Grand Mercure Batam Centre 5 stars

Dear Valued Guest Thank You for Your Valuable Feedback Thank you for choosing Grand Mercure Batam Centre for your recent family stay and for taking the time to share such detailed feedback with us. We sincerely appreciate your honest review, as it helps us identify areas for improvement. Celebrating Your Positive Experience We are delighted to read that overall, you had a "comfortable stay" and enjoyed our "Perfect Location" and "Nice Breakfast!" Your consistent 80/100 scores for arrival, accommodation, cleanliness, breakfast, our team, and check-out are greatly appreciated. Your 8/10 recommendation of our brand is also noted with gratitude. Regarding Your Feedback We have carefully noted the areas where we fell short of your expectations: Traffic Noise (Motor Vehicle Noise): We apologize that you could hear motor vehicle noise from your room even at late night. As a hotel surrounded by main roads, we understand this can be challenging for light sleepers. For future stays, we recommend requesting a room on a higher floor, which may offer a quieter experience. Your feedback has been shared with our Engineering team for soundproofing review. WiFi (70/100): We apologize for any connectivity issues. Your feedback has been shared with our Technical team for improvement. Sustainability and Housekeeping Inconsistency (70/100): Thank you for your detailed observation. You mentioned that your family stayed on two different floors (3rd and 9th) and noticed that housekeeping practices differed – on the 3rd floor, shower towels and tooth kits were changed daily, while on the 9th floor they were not. We sincerely apologize for this inconsistency. Our standard practice, in line with our sustainability commitment, is to avoid unnecessary replacement of towels and amenities unless requested by the guest. However, this practice should be applied consistently across all rooms and floors. The fact that you experienced different standards on different floors is unacceptable. Your feedback has been shared with our Executive Housekeeper for immediate review and retraining of our housekeeping teams to ensure that all staff are aligned on our sustainability protocols and that guests receive a consistent experience regardless of which floor they are staying on. Our Commitment to You Your feedback is invaluable in helping us improve our consistency and guest experience. We hope to have the opportunity to welcome you and your family back to Grand Mercure Batam Centre in the future for an even more seamless and comfortable stay. Once again, I sincerely apologize for the error in our previous response. Thank you for your patience and understanding. With our warmest regards and sincere appreciation, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent couple's stay and for taking the time to share your feedback with us. As a valued ALL – Accor Live Limitless Gold member, your insights are greatly appreciated. Celebrating the Positives We are delighted that your arrival, check-in, check-out, and WiFi all earned perfect 100/100 scores from you. Your 90/100 rating for booking experience and 80/100 ratings for cleanliness, our team, and sustainability are also appreciated. Your 8/10 recommendation of the loyalty programme is noted with gratitude. Regarding Your Feedback We have carefully noted your 70/100 overall rating and your specific comments: "Bed is hard": We sincerely apologize that the bed did not meet your comfort preferences. We understand that bed firmness is a personal preference. For future stays, please let our front desk team know your preference, and we will do our best to accommodate you with a room that has a mattress more suited to your comfort level. "Noisy from road": We apologize that traffic noise from the main road disturbed your rest. For future stays, we recommend requesting a room on a higher floor, which may offer a quieter experience. Your feedback has been shared with our Engineering team for soundproofing review. "Face mirror are possible too high": Thank you for this observation. Your feedback regarding mirror placement has been shared with our Housekeeping and Design teams for consideration in future room reviews. Your Recommendation Your 6/10 recommendation of our brand is a clear signal that we fell short of your expectations. We are committed to learning from your feedback and improving in the areas you highlighted. Our Commitment to You We hope to have the opportunity to welcome you back to Grand Mercure Batam Centre in the future and provide you with a more comfortable and restful experience. With warm regards, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for taking the time to share your feedback with us. I am deeply concerned to read that your experience was rated so poorly across every aspect of your stay, with an overall score of 10/100 and a 1/10 recommendation of our brand. Your words – "Not really good" and "Not good" – are brief, but they carry significant weight. It is clear that we failed you and your family in a major way, and for that, I am truly sorry. We Would Like to Understand I notice that you selected "No comment" for most of the improvement questions. While I respect your choice not to provide further details, I would sincerely appreciate the opportunity to understand what went wrong during your stay. Without specific details, it is difficult for us to address the root causes of your disappointment. If you are willing, I kindly invite you to share more about your experience by replying to this email or contacting us directly at [hotel email/phone]. Your voice is important to us, and your feedback can help us prevent other guests from having a similar experience. Our Commitment to You Regardless of whether you choose to share more details, please know that we take your feedback seriously. Your ratings across arrival, accommodation, cleanliness, team service, check-out, and WiFi are a clear signal that we have significant work to do. We are committed to reviewing our operations across all departments to identify and correct any failures that may have contributed to your disappointing stay. Our Apology I am truly sorry that your family stay with us ended in such disappointment. This is not the experience we want any guest to have, and it is certainly not the standard we strive to uphold. We hope that you might consider giving us