Mercure Karawang 4 stars

Customer review rating (ALL Rating) 4.6/5 522 reviews

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Mercure Karawang - Image 1
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Jl Galuh Mas Raya, Teluk Jambe, West Karawang Indonesia, 41361 KARAWANG, Indonesia

Description

Hotel extras

  • Swimming Pool

  • Kids Zone

  • Water Park

  • Shopping mall and optional excursions around the city.

Our accommodation(s)

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Hotel location

Mercure Karawang

Jl Galuh Mas Raya, Teluk Jambe, West Karawang Indonesia
41361 KARAWANG
Indonesia

GPS:-6.328304, 107.290948

Telephone
Fax +62 267 8638000

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Car park
  • Shuttle
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • Room service

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  4.6/5  522 reviews

Customer review rating 1.0/5

Clara K. Couples - Confirmed reviews ALL

We were very disappointed during our last stay compared to our previous stays. A few days before our arrival, I asked if we could have an early check-in. They told us to check back on the day of arrival. I messaged them through WhatsApp in the morning, but there was no response, even though I could see that they were online the whole time. I found it quite rude not to reply. I understand that early check-in is not guaranteed, but I would have appreciated a response to my message, especially since their phone line wasn’t working either. I tried calling many times that morning, but the calls wouldn’t even connect, so there was no way to reach them at all. We ended up arriving at 1 pm, and they were able to check us in. However, I was hoping we could arrive earlier as our flight landed early in the morning. We did receive a room upgrade, which is one of the perks of being a Gold member, but what I really needed was early check-in and better communication with guests (such as replying to WhatsApp messages), not an upgrade. Secondly, the staff seemed either untrained or not updated with changes in the hotel. We had a massage booked at the spa, but the receptionist directed us to the spa near the pool area. After waiting for quite some time with no staff around, we went back to reception only to be told that the spa was actually on the 15th floor. We had been misinformed and wasted our time waiting at the wrong place. Another issue that ruined our experience was that the housekeeping staff never closed the door properly after cleaning the room or dropping off our laundry. We trust the hotel with our belongings, but they didn’t even ensure that our room was properly secured after entering. Other guests could easily have accessed our room when we were away just by pushing the door open. On the day of our departure, at 8:30 am, housekeeping knocked on our door twice and asked if we wanted the room to be serviced. We were clearly checking out that day, and I had the DO NOT DISTURB sign hanging on the door. Are staff not trained not to knock when that sign is displayed? I was very annoyed that they ignored the sign, especially since our check-out time wasn’t until 12 pm. There was absolutely no reason for them to knock and disturb our rest. This was unacceptable, and unfortunately, we will not be coming back.

Dear Ms. Clara K., Thank you for taking the time to provide such detailed feedback regarding your recent stay at Mercure Karawang. We sincerely apologize that your experience did not meet the high standards you—and we—expect. We deeply regret the frustration caused by the lack of response to your early check-in request and the difficulties reaching us via WhatsApp or phone. We understand how important timely communication is, especially for our valued Gold loyalty members, and we are reviewing our communication protocols to ensure all guest messages are acknowledged promptly. We also apologize for the misinformation regarding the spa location and the lapses in housekeeping, including room security and disturbances despite the DO NOT DISTURB sign. Your feedback has been shared with the relevant teams, and immediate steps are being taken to reinforce staff training, improve internal communication, and strengthen our service standards. We understand that your stay was disappointing, and we are truly sorry that we fell short of providing the seamless, attentive experience you expected. While we regret your decision not to return, please know that your feedback is invaluable in helping us improve our operations and guest experience. Warm regards, M Revy GUNADI Front Office Manager

Customer review rating 3.0/5

Rendi R. Business - Confirmed reviews ALL

nothing special..maybe next i choose another hotel

Dear Mr. Rendi R., Thank you for sharing your feedback regarding your recent stay at Mercure Karawang. We sincerely apologize that your experience did not fully meet your expectations, especially as a valued Platinum member of our ALL loyalty program. We regret that our service and responsiveness did not feel personalized or timely, particularly for long-stay guests. Your comments regarding room cleanliness, breakfast, and overall team service have been shared with the relevant departments, and we are taking immediate steps to improve our responsiveness, attention to guest preferences, and housekeeping standards. Please accept our sincere apologies for not providing the exceptional experience you expected. Your feedback is invaluable, and we will use it to enhance our services and ensure that every guest—especially loyal members—feels truly valued. We hope to have the opportunity to welcome you back in the future and demonstrate meaningful improvements in your next stay. Warm regards, M Revy GUNADI Front Office Manager

Customer review rating 4.5/5

Masnur E. S. Friends - Confirmed reviews ALL

Kamar nyaman

Terima kasih banyak atas ulasan positif Anda, Ibu Masnur E. S., mengenai pengalaman menginap di Mercure Karawang. Kami sangat senang mengetahui bahwa Anda merasa nyaman dengan kamar dan kebersihan hotel kami selama menginap bersama teman-teman. Masukan Anda terkait sarapan dan pelayanan tim juga kami catat dengan baik untuk terus meningkatkan kualitas layanan kami. Kami berharap dapat segera menyambut Ibu Masnur E. S. kembali di Mercure Karawang untuk pengalaman menginap yang semakin menyenangkan dan memuaskan. Hormat kami, M Revy GUNADI Front Office Manager

Customer review rating 3.5/5

Biswa P. G. Business - Confirmed reviews ALL

Stay was very good, but due to unavailability of Indian food faced difficulty.

Dear Mr. Biswa P. G., Warmest greetings from Mercure Karawang. Thank you for sharing your detailed feedback and for your kind words about the cleanliness, accommodation, and service provided by our team. We are pleased that your stay was overall very good. We sincerely apologize for the inconvenience caused by the unavailability of Indian food during your visit. Your comments are valuable, and we will review our dining options to better cater to our international guests in the future. Your feedback motivates us to continue improving our services and offerings, and we hope to have the opportunity to welcome you back with a dining experience that fully meets your expectations. Warm regards, M Revy GUNADI Front Office Manager

Customer review rating 4.0/5

Ufaira N. Families - Confirmed reviews ALL

It was nice stay experience, but sadly couldn’t try the onsen and kids playground because it was under renovation.

Yth. Ibu Ufaria N., Salam hangat dari Mercure Karawang. Terima kasih telah membagikan pengalaman menginap Anda yang sangat rinci dan memberikan skor keseluruhan 80/100. Kami senang mengetahui bahwa Anda menikmati lokasi, ambience, kebersihan, dan pelayanan tim kami. Kami mohon maaf karena Anda tidak dapat mencoba onsen dan playground anak-anak yang sedang dalam renovasi, serta kendala kecepatan WiFi. Masukan Anda tentang welcome drink & snacks serta aktivitas anak-anak tambahan sangat kami hargai dan akan menjadi bahan pertimbangan untuk peningkatan fasilitas dan layanan kami ke depan. Kami sangat menantikan kesempatan untuk menyambut Anda kembali dan memperkenalkan “wajah baru” fasilitas kami, sehingga pengalaman menginap berikutnya dapat lebih menyenangkan dan memuaskan bagi seluruh keluarga. Hormat kami, M Revy GUNADI Front Office Manager

Other web-users rate our hotel

  • 195 reviews 8.7/10 Location
  • 552 reviews 7.7/10 Room
  • 617 reviews 8.9/10 Service
  • 12 reviews 8.4/10 WiFi
  • 287 reviews 7.3/10 Cleanliness
  • 205 reviews 8.5/10 Breakfast
  • 136 reviews 5.4/10 Comfort

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