Mercure Berau 4 stars

Dear Mr. Sai K., Thank you for taking the time to share such a detailed and thoughtful review of your recent stay at Mercure Berau. We truly appreciate your openness, and we are deeply sorry to learn about the discomfort you experienced, particularly regarding the smoking odour in the property. First and foremost, we sincerely apologize that this issue overshadowed what should have been an enjoyable stay in a hotel that you described as beautiful, modern, and thoughtfully designed. Your observations about the smoke transferring between floors and through the ventilation system are extremely important feedback for us. We understand how disruptive and unpleasant this can be, especially for guests who are sensitive to smoke. The concern you raised about the designated smoking floor and the atrium concept is taken very seriously. While the architectural approach may have been designed with specific considerations, we fully acknowledge that the airflow and ventilation interaction can cause unintended effects. Your comments shed valuable light on how this impacts the guest experience in practice, and we will be reviewing this matter carefully with our management, engineering, and corporate teams. Your expectation for a fully smoke‑free environment is completely understandable, especially in modern hospitality settings where clean air and comfort are essential. We agree that newer properties should reflect these needs, and your feedback will contribute meaningfully as we evaluate potential adjustments to our smoking policy and ventilation systems. We also appreciate your positive remarks about our team’s service, cleanliness, and sustainability efforts—such as the refillable water station. While we are glad that these aspects met your expectations, we are truly sorry that the air quality issue diminished what could have been an exceptional stay. Thank you once again for sharing your experience so clearly and constructively. Your feedback is invaluable, and we genuinely hope to have the opportunity to welcome you back in the future under better circumstances—so we may provide the high‑quality stay you originally hoped for. Warm regards, Maksum Aksan Damanik General Manager

Dear Mr. Bryn D., Thank you sincerely for taking the time to share such a detailed and thoughtful review of your recent stay with us. It is truly a pleasure to hear that your visit to Mercure Berau was an exceptional experience from start to finish. We are delighted to know that you found our rooms to be well‑appointed, comfortable, clean, and tastefully designed. Your kind words regarding our team—from the reception, housekeeping, restaurant, concierge, and all those you encountered—are deeply appreciated. We are especially pleased that our staff were able to assist you comfortably despite the language difference. Recognition like this means a great deal to us. We are equally glad to hear that you enjoyed the variety and quality of our breakfast and dinner offerings, as well as the completeness of our facilities, including the pool and concierge service. Your appreciation for our sustainability initiatives, particularly the refillable water stations on each floor, is truly encouraging. We are committed to reducing waste while maintaining guest comfort, and it is wonderful to know this effort resonated with you. Your positive comments about room cleanliness and the efficiency of our housekeeping team are also sincerely appreciated. We will be sure to share your compliments with them. We are honored by your statement that Mercure Berau is “the only place to stay in Berau.” Words like these inspire us to continue delivering the highest level of hospitality to every guest who chooses to stay with us. Thank you once again for your trust, your feedback, and your warm recommendation. As a valued member of ALL – Accor Live Limitless, we look forward to the pleasure of welcoming you back on your next visit to Berau. Warm regards, Maksum Aksan Damanik General Manager

Dear Ms. M., Thank you very much for sharing such a wonderful review with us. We are truly delighted to know that your stay was nothing short of perfect, and we sincerely appreciate your kind recommendation. It is a pleasure to hear that every aspect of your experience—from your arrival, the comfort of your room, the cleanliness, the hospitality of our team, and your departure—met your expectations beautifully. We are also pleased that our WiFi quality and our sustainability initiatives left a positive impression on you. Your appreciation of our dining offerings means a lot to us, especially your highlight of the grilled salmon—we’re thrilled to know it became your favorite dish during your stay. We are equally delighted that you enjoyed our bar service, in‑room dining, and pool facilities. As a valued member of ALL – Accor Live Limitless, your feedback motivates us even further to maintain the high standards you experienced and continue delivering exceptional service to every guest. Thank you once again for choosing Mercure Berau for your stay. We look forward to welcoming you back for another memorable visit. Warm regards, Maksum Aksan Damanik General Manager

Dear Mr. Mak G., Thank you very much for your positive review. We are delighted to hear that you enjoyed our hotel, appreciated the convenient location, and found our cleanliness to be excellent. Feedback like yours truly motivates our team to continue maintaining high standards of service and comfort for all our guests. We look forward to welcoming you back to Mercure Berau on your next visit. Warm regards, Maksum Aksan Damanik General Manager

Dear Charles, Thank you so much for your wonderful review! We are happy to hear that you had a fantastic experience during your stay at Mercure Berau, especially our staffs meet your expectation and also about your room and food. Your kind words mean a lot to us, and we truly appreciate you taking the time to share your thoughts. We look forward to the opportunity of welcoming you back for another memorable stay in the future! Best Regards, Maksum Aksan Damanik - General Manager