梅拉皮卡爾瑪(Karma Merapi)

I never write about negative reviews before because I am a very mindful person and always consider my energy wisely. But unfortunately, I must write this (a quite long review) because this must be the lesson for everyone and to be the point of improvement on how this property (Karma) manages their consumer experience & satisfaction in the future. 12th of May: I saw the ad on IG offering free of charge 7-days in Karma and (nothing to lose) tried to sign up, checked my luck. 13th of May (PHASE 1) -I got confirmation in WA from Ridha (from Karma) informing that I was the selected candidate to win this offer. -The T&C: I entitled to get 2 ROOMS FOC in Karma Merapi (only pay admin fee as much as IDR 400,000 all in) to hear further the presentation about the 7-night FOC voucher on Karma group prior to get the voucher itself. -I’ve informed my availability is on 22-24 June (still a month to come). They confirmed rooms were available and did reservation. -Understanding all T&C, I said YES to the offer and authorized my CC to pay IDR 400,000. 13th of May (PHASE 2) -I received my reservation voucher via email (from CS named Dewi) and found that I got Hotel Room without TV. -I questioned why I didn’t get this information earlier (related to room complimentary)? -As a consumer, I deserve to get full information prior to make any decision to be aware on what I’ll get and what I won’t. 13th of May (PHASE 3) -I browsed and found even worse facts on Google reviews: Hotel Rooms apparently exclude fridge and other standard room amenities. I started questioning the offer (rationally & logically). 13th of May (PHASE 4) -I replied to CS email asking for solution and got no response. -In parallel I asked Ridha in WA and she responded: if rooms with TV are available, she’ll inform me. But nothing happened. 17th of May -I tried to follow up Ridha in WA and she said that she’ll confirm tomorrow (means 18th of May), but no update at all. Last Friday, 17th of June (a week to my reservation date) -I replied email to CS informing that I cancelled my booking consider no good intention to my queries since beginning. No response. Fully disappointed. Surprisingly, today, 20th of June (PHASE 1) -Without name introduction, I received WA from another Karma CS to confirm my reservation. -I was really upset being asked thing that I’ve made it clear in the email. Totally wasted my time. -The CS explained the room without TV because they need to maintain the heritage legacy which I found it’s not correlated at all (so many ways to maintain the heritage legacy without sacrifice the consumer satisfaction). -I forwarded my email to ************************ (This review I made 10 hours after the email sent and no response from RM as well) Surprisingly, today, 20th of June (PHASE 2) -CS in WA then offered me a solution and asked my confirmation to reschedule my reservation to mid of July so I can get rooms with TV (how I wish it came earlier-and-not-today). -Suddenly Ridha (after