Mercure Samarinda 4 stars

This mercure is a bit different than any mercure / accor hotels that i ever stayed. The management seems doesnt care or dont know how to welcome platinum members as well as fhe staffs. They just dont care who you are and how to treat a platinum members

This was my second stay, and I was pleased with their hospitality. The room was clean and comfortable, and breakfast was wonderful with many choices, especially the fresh juices, which were excellent. I wanted to mention one outstanding staff member who was in charge of breakfast (restaurant) on the 5th floor. On the first day, he asked me if I wanted a drink and ordered a cup of coffee, even though they had a coffee machine, which was served to me. From then, he remembered my favourite and asked me directly. He always smiled and was dedicated to all guests. He looked like the most senior staff member there, but his hospitality was impressive. I forgot to ask his name, but I will inquire on my next trip. One negative issue was a young staff member named DeDe. On the first day, he suddenly approached me and asked for a review via a QR code in his pocket. I did not experience his service, and in fact, it was nothing remarkable. However, he encouraged me to write positive comments as he wished, including his name, and I did so and posted them on TripAdvisor. Probably, he wanted to show off the positive feedback. It was posted, but the issue that occurred just before these comments was later removed because my comments were incorrect. I suggest that the hotel management advise their staff not to pressure guests into leaving reviews. Otherwise, even if they ask, staff should not monitor our reviews. Overall, the service was excellent, and I enjoyed my stay greatly.

first, i've changed the date because of the wrong arrival date. but then i couldnt use the points for my stay, so the recepcionist made a new reservation with a full payment. and then the day after. i couldnt use the breakfast voucher directly at the restaurant because the system changed. i have to go downstairs to the recepcionist, to request a hotel redemption code first. qnd i had to wait more than half an hour, an yet still the recepcionist didnt give the redemption code after a long email conversation between the hotel and accor representative. after a long debate (and the breakfast time almost ended (around 10:15am), finally the employee tell me that i can go to the restaurant first and enjoy the breakfast meanwhile they will arrange the breakfast voucher / the redemption code so i can go to the resto. it's pretty bad for the new system. it should be done in minutes directly at the resto like they used to be.

Stayed in deluxe room for my wedding and everything was perfect from the check in to check out. All the staff were so kind and accommodating!

Staff is great and very attentive. However, the property is starting to look old, lacking detailed maintenance.