Mercure Grand Jebel Hafeet Al Ain Hotel

Mercure Grand Jebel Hafeet Al Ain Hotel 4 stars

Customer review rating (ALL Rating) 4.0/5 501 reviews

ALLSAFE approved hotel

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Description

Hotel extras

  • Swimming Pool and Water Slide under maintenance

  • Free WIFI

  • Spa and fitness facilities

  • Family rooms

  • Private indoor car park

Hotel location

Mercure Grand Jebel Hafeet Al Ain Hotel

Jebel Hafeet, P O BOX 24476, P.O.Box 24476
24476 AL AIN
United Arab Emirates

  • By plane

    ABU DHABI AIRPORT At 165km / 102.53 miles

  • By plane

    Al Ain International Airport At 20km / 12 miles - Shuttle free

  • By plane

    DUBAI AIRPORT At 130km / 80.79 miles

GPS:24.077793, 55.768983

Hotel services

Check-in from - Check out up to

In summary
On site
  • Shuttle
  • Restaurant
  • Wheelchair accessible hotel
  • Air conditioning
  • Wi-Fi
  • Breakfast
  • Bar
  • Meeting rooms
Near the property
  • Car park

Our accommodation(s)

Our guest reviews

Our guest reviews for
Mercure Grand Jebel Hafeet Al Ain Hotel

100% genuine reviews from our guests

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ALL Rating  4.0/5  501 reviews

TripAdvisor Rating  4.0/5  1,536 reviews

Customer review rating 3.5/5

Abdulatif A. Couples - Confirmed reviews ALL

Nice place to relax

Well located

Customer review rating 4.0/5

H. Families - Confirmed reviews ALL

It was great stay and we enjoyed our Eid holidays

The facilities require maintenance, supervision and refurbishment.

Customer review rating 1.5/5

Samm Couples - Confirmed reviews ALL

Considering that Mercure has a certain standard, I expected that at the very least - furniture and fixtures to not be torn, broken or defective. The bathroom fixtures such as the extendable vanity mirror were broken, the flush on the toilet didn't work most of the time and the shower spewed a light brown tinted water for the first few minutes that we had turned it on. The bathtub drain was partially blocked and we had to remove the drain cover completely in order for the water to drain completely. The wastepaper basket had a faux leather cover that was ripped, the furniture had lacquer peeling off and the shear curtains had obvious cigarette burns on them (this was a non-smoking room #305). The desk lamp as well had clearly seen better days as the shade was almost falling off. The cabinet door to the minibar refrigerator remained perpetually ajar. The HVAC vents were bent and disfigured and it was obvious that over the years guests have tried to adjust the airflow direction. This could be owing to the fact that the ac controls don't respond to input or rest back to their previous settings once you have finished adjusting them. Furthermore, the lack of supervision or "welcome guidance" in the form of a valet or even a bellhop was quite disappointing since I had to ask a security guard after waiting outside for a few minutes. The security himself had no clue as to where we should park or whom we ought to approach for parking / luggage etc. The basement parking had no lights on, and there was no security present. In one instance we noticed an individual (most likely a guest) relieving himself in one of the dark corners of the basement parking as we headed to our vehicle. Despite these instances, the room itself was bigger than average, we loved the view from our room and the fact that it had a nice balcony. The staff were cooperative and friendly and assisted us whenever we required.

Good stay and friendly staff

Customer review rating 5.0/5

Walaa Solo - Confirmed reviews ALL

Hotel is very clean, staff are super friendly .

Unique location, nothing else, not worthed.

Customer review rating 0.5/5

Anonymous Couples - Confirmed reviews ALL

I found a very cheap rate and decided to book. Apearently the pool was closed, hence the price. Room was nice, water was rusted, no water pressure at all in the shower and toilet. I hope it was just because they were renovating, but definitely not worthed if you pay a lot.

Great staff

Customer review rating 4.0/5

Rmf Friends - Confirmed reviews ALL

Very polite and helpful staff.

Old Hotel Well Located

Customer review rating 1.5/5

Anonymous 9. Solo - Confirmed reviews ALL

Catastrophic night very noisy until 3 am. What is the point to upgrade me because the swimming pool is not functioning if it is to put me above the disco of the Hotel. aircon not working properly. No view has design of window is very poor

Underwhelming

Customer review rating 2.0/5

Josefina Couples - Confirmed reviews ALL

I experienced problem with the reservation when the reservation agent assumed that I wanted to cancel and cancelled the booking for me 2 days before the stay. Then after calling she reinstated the booking however I never received any confirmation of it even when I asked for a email confirmation. Only the same day of the check in I received a confirmation. Once we arrived to the hotel the staff greeting us was nice, however the places seemed almost abandon when we walked around the property. I was expecting more as this is a Accor owned property.

All pools closed

Customer review rating 3.0/5

Catherine Families - Confirmed reviews ALL

It was disappointing that at noon on the day of our arrival, we were told the pools were closed. We had visitors and were keen to show them the view from the mountain so we came anyway. We had a fun time at the crazy golf, a good meal at Al Khama, although the starters arrived at the same time as the main, so the mains went cold quickly. Breakfast was good Rooms were looking tidier but still have bathroom issues ( poorly flushing toilets) All in all, the hotel is now well looked after and the improvements over the last year or so are encouraging. I love the James Bond look of the hotel and hope that there are plans to refurbish the rooms and bathrooms in the near future.

Unpleasant.

Customer review rating 1.5/5

Anonymous Families - Confirmed reviews ALL

Not functional pools and slides.

