Grand Mercure Malang Mirama — Hotel in Malang

My recent stay at the Grand Mercure Hotel in Malang left me thoroughly disappointed. As a professional travel blogger, I had high hopes for this reputed five-star establishment, but unfortunately, my experience fell short of expectations.

Upon arrival, I immediately requested an early check-in, emphasizing the importance of my appointment with a client in Malang City. I had even written additional notes in my booking, hoping for a proactive response from the hotel. However, despite my efforts, I was informed that the hotel was fully booked and unable to accommodate my request. This not only disrupted my schedule but also highlighted a lack of consideration and communication on their part.

To add to my disappointment, my requests for a room with a good view and reliable internet were completely disregarded. Instead, I was assigned a room with a dreary view of the neighboring building's roof. It was disheartening to see my preference for a pleasant view go unnoticed. Moreover, the internet connection in my room was unstable, making it impossible to work effectively. I had to resort to sitting in the lobby just to access a stable internet connection, causing unnecessary inconvenience and frustration.

The Grand Mercure Hotel's failure to fulfill my basic requests and preferences was disconcerting. As a travel blogger, I rely on exceptional service and attention to detail to provide accurate and honest reviews to my audience. Unfortunately, the hotel staff's disregard for my needs and the lackluster overall attitude reflected poorly on their commitment to customer satisfaction.

Overall, my stay at the Grand Mercure Hotel in Malang was marked by disappointments. The inability to fulfill an early check-in request, the assignment of a room with an undesirable view, and the unstable internet connection all contributed to a subpar experience. As a result, I cannot recommend this hotel to fellow travelers who value punctuality, attention to detail, and reliable amenities.

I sincerely hope that the management of the Grand Mercure Hotel takes this feedback seriously and works towards improving their services. With the necessary improvements, they have the potential to provide a more satisfactory experience for...

Overwhelmed restaurant staff?

It was a long weekend, the hotel was very busy. Nonetheless, the check-in process was smooth and fast. Elevator was quick despite the high occupancy. Room was beautiful although amenities were a bit lacking for a 5 star hotel and the rate they charge ( no cutton buds, only 1 pair of slippers -- had to ask for a 2nd one).The toilet jet was an issue, water pressure was too soft.

Service during breakfast was way worse than the 4 star hotel we stayed in a day before. It was a bit of a culture shock to say the least. My husband and I were offered a table with ONE CHAIR. There was no effort to find me a chair until I pointed out that I too needed to sit.

The staff never picked up our dirty plates unless asked to. Piles of dirty plates were left unattended despite the tiny table we sat at and multiple staff kept on walking around us completely oblivious of the plates. The creme de la creme was when another guest spilled some "bakso soup" on the floor. None of the staff noticed it until a male staff stepped on it and almost slipped, but still he did nothing. There were so many elderly in the restaurant..I wonder what could have happened if one of them slipped due to the spill.

We notified the trainee student at the "bakso stall". He thanked us politely, grabbed some tissue, cleaned the mess, quickly went to wash his hands, and returned to his station. All was done in less than 5 minutes. Respect to this trainee. Maybe the rest of the staff should learn from this friendly boy about what it means to give a 5 star service.

When I went to the toilet in the restaurant, I saw 2 female staff in their black uniform, squating on the floor and doing their hair in guest lavatory. I honestly do not understand this situation...is this supposed to be normal in Grand Mercure Malang-- staff getting ready in guest facility?

The pool was beautiful, yet needs maintanance. Some pool tiles started to fall off. The sharp edges actually hurt my daughter. Another safety concerning issue...

Staying at Grand Mercure Malang felt like finding a place that truly understands what guests need. The moment you walk into the lobby, there’s this warm atmosphere and a classy, modern design that instantly makes a great first impression. Everything seems thoughtfully arranged—from the scent in the air and the lighting, to the friendly yet professional welcome from the staff. The room was spacious, spotless, and tastefully designed, making it easy to relax. The bed was super comfortable, the pillows just right, and there was a big window with a lovely view of Malang—especially beautiful at night. You can tell they pay attention to details, from the quality of the amenities and room lighting, to how peaceful it is at night. One of the highlights has to be the facilities. The pool is large and clean, with a calm lounging area that’s never too crowded. The gym is well-equipped—perfect if you want to stay active while traveling. The spa and wellness area is another standout: quiet, cozy, and the service feels genuinely professional. When it comes to food, Grand Mercure doesn’t disappoint. The restaurant offers a wide variety of dishes, both local and international, all prepared with great care. Their breakfast is something to look forward to—lots of choices, fresh ingredients, and high-quality presentation that matches five-star standards. The location is also a big plus—close enough to the city center and with easy access to many of Malang’s main attractions. But what really makes this hotel special isn’t just the facilities or the location—it’s the way everything comes together to create a stay that’s calm, comfortable, and truly enjoyable. All in all, Grand Mercure Malang isn’t just a place to sleep—it’s a place to unwind. Whether you’re here for business, a family trip, or just a short escape from the daily routine, it’s definitely one of the best...