Grand Mercure Maha Cipta Medan Angkasa 5성

We had a 3 night stay at Grand Mercure Medan. I always stay with the Accor hotels, so I know how things should work, unfortunately many things didn’t on this stay. We experienced several problems with our stay unfortunately. The day of arrival, we ordered fries and a cola for room service. We was told, that the hotel didn’t have cola even being a 5 star hotel, having it on the menu. We asked if they could get it (across the street), but the staff seamed incredibly unqualified for any help. Nothing could be helped with. After waiting for 1 hour for the fries, we called and cancelled them. We where told - “You can’t do that, they are standing here!” (To start with, we had been told maximum 30min waiting). If they were standing there, why not deliver it then?! We had a booking in the restaurant a half our later, for 7 people, so what should the fries help at that point? Very poor management of the situation. In the restaurant, 6 out of 7 got food, because they forgot to take 1 dish at the counter. Everyone else had finished their food, when meal 7 arrived - very cold. They had to cook that meal over again. The staff seemed busy being on, maybe social media, instead of being there for the customers. They did apologise afterwards, but it’s just not okay. Suddenly they had found 2 cans of cola anyways at the hotel, so we could have it, which was nice. Many of the staff just did not seem to care about the guests, and it was random with security checking the cars or not, and around the entrance of the hotel. Asking about the executive lounge (being a platinum member with Accor), also was a joke. “Sorry it’s under renovation” Why is this not mentioned anywhere I could come with several more stories. Only thing that saved the hotel, so we will stay there again, is that Guest Ambassador the last morning was very kind to us. She should be the manager of the guest service - as the only person with service in the hotel. It was overall a very surrealistic stay at the Grand Mercure Medan, and not living up to the Accor Brand - and the Grand Mercure Brand at all.

A 5 Star Hotel in ALL.com app. Service does not feel like a 5 Star. - Arrived 3 hours earlier than the expected time of check in. Settled payment for 4 days 3 nights (include breakfast + extra bed). Allow to leave our luggage at the reception till time to check-in. There's no service like will notified us if the room is ready than expected timing. We have to go to reception to clarify ourselves even after the expected timing. - Shower pipe need to be repair. The shower pipe in the bathroom is loose. It makes a noise when it turn on for quite sometime. Pipe isn't a friendly use like any other 5 star hotel. - Requested extra bed but it was place infront of the TV??? - Window not soundproof. Road quite noisy in the middle of the night. - Was asked to pay for 2 pax of breakfast on the 3rd day when we enter the breakfast lounge. Shown the person in-charge my ALL.com app that have paid room with breakfast included. (and upon arrival we have make it cleared and paid for 3 pax breakfast for 3 times.) Were told to have our breakfast first while the person in-charge will check however she did not get back to us to give us an answer or even apologize if it's her mistake. - Breakfast : Same everyday. - Location Wise : Need to book GRAB car even to the nearest mall as the road are not safe to cross due to heavy traffic.

Great hotel to stay as it is very luxury especially for means of Sumatra people. Great services and other luxury. Only beer is expensive like everywhere in Medan to get. Best place for this are Grand Cafe where they don't charge you as much. Medan is a stinky and polluted and hot city to be. But everywhere you go Indonesians are junior and great people to meet. Barely people speak good English

Big thanks to the concierge team for helping me with transportation around Medan! They made getting around so easy by arranging everything for me. From booking taxis to giving great advice on where to go, they really took care of it all. Couldn't have asked for better service, made my trip so much smoother!

What can I say, this is certainly not a 5 star hotel, bed linen soiled with old stains, take off pillow cases and you find bodie fluid stains,detected and in clear view using UV blue light Bathroom toilet bidet not cleaned , black stained with 🦠 bacteria. Called the General Manger, arrogant from he start , he did not bother to apologise. Instead he came out with his "code blue" story implying that I might be bringing up bad things in his hotel, to show the hotel in bad light "SOMBONG" is the right word to describe this highly unprofessional GM, I went to the lobby to look for a new hotel, when I noticed that the so called GM called in the hotels legal representative and off duty police man in full uniform plus one more, all three kept on giving me eye contact taking pictures of me, whilst I was video taping them for 2.51 hours, they were trying to intimidating me, a representative from accir group came to my rescue, when I left the hotel with him. The hotel legal representative followed both of us to my waiting car, I kept on video him, then he talked to the accor rep, and said that he would talk to him the next day Question ❓ is it the policy of accor hotel to use intimidating tactics against guest with legal representative and off duty police to shut them up Mr unprofessional general manager search on Google dirty hotel sheets and UV light looking for bacteria in hotel, many do