Mercure Muscat 4 stars

Dear Valued Guest, Thank you for your wonderful feedback. We are delighted to know you appreciated our flexible and helpful team, clean facilities, and good value for money. Your kind words are truly appreciated and motivate us to continue delivering excellent hospitality. We look forward to welcoming you back to Mercure Muscat. Kind regards, Mercure Muscat

Dear Valued Guest, Thank you for your kind feedback. We are delighted to know you appreciated our convenient location, cleanliness, and well-maintained facilities, and that you found Mercure Muscat family-friendly. Your appreciation means a great deal to our team, and we look forward to welcoming you and your family back for another enjoyable stay. Kind regards, Mercure Muscat

Dear Valued Guest, Thank you for sharing your feedback and for your continued loyalty to Mercure Muscat and the ALL – Accor Live Limitless program. We sincerely regret that your room preference caused disappointment during your recent stay. We would like to clarify that our highest guest floor is the 7th floor, where we have a very limited number of King rooms, while the 6th floor is our designated smoking floor. On the day of your arrival, a 7th-floor King room was available; however, it had a connecting door, which is why it was not initially allocated. Once you confirmed that the connecting room was acceptable, we were pleased to allocate it to you. Please be assured that we have now noted your strong preference for a higher-floor room. Subject to availability at the time of arrival, our team will make every effort to accommodate your preference. We truly value your continued support and hope to provide you with a more seamless and personalized experience on your next visit. Kind regards, Mercure Muscat

Dear Valued Guest, Thank you for your kind feedback. We are delighted to know you enjoyed our convenient location, comfortable room, and good service. Your appreciation is truly valued, and we look forward to welcoming you back for another pleasant stay. Kind regards, Mercure Muscat

Dear Team, Warm greetings from Mercure Muscat. Kindly assist us in reviewing and marking the below guest feedback as inappropriate, as we believe the rating does not accurately reflect the guest’s actual experience or the circumstances during his stay. The guest stayed with us for almost two weeks. From the time of check-in, there were several challenges regarding payment. Upon arrival, the guest was requested to pay total stay amount as per standard check-in process; however, he declined and insisted on paying on a daily basis. Considering his Diamond status and with management approval, we accommodated his request. During the stay, the guest left the hotel on several occasions without settling the outstanding balance or informing the hotel. On multiple occasions, the room was due for departure while the guest was outside the hotel, with significant belongings remaining inside and the room placed on Do Not Disturb. Despite several attempts by the team to contact him through email and WhatsApp, we received no response. As a result, the hotel had no practical option but to extend the room while carrying a significant financial risk. On one occasion, the guest returned after being away for three days and again declined to settle the outstanding amount, insisting that payment would only be made upon departure. Despite these repeated challenges and the considerable inconvenience caused to the team, our staff continued to treat the guest professionally and respectfully and repeatedly approached him politely regarding extension information and pending amount on departure date. Furthermore, the guest received all applicable Diamond member benefits during his stay, including amenities, free breakfast and a late check-out until 17:00 upon his request. Considering the above circumstances, we believe that the final rating of 10/100 is disproportionate and does not fairly represent the service provided by Mercure Muscat. The hotel team made every reasonable effort to accommodate the guest’s requests while maintaining professional standards throughout his stay. We kindly request your team to review this case and consider marking the feedback as inappropriate, particularly if it is found to be misleading or inconsistent with the actual circumstances of the stay. We have supporting evidence and documentation available should you require any further information or verification. Please feel free to contact me directly at ch… Thank you for your understanding and support. Best regards, Soumen Chatterjee Front Desk Manager Mercure Muscat