Grand Mercure Batam Centre 5 stars

Dear Valued Guest, We are truly delighted to receive your glowing review and perfect ratings following your recent couple's stay at Grand Mercure Batam Centre. Thank you for taking the time to share your feedback and for awarding us such high marks across your experience. As a valued ALL – Accor Live Limitless Diamond member, your loyalty means the world to us, and we are especially pleased that you enjoyed a "nice upgrade" and found your bed to be comfortable. These are the touches we hope create a memorable and restful experience for our most distinguished guests. We are thrilled that your arrival, check-in, and interactions with our team all earned your perfect 100/100 scores. Your 10/10 recommendations for both our brand and the loyalty programme are the highest compliments we could hope to receive, and we are deeply grateful for your trust and advocacy. We have also noted your feedback regarding cleanliness and breakfast selection. Please be assured that your comments have been shared with our Housekeeping and Culinary teams as we continuously strive to refine every detail of our guest experience. It was our genuine pleasure to host you, and we eagerly look forward to welcoming you back to Grand Mercure Batam Centre for another comfortable and memorable stay. With our warmest regards and sincere appreciation, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for taking the time to share such detailed and constructive feedback following your recent stay at Grand Mercure Batam Centre. We sincerely appreciate your candor, as it provides us with the clearest roadmap to improvement. Please accept our sincere apologies for the multiple aspects of your stay that fell short of the standards you rightfully expected, especially as a valued ALL – Accor Live Limitless Platinum member. Your Check-In Experience You are absolutely correct that upon arrival, you should have been informed of breakfast hours, WiFi connection instructions, and the details of your Platinum welcome drink. This information is fundamental to a seamless stay, and we regret that it was not communicated clearly. We have shared this feedback with our Front Office team to reinforce the importance of a thorough and welcoming check-in process for every guest, particularly our elite members. Your Room Condition We are deeply concerned and sincerely apologize for the unacceptable condition of your room. The presence of black stains on the bedsheet and pillow is completely inexcusable and falls far below our cleanliness standards. Additionally, the malfunctioning hot water mixer, causing sporadic extreme temperatures, created an uncomfortable and potentially unsafe bathing experience. Please be assured that both issues have been escalated immediately: Housekeeping: Our Executive Housekeeper has been alerted to investigate how this oversight occurred and to reinforce strict quality checks on all linens before guest arrival. Engineering: The maintenance team has been directed to conduct a thorough inspection and repair of the hot water system in your assigned room to prevent this from recurring. Member Recognition We also note your feedback regarding the lack of recognition of your Platinum status. You should have felt acknowledged from the moment you arrived, and we regret that this was not your experience. The welcome drink should have been offered, and your welcome amenity should have met your expectations. We are reviewing our protocols for identifying and greeting ALL members to ensure that every elite guest feels valued and appreciated. Your Positive Notes We are grateful that despite these significant shortcomings, you found aspects of your stay satisfactory, including your check-out experience, the fitness centre, and the pool. Your continued 9/10 recommendation of the loyalty programme itself is a testament to your enduring trust in Accor, and we are committed to earning that same trust for our property. We truly hope you will consider giving us another opportunity to provide you with the flawless, welcoming, and comfortable stay that a Platinum member deserves. With our sincere apologies and commitment to doing better, Grand Mercure Batam Centre

Dear Valued Guest, We are absolutely delighted to receive your perfect rating and the wonderfully enthusiastic feedback regarding your recent family stay at Grand Mercure Batam Centre. To read the words "Everything perfect. Thankyou" is the ultimate reward for our entire team, and we are deeply grateful that you took the time to share such a comprehensive and glowing review. Your assessment of your experience is truly remarkable. Perfect scores of 100/100 across arrival, accommodation, cleanliness, breakfast, our team, departure, sustainability, lunch, dinner, the bar, in-room dining, concierge, fitness centre, pool, treatment experience, and kids services — this is an extraordinary testament to the dedication of every single department and team member who contributed to your stay. We are especially pleased that our commitment to sustainability, across food initiatives and the reduction of single-use plastics, resonated with you and earned your highest praise. We have also noted your feedback regarding the WiFi connection speed. Please be assured that this has been shared with our technical team for review as we continuously strive to enhance every aspect of our guests' experience. Thank you for your perfect 10/10 recommendation. It was our genuine pleasure to host you and your family, and we eagerly look forward to welcoming you all back for another flawless and memorable stay at your Batam home. With our warmest regards and deepest gratitude, Grand Mercure Batam Centre

