Mercure Gold Hotel Al Mina Road Dubai 4 stars

Booked online, and as I work for huge company we have special rates with Accor. A colleague and I arrived and were told that the hotel was fully booked. We were put in sister hotel (Ibis Styles) for 2 nights. Not a problem for us, Ibis was not as good, but we knew it was only for two nights. Moved back into Mecure, and was given a twin room for two nights, despite booking a double. So that is now four nights not in the room I booked. Food upstairs was ok, a lot of the Indian dishes tasted the same and it was always difficult to get the servers attention which was tiresome. Room account was not opened up, despite asking twice. So, everytime food was ordered, had to pay when it arrived to room, same with laundry, payment on each return. So points have not been added for these either. Breakfast inconsistent, sometimes you have gloves and serve yourself, sometimes you are served. Sometimes hot water urn, sometimes a cold milk urn, one morning coffee urn and milk urn swapped so ended up putting hot coffee onto my cereal. Brands are supposed to pay attention to detail and be consistent. On checking out, I was charged the same rate for the two nights in the Ibis as the Mercure. Told the manager this was unacceptable as they were not equivalent hotels. Manager insisted that the Ibis was also a 4 star hotel, even after I showed him the star ratings on the Accor website. Then started saying it was down to Ibis being fully so rates had increased. Mercure was also full according to him, which is why he put us in Ibis, but the Mercure rates did not increase. We told him that we had checked rates for next few months and they were constant, and the Ibis was always nearly 50% cheaper. Seems a coincidence that the two nights in the Ibis the rates went up. Then he tried to tell us that we had booked via Expedia (which we did not) and that rates were the rates. My company has a chainwide rate so we book with that, not Expedia, he still would not accept this, even though on our booking confirmation it clearly does not list Expedia. Told him we would be contacting Accor as he was basically just trying to rip us off. He said we were moved due to a burst pipe, so a new story. He finally relented and offered a small refund, nowhere near the actual rate difference. The points were also not added from the Ibis part of the stay. Special mention goes to Dilki and Joyce Anne, they were friendly and professional.

I would like to thank all the hotel staff that looked after us in very difficult circumstances and problems as well as the Covid situations. My stay was enjoyable and I would like to thank Joyce the hotel desk manager for all the hard work and attention she paid to not only our needs but the needs of all the hotel guests.

The front desk staff was very courtious helpful & supportive specially Angelica while checking in & checking out. Room was specious & cleaned. Thank you Fareed

When we went to check in we were told that there were not any rooms available for the first two days so were put up in the Ibis Styles which was a cheaper alternative. The breakfast there was very poor and the room basic as you would expect

Good service...good staff

Its good to stay but sadly cleaning service is not really good.

room were dusty and very old and tired looking, eg, curtain, desktop, bed, bathroom, etc

Very good experience Thank you for your good hospitality

Excelent

Great Hospitality. Come back again.

I really liked the way everyone treated me

friendly professional staff good covid-19 awarness

Booked by my company, the stay was pleasant. Good breakfast, average dinner

Everything was good Cleaning the room and products supply was perfect But sometimes i found some cockroaches which was a bit annoying..hopefully you can solve this issue

I was satisfied with the rooms, just some few broken woods in the wardrobe. But neatly kept. The food is supper good and the workers are very welcoming.