Arrived at 2pm but could only check in at 8pm. Waited at sofa for 6 hours with no help from staff nor courtesy update from them. Every hour require to follow up on the room ourselves. Didnt even bother to do damage control or compensation

Unsatisfied, overall below my expectations. Breakfast: except the coffee, everything else was quite pathetic and simple. Not even have fried eggs or omelette. Not worth the value. Rooms: late cleaning (not sure if it was even cleaned at all), Either forget to provide clean towels or toiletries, so have to ask for it every day (I wonder how the housekeeping was trained). Front desk: appeared to be new because the staff were not sure about my booking details, and cannot answer simple questions about Reward points. Hotel: was very surprised that this hotel not allowed to use reward points to pay for example additional food expenses. Appeared that the hotel is under-staff and overwhelm with high occupancy.

If you thinking of having a good family holiday at this hotel, please think twice. It is the worst ever hotel I never stay in before with Accors hotel group. The room is not ready even I arrived at 3:45pm at the hotel and the room only available after 4pm, the second room only ready after 5pm, I thought the check in time is at 3pm? During the stay, my room cards were not function after I was back from a day trip in Penang on my second day stay about 6pm, I need to ask the housekeeper to open the room for my exhausted kids and I need to go to reception to change the keycards. When enter the rooms, only one of the rooms were cleaned and I need to go to reception to ask them to clean my other room, when complained to reception about this, they told me they were not enough staff, I was so disappointed, they not even said sorry for it just came out with all the excuses. I don’t think this should be the answer from and hospitality business and if they are not ready to be one, please leave. There also not enough parking for this hotel, they prioritize the function guest and reserved the parking fir them, they not care for the in house paid guest. I was asked to park my car at the next door building and pay for the parking myself. I think the hotel need to overhaul if they still want to be in the hospitality business.

We booked the room with small living area and kitchen which is spacious enough for us. Location is good with a beach behind the hotel. Parking are limited and at time we have to park at condominium next to it with charges. Overall stay is quite comfy but not worth to pay for breakfast. Breakfast is quite terrible, with selection of noodles or nasi lemak. Other choices are limited. Not sure if there is some minor work ongoing, the room above us had the knocking sound in the afternoon 2 days on the row. We feedback to the front desk the first day but 2nd day still the same. Quite annoying indeed as you can't even take a nap.

This is a beach front hotel , previously know as four points hotel . it's a normal room with beautiful sea view . good location , walking distance can get food court , restaurant and a hyper market. Didn't dine in hotel restaurant so can't give any commend about it .

Location and facilities are good. However, the service and cleanliness need to improve. No towels replenish after room make-up. I've called the front desk but no action was made. Also, I can't sleep well with the noise from the room next to me.

Mercure Hotel on Penang's famous Tanjong Bungah stretch is about 8km from Georgetown city centre (Komtar). The hotel has a beautiful private beach where you can relax with no disturbance. Public transport are convenient, just in front of the hotel, but the traffic is quite heavy in the mornings and evenings. Our room with a large king size bed was pleasant and clean, reasonably large. Comfortable king-size bed. The only issue I want to bring up is the bathroom shower as everytime we shower, the water flows over the bathroom floor as the glass screen was a bit too small. The thing that makes a hotel a good place to stay are the staff. All the people are friendly and helpful. There is a food court about 400 metres walk from the hotel with plenty of nice Penang hawker food. Overall, we had a nice stay in the hotel. Do go for the higher floors.

