Grand Mercure Batam Centre 5 stars

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent couple's stay and for taking the time to share such a detailed and wonderful review with us. As a valued ALL – Accor Live Limitless Gold member, your insights are greatly appreciated. We are absolutely delighted to receive your flawless rating across nearly every category – from booking and arrival to accommodation, cleanliness, breakfast, our team, WiFi, and sustainability. Your perfect recommendations for both our brand and the loyalty programme are the highest compliments we could hope to receive. Celebrating Your Words Your review – "All the service staff that we have encountered were professional, friendly and genuine. The breakfast buffet spread had intentional offerings and with variations over to the two mornings" – brings immense joy to our entire team. Knowing that every staff member you encountered was professional, friendly, and genuine is the greatest reward we could ever receive. Celebrating Your Gold Member Recognition We are especially pleased that: You were allowed to check-in early as the room was ready You received a late check-out at 4:00 PM, which worked well for your ferry back to Singapore Your room upgrade met your expectations Regarding Your Feedback We have carefully noted your comments: Welcome Drink & Welcome Amenity: You noted that you were not offered a welcome drink or welcome amenity. We sincerely apologize for this oversight. As a Gold member, you should have received both. Your feedback has been shared with our Front Office team for review. Bar: You mentioned that an "Expanded list of happy hour drinks would have been nice" at Celeste Tapas Bar. We appreciate your suggestion and have shared it with our Food & Beverage team for consideration. Plastic Reduction , Gym , Pool: Your feedback has been shared with the respective teams for continuous improvement. Our Gratitude It was our genuine pleasure to host you and your partner. We are honored by your trust and your positive endorsement. We look forward to welcoming you both back to Grand Mercure Batam Centre in the future. 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 business trip and for taking the time to share your wonderful feedback with us. As a valued ALL – Accor Live Limitless Platinum 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. Celebrating Your Words Your review title – "Great service and value" – and your words – "clean and fantastic" – bring immense joy to our entire team. Knowing that you found our service great, our value excellent, and our hotel clean and fantastic is truly rewarding. A Special Thank You for Recognizing Our Team Member We are especially touched by your comment: "The check in guy was great. I forgot his name." Even though you could not recall his name, we will share your appreciation with our entire Front Office team. Knowing that your check-in experience was great is the greatest motivation for our team. Our Gratitude It was our genuine pleasure to host you during your business trip. We are honored by your trust and your perfect endorsement. We eagerly look forward to welcoming you back to Grand Mercure Batam Centre on your future business trips. 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 deeply concerned to read about your experience, and I want to begin by offering our sincere apologies. As a valued ALL – Accor Live Limitless Silver member, you deserved a seamless, professional, and welcoming experience. We failed you on multiple fronts, and for that, I am truly sorry. Addressing Your Concerns Point by Point 1. Check-In Experience – No Name Tag, No Welcome Drink, No Status Recognition You noted that the check-in staff was not wearing a name tag, did not provide a welcome drink, did not recognize your Silver status, and did not inform you about the room rate when attempting to charge. This is completely unacceptable. Your feedback has been shared with our Front Office Manager for immediate coaching and retraining on Silver member recognition, professional appearance, and communication protocols. 2. Welcome Drink / High Tea Voucher – Confusion with Restaurant You mentioned that you were provided a high tea voucher valid until 23:59, but when trying to redeem it, restaurant staff had no idea about it and informed you it was only valid until 6:30pm. We sincerely apologize for this confusion and miscommunication. Your feedback has been shared with our Food & Beverage Manager to ensure all staff are properly informed about voucher redemption policies. 3. Check-Out – 1:15pm Request Denied, 12:05pm Call Check-Out You noted that you were having medication and wanted to check out at 1:15pm, but were told it was not possible – even though your reservation stated a 1pm check-out time. You also mentioned that the front desk called you. This is completely unacceptable. Your feedback has been shared with our Front Office Manager for immediate investigation and retraining on check-out procedures and honoring guest requests. 4. Team Service – "Staff are clueless" Your comment that staff are "clueless" is a clear signal of the service failures you experienced. We take this feedback very seriously and have shared it with our department heads for comprehensive retraining. 