Grand Mercure Batam Centre 5 stars

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 detailed feedback with us. We sincerely appreciate your honest review, as it helps us identify areas for improvement. Celebrating the Positives We are delighted to read that you appreciated being assigned to a high floor and that you found the rooms "new and all in order." Your 80/100 scores for arrival, cleanliness, and sustainability are greatly appreciated. We are also pleased that Jenni at the front desk was kind enough to provide you with an early check-in – we will share your appreciation with her. Regarding Your Feedback We have carefully noted the areas where we fell short of your expectations: Hot Water Inconsistency (Accommodation 60/100): We sincerely apologize that the hot water in your room was not consistent. This is unacceptable. Your feedback has been shared immediately with our Engineering team to inspect and resolve the issue in your assigned room. Breakfast Selection (50/100): We deeply regret that our breakfast selection was disappointing, with limited choices and the need to queue for sausages to be cooked. Your feedback has been shared with our Executive Chef and Food & Beverage Manager for urgent review. We will evaluate our breakfast variety and consider making simple food items readily available rather than requiring guests to queue for cooking. Our Team (70/100): Your feedback has been shared with our department heads for coaching and improvement. Check-Out (70/100) and WiFi (70/100): Your feedback has been noted and shared with the respective teams for continuous improvement. Your Recommendation Your 6/10 recommendation of our brand is a clear signal that we have significant work to do, and we are committed to learning from your experience. 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 seamless and satisfying experience – with consistent hot water, an improved breakfast selection, and no queues for simple items. With warm regards and sincere appreciation, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent family stay and for taking the time to share such wonderful feedback with us. As a valued ALL – Accor Live Limitless Classic member, your insights are greatly appreciated. We are absolutely delighted to receive your flawless 100/100 rating across every single category – from arrival and accommodation to cleanliness, breakfast, our team, check-out, WiFi, sustainability, sustainable food initiatives, plastic reduction initiatives, in-room dining, and the pool. Your perfect 10/10 recommendation of our brand is the highest compliment we could hope to receive. Celebrating Your Powerful Words Your review title – "Excellent & Fantastic" – and your incredible statement – "The Best Hotel in Batam with Everything at 110%" – are truly the most generous words we have ever received. Knowing that you consider us the best hotel in Batam and that everything exceeded even 100% expectations brings immense joy to our entire team. Our Gratitude It was our genuine pleasure to host you and your family. We are honored by your trust, your perfect scores, and your enthusiastic endorsement. We eagerly look forward to welcoming you all back to Grand Mercure Batam Centre for another excellent and fantastic stay. With our warmest regards and deepest gratitude, 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 wonderful, detailed review with us. As a valued ALL – Accor Live Limitless Gold member, your insights are greatly appreciated. We are absolutely delighted to receive your flawless 100/100 rating across nearly every category – from booking and arrival to accommodation, cleanliness, breakfast, our team, check-out, and WiFi. Your perfect 10/10 recommendations for both our brand and the loyalty programme are the highest compliments we could hope to receive. Celebrating Your Words Your review title – "Great Staff, great value for money" – and your words – "The staff were fantastic, the Hotel is very modern & very clean" – bring immense joy to our entire team. We are thrilled that you enjoyed our breakfast, noting it as "excellent with great choices for all types of food." Your perfect 100/100 score for breakfast is a wonderful encouragement to our culinary team. A Special Thank You for Recognizing Our Team We are deeply touched by your special mention of: Mr. Irwan (transport) – you noted that he and his team "managed all our transport from the golf courses & to restaurants, never late & nothing was too much trouble." Mr. Kenneth (dining room) Your words – "nothing was too much trouble" – are the highest praise any team member can receive. We will personally share your appreciation with Mr. Irwan, his team, and Mr. Kenneth. Knowing that their service made your trip seamless and enjoyable is the greatest motivation for our team. Regarding Your Feedback We have noted your 90/100 rating for sustainability. Your feedback has been shared with our Green Team for continuous improvement. Our Gratitude It was our genuine pleasure to host you and your friends. We are honored by your trust, your perfect scores, and your enthusiastic endorsement. We eagerly look forward to welcoming you all back to Grand Mercure Batam Centre on your next visit – perhaps for another golf trip! With our warmest regards and deepest gratitude, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for choosing Grand Mercure Batam Centre for your recent business trip and for taking the time to share