Mercure Surabaya Grand Mirama 4 stars

Dear Muk C., Thank you for taking the time to share your experience with us. Please accept our sincere apologies for the inconvenience and disappointment you experienced during your stay. We are truly sorry to learn that the refrigerator in your room was not functioning properly and, more importantly, that you reported the issue twice but did not receive an appropriate response before your departure. We fully understand your frustration, especially as this resulted in you having to discard the yogurt you had brought with you. Your comments regarding our complaint handling are taken very seriously. The lack of follow-up from our team is certainly not the level of service we aim to provide, and we regret that we failed to respond to your concern in a timely and appropriate manner. We have shared your feedback with the relevant departments for further review and improvement, particularly regarding communication, follow-up, and escalation of guest complaints. We also understand your concern that if a more serious issue had occurred, the lack of response could have had a greater impact. Please be assured that your feedback is an important reminder for us to strengthen our service standards and ensure that every guest concern is properly acknowledged and followed through until resolution. We sincerely regret that this experience did not reflect the hospitality and service standards we strive to deliver. We hope you will give us another opportunity to restore your confidence and provide you with the attentive and comfortable stay you deserve. Sincerely, Sugito Adhi Cluster General Manager

Dear Mrs Nina H., Thank you for taking the time to share your wonderful review of your stay at Mercure Surabaya Grand Mirama. We are delighted to know that you enjoyed our convenient location and found your room comfortable. It is also great to hear that you had the opportunity to experience the lively Car Free Day on Sunday morning right in front of the hotel, along with the wide variety of delicious local street food available nearby. We are glad that our location added to the enjoyment of your visit. Your kind words mean a great deal to our team and encourage us to continue delivering memorable experiences to all our guests. We look forward to welcoming you back to Mercure Surabaya Grand Mirama for another pleasant stay in the near future. Sincerely, Sugito Adhi Cluster General Manager

Dear Mr Muhammad U. B., Thank you for taking the time to share your detailed feedback regarding your stay at Mercure Surabaya Grand Mirama. We are delighted to know that you enjoyed the room decoration and appreciated the complete in-room facilities provided, including the amenities, entertainment options, Wi-Fi, and other conveniences. We are especially pleased to hear your positive comments about the quality of our bathroom amenities. We believe that attention to small details can create a more memorable experience for our guests. We sincerely appreciate your valuable feedback regarding the refrigerator condition and the presence of a small cockroach in room 728. Please accept our sincere apologies for the inconvenience caused. Your comments have been shared with our Housekeeping and Engineering teams for immediate follow-up and further inspection to ensure similar issues can be prevented in the future. Thank you again for your constructive feedback and for giving us an overall rating of 8.5/10. Your suggestions are truly valuable as we continuously strive to improve our facilities and services. We look forward to welcoming you back to Mercure Surabaya Grand Mirama and providing you with an even better experience on your next visit. Sincerely, Sugito Adhi Cluster General Manager

Dear Heryanto O., Mr We very much appreciate your comments regarding your stay at the Mercure Surabaya Grand Mirama. 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. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Sugito Adhi Cluster General Manager

Dear Ms Effi S., Thank you for sharing your wonderful review following your recent business stay at Mercure Surabaya Grand Mirama. We are delighted to know that you had a comfortable stay and enjoyed our well-appointed room, delicious breakfast, and convenient location. It is also a pleasure to hear that you experienced a smooth and fast check-in through our Accor member priority service. Providing seamless and personalized hospitality for our valued ALL – Accor Live Limitless members is something we truly take pride in. Your kind words are greatly appreciated and will be shared with our entire team as motivation to continue delivering exceptional experiences to all our guests. We look forward to welcoming you back to Mercure Surabaya Grand Mirama on your next trip. Sincerely, Sugito Adhi Cluster General Manager