Grand Mercure Jakarta Kemayoran 5 stars

Correspondence to reception and room service section is very bad. If I telephoned one time, there are several times to call again. Person in charge s very busy or no person. Lunch time serving is normal at o to 1 PM. After 1 PM, I did not receive lunch service. I telephoned many times. However answer is "Please wait I will check" I can get Lunch service at 3 PM. How about your connection system among each section.

Five days stay for quarantine. Very nice room and foods, of which guests can choose the type. Due to regulation, I cannot go out or walking around. There was a call for the 1st PCA test, but no call for the 2nd. It looked like my name was missing from the list, and a staff added my name to the list, writing with ball point pen.

I have a amzing experience for stay at mercure kemayoran, well located and good service. I enjoyed stay there but the wall a bit had noise from neighbors. Wish i can stay again for the next time.

Reception and porter handle quite fast and do good job even i notice traffic check out process..overall good

Had to stay with Grand Mercure as part of Indonesia Government's quarantine rules. Stayed with the hotel for 6 nights/7 days. Supposedly just for 5N/6D but there was a mixup with one of my swab test results where they say I was COVID positive, but actually NOT! The meals provided by the hotel were good, but not enough to compensate for the lack of clear process for the COVID testing protocols. If you ask the Operator for assistance, you will get different answers each time you call. I do not wish anyone to go through the emotional and mental stress the hotel has caused me, allowing for their healthcare provider to mixup my swab test results.

The office is not replying and even my invoice is pending despite many calls.

Right on time and call me update about my result test, food late buts fine pay for good taste

Fika in reception has great smile, good food, hotel is lux, will come back to stay with family

Quarantine stay, everything was good but operator was very difficult to pick up the phone.

Lack of social distancing made sure to give me covid as well as horrible, inedible & overpriced food.

I was staying in this hotel for my quarantine. The first night, I waited an hour for them to prepare my room. I had to ask the counter if my room was ready which apparently they had ready (they may have forgotten to tell me...) but when I went up to the room, my luggage was not there. Then I had to wait another hour and a half for them to find my luggage to bring to my room. During this process I had to kept calling the reception to ask how long I have to wait or if they can call me back to let me know if it's either lost or found so I can decide if I have to shower without my bathing things or not, but they kept saying "it's ok, I will call back to let you know" but never got a call back. The worst part was I had to get 2 PCR tests during my stay. My quarantine was for 5 days and my stay was for 6 days. I got my first PCR on day 3, which made me worry about when my second test would be and if I would be able to be out of quarantine or even to check out on time. I asked the reception after the first PCR about my second PCR, to which they didn't give me a proper answer just saying maybe I don't need a second PCR or I would get my second PCR the next day. The next day, I spent all day calling reception for the second PCR but the same answer or near the end they just didn't bother to pick up my call. On the day I was supposed to be out of quarantine, I called reception again since morning. They said that they have to check if I'm on the list, but that they have to wait for the external COVID testing team to arrive at the hotel to know. What continued was a cycle of "we will call you back in 1 hour", no call back, so I call back, and they don't have answer, back to waiting, no call back, so on. Until finally someone came to take me for my second test. I wasn't really blaming the hotel at this point as they told me that the external COVID organization is responsible to managing the testing, but when I asked the officer at the testing, I was informed that it was actually the hotel providing them with the list of who is getting the test on what day. And surprise, I wasn't even on the list that day. So if I hadn't bothered them, I might not even had had my second PCR that day. The officer told me that the results would come at midnight the next day at the earliest (which is the day I'm supposed to check out, and +1 day from what was supposed to be my last day of quarantine). I had to reschedule my business meetings multiple times since the hotel kept making me wait without giving me proper information for me to know what to realistically expect. But when I found out they were lying to me the whole time, pretending they had nothing to do with the testee list, I was more than disappointed and infuriated. I called the reception to tell them I cannot reschedule my meeting again and that I have to check out on the last day. They said I probably cannot check out until my second result and that I may have to extend a night (to which they will charge me). But they kept saying probably, and maybe and that they have to check with their manager. I asked to speak with their manager, but they kept saying he is off-site. I asked them to call me back when the manager arrives (which they said an hour later) and then it was back to waiting, no call back, so calling them back myself, same answer from them, waiting, etc. At one point, the reception put me on hold for 40 minutes. And when I finally hung up and called them again, they didn't even bother to pick up. Finally on the morning of my last day, I called reception again in the morning. Manager was not there yet. He was coming at 9am. I said ok, then have him call me at 9am. I wait until 9.20, no call so I call back. The guy said he's probably in a meeting and that it will finish at 10. I told the guy that if he doesn't want me to go downstairs and wait for him in person, that he calls me every hour whether the manager is available or not and give me proper explanation for what's happening and why he isn't available and that I'm not going to wait just to not get any call back whatsoever. This did it, as the manager finally called at 9.50 and arranged for me to check out just with my first PCR test. I was able to check out in the end, but I still had an extra day in quarantine and also days of frustration due to the hotel's mistake for late testing and their neglect in giving me answers. If they had just told me, that they had made a mistake and that I may have to be in quarantine for an extra day realistically, then I would have been able to plan and although I would be disappointed, I wouldn't have gone through such an experience of waiting and frustration. But the hotel kept me waiting, sometimes refused to pick up my calls, and shifted the blame to the testing team and even tried to get me to extend a night. I'm sure some others staying there had to extend as the guy next to me checking out was paying for an extra night for an extension. If anyone experiences similar things, there's one thing I learned. Ask the name of the person who gets your call. Ask to speak to the manager as soon as something is wrong. If they keep you waiting without a call back, tell the person that you know his/her name and threaten if you have to. They don't move until you do.

