First, I would like to express our sincere appreciation for the efforts made by your team to ensure a comfortable and memorable stay. Our airport pickup was smooth and well-coordinated, and the check-in process was seamless. The reception staff were welcoming, courteous and professional. The room was comfortable, housekeeping was satisfactory, and the hotel’s location was excellent.
We were particularly grateful for the room upgrade and the thoughtful welcome message written on the mirror. These gestures genuinely meant a lot to us and made us feel special. We appreciate the effort behind them and would like to acknowledge the team members who contributed positively to our experience.
However, despite these highlights, certain aspects of our stay were disappointing, including one incident that significantly affected our overall impression of the hotel.
1. Difficulty Contacting Reception and Room Service
Throughout our stay, contacting reception or room service by telephone was often a hassle, as calls went unanswered. This made even simple requests inconvenient and left us unsure of how to obtain assistance.
For a hotel operating under an internationally recognised brand like Mercure, guests should be able to expect prompt responses and reliable communication. I would encourage you to review the responsiveness of these services and ensure that guests can easily reach the appropriate team whenever assistance is needed.
2. Disappointing Breakfast Experience
We stayed at your property for six nights, and unfortunately, breakfast was one of the least enjoyable aspects of our stay. The spread lacked the variety and appeal we would have expected, particularly for guests staying for an extended period. We found ourselves not looking forward to breakfast during our visit.
I strongly recommend reviewing the breakfast selection, quality, variety and overall dining experience. Breakfast is an important part of a hotel stay, and a better spread would significantly improve the experience for guests, especially those staying for several nights.
3. Unprofessional Behaviour at the Pool Area – Our Biggest Disappointment
This was by far the most disappointing incident of our stay and the primary reason our overall experience was affected so significantly.
While using the swimming pool, we needed towels, as none were available in the gym area. I approached a staff member working at the restaurant/bar near the pool and politely requested towels.
Instead of helping us or directing us to the appropriate person, he responded rudely, telling me to get the towels myself or ask someone else, stating that getting towels was not his job because he worked in the restaurant.
I found this response unacceptable and completely inconsistent with the standards of hospitality one would expect from a hotel like Mercure. I understand that different departments have different responsibilities, but guests should never be made to feel that their requests are an inconvenience or that nobody is willing to help them.
The situation became even more disappointing when the restaurant manager arrived. I explained the incident to him, expecting him to acknowledge the concern and help resolve it. Unfortunately, he simply ignored the matter and made no effort to assist us.
Ultimately, we had to return to our room while still wet from the pool because we could not obtain towels. What should have been a relaxing and enjoyable pool experience turned into a deeply unpleasant one.
The issue was not merely the unavailability of towels; it was the staff member’s rude attitude and the manager’s complete lack of response. Even if providing towels was outside that employee’s direct responsibility, a polite explanation, a call to the relevant department or simply directing us to someone who could help would have been sufficient.
What was particularly concerning was the lack of ownership demonstrated by both the staff member and the manager. In hospitality, guests should not have to navigate internal departmental responsibilities themselves. The responsibility to assist, guide and treat guests respectfully should be shared across the entire team.
The manager’s indifference was especially disappointing because we expected a manager to resolve the situation and set an example of professional guest service. Instead, we were left feeling ignored and unsupported.
This incident significantly changed our perception of the property and genuinely made us question whether we would choose to stay here again. It is unfortunate that one interaction could overshadow so many positive aspects of our stay, but the way a hotel responds when a guest needs assistance matters enormously.
4. Inconsistency in Service Across Departments
I would like to highlight the contrast between the excellent service we received from the reception team and the disappointing experience with the restaurant and poolside staff.
The reception team was courteous and professional, and we genuinely appreciated their efforts. The airport pickup, smooth check-in, room upgrade and thoughtful welcome gesture also reflected positively on the hotel.
However, the lack of responsiveness over the telephone, disappointing breakfast and unprofessional behaviour at the pool made the overall experience inconsistent.
A hotel’s hospitality should not depend on which department a guest approaches. The same standards of courtesy, accountability and willingness to help should be maintained throughout the property, whether at reception, in the restaurant, around the pool or through room service.
These are not unreasonable expectations; they are fundamental elements of a comfortable hotel stay.
Our Overall Impression and Expectations
I want to emphasise that we did appreciate many aspects of our stay. The location was very convenient, the initial arrangements were smooth, the room was comfortable, and the upgrade and mirror message were thoughtful gestures that made us feel valued. I sincerely appreciate the efforts of the team members who helped create these positive memories.
At the same time, I believe honest feedback is important because it gives management an opportunity to identify shortcomings and improve the guest experience.
I would request that you look into the poolside incident, including the conduct of the staff member involved and the restaurant manager’s response. I would also appreciate a review of telephone service responsiveness and the quality and variety of the breakfast spread.
The poolside incident deserves particular attention, as it raises concerns not simply about an isolated service failure but also about the attitude towards guests and the willingness of staff to take responsibility when assistance is needed.
We chose your property with the expectation of a comfortable and welcoming experience. While several members of your team met those expectations, the incident at the pool fell well short of them.
We would like to remember Mercure Phuket Patong Journeyhub for the positive gestures and comfortable moments we experienced. However, the service shortcomings, particularly the poolside incident, have left us disappointed and uncertain about returning.
Thank you once again for the thoughtful room upgrade, the welcome message and the efforts of the team members who made our stay pleasant. I hope this feedback will be considered in the constructive spirit in which it is intended, and that future guests will receive a consistently high standard of hospitality across every department.