5. Loyalty Programme Recommendation We deeply regret that your experience has led to such a low recommendation of the loyalty programme. As a Silver member, you should have felt valued and recognized. We are committed to addressing the root causes of your dissatisfaction. Celebrating the Positives We are pleased that your accommodation and cleanliness earned 90/100 and 100/100 respectively, and that your booking experience and WiFi earned 100/100 and 80/100 respectively. Our Commitment to You Your feedback has been shared with the following departments for immediate action: Front Office: Check-in procedures, staff appearance, member recognition, check-out policies Food & Beverage: Voucher communication and redemption Department Heads: Service retraining We are deeply sorry that your stay was so disappointing. Your recommendation is a clear signal of your dissatisfaction, and we are committed to learning from your feedback and making the necessary improvements. We hope you will consider giving us another opportunity in the future to provide you with the professional, welcoming, and seamless experience you deserve as a Silver member. 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 your detailed feedback with us. As a valued ALL – Accor Live Limitless Platinum member, your insights are of the utmost importance, and we sincerely appreciate your honest review. We are pleased to receive your overall rating and your recommendation of our brand. Your score for breakfast selection is appreciated. Celebrating Your Words Your review title – "Great experience with the staff. Warm service." – brings great joy to our team. We are pleased that you found our staff warm and welcoming. Regarding Your Feedback – Glass Bottled Water to Plastic Flask We have carefully noted your feedback regarding the change from glass bottled water to a plastic water flask. You mentioned that this is a significant step down in quality, especially since even budget brands like ibis continue to provide bottled water. You also noted that you would not mind paying a few extra dollars to maintain the standard of amenities. We understand your disappointment. This change was made as part of our sustainability initiatives to reduce single-use glass and plastic waste. However, we acknowledge your point that the new flask may not feel as premium as the glass bottles previously offered. Your feedback is valuable, and we will share it with our management team to review our in-room water offerings and ensure that we balance sustainability with the premium experience our guests expect. Addressing Additional Feedback We have noted your scores for arrival, accommodation, cleanliness, and sustainability, and your scores for our team, check-out, WiFi, and booking experience. Your feedback has been shared with the respective teams – Front Office, Housekeeping, Engineering, and Green Team – for continuous improvement. Our Commitment to You Your feedback is invaluable in helping us improve our amenities and guest experience. We are committed to finding a solution that maintains both our sustainability goals and the premium experience you expect as a Platinum member. We hope to have the opportunity to welcome you back to Grand Mercure Batam Centre in the future. 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 trip with friends and for taking the time to share your detailed feedback with us. As a valued ALL – Accor Live Limitless Classic member, your insights are greatly appreciated. We are delighted to receive your strong overall rating and your perfect recommendation of our brand. Your excellent scores are truly impressive: for breakfast selection, our team, and check-out for accommodation, cleanliness, and WiFi for arrival and check-in Celebrating Your Words Your review title – "Location was good and all the staff was very courteous" – brings great joy to our team. We are pleased that you found our location convenient and our staff courteous throughout your stay. Regarding Your Feedback – Noise from Main Road We have carefully noted your feedback about the room facing the main road being "quite noisy" and that the soundproofing was "not very effective." You mentioned that you could clearly hear traffic noise and people talking outside the room, which made it difficult to rest, especially at night. We sincerely apologize for this inconvenience. As a hotel surrounded by main roads, we understand this can be challenging for light sleepers. 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 or away from the main road, which may offer a quieter experience. Please do not hesitate to let our Front Office team know your preference when booking, and we will do our best to accommodate you. Our Gratitude It was our genuine pleasure to host you and your friends. We are honored by your trust and your positive endorsement. We look forward to welcoming you back to Grand Mercure Batam Centre in the future – and we will do our best to assign you a quieter room. With our warmest regards and sincere appreciation, Grand Mercure Batam Centre