+ Best sleep, fancy room, nice bed, city view, nice and helpful staff. - Smells like smoke, receptionist/room service rarely picks up the phone, cleaning service is not really cleaning the room. Just folding things and arrange them.

Comfortable and good service

I have being told arriving in transit at Jakarta Aerport on my way to Bali Denpasar on 31 Dec that we must do 5 days 4 nights quarantaine and 2 PCR Covid test. No Choice. I choose Mercure thinking Accor group will be a guaranty of quality going through this very unpleasant and expensive "inconvenient ". Not true in Jakarta. The lady in aerport told me first price will be Rp 1 500 Jt per night. When I show her official list from gouvernement I got from local friends she finally admit that Price was only Rp 1 350 Jt... Arriving there, appart from lobby one guy show me calculation price on his personal hand phone, I paid in front for 4 nights and I had no receip beside bank ticket with total amount. Nobody was able to give me any information about my stay. The room was confortable enough but smelt tobacco so bad. I ask a non smoking room but they said they will send house keeper to spray something; never came. I called 6 times to asked a bottle opener and a dressing gown, said ok ; Never came. The food plastic box they drop on a chair in corridor was so bad that I couldn't eat it. I mentionned I was vegetarian and allergic to chili. Got one meal vegetarian really horrible with chili following ones with méat and chili. Decide to practice more méditation. One morning they just forgot to give food. Cleaning the room happened only one time in 6 days... Day 2 pcr test, 10 people in lift, result by email the Day after. Day 4 second covid test, no result by email the Day 5 after as planed. No information. Front desk not answering the phone anymore. ( called 12 times ). Missed my plane to Bali. I'm résident there. Day 6 at 7 am said they received test result on paper and I can check out. I had of course to pay one more night. Got receip mentionning price of room Rp 1,115,702 + transportation charge Rp 111,570 + Transportation tax Rp 122,727 X 5 days, !!! then they said that transportation back to Aerport wasn't included. I I will never go again to your hôtels and I told all my Friends about this very bad expérience.

I stayed here fir quarantine purpose,checked in on Jan 5th. I like staying here coz Accor well known for good service. However,as Quarantine facility,GM could've setup a better system for check in,pcr testing process and check out notice to guests. As a colleague in hospitality business, i would like to recommend Few suggestion that you could consider to maintain a health protocol & systematic process: 1) Do fogging/sanitize the luggages for incoming guests. Especially those who came from airport. 2)On arrival,give a que numbers for the guests along with instruction of each process in arrival (where to go,pcr test schedule, what to prepare i.e download Ehac app ahead of time/bring passport or KTP, etc). 3)On pcr testing day, recommended to call 15 room at a time so no congestion on the line. Too many people at the time and even on the floor staff seems not having control on directing the incoming guests. Have one staff on each floor to release 15 room once line on 5th floor become quiet. I notice no social distancing and staff approached so many times for guests askijg direction. Instruction could've been given in a letter to each room to avoid more face to face interaction om the day. 3) On Day 6, i called 2x to "0"asking about check out status,was told to wait for update. At 1230pm i got called asked if i want to extend my stay or to check out. Confused with the question, i ask back shouldn't the hotel inform us if we are good to go or not. I mean i want to check out but i wont come out of the room if no clear confirmation if im going to be released or not. 4) To establish a better system & communication to guests since day of arrival to the time we check out. This way your staff wont be overwhelmed on handling the massive arrival. 5) Service overall is good,room is good. Love accor!