Dear Valued Guest, We have received your review and wish to thank you for taking the time to document your experience with such detail, even in the midst of your deep disappointment. Please accept our most sincere and unreserved apologies for the series of catastrophic failures you endured during your family stay in room 1702. What You Experienced Was Not Just Poor Service — It Was Unsafe Your account is deeply troubling to us. You have described: A complete lack of air conditioning upon arrival, with only hot air blowing. The room lights tripping while you were showering, leaving you in pitch darkness — a genuine safety hazard. A total absence of hot water the following night. These are not minor inconveniences. They are fundamental failures of a hotel's basic infrastructure, and they created an environment that was uncomfortable, unreliable, and, in the case of the electrical failure, potentially dangerous. We are profoundly sorry that you and your family were subjected to this. Our Failure to Recover Equally concerning is our failure to recover the situation after the first or second incident. A guest should not have to endure repeated room faults, nor should they be expected to accept multiple engineering visits instead of being promptly relocated to a fully functioning room. Your suggestion that we should have "changed my room after repeated faults or did a thorough check on my room first" is completely valid. This is precisely what should have happened, and we regret deeply that it did not. Immediate Actions Taken Your feedback has been escalated with the highest priority. Our Chief Engineer has been personally instructed to conduct a full inspection of room 1702 and all systems within it. The Front Office Manager has been directed to review our protocols for handling guest complaints of this nature, ensuring that future guests experiencing multiple room faults are immediately offered a room change rather than subjected to repeated repairs. A Direct Appeal to You We understand that by the time you declined further engineering assistance on the final night, you had understandably "given up on this hotel." This is heartbreaking for us to read, especially as you are a valued ALL – Accor Live Limitless Classic member who has trusted Accor properties in the past. With our deepest apologies and a commitment to doing everything in our power to earn back your trust, Regards, Grand Mercure Batam Centre

Dear Valued Guest, Thank you for taking the time to write to us with such candor and detail. We have received your feedback and have reviewed your stay and your history as a valued ALL – Accor Live Limitless Platinum member. Please allow us to begin by saying that we are truly and deeply sorry. Your words carry great weight with us. You are not a first-time guest, nor a fleeting visitor. You are a returning, loyal Platinum member who has chosen Grand Mercure Batam Centre on multiple occasions. That you left feeling disappointed, unheard, and undervalued is a failure we do not take lightly. We are sincerely grateful that you took the time to share your experience, as it provides us with an opportunity to reflect, improve, and respond. Regarding Your Upgrade Expectation We wish to clarify the situation transparently. You had booked a Superior Twin Bed room. As a gesture of your Platinum status and returning loyalty, you were upgraded by two room categories to an Executive King — which is indeed the next available room category, subject to inventory. This upgrade was applied and intended as a recognition of your status. However, we fully acknowledge that the manner in which this was communicated, and the inflexible, transactional tone displayed by the night duty manager, fell tragically short of the warmth, discretion, and grace that you have experienced with us before — and that you absolutely deserved to experience again. An upgrade is not merely a transactional benefit; it is a gesture of appreciation. And that gesture was not delivered with the care it deserved. We have addressed this matter directly with the team member involved. This is not the standard of hospitality we stand for, nor the standard we know we are capable of delivering. Your feedback has been shared with our Front Office Manager and Director of Rooms for immediate coaching and service recovery training. Your Broader Experience We also note with deep regret that your stay was marked by dissatisfaction across multiple touchpoints — from check-in to breakfast, cleanliness, WiFi, and departure. Please accept our sincere apologies for the cumulative disappointment you endured. This is not the Grand Mercure experience you have known, and we are committed to identifying and correcting the root causes of these shortcomings. Our Commitment to You You eloquently stated that "true luxury hospitality is not defined solely by policy, but by the ability to exercise judgment with grace." We could not agree more. And we are profoundly sorry that, on this occasion, we failed to demonstrate that judgment. We sincerely hope you will allow us the opportunity to welcome you back and provide the warm, refined, and gracious experience that has kept you returning to us in the past — and that you so richly deserve. With our deepest apologies and sincere commitment to doing better, Grand Mercure Batam Centre