Grand Mercure Batam Centre 5 stars

Dear Valued Guest, Thank you for taking the time to share such a detailed and honest review of your recent family stay with us. I am deeply concerned to read your feedback, and I want to begin by offering our sincere apologies for the inconsistent and disappointing experience you encountered. As a guest who has stayed at Grand Mercure hotels in other cities and been very satisfied, your disappointment with our property is especially meaningful to us. We failed to deliver the standard of service you rightly expected, and for that, I am truly sorry. We are pleased that your arrival, check-in, check-out, and WiFi all earned perfect 100/100 scores. We also appreciate your honesty in noting that the room setup itself was "comfortable and nearly perfect." This tells us that our hardware is not the issue – the problem lies in our service consistency and attention to detail. 1. Cleanliness – Hairs on Floor and Bed (40/100) This is completely unacceptable. Finding hairs that did not belong to your family on the floor and on the bed is a serious failure of our housekeeping standards. Furthermore, when you requested a bedsheet change, the trash cans in both rooms were not emptied. Your feedback has been escalated to our Executive Housekeeper for immediate investigation and retraining of the housekeeping team. We will reinforce the importance of thorough room inspections before guest arrival and ensure that follow-up requests are completed properly. 2. Breakfast Food Quality (20/100) We sincerely apologize that the breakfast food quality was so disappointing. Soggy hash browns, dry fried rice, and lukewarm tea are not acceptable. Your feedback has been shared with our Executive Chef for immediate review of food preparation, timing, and temperature control. 3. Breakfast Service Inconsistency (20/100) Your description of the service inconsistency is particularly troubling. On the first day, staff were helpful with hot tea requests. On the second day, a different staff member treated a simple request for hot water and teabags as an "a la carte" favor, returned with a poor attitude, and suggested using the buffet hot water for refills. This is unacceptable behavior and a clear failure of service standards. We have shared your feedback with our Food & Beverage Manager for immediate coaching of the team member involved and retraining of all breakfast staff on consistent, gracious service for all guests – regardless of the day or the staff member on duty. There should be no confusion about how to handle a simple request for hot water and tea. 4. Sustainability (50/100) Your feedback has been shared with our Green Team for review. Our Commitment to You The inconsistency you experienced – helpful staff one day, dismissive staff the next; a clean room at check-in but with hairs overlooked; a bedsheet change requested but trash cans left untouched – is a clear sign that we need to improve our training and standard operating procedures. Your suggestion that management train staff more thoroughly to ensure consistent SOP is well taken and will be implemented across Housekeeping and Food & Beverage departments. I am truly sorry that your stay was so unpleasant, especially given your positive experiences with Grand Mercure in other cities. We are better than this, and we are committed to proving that to you. We hope you will consider giving us another opportunity in the future to provide you with the consistent, comfortable, and gracious experience you deserve. With our sincere apologies and commitment to improvement, Grand Mercure Batam Centre

Dear Valued Guest Thank You for Your Valuable Feedback Thank you for choosing Grand Mercure Batam Centre for your recent family stay and for taking the time to share such detailed feedback with us. We sincerely appreciate your honest review, as it helps us identify areas for improvement. Celebrating Your Positive Experience We are delighted to read that overall, you had a "comfortable stay" and enjoyed our "Perfect Location" and "Nice Breakfast!" Your consistent 80/100 scores for arrival, accommodation, cleanliness, breakfast, our team, and check-out are greatly appreciated. Your 8/10 recommendation of our brand is also noted with gratitude. Regarding Your Feedback We have carefully noted the areas where we fell short of your expectations: Traffic Noise (Motor Vehicle Noise): We apologize that you could hear motor vehicle noise from your room even at late night. As a hotel surrounded by main roads, we understand this can be challenging for light sleepers. For future stays, we recommend requesting a room on a higher floor, which may offer a quieter experience. Your feedback has been shared with our Engineering team for soundproofing review. WiFi (70/100): We apologize for any connectivity issues. Your feedback has been shared with our Technical team for improvement. Sustainability and Housekeeping Inconsistency (70/100): Thank you for your detailed observation. You mentioned that your family stayed on two different floors (3rd and 9th) and noticed that housekeeping practices differed – on the 3rd floor, shower towels and tooth kits were changed daily, while on the 9th floor they were not. We sincerely apologize for this inconsistency. Our standard practice, in line with our sustainability commitment, is to avoid unnecessary replacement of towels and amenities unless requested by the guest. However, this practice should be applied consistently across all rooms and floors. The fact that you experienced different standards on different floors is unacceptable. Your feedback has been shared with our Executive Housekeeper for immediate review and retraining of our housekeeping teams to ensure that all staff are aligned on our sustainability protocols and that guests receive a consistent experience regardless of which floor they are staying on. Our Commitment to You Your feedback is invaluable in helping us improve our consistency and guest experience. We hope to have the opportunity to welcome you and your family back to Grand Mercure Batam Centre in the future for an even more seamless and comfortable stay. Once again, I sincerely apologize for the error in our previous response. Thank you for your patience and understanding. With our warmest regards and sincere appreciation, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent couple's stay and for taking the time to share your feedback with us. As a valued ALL – Accor Live Limitless Gold member, your insights are greatly appreciated. Celebrating the Positives We are delighted that your arrival, check-in, check-out, and WiFi all earned perfect 100/100 scores from you. Your 90/100 rating for booking experience and 80/100 ratings for cleanliness, our team, and sustainability are also appreciated. Your 8/10 recommendation of the loyalty programme is noted with gratitude. Regarding Your Feedback We have carefully noted your 70/100 overall rating and your specific comments: "Bed is hard": We sincerely apologize that the bed did not