Mercure Samui Chaweng Tana 4 stars

I booked Mercure Samui Chaweng Beach Tana hotel over a month ago and wished to have a pleasant holiday with my family. I chose beautiful pictures room, with beach access and nice pool. However, when we arrived to the main reception, they told us that they 2 buildings new one and old one, and that all the standard rooms are I the old building just opposite the street. That was not OK for my family and they got angry, but as I booked standard rooms I said OK, perhaps the conditions are the same and only going to the beach would be a problem. And the hotel staff assured us that the rooms were absolutely the same (we paid 200usd per night for a room), I somehow booked breakfast for 3 people, though we were 4 )) As you can see the corridor floor it is just concrete. The rooms itself are fine. On the website they offer a view to the yard, but in reality you get a room with a view to the construction. You can not sleep daytime as all day long they keep building and talking, making lots of noise. At night we understood that our rooms are between 2 roads and as the corridor is open, without wall we have noise coming to the room both from the door and the window. Moreover, the A/C worked very loud. It was a terrible night and ruined our holiday we planned long to this Samui island. My children’s room window was trembling all night making noise and frightening them. So, the next morning I complained to the manager, and all we could do is just we pay 150usd per night for upgrade to deluxe room and move to a new building. And you know what? Rooms are not the same, rooms are better, fresh and they A/C works quite, you do not hear it. I told the manager that they must have 2 properties on the booking platform as they cheat people. They provide info about the 2nd building only if you open the room photos and read the text, that’s weird and scums do that way. And guess what, we still had breakfast for 3 people only )) Paying total for 3nights fifteen hundred and not offer a breakfast taking into account the situation I explained …)) I won’t come back here again, but if you ever come, please avoid this hotel no to destroy your holiday. This time they said that standard rooms are in old building, next time they will say that deluxe rooms are in old building, it’s very tricky and cheating way doing business. The worst is that the hotel is under international chain Accor. I booked this also because of it’s being international brand to avoid cheating, but couldn’t. It’s bad for both the Mercure Samui hotel and the Accor chain, doing business this way.

I recently stayed at the Mercure Samui Chaweng Tana for 4 nights, and I have mixed feelings about my experience. While the physical property, the location, and most of the staff are wonderful, the highly unprofessional handling of the breakfast service left a very bitter taste in our mouths at the end of our vacation. First, the positives. Everything about our stay was amazing except for the billing issue. The resort itself is lovely, and the facilities are fantastic. A special mention must go to the staff member responsible for controlling the traffic between the beach wing and the city wing. He was incredibly friendly, warm, and helpful, and we liked him a lot! The beach located right outside the resort is also absolutely beautiful, clean, and peaceful. In terms of location, it is about a 30-minute walk from the central, busy area of Chaweng. For us, this was perfect because it allowed us to enjoy the lively atmosphere of the town when we wanted to, but still return to a quiet environment to rest away from the heavy crowds. Unfortunately, our stay was deeply overshadowed by a major issue regarding the breakfast service and poor communication. Upon checking in, the staff explicitly informed us that our booking included breakfast every single day of our stay. However, on the second day, we went down to the restaurant, gave the staff our room number, and began taking our food. While we were taking the foods from the buffet, a staff member abruptly approached us and told us breakfast was actually not included. It was incredibly embarrassing, and we were forced to physically return our food plates. To it make matters more confusing, the staff then explained that breakfast was only excluded for that specific second day, but would be fully included for the rest of our 4-night stay. Trusting their word, we continued our holiday. The real disappointment came on our very last day. We finished our breakfast and were literally about to leave the restaurant then the restaurant staff suddenly cornered us. They told us that we had to pay for the breakfast again. We were completely shocked and deeply disappointed by this awful customer service. You simply cannot tell paying guests that a meal is free, allow them to eat, and then demand money from them right as they are trying to check out. It felt completely dishonest and highly unprofessional. While the beach, the resort, and the traffic staff are amazing, the management needs to seriously train their restaurant team on proper communication and billing accuracy.