such a detailed and wonderful review with us. As a valued ALL – Accor Live Limitless Platinum member, your insights are greatly appreciated. We are absolutely delighted to receive your flawless 100/100 rating across nearly every category – from booking and arrival to accommodation, cleanliness, our team, check-out, member recognition, in-room dining, concierge, fitness centre, pool, and treatment experience. Your perfect 10/10 recommendations for both our brand and the loyalty programme are the highest compliments we could hope to receive. Your review title – "Excellent service and care" – beautifully captures the essence of what we strive to provide every guest, especially our Platinum members. A Special Thank You for Recognizing Our Team We are deeply touched by your heartfelt appreciation for so many of our team members. Your words – "Good and attentive front desk crew, security and restaurant staff. Polite, lively and experienced" – bring immense joy to our entire team. We are especially grateful for your special mention of: Jenni at Front Desk The Duty Manager The Restaurant Manager and crew for 23-25 May 2026 Your words – "Please give my kudos to Jenni" and "Exemplary work! Keep it up!" – will be personally shared with each of them. This is the greatest motivation our team could receive. Celebrating Your Platinum Recognition We are thrilled that as a Platinum member, you experienced: A room upgrade that exceeded your expectations Perfect 100/100 recognition of your ALL member status A welcome drink and welcome amenity that met your expectations Regarding Your Feedback We have carefully noted your 80/100 ratings for: Breakfast selection – shared with our Culinary team for continuous enhancement WiFi speed – shared with our Technical team for improvement Sustainability initiatives – shared with our Green Team for review Our Gratitude It was our genuine pleasure to host you. We are honored by your trust, your perfect scores, and your enthusiastic endorsement. We eagerly look forward to welcoming you back to Grand Mercure Batam Centre on your future business trips. With our warmest regards and deepest gratitude, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for taking the time to share such detailed feedback with us. I am deeply concerned to read about your experience, and I want to begin by offering our sincere apologies. As a valued ALL – Accor Live Limitless Gold member, you deserved far better than the service you received. We failed you, and for that, I am truly sorry. Addressing Your Concerns Point by Point 1. Arrival and Check-In (50/100) You mentioned that the front desk claimed your room was upgraded, but it was not, and that you were given wrong information about room costs. This is completely unacceptable. Your feedback has been shared with our Front Office Manager for immediate investigation and retraining of the team member involved. Gold members should receive accurate information and genuine upgrades when available – not false promises. 2. Member Recognition (30/100) Your rating for member recognition is our lowest, and we take this very seriously. You noted poor service attitude and wrong information provided. We apologize deeply for this. Your feedback has been escalated to our Front Office and Guest Relations teams for urgent review. 3. Breakfast Selection (60/100) You noted limited food choices and that most food ran out by 9:30am. This is unacceptable. Your feedback has been shared with our Executive Chef and Food & Beverage Manager for immediate review of replenishment protocols during peak hours. 4. Celeste Pool Bar / Attendant Service (30/100) You described that the attendant ignored you, didn't take your order, and was very slow to respond, forcing you to order at the counter instead of your table. This is completely unacceptable behavior. Your feedback has been shared with our Food & Beverage Manager for immediate coaching and retraining of the team member involved. 5. Welcome Amenity and Room Upgrade You noted that your welcome amenity fell below expectations and that your room upgrade did not meet expectations. As a Gold member, you should have received both properly. We apologize for these oversights. 6. Language Barrier and Attitude Issues You mentioned a language barrier between Bahasa and English, as well as attitude issues with staff. We take this feedback very seriously. We will be reinforcing our service training to ensure all staff communicate effectively and warmly with all guests, regardless of language. 7. Loyalty Programme Recommendation (5/10) We note that your recommendation of the loyalty programme is low. We would welcome any further feedback on how the ALL programme could better serve you. Our Commitment to You Your feedback has been shared with the following departments for immediate action: Front Office: Check-in experience, upgrade claims, member recognition Food & Beverage: Breakfast replenishment, Celeste pool bar service Executive Chef: Breakfast food variety and availability Training Department: Language and attitude issues Our Apology I am deeply sorry that your stay was marked by so many failures. Your 7/10 brand recommendation is generous given your experience, and we are committed to doing better. We hope you will consider giving us another opportunity in the future to demonstrate the service standards that Gold members deserve. With our warmest regards and sincere apologies, Grand Mercure Batam Centre