Mercure Samarinda 4 stars

I checked in on Sunday, October 15th, 2026. Although I had already completed mobile check‑in through the ALL app, the front desk area was crowded and I still had to wait in a long queue. As a Gold member, I understand that room upgrades are based on availability, but the front desk simply told me that no upgrade was available. When I asked about other Gold member benefits, the staff only mentioned late check‑out—which I didn’t need since I was leaving early. There was no effort to explain any alternative benefits, such as a room with a better view, a corner room, or anything that might make the stay feel more special. In other Accor properties, staff always try to deliver the best possible experience. Even when an upgrade isn’t available, they offer thoughtful gestures—like complimentary lounge access—that make guests feel valued. Unfortunately, that level of service was missing at Mercure Samarinda.

We had a wonderful stay at Mercure Samarinda. Although we frequently stay at this hotel and also as Accor Member, this was our first experience receiving a complimentary room upgrade. We would like to extend our sincere appreciation to Ms. Jessica and the Front Office team for their excellent service and hospitality. However, we would like to share one concern regarding the parking arrangement. Ms. Jessica had kindly requested the security team to prepare a reserved parking space for us. Unfortunately, upon arrival, we were informed by the security staff that no parking space was available. The following morning, I inquired again about the possibility of using the reserved parking area, as I noticed that several reserved parking spaces were unoccupied. One of the security personnel attempted to assist us in securing a spot. However, he was subsequently informed via walkie-talkie by his supervisor that we were not eligible to use the reserved parking space. We hope this feedback may help improve coordination and communication in the future.

nice place. but during stay the rooftop restaurant was renovation so i can not enjoy full my stay

Extraordinary

I extremely frustrated with the front officers who handle whatsapp as well as receptionists. I had bad experiences and probably the worst experience that I never had from any chain hotels, including Mercure in North Sumatra or Jogjakarta. PLEASE TRAIN THEM AGAIN!!! 1. I had payment issues because the reservation name was not same as the company name written on the credit card. Even though I booked the hotel more than a month ago, I only got the information a day before my check-in. on 7th Feb 2026, they informed me through whatsapp If I check-in late, it is mandatory pay one night down payment for 3 rooms that I booked. Although I paid as requested, my colleague who arrived first did not get the access card. How is it even possible?? I already made a call to the receptionist that I will be arrive in 10 minutes, but the receptionist at 6 pm did not allow my collague to enter the room because I did not arrive yet. When I texted the hotel through whatsapp, they requested me to pay all before the receptionist could give the access card to my colleague. ARE YOU INSANE??? 2. A night before check-out, I also requested the receptionist to prepare the invoice and prepare breakfast box for me and my colleague because we need to leave early at 6 AM. In the middle of the night, I also requested a wakeup call at 5.30 AM. HOWEVER, I did not get a call and the invoice was not ready. SO I NEED TO WAIT FOR THEM PRINTING. AND of course I forgot to grab my breakfast. ALL OF SUDDEN, the receptionist called me when I'm on my way to the airport. She said that I requested breakfast at 5.30 but in the system, I already check out at 5 AM. HOW IS IT EVEN POSSIBLE?? blaming the customer who has holding so much patient????