Grand Mercure Solo Baru 5 stars

Dear Mrs. Amy K., Thank you for sharing your detailed feedback following your recent stay at Grand Mercure Solo Baru, and for your continued loyalty as an ALL – Accor Live Limitless member. Please accept our sincere apologies for the shortcomings you experienced upon arrival. We deeply regret that your check-in journey did not reflect the seamless, priority experience that our valued Accor members rightfully expect. Regarding your concerns: 1. Accor Member Priority Handling You are absolutely correct — the dedicated Accor Member line is intended to provide priority service and recognition. This matter has been addressed seriously with our Front Office team, and we are reinforcing training to ensure proper member recognition and priority handling at all times. 2. Check-in Protocol for Prepaid Bookings For fully prepaid reservations made via the ALL App, If any verification is required, it should be handled smoothly and efficiently. We sincerely regret the inconvenience you encountered and are currently reviewing our procedures to prevent any unnecessary friction in the future. 3. Front Entrance Service Standards At our hotel, security and entrance teams are expected to provide proactive and anticipatory assistance, including luggage support upon guest arrival. We regret that this was not demonstrated during your visit. Immediate coaching has been conducted to reinforce our service culture and attentiveness. Please be assured that your feedback has been shared with the relevant department heads for thorough review and corrective action. Experiences such as yours are taken very seriously, as they help us improve and uphold the standards associated with the Accor brand. We truly value your loyalty and would appreciate the opportunity to restore your confidence in us. Should your travels bring you back to Solo Baru, please feel free to contact us directly so we may personally ensure a smooth and memorable stay. Warm regards, Arief Maulana General Manager

Dear Mrs Astari R., Thank you for taking the time to tell us about your experience at the Grand Mercure Solo Baru. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Grand Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Arief B Maulana General Manager

Dear Mr Kedy T., Warmest greeting from Grand Mercure Solo Baru. Thank you for the time you took to rate our hotel. We are glad that you enjoyed your stay and we look forward to welcoming you again in the near future. Sincerely, Arief B Maulana General Manager

Dear Mrs Lucia R. P., Warmest greeting from Grand Mercure Solo Baru. Thank you for the time you took to rate our hotel. We are glad that you enjoyed your stay and we look forward to welcoming you again in the near future. Sincerely, Arief B Maulana General Manager

Dear Riechie W., Thank you for bringing this matter to our attention. First and foremost, please accept our sincere apologies for the inconvenience caused by the clogged wastafel in your room. We truly regret that although the issue had been reported, it was not resolved promptly, and we understand how frustrating this must have been during your stay. Please be assured that we have escalated this matter to our Engineering team for immediate action and thorough inspection to ensure the issue is fully resolved without further delay. Additionally, we are reviewing our internal follow-up procedures to prevent similar occurrences in the future. Your comfort is our priority, and we deeply appreciate your patience and understanding. Should there be anything further we can assist you with, please do not hesitate to contact us directly. Thank you for your valuable feedback, and we look forward to serving you better. Sincerely, Arief B Maulana General Manager