meet your comfort preferences. We understand that bed firmness is a personal preference. For future stays, please let our front desk team know your preference, and we will do our best to accommodate you with a room that has a mattress more suited to your comfort level. "Noisy from road": We apologize that traffic noise from the main road disturbed your rest. For future stays, we recommend requesting a room on a higher floor, which may offer a quieter experience. Your feedback has been shared with our Engineering team for soundproofing review. "Face mirror are possible too high": Thank you for this observation. Your feedback regarding mirror placement has been shared with our Housekeeping and Design teams for consideration in future room reviews. Your Recommendation Your 6/10 recommendation of our brand is a clear signal that we fell short of your expectations. We are committed to learning from your feedback and improving in the areas you highlighted. Our Commitment to You We hope to have the opportunity to welcome you back to Grand Mercure Batam Centre in the future and provide you with a more comfortable and restful experience. With warm regards, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for taking the time to share your feedback with us. I am deeply concerned to read that your experience was rated so poorly across every aspect of your stay, with an overall score of 10/100 and a 1/10 recommendation of our brand. Your words – "Not really good" and "Not good" – are brief, but they carry significant weight. It is clear that we failed you and your family in a major way, and for that, I am truly sorry. We Would Like to Understand I notice that you selected "No comment" for most of the improvement questions. While I respect your choice not to provide further details, I would sincerely appreciate the opportunity to understand what went wrong during your stay. Without specific details, it is difficult for us to address the root causes of your disappointment. If you are willing, I kindly invite you to share more about your experience by replying to this email or contacting us directly at [hotel email/phone]. Your voice is important to us, and your feedback can help us prevent other guests from having a similar experience. Our Commitment to You Regardless of whether you choose to share more details, please know that we take your feedback seriously. Your ratings across arrival, accommodation, cleanliness, team service, check-out, and WiFi are a clear signal that we have significant work to do. We are committed to reviewing our operations across all departments to identify and correct any failures that may have contributed to your disappointing stay. Our Apology I am truly sorry that your family stay with us ended in such disappointment. This is not the experience we want any guest to have, and it is certainly not the standard we strive to uphold. We hope that you might consider giving us another opportunity in the future to demonstrate the quality of service and comfort you should have received. With our sincere apologies, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent trip with friends and for taking the time to share such a detailed and constructive review with us. As a valued ALL – Accor Live Limitless Gold member, your insights are greatly appreciated, and we take your feedback very seriously. I am deeply sorry to read that your experience was marked by multiple failures across different areas of our hotel. Please accept our sincere apologies for the significant disappointment you encountered. Celebrating the Positives We are pleased that you appreciated our new, spacious, well-equipped rooms, our convenient location near Batam Centre Ferry Terminal, and the good selection of welcome drinks for Gold members. Your 80/100 scores for arrival, accommodation, WiFi, and sustainability are also noted with gratitude. Addressing Your Concerns Point by Point 1. Gold Member Recognition – Upgrade & Early Check-In We sincerely apologize that no upgrade or early check-in was available for you as a Gold member. While these benefits are subject to availability, we regret that this was not clearly communicated or offered. Your feedback has been shared with our Front Office team for review of member recognition protocols. 2. Cleanliness – Stained Bedsheets (50/100) This is completely unacceptable. Stained bedsheets fall far below our cleanliness standards. Your feedback has been escalated to our Executive Housekeeper for immediate investigation and retraining of the laundry and housekeeping teams. 3. Soundproofing We apologize that you could hear noises from rooms opposite and traffic from the main road, making it difficult to sleep. Your feedback has been shared with our Engineering team to review soundproofing options. For future stays, we recommend requesting a room on a higher floor. 4. Air Conditioning Fault We apologize that the air conditioning in your room was faulty, turning on and off multiple times. We are grateful that our technician was able to resolve this on your second night, and we will share your "kudos" with him personally. Your feedback has been shared with our Engineering team to inspect the unit thoroughly. 5. Breakfast – A Complete Disaster (30/100) We are deeply sorry that your breakfast experience was chaotic and disappointing. Your detailed feedback has been shared with our Executive Chef and Food & Beverage Manager for urgent review and action: Egg Station: One chef resulting in long queues – we will review staffing levels during peak hours. Grill Station: Your suggestion to have the grill chef assist the egg station during high occupancy is excellent and will be implemented. Sausages: Your suggestion to cook sausages in advance instead of upon request is noted and will be reviewed. Noodle Station: Unclear queue management – we will implement clearer signage and queue flow. Buffet Replenishment: Too slow – we will review replenishment protocols. Food Presentation & Selection: Unappealing – we will review with our culinary team. 6. Team Service (60/100) We regret that our team did not fully meet your expectations. Your feedback has been shared with department heads for coaching and improvement. Our Commitment to You Your feedback has been shared with the following departments for immediate action: Front Office: Gold member recognition (upgrade, early check-in) Housekeeping: Stained bedsheets investigation and retraining Engineering: Soundproofing review and air conditioning inspection Executive Chef & F&B Manager: Complete breakfast service review Our Apology We are deeply sorry that your stay was so disappointing, especially as a Gold member. Your 7/10 recommendation is a clear signal that we have significant work to do, and we are committed to making the necessary improvements. We hope you will consider giving us another opportunity in the future to provide you with the seamless, comfortable, and enjoyable experience you deserve. With our warmest regards and sincere apologies, Grand Mercure Batam Centre