DPR Haj Oversight Team Receives Numerous Complaints During Pilgrims' Hotel Visit

The DPR Haj Oversight Team conducted a visit to a pilgrims’ hotel and subsequently gathered a number of complaints regarding the conduct of the Hajj pilgrimage. One complaint was raised by Sujianto, a pilgrim from East Java, who complained that the hotel elevator was slow, causing group movements to be slow when leaving together. Nevertheless, overall hotel service, food provision, quantity and the taste of the hotel’s food were considered satisfactory. In response, Bambang Haryo Soekartono said he would accommodate and convey the pilgrims’ complaints to the Hajj Ministry. After inspecting the pilgrims’ accommodation, he said that although there were complaints about the elevator, the hotel facilities were generally good. This was reflected in the transport arrangements that can support pilgrims’ movement to Masjid al-Haram. “Public transport access is easy, 24 hours a day, and it is easy to reach Masjid al-Haram or return to their accommodation at any time. It’s 24 hours at all times. So this, and earlier we could see buses from opposite directions always stopping at their lodging,” he said. Regarding food, Bambang said what was provided to the Hajj pilgrims was plentiful, including rice, side dishes and fruit. “Side dishes, from chicken, eggs, fish, are plentiful. Vegetables and so on, including fruit. This fruit includes apples, this and that, and others. So this is proof that the service is good. They did complain about the taste, though,” he added. Other complaints were also received by fellow Haj Oversight Team member Dewi Asmara. Dewi said based on information from the pilgrims, the hotel’s laundry facilities were quite limited. Of the 2,000 pilgrims she surveyed, there were only seven washing machines. “This is something that indeed needs to be considered,” she said. Another complaint concerned the Wi‑Fi signal. Dewi said many pilgrims complained about slow Wi‑Fi at the hotel, as they needed the signal to communicate with family in Indonesia. “Not only that, there are complaints about luggage—the suitcases are damaged or torn. They want to buy replacements, but they are not allowed. This is because they are still awaiting onward transport, which is being handled by the airline,” she said.