Good morning, 3404 I thought I would send this email while I’m on the train to the airport, as I wanted to share my disappointment with several aspects of our stay, particularly the experience this morning. This morning’s lift situation was absolutely unacceptable. We ended up leaving the hotel approximately an hour later than planned due to the ongoing issues with lift access. Across the morning, we probably spent close to 1.5 hours just waiting around the lift areas. Time we wanted to spend in the lounge. My biggest question is who thought it was appropriate to accept a booking for an open day during one of the hotel’s busiest checkout periods? If it had been an event with a clear start and finish time, that might have been manageable. However, the meeting rooms were on the 40th floor, meaning attendees were constantly using the lifts throughout the morning. At one point, the corridors on the 40th floor were so crowded that you could barely move. (As we took a lift up one stage to do stairs down) To make matters worse, the lift situation was already severely compromised. On one side of the building, there was only one operational lift, with the others out of service. On the opposite side, there were two operational lifts, with another out of service. I will say I did notice service lifts were unlocked some were so thank you there - Given the sheer number of people trying to move around the building, the lack of planning and management was astonishing. Even something as simple as coming down to the lobby for breakfast and coffee, then returning to our room to pack, became an unnecessarily stressful and time-consuming exercise. My mother-in-law is claustrophobic, which made the situation particularly uncomfortable for her. We were having to squeeze into overcrowded lifts, and eventually reached the point where we would take any lift available, even if it meant travelling all the way to the top before coming back down. Trying to do this with suitcases made things even worse. The timing of the event was particularly frustrating. The open day started at 9am, directly overlapping with the hotel’s prime checkout period of approximately 9–11am. Who approved this booking without considering the impact on paying hotel guests? The lifts were filled with young students attending the event rather than hotel guests, and unfortunately, some of their behaviour only added to the frustration. For example, one lift arrived from the 40th floor carrying a group of attendees. They exited, stopped to speak with others waiting for a lift, and continued chatting rather than moving along. They then missed the lift going back up, leaving them waiting another ten minutes for the next one. It was incredibly frustrating to watch when hotel guests were already struggling to move around the building. Unfortunately, the lift situation wasn’t the only issue during our stay. On Sunday, our rooms were not properly replenished with tea and coffee supplies. When we returned on Sunday evening, I called reception to request some. A staff member eventually arrived with decaffeinated coffee and chamomile tea, explaining that there was no regular coffee or black tea available anywhere in the hotel. I found this rather difficult to believe. I called reception again and was told someone would look into it and bring some up. After waiting another 20 minutes with nothing arriving, I went down to reception myself. I spoke with another staff member, who assured me that someone would bring tea and coffee to the room. This was particularly frustrating given that I had just walked past a fully stocked tea display in the bar area. Then, on Monday, housekeeping again failed to replenish the tea and coffee supplies. Spare toilet rolls were also not replenished during our stay at all. These are basic housekeeping standards that guests should not have to repeatedly chase. Overall, the experience was very, very poor. What should have been a straightforward final morning turned into a stressful and frustrating experience, with significant delays getting around the hotel and ultimately leaving for the airport. I appreciate that hotels host events and conferences, but surely there needs to be some consideration for the number of attendees, the available lift capacity and the impact on paying hotel guests, particularly during peak checkout times. The housekeeping issues, while smaller individually, only added to the overall disappointment. Then we were asked to wait 5 mins while a room check was done - where we said we don’t have time and just left. I would appreciate an explanation of how this morning’s event was allowed to create such significant disruption, particularly given the number of lifts out of service, and what the hotel intends to do to address these concerns. I look forward to discussions over a refund and lost time at the lounge where this was meant to be the first time my in laws would have used an airport lounge

Everything is good!!

Check-in Counter Abdullah was terrible. Had to wait couple of hours to check in from him and yes I understood the hotel's policy but besides that, later when I tried to change my check-in date, I was told to call some one else not him which was very unprofessional. Also when I did and changed the date, there was some price that I had to pay, but without even checking, I don't know if he did that on purpose or not but instead he told me to pay additional fees for it. For instance when I had to pay the left overs, he almost made me pay additionally the whole entire day so I would have paid double the price if I didnt double check. Overall very terrible experience and as a gold member of Agoda, I was very disappointed at this attitude. Also he was very rude. I was paying to stay with my money and I don't have to feel all the humiliation. I would never ever visit again due to him and I would never recommend this hotel to anyone I know, I will just tell them to avoid if you can at your best.

Enjoyed my stay in Mercure Hotel, the room was surprisingly big and overall experience was good!

Hotel is really old. Lights not working in my room. tiles with cracks, kitchen smell. This hotel would need a huge revamping / renovation.

Hotel location really good, all staff very helpful and friendly, room old fashioned but very reasonable for the price I paid but finding bugs in my room put me off completely and will not be staying here again because of this.

Thanks

Quite a convenient place to stay. Lots of amenities and very close to metro. Big rooms! Would love to stay again.

The room not clean anymore and I told the house keeping with no response, everyday the same The quality of food unfortunately not satisfied The room need to more renovation

good staff

Checked in 07:00 AM in Morning. Asked to check out by 01:00 PM same day.. Non-accomodating culture.

The elevators were not working properly. A long waiting time everytime one needed to use them in the evenings

We had a very comfortable stay there. Services were very good and the best thing was the view from our room.

the elevators are an adventure. i was given the privilege to stay on the 39th floor, which sounds nice, the view, etc.. but i didnt expect that i would have to spend 10 to 20min from the moment i press the elevator button till the moment to reach my floor. do you know what this means ??? it means that in the morning i would have to wake up 30 to 40min earlier in order to cover the time lost waiting for/ or inside the elevator. do you know what it means to enter the elevator on the 39th floor and while on the way down, the elevator makes a stop at almost every floor; what's even worse is when the elevator hits sudden brakes right before it reaches the 3rd floor, and for no reason, starts going up again while stopping at almost each floor. people were terrified, confused, and didnt know if they should stay on board or get out!!! it kept going up till it reached the top floor, then started going down again stopping at each floor. and putting a sign on the middle elevator door on the gnd floor saying "we're working to make your experience better" is not enough. i stayed 4 nights and my experience didnt get better!!! perhaps you meant on my next stay.

Furniture was so old. And We had many problems sink water leak in the kitchen, wash machine didn’t work and water leak. The bathroom ceiling leaked.

Receptionist behaviour was not good. She was arrogant

Comfortable stay, large and spacious living room and bedrooms, great for a family stay

Amazing pool and jacuzzi and restaurant is also very nice

I had a wonderful stay at Mercure Dubai Barsha Heights. The hotel is in a great location, very close to the metro, which made getting around Dubai really easy. My room was clean, comfortable, and well maintained. What I appreciated most was the friendly and helpful staff, who made me feel very welcome throughout my stay. A big thank you to the entire team for your kindness and excellent service. I would definitely recommend this hotel and would happily stay here again on my next trip to Dubai