another opportunity in the future to demonstrate the quality of service and comfort you should have received. With our sincere apologies, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent trip with friends and for taking the time to share such a detailed and constructive review with us. As a valued ALL – Accor Live Limitless Gold member, your insights are greatly appreciated, and we take your feedback very seriously. I am deeply sorry to read that your experience was marked by multiple failures across different areas of our hotel. Please accept our sincere apologies for the significant disappointment you encountered. Celebrating the Positives We are pleased that you appreciated our new, spacious, well-equipped rooms, our convenient location near Batam Centre Ferry Terminal, and the good selection of welcome drinks for Gold members. Your 80/100 scores for arrival, accommodation, WiFi, and sustainability are also noted with gratitude. Addressing Your Concerns Point by Point 1. Gold Member Recognition – Upgrade & Early Check-In We sincerely apologize that no upgrade or early check-in was available for you as a Gold member. While these benefits are subject to availability, we regret that this was not clearly communicated or offered. Your feedback has been shared with our Front Office team for review of member recognition protocols. 2. Cleanliness – Stained Bedsheets (50/100) This is completely unacceptable. Stained bedsheets fall far below our cleanliness standards. Your feedback has been escalated to our Executive Housekeeper for immediate investigation and retraining of the laundry and housekeeping teams. 3. Soundproofing We apologize that you could hear noises from rooms opposite and traffic from the main road, making it difficult to sleep. Your feedback has been shared with our Engineering team to review soundproofing options. For future stays, we recommend requesting a room on a higher floor. 4. Air Conditioning Fault We apologize that the air conditioning in your room was faulty, turning on and off multiple times. We are grateful that our technician was able to resolve this on your second night, and we will share your "kudos" with him personally. Your feedback has been shared with our Engineering team to inspect the unit thoroughly. 5. Breakfast – A Complete Disaster (30/100) We are deeply sorry that your breakfast experience was chaotic and disappointing. Your detailed feedback has been shared with our Executive Chef and Food & Beverage Manager for urgent review and action: Egg Station: One chef resulting in long queues – we will review staffing levels during peak hours. Grill Station: Your suggestion to have the grill chef assist the egg station during high occupancy is excellent and will be implemented. Sausages: Your suggestion to cook sausages in advance instead of upon request is noted and will be reviewed. Noodle Station: Unclear queue management – we will implement clearer signage and queue flow. Buffet Replenishment: Too slow – we will review replenishment protocols. Food Presentation & Selection: Unappealing – we will review with our culinary team. 6. Team Service (60/100) We regret that our team did not fully meet your expectations. Your feedback has been shared with department heads for coaching and improvement. Our Commitment to You Your feedback has been shared with the following departments for immediate action: Front Office: Gold member recognition (upgrade, early check-in) Housekeeping: Stained bedsheets investigation and retraining Engineering: Soundproofing review and air conditioning inspection Executive Chef & F&B Manager: Complete breakfast service review Our Apology We are deeply sorry that your stay was so disappointing, especially as a Gold member. Your 7/10 recommendation is a clear signal that we have significant work to do, and we are committed to making the necessary improvements. We hope you will consider giving us another opportunity in the future to provide you with the seamless, comfortable, and enjoyable experience you deserve. With our warmest regards and sincere apologies, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent trip with friends and for taking the time to share such a detailed and heartwarming review with us. As a valued ALL – Accor Live Limitless Gold member, your insights are greatly appreciated. Celebrating Your Experience We are absolutely delighted to read your review. Your title – "Well located, comfortable, clean n fantastic staff" – beautifully captures the essence of what we strive to provide every guest. We are thrilled that you had a "Great experience" and enjoyed our "Very good breakfast." Your words "Every single staff was very helpful n good" and "Every single one" bring immense joy to our entire team. This is the highest compliment we could ever receive. A Special Thank You for Recognizing Our Security Guard We are especially touched by your mention of the security guard who helped you cross the road to PUTIH market on the morning of 3rd May. Even though you did not catch his name, we will share your appreciation with our entire security team – they will be deeply honored to know that their kindness made such a meaningful impression on your stay. Regarding Your Feedback We have carefully noted your ratings and will address each point: Booking Experience (80/100): Your feedback has been shared with our Reservations team for review. Breakfast Selection (80/100): Your feedback has been shared with our Culinary team for continuous enhancement. WiFi (70/100): We apologize for the connectivity issues. Your feedback has been shared with our Technical team for improvement. Sustainability (70/100): We appreciate your comment about "Recycled mineral water bottles" – thank you for noticing our efforts. Your feedback has been shared with our Green Team for further enhancement of our sustainability initiatives. Loyalty Programme Recommendation (7/10): As a Gold member, your perspective on the ALL programme is invaluable. We would welcome any specific feedback on how the programme could better serve you. Our Gratitude Your 90/100 overall rating and 9/10 brand recommendation are deeply appreciated. It was our genuine pleasure to host you and your friends. We eagerly look forward to welcoming you back to Grand Mercure Batam Centre for another great experience. With our warmest regards and sincere appreciation, Grand Mercure Batam Centre