The hotel is getting two stars because of the great food and beverage team and their excellent breakfasts, lunches, dinners and Christmas eve buffet. I would come back just to eat but would never again stay and the accommodation service, which is the hotel's main business gets no star at all from us when back in April 2019 we gave this same hotel a 5 star review. We arrived at the hotel on the eve of the 23 December around 10.30,11.00pm after 11 hours flights just wanting to rest but instead we found that we were given a dirty room to sleep in. The floor wasn't mopped properly so we could even see the marks, the toilet was dirty and even worse the bedsheet was stained in three different places. When I lifted the sheet to smell the stains I was shocked to see that there was no mattress protector under the sheet! Of course I called the reception that "tried" to send somebody from the housekeeping unit to find us a new mattress or a mattress protector and new sheet. This nice somebody, who didn't speak any English arrived with a bed sheet and a mattress protector for a kid size bed ( to use on the king size bed)! After an hour ( it was midnight by then), four phone calls to the reception and three failed attempts from the housekeeping person to search for a mattress protector, my husband went down to reception to speak to them as they have stopped picking up the phone! Only then did the duty manager who sits next to reception decide to get involved and get onto it!! He moved us to another room that was cleaner than the first one but WITH NO MATTRESS PROTECTOR EITHER!!! He told me over the phone that that was very common and when I tired to explain to him the use and benefit of the protector and how you can wash it when you can't wash the bed he disagreed with me!!! I'm still in shock that a 4 star hotel can have those low hygiene standards and even argue against the use of mattress protectors in all of their rooms! Shocking. My husband and I slept over the duvet for the rest of our stay as no one rectified the situation later as they had promised. The white towels were also not that white clean. Our room didn't have a working phone either, we couldn't call outside of the hotel and had to give reception the numbers to dial up and transfer the calls to us, 1990s style! I'm an Accor plus member and really questioning if it's worth the fuss or the membership fees. Would I come back to stay again? certainly not but I would come back to eat.

Staff and location are great. Away from the hustle of Georgetown and Batu Ferringhi and located 500m from a Tesco and Straits Quay. Only RM15 by Grab to these locations. Staff are so helpful and friendly, Muraly was fantastic keeping the external areas clean and well maintained. The pool is great for swimming and for young children. Gym also is well equipped with machines, mats and weights.

What a delightful few days we had in Penang, staying at the Mercure. We were made to feel welcome and valued as guests, the staff were friendly and our room (upgraded to a lovely sea view room) was superb. Well done to the friendly team, many of who took time to just chat with us. A few other points: the breakfast was fabulous, no shortage of good options for anyone; the pool was superb, great length for doing a few laps. My wife really made the most of the fitness centre and enjoyed using it. The only negative experience we had was being subjected to cigarette smoke. It would be great to have either designated smoking or non-smoking areas--or make all public areas non-smoking.I hate breathing in someone else's smoke. I realize there is still a culture of smoking acceptance in many Asian countries, but for Australians (which we are) it has largely become unacceptable.

The sea view was stunning from our room and overall, the hotel is located very close to the sea. The breakfast was good too. My only concern was the service of the staff - they don’t go above and beyond to help you or make you feel welcome but they aren’t outright rude as well. I would have given it a 5 if the service was good!

We had a very good stay and are generally very happy with the hotel except a couple of things (hence the 4 stars): - Service: 50% of the staff were excellent- friendly, helpful, efficient. Special mention to Mr Muraly who was extra helpful and friendly. He made people feel welcome. The other 50% of the staff were just plain awful- no smiles, inefficient, looked unhappy to be working there. Housekeeping and room service are extremely slow. Most housekeeping services requested through phone take a very long time to come. Room service- once, the line went unanswered a few times. Finally I got through to the operator instead, which transferred me to the restaurant. I ordered a soup, it came without a spoon or any cutlery. I asked for a spoon, and the staff basically said something like 'whoops, can you use your (already used) teaspoon?' Swimming pool- This one is just a minor issue, but for some reason, the swimming pool water was extremely cold! The pool only gets sun in the late morning/early afternoon, but even then, the water is still cold. I noticed a few other people dipping in, giving up, and going back to the beach. Other than the above, I'd say we still enjoyed our stay. The location is much more convenient than the other resorts at Batu Ferringhi. Short ride to the malls like Gurney Plaza for meals, or a short walk over to the food centre 2 blocks away. Convenience stall next door at Tanjung Point. Beach front location- very clean beach, too! Could not ask for more.

This Hotel is right on the beach. Cannot fault the food and beverage service but housekeeping was less than adequate . We had many problems with our room including faulty TV , shower flooding and drains backing up. We eventually had to change rooms.

Poor services and lack of communication. I had a bad experience where the room was not properly make up, towel is not clean and front office missed out my morning call! Truly bad experience not worth as what I’ve spend onto.

Year end family retreat started off with 1 hour 50 minute of waiting for check-in at 5pm, where check-in is suppose to be at 3pm. By the time room is ready, it’s already close to dinner time. Checking out itself took me 30min of waiting at Priority Lane. It makes me wonder if priority lane served its purposes. Totally disappointed with the front desk on no differentiation towards ALL members.