 star experience but more than adequate. A word on the location: the hotel runs a free shuttle service every hour, but if you want to use that on arrival I'd suggest pre-organising and/or being super clear on the pickup points and times, as the airport layout is pretty confusing. I had not done this so could not find the right spot, so we got a Grab which was cheap but took a while to arrive. It was also noticeable that the route from the airport to the hotel was very convoluted, like the roads around the airport were not designed to flow in that direction. By contrast, we got the complimentary shuttle back in the morning, and in the other direction it's very quick and direct, I think it took barely 5 minutes from hotel lobby to Terminal 3 international departures. Wouldn't hesitate to book again for another Jakarta transit.