Grand Mercure Batam Centre 5 stars

Dear Valued Guest, Thank you for taking the time to share your detailed feedback with us. I am deeply concerned to read about the frustration and inconvenience you experienced regarding the billing issue. As a valued ALL – Accor Live Limitless Gold member, you deserved a seamless and transparent experience, and we regret that we failed to deliver that. Billing Issue Resolved I am pleased to confirm that our Front Office Manager, Indra Muhammad Yusuf, has personally addressed and resolved the billing issue you raised. The discrepancy regarding the ALL points deduction and outstanding balance has been rectified. We sincerely apologize for the confusion and inconvenience this caused you. Addressing Your Feedback We have also carefully noted your comments regarding: Check-In Experience: Your feedback has been shared with our Front Office team for immediate review and retraining, particularly regarding the handling of ALL member check-ins and point deductions. Egg Station Greeting: We take your feedback very seriously. All guests should be treated equally and with warmth. Your comment has been shared with our Food & Beverage team for immediate coaching of the chef involved. Celebrating the Positives We are pleased that your accommodation, cleanliness, breakfast selection, check-out, and WiFi all earned perfect 100/100 scores. Your appreciation for the room upgrade is also noted. Our Commitment to You We are committed to learning from your experience and ensuring that such billing discrepancies and service lapses do not recur. Your feedback has been shared with the relevant departments for improvement. We sincerely hope you will consider giving us another opportunity in the future to provide you with the seamless and warm service you deserve as a Gold member. With our warmest regards and sincere apologies, 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 the multiple service failures you experienced, and I want to begin by offering our sincere apologies. As a valued ALL – Accor Live Limitless Classic member, you deserved far better than the service you received. We failed you, and for that, We are truly sorry. Addressing Your Concerns Point by Point 1. Room Service Leftovers – 5 Attempts to Get Cleanup In-Room Dining You noted that it took 4 rounds of calling and 1 physical trip down to concierge – a total of 5 attempts – to get someone to clean your room service leftovers and utensils. The food had been there for almost 12 hours. When you went to concierge, you were shrugged off. This is completely unacceptable. Your feedback has been escalated immediately to our Housekeeping and Concierge teams for urgent investigation and retraining on guest request fulfillment and proper communication. 2. Spa Booking – Unpleasant Experience, Rude Staff You noted that spa staff were "rude and adamant." This is unacceptable and falls far below our service standards. Your feedback has been shared with our Spa Manager for immediate coaching and retraining of the team involved. 3. Breakfast Selection You mentioned "Too limited and beverages were too sweet." Your feedback has been shared with our Executive Chef and Food & Beverage team for review and improvement of breakfast variety and beverage options. 4. Concierge Service Your feedback has been shared with our Concierge team for review and improvement. 5. Sustainability, Sustainable Food Initiatives , Plastic Reduction Your feedback has been shared with our Green Team for review. Celebrating the Positives We are pleased that you found the hotel clean and our staff "extremely polite and helpful" with a good command of English. Your 100/100 score for WiFi and 80/100 scores for accommodation, cleanliness, and check-out are appreciated. Our Commitment to You Your feedback has been shared with the following departments for immediate action: Housekeeping & Concierge: Room service cleanup responsiveness Spa Manager: Staff attitude and service Executive Chef & F&B: Breakfast variety and beverage sweetness Green Team: Sustainability scores Our Apology We are deeply sorry that your stay was so disappointing. Your 7/10 recommendation is generous given your experience, 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 demonstrate the service standards you deserve. With our warmest regards and sincere apologies, The Management & Team 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 detailed feedback with us. As valued ALL – Accor Live Limitless Gold members, your insights are of great importance, and we sincerely appreciate your honest review. We are pleased to receive your overall rating and your recommendation of our brand. Your 80/100 scores for breakfast, our team, check-out, WiFi, and sustainability are appreciated. Addressing Your Concerns Point by Point 1. Noise from Motorbikes on Main Road We sincerely apologize that noise from motorbikes on the main road disturbed your rest, continuing until midnight. 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. 2. Bathrobe Cleanliness – Caused Itchiness We are deeply concerned by your comment: "The bathrobe wasn't cleaned properly, caused itchiness on my body." This is completely unacceptable and falls far below our hygiene standards. Your feedback has been escalated immediately to our Executive Housekeeper for urgent investigation and retraining of the laundry and housekeeping teams. 3. Check-In and WiFi Your feedback has been shared with our Front Office and Technical teams for review and improvement. Our Commitment to You Your feedback is invaluable in helping us improve our room comfort, cleanliness standards, and service. We are committed to making the necessary improvements. 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 satisfying experience. 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 couple's stay 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 80/100 overall rating and your 8/10 recommendation of our brand. Your excellent scores are truly appreciated: 100/100 for WiFi 90/100 for arrival, accommodation, cleanliness, and check-out 80/100 for our team and sustainability 70/100 for breakfast selection Celebrating Your Words Your review – "The room is neat and clean. TV is new with Youtube to keep us entertained. Overall is a very good experience!" – brings great joy to our team. We are pleased that you enjoyed our new TVs with YouTube and found your room neat and clean. A Special Thank You for Recognizing Our Team Member We are touched by your description of the "Friendly morning staff lady who station at the front counter... shoulder length hair lady." Even though you could not recall her name, we will share your appreciation with our entire front counter team. Knowing that her friendly service made your stay special is the greatest motivation for our team. Regarding Your Feedback We have carefully noted your comments: Water Temperature Fluctuation: We sincerely apologize for this technical issue. We are glad that our staff politely apologized for it. Your feedback has been shared with our Engineering team to inspect and resolve the issue. Breakfast Selection (70/100): Your feedback has been shared with our Culinary team for continuous improvement. Your Encouragement Your words – "Keep up the good work!" – mean a great deal to us. We are committed to maintaining and improving our standards. 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 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 couple's stay 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 pleased to receive your 60/100 overall rating and your 5/10 recommendation of our brand. Your excellent scores for arrival, cleanliness, our team, check-out, WiFi, and sustainability are truly appreciated – all earning 100/100. Regarding Your Feedback We have carefully noted the areas where we fell short of your expectations: Noise from the Street (Accommodation 60/100): We sincerely apologize that noise from the street disturbed your rest. 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, which may offer a quieter experience. Breakfast Selection – Lack of Western Options (30/100): We are deeply concerned by this score. We apologize that our breakfast offerings did not include sufficient Western options to meet your preferences. Your feedback has been shared with our Executive Chef and Food & Beverage team for urgent review and improvement of our menu variety. Our Commitment to You Your feedback is invaluable in helping us improve both our breakfast variety and room comfort. We are committed to making the necessary improvements. We hope to have the opportunity to welcome you back to Grand Mercure Batam Centre in the future and provide you with a more satisfying experience – with better Western breakfast options and a quieter room. With warm regards and sincere appreciation, Grand Mercure Batam Centre