Mercure Penang Beach 4 stars

We Booked our stay at the Mecure Penang Beach on the Accor website. We frequently use Accor brand hotels, are members of their club and try to be loyal to a brand that offers some level of benifits in return for that loyalty. This hotel however doesn't deserve to be a part of that group as it is run by clueless staff at ever level of interaction. On arrival there was quite a line up of people chcking in with one person on reception. I went to the members privilige checkin as its supposed to be an express service for members but it look too long for anyone to come out and assist. My booking was made in advance and was "pre paid". I have a reciept from accor stating full amout paid in advance including fees and taxes. With an amout to be paid at hotel of zero. At checkin I'm then advised that there are extra taxes to be paid as Accor does not bill for these taxes on their website. They then swing around a document in a platic frame stating local taxes are payable. I argue that my bill is payed in advance and that if the company that owns them doesnt't bill me correctly they should get the taxes from Accor. They make no effort to correct the situation except to say that many people have the same complaint........Well fix the booking problem then!! We go to the room and unpack. We purchased an ocean view wich is nice but the room is tiny. If someone is in the bathroom at the sink and you open the door you will knock them unconsious. We get a welcome drink with our membership. Go to the bar and ask for a drink. No alcohol on offer. They say my membership doesn't cover booze.....But it does in every other Accor hotel I've ever stayed in??? I go to the pool to cool off. It's overcrowded with all sorts and no pool towels. Reminded me of a caravan park. I ask ever staff member I can see or find if I can get a pool towel. Nobody knows what a pool towel is. We left for dinner and on the way back into the hotel I asked the now new duty manager to explain the reason why I'm paying these undisclosed taxes. Once again I'm unhappy with the explaination. I decide that we will leave the hotel in the morning as I'm unimpressed withthe service. I ask for for her to put in writting via email the circumstances around payment for these taxes. I never recieve the email. In the morning we go for breakfast. Its like a zoo. Food all over the floor and tables struggling to be kept clean. Completly missmanaged. We pack up and go to checkout. I explain what is happening and that we are checking out early as Im unimpressed with the way they conduct business. There was no hand over from the previous night manager. I once again explain that I want an email explaing the why I have to pay extra taxes on a pre paid stay. Im promised I will recieve it........Still waiting. Rubbish, unprofessional, clueless. We walked a short distance down the road and checked into the Hompton. It was cheeper, had bigger rooms with amazing views. The staff were all excellent. There are better options. I could not recomed this hotel.

The rooms was good but the food for the whole time while we stayed there are not good in term of taste.

Clean and spacious rooms. Friendly staff

Had room with a Seaview . Good location. Appreciated morning walk on the beach.

The hotel is old. I used the public washroom and felt very uncomfortable, they're not dirty but small and old. Time to renovate them to give a good impression to the guests. The chairs in the common area are missing on the third day. Are they not for the guests to use or are they just for the guests who come for bengkel or meeting? The housekeeping need to improve.the cups were not washed thoroughly,coffee stain that can be removed still remain on the cups the first day I checked in. The floor is not vacuumed on the second day, the floor of the toilet and the shower area also not cleaned thoroughly .The towels look a bit old and is time to change them.the table and the mirror in the room is not wiped at all, the table is sticky. When closing the door can get a loud sound, this is really irritating while you're asleep. we can also easily heard people talking and children playing from the room at night. The breakfast is dissapointing. Not much varieties and not tasty. The peanut butter and butter is of low quality. The bean sprout is sour, so think they're not fresh. The fruits are really dissapointed , they should be cut in a bigger triangle shape and not in cube. The only good thing is the staffs who are working in the restaurant ,they are well trained. Luckily the hotel is right in front of the sea, I have a very good view while having breakfast .