Grand Mercure Batam Centre 5 stars

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent family stay and for taking the time to share your wonderful feedback with us. We are absolutely delighted to receive your flawless 100/100 rating across every single category – from arrival and accommodation to cleanliness, our team, check-out, and WiFi. Your perfect 10/10 recommendation of our brand is the highest compliment we could hope to receive. Your review title, "Comfortable Stay," and your words, "Staffs were very polite and friendly," bring immense joy to our entire team. Knowing that our team's warmth and professionalism contributed to your comfort is the greatest reward for our hard work. Our Gratitude It was our genuine pleasure to host you and your family. We are honored by your trust and your perfect endorsement. We eagerly look forward to welcoming you all back to Grand Mercure Batam Centre for another comfortable and memorable stay. With our warmest regards and deepest gratitude, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent family stay and for taking the time to share your feedback with us. As a valued ALL – Accor Live Limitless Classic member, your insights are greatly appreciated. We are absolutely delighted to receive your flawless 100/100 rating across every single category – from booking and arrival to accommodation, cleanliness, breakfast, our team, check-out, WiFi, and sustainability. Your perfect 10/10 recommendations for both our brand and the loyalty programme are the highest compliments we could hope to receive. Your simple yet powerful review – "Good" – beautifully captures the essence of a truly satisfying stay. Knowing that every aspect of your experience met with your complete satisfaction brings immense joy to our entire team. Our Gratitude It was our genuine pleasure to host you and your family. We are honored by your trust and your perfect endorsement. We eagerly look forward to welcoming you all back to Grand Mercure Batam Centre for another perfect and memorable stay. With our warmest regards and deepest gratitude, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for taking the time to share your detailed feedback with us. I am writing to you personally, and I want to begin by offering our most sincere and unreserved apologies for the catastrophic experience you endured during your stay. What You Experienced You have described a series of unacceptable failures: Sudden blackouts in your room that maintenance could not resolve A toilet that could not be flushed No welcome or recognition of your Platinum status No room upgrade despite your loyalty and expectations Overworked breakfast stations with mediocre food and long waits No service recovery whatsoever No one asking about your experience upon departure This is not merely a disappointing stay. This is a complete failure of hospitality at every level. As a Platinum member who has consistently chosen Accor hotels for the perks and benefits you value, you deserved far, far better. We failed you, and we are deeply sorry. Our Failures Your review highlights multiple systemic failures on our part: Room readiness and maintenance: Blackouts and a non-flushing toilet should never happen. That they persisted despite multiple calls to maintenance is unacceptable. Member recognition: As a Platinum member, you should have been welcomed warmly and offered an upgrade where available. This did not happen. Breakfast quality: Long waits and mediocre food fall below our standards. Service recovery: When things went wrong, we failed to acknowledge, apologize, or make things right. This is perhaps the most serious failure of all. Departure experience: No one asked about your stay – a missed opportunity to understand and address your experience. Immediate Actions Taken Your feedback has been escalated with the highest priority to: Chief Engineer: For immediate investigation of the room's electrical and plumbing issues Front Office Manager: To review Platinum member recognition and upgrade protocols Executive Chef & Food & Beverage Manager: To address breakfast quality and wait times Guest Relations Manager: To review service recovery procedures and ensure no guest leaves feeling unheard With my deepest apologies and a solemn commitment to doing better, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for taking the time to share your detailed feedback with us. I am writing to you personally, and I want to begin by offering our most sincere and unreserved apologies for the deeply concerning experience you and your family endured during your stay. What You Experienced You have described several serious issues that are completely unacceptable: Yellow-colored water with a strange taste Yellowish bath towels Black residue in the bathtub that stained your towel and white shirt Most critically, your son developed a rash all over his body after sitting on the sofa This is not merely a matter of cleanliness falling below standards. The fact that your son suffered a physical reaction after contact with our furniture is a serious health concern. We are deeply sorry that your family experienced this, and we are treating this matter with the highest urgency. Immediate Actions Taken Your feedback has been escalated with the highest priority: Water Quality: Our Chief Engineer has been instructed to conduct an immediate investigation into the water supply serving your room, including testing for any discoloration or contamination. Housekeeping: Our Executive Housekeeper has been directed to inspect all linens, towels, and upholstery in the affected room, and to conduct a thorough review of our laundry and cleaning protocols. Sofa / Upholstery: The sofa in your room has been removed from service for professional deep cleaning and inspection to determine the cause of your son's reaction. Health Follow-Up: We are concerned about your son's well-being. If you have sought medical attention, please let us know. We would like to ensure that you have all the support you need. Our Apology What you experienced is a profound failure of our hygiene and maintenance standards. For a new hotel, this is especially unacceptable. We let you and your family down, and we are deeply sorry. With our deepest apologies and a solemn commitment to immediate action, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre once again for your family stay, and for taking the time to share such a detailed and thoughtful review with us. As a valued ALL – Accor Live Limitless Gold member, your loyalty and feedback mean a great deal to us. Celebrating Your Return Visit We are truly delighted to read that your second stay with us was once again "Comfortable and spacious." Your kind words about the spacious, clean, and comfortable room, the comfortable bed, the good shower pressure, and our helpful staff bring immense joy to our entire team. A Special Thank You for Your Recognition Feedback We are especially grateful for your detailed comments regarding your Gold member benefits: Your 100/100 rating for member recognition Your appreciation that the hotel upgraded both rooms even though you were entitled to only one upgrade Your welcome drink exceeding your expectations Your room upgrade exceeding your expectations These are precisely the gestures we hope make our Gold members feel valued and appreciated. Thank you for acknowledging them. Celebrating Your Perfect Scores We are thrilled that your accommodation, our team, check-out, and the bar all earned perfect 100/100 scores from you. Your 90/100 ratings across nearly every other category – arrival, cleanliness, sustainability, dinner, in-room dining, concierge, fitness centre, and treatment experience – are deeply appreciated. Regarding Your Feedback We have carefully noted your 50/100 rating for WiFi speed. Please accept our sincere apologies for the connectivity issues. Your feedback has been shared with our Technical team for immediate review and improvement. Our Gratitude Your 9/10 recommendations for both our brand and the loyalty programme are greatly appreciated. We are honored by your continued trust and loyalty. It was our genuine pleasure to host you and your family once again. We eagerly look forward to welcoming you all back to Grand Mercure Batam Centre for a third memorable stay. With our warmest regards and deepest gratitude, Grand Mercure Batam Centre