Mercure Garut City Center — Hotel in Garut

Never left bad review for any hotel before. But I felt compelled to express my disappointment this time. I've been an accorplus member for almost 2 years and this was my most disappointing experience ever. It started with many failed booking attempt on the app, I tried to book a promo room with no success. For several days, I tried to book the room with many different cards because I thought the problem was with the payment. Only on d-5 of my booking date did I realize that maybe the problem wasnt with the cards. So I tried booking other room (nonpromo price) and it finally went through. I felt duped, wasted time and energy to book a promo room that couldn't actually be booked. And by the time the booking finally went through, the higher-category rooms were already fully booked. So I couldn't get an automatic room upgrade from my membership. When I complained about the experience I mentioned to the hotel staff (via whatsapp), they apologized BUT without offering any compensation whatsoever. I tried to let it go. So when I got to the hotel and tried to check in, I didn't mention it again to the reception. But oddly, they were saying that I got a room upgrade from the one I booked. So I thought, maybe someone canceled their reservation. After waiting (a bit too long) on the reception, to my surprise, when I got into the room, the room was EXACTLY what I paid for on the app. No upgrade. Felt duped, TWICE. But again, I tried to let it go. I just hoped that there would be no more bad experience. Sadly, on my 2nd day, my husband was stopped before entering the restaurant for breakfast, because my 7yo son was supposed to be charged for breakfast. It was disappointing because I know that the age limit for breakfast is pretty flexible since my son has been granted free breakfast all the time in all other accor hotels. So, instead of getting any compensation, I was charged for something that would normally be free in...

I arrived at the hotel around 8:00 PM. The check-in went smoothly, and I received a 2-level upgrade to a Deluxe Suite. The room was perfect with a great view. I stayed for two nights and decided to extend my stay after being offered the weekend BBQ.||Then boom, things went downhill during the BBQ.|I came to the restaurant and paid, but just as I was about to sit down, the staff told me the seat I chose was already booked by a group. Here's the problem: no one informed me about the group reservation before I paid. If I had known, I wouldn’t have joined, because I know how chaotic it can get with a big group and that’s exactly what happened.||There were too many people from the group, and I had no opportunity to enjoy the BBQ. There was only one grill station, and the queue was extremely long. So what did I actually get from the BBQ? Just some fried rice and a few cakes. That’s it!|I felt misled by the staff, they didn’t tell me about the group until after I paid. In fact, aside from the group, I was the only individual guest who joined the BBQ.||Another issue, the BBQ banner was very tempting and made it look like a premium experience. In reality, there were only a few slices of beef and chicken, and some skewers.||Now about breakfast:|The variety was good, but most of the food was cold and tasteless. Luckily, they had instant noodles, so for three days in a row, that became my go-to meal. Such a pity.||That said, this hotel is still one of my top choices for a staycation in Garut. It’s a great getaway spot.|But please, be more professional when organizing events like the BBQ, and work on improving the breakfast...

Overall, the hotel’s architecture was good, but the facilities were lacking.

Some things definitely need improvement, the Wi-Fi, the taste of the breakfast food, and the flooding on the second floor. My child actually slipped due to the water. Usually, there’s a blower placed there to dry the area, but for some reason, it was moved elsewhere that day. It seemed like someone had a “brilliant idea” to relocate it without considering the safety risks. This was extremely dangerous.

The most disappointing part was the fire alarm incident. All hotel guests had to evacuate via the emergency stairs to the lobby. It turned out the alarm was triggered because a guest was smoking in their room. This situation was made by the negligence of the hotel staff, who failed to respond when the alarm initially went off in that particular room. Because there was no response for a prolonged time, the system eventually triggered a full alarm for all floors and rooms (at least, that’s the explanation we were given).

Please take this as constructive feedback and use it for evaluation and improvement. I sincerely hope that this review encourages the team to address these shortcomings and consider offering some form of compensation — we didn’t receive anything at the time, while other guests apparently did.

That’s all for now.

Warm...