Fantastic views

Customer review rating 5.0/5

Anonymous Families - Confirmed reviews ALL

The hotel is very well located, it has beautiful views of the city. It has a good value for money. The staff is nice. The hotel has different activities such as mini golf, pool, play ground, among other things.

Life threatening experience in Mercure Grand Jebel Hafeet Al Ain Hotel

Customer review rating 0.5/5

Qasim M. Families - Confirmed reviews ALL

Dear Ms. Rima Rawass, I would like to bring to your notice a life-threatening experience that I had at your hotel and I am really disappointed as well as angry to note that the Hotel Manager, Mr. Ibrahim didn't bother to give me a call and ask about my health and leg that got badly hurt due to poor maintenance and old tiles of the new swimming pool area. I was lucky enough to slip on the other side of the swimming pool otherwise I would have lost my leg. Mr. Ibrahim fully knows about the incident and i have demanded compensation from him but he hasn't reverted back till today. I would have called the police and file a complaint about the situation but I didn't want to ruin the reputation of your hotel, therefore I demanded Mr. Ibrahim provide me minimum compensation of at least 750,000 rewards points and change my membership status to Diamond status. This is what I can least expect from Mercure Grand Hotel. I have been taken to Tamam Hospital by hotel staff and doctors clearly state that I am lucky not to have fractured from such a horrible incident. I can share all the proof by means of photos that my friend took at the incident and which clearly show how I got escaped from a big disaster of my life. Mr. Ibrahim offered me two night's stay, full board, in the Presidential Suite at the hotel but I am not at all interested in his offer because he didn't realize what I have gone thru and my leg is still in pain even after 10 days of the incident. My two-day staycation has been ruined because of this incident and it is purely due to a lack of maintenance at the newly opened swimming pool site that would have been witnessed of serious accident especially if any child would have stepped on the tile and it would have broken. Therefore I don't want to talk to Mr. Ibrahim anymore and I expect a call from the NCT&H group in order to fulfill my demand else I have to share my concern directly with the CEO of Accor group to compensate me for what I have experienced at Accor Hotel Group. I am looking forward for your urgent attention to my request. Kind Regards Qasim M. +971 50…

A very pleasant stay

Customer review rating 5.0/5

Radha R. Families - Confirmed reviews ALL

The staff were extremely friendly so much so that in just one day, everyone started interacting with us like a family. We, as a family, would, for sure, visit this place often as it is located in a beautiful scenic environment with very warm, wonderful people always ready to help us with a smile in the Hotel.

With a wonderful view but not so optimal service

Customer review rating 3.0/5

Louna C. Families - Confirmed reviews ALL

I enjoyed my room with the view and the pool (though we arrived in the evening). However the checkin and checkout procedures did not meet mercure standards in my opinion. Concerning the buffet, I would have expected a more international one.

Nice climate and plenty of things to do

Customer review rating 4.0/5

Jcdm Families - Confirmed reviews ALL

My children love staying here because of the mini golf, water slides, badminton, pool, foosball and even pentanque! And the weather is a good respite from the Dubai/Abu Dhabi heat. Granted, the hotel is showing its age, but there's no other hotel on a mountain like it in the UAE

Peaceful

Customer review rating 5.0/5

Anonymous Business - Confirmed reviews ALL

The ambiance is very peaceful and all the staffs are very accomodating and approachable.

Beautiful stay

Customer review rating 5.0/5

Amlgr Families - Confirmed reviews ALL

Clean and spacious rooms, friendly and professional staff, excellent COVID-19 protocols in place, beautiful location and view, lots of activities for the kids

Disappointing

TripAdvisor rating 1.0/5

jvme2002 TripAdvisor review

Check in was the worst experience by far it made we want to go back home and cancel our stay but since we traveled up the mountain to get there and my daughter was so excited I decided to stay. The room I requested was not even noted and only to be told that it is easy to fix but why not do it right the first time so there is no need to complain. More complaints followed but the highlight of which is the fridge in the room isn’t working and with molds . They sent a replacement but I’m not sure if they are deliberately mocking because the replacement has more molds . I stopped complaining and just put up with everything from there. I have told friends and family about my experience so they can lower their standards when they need to stay there as there is no other hotel up on Jabel Hafeet. Maybe this is the reason service and everything else is so disappointing.

Dear Valued Guest, Thank you for taking the time to tell us about your experience at the Mercure Al Ain Jebel Hafeet. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please be 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, The Management.

The Hotel Has visibly aged

TripAdvisor rating 2.0/5

drallah TripAdvisor review

The hotel seems antiquated. Staff is very polite but a simple sandwich room service order takes 45-50 minutes and a room service dinner order one hour. I was in room 206 and the bath drainage needs opening up. Pillows are not soft. I won't come back.

Dear Dr. Allah, We very much appreciate your comments regarding your stay at the Mercure Al Ain Jebel Hafeet. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services and will sort out the areas that you pointed out. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, The Management.

Awesome stay

TripAdvisor rating 5.0/5

ah2071978 TripAdvisor review

very good stay , view from mountain top was Magnificat , staff was very cooperative , room was very big and weather on mountain top was much better , even the way up to mountain top is a plus , overall i will be back for sure

Dear Guest, Greetings from the Mercure Grand Jebel Hafeet. Thank you for your wonderful review of the Mercure Grand, and I am delighted to note that you had a great time at the resort. With a mission to provide superior guest service, we take great pride in serving your needs and are delighted to hear that we have met your expectations. As a valued guest your feedback will be shared with the team to continue to inspire and motivate them to deliver exceptional customer service. Thank you for choosing the Mercure Grand Jebel Hafeet and we hope to welcome you again in the near future. Sincerely, The Management

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