Smarts Umrah Group Disappointed to Get Unworthy Hotel, Demanding Compensation English: Smarts Umrah Group Disappointed to Get Unworthy Hotel, Demanding Compensation

Screenshot of a Smarts Umrah pilgrim video complaining that the hotel did not comply with the agreement/ Photo: IST

JAKARTA - The Smarts Umrah congregation complained about the services they received while performing the umrah. This complaint is not the first, previously there was a husband and wife who also complained about the same thing, about the promised hotel that was not appropriate.

Information received by VOI, Jepri and Husnul with his family used the services of Smarts Umrah to perform the umrah, from December 29, 2025 to January 6, 2026.

Upon arrival at the location, Jepri admitted that he was disappointed because the three-star equivalent hotel that Smarts Umrah promised during the akad, he did not get.

Jepri admitted that the hotel he got was far from being worthy. From the toilet to the air conditioner. According to Jepri, these facilities are not in accordance with what Smarts Umrah promised. In fact, according to him, these obstacles are quite disturbing the process of worship with his family.

Not only that, said Jepri, Smarts Umrah promises a hotel that is close to the mosque.

"The fact is, we had to take the bus twice. There were elderly people, and two toddlers, my parents in wheelchairs. Of course it made us disappointed with the service. It doesn't match the contract. And it interferes with our worship," said Jepri talking to VOI, Monday, April 6, 2026.

Jepri also revealed that the hotel he got was not registered in Siskopatuh, an umrah monitoring system.

Not satisfied with the service, Jepri also tried to contact the Smarts Umrah party. But at that time he still went through the process of worship by staying at the hotel, even though for him the hotel conditions were not as promised.

After the umrah, Jepri together with Husnul carried out a summons to the Smarts Umrah party. Jepri asked for the return of funds with a nominal of Rp. 53,600,000, for 9 people who stayed at the hotel.

After negotiating the compensation value, the Smarts Umrah party was willing to fulfill the obligation to pay compensation of IDR 40,200,000 which will be paid on Monday, March 16, 2026.

However, the fact is that until Wednesday, April 8, 2026, Jepri admitted that he had not received the promised payment from Smarts Umrah. Jepri and his family admitted to being disappointed because they had several times communicated with Smarts Umrah, only promises. Jepri admitted that he had suffered material and time losses.

VOI contacted Muhammad Taufik H as Legal Manager of PT AI Shafwah Wisata Mandiri, part of Smarts Umrah. He said that this problem had been mediated at the Ministry of Hajj (Kemenhaj), and the nominal amount had been agreed upon.

"After mediation at the Ministry of Manpower, the nominal amount has been agreed. Now it is related to the payment of compensation only. It was decided that the payment of compensation would be completed tomorrow (Wednesday, April 8, 2026). From the Ministry of Manpower, it also gives a deadline until Wednesday." said Taufik, when contacted by VOI, Tuesday, April 7, 2026.

This is not the first time this has happened. Previously, a married couple also experienced the same thing by the same company. However, after mediation by the Ministry of Manpower, the travel party also changed the compensation fee.

Separately, the Head of the Kemenhan Public Relations Bureau, Hasan Afandi, when contacted by VOI via WhatsApp, replied to the conversation and said that his party continued to monitor the process of paying compensation until it was completed.

"Some pilgrims have been facilitated for refunds and compensation has been paid by smart umrah. However, there are still those who have not. We will continue to monitor the process so that the rights of pilgrims can be fulfilled and the Smarts Umrah party fulfills its promise. - Andi Taufik, Sub-Directorate of Umrah Supervision. "

Jepri and Husnul hope that the Smarts Umrah party will fulfill its promise to make payments according to the agreement that has been made. Jepri admitted that until Thursday, April 9, 2026, he did not get his rights as promised by Smarts Umrah.