Grand Mercure Majlis Residences — Hotel in Abu Dhabi

From the very beginning, my experience at this property was disappointing:

Lack of response to upgrade request: Immediately after booking, I sent an email to inquire about a potential upgrade as a Platinum member. I never received a reply, which made it difficult to finalize my stay plans in advance.

Upgrade issues on arrival: Upon check-in, my request for an upgrade was initially denied. Later, I was presented with a few options, but they seemed more like formalities rather than genuine upgrades—one was on the first floor with no view, and the others were on the 11th and 12th floors, both smoking floors, which are unsuitable for a family stay. Ultimately, we kept our original booking on a higher floor, considering the possibility of canceling after a day or two if the room was uncomfortable. However, I was informed that canceling would forfeit the points used, leaving us with no flexibility.

Room comfort: While the room size was sufficient, the bed was too small for four people. Although a sofa bed was provided, we prefer to sleep together as a family, which made the arrangement inconvenient.

Breakfast quality: The biggest disappointment was the breakfast. It was one of the worst I’ve experienced in a 5-star hotel, with extremely limited options—only one or two dishes per cuisine, along with a few fruits and baked items. The variety and quality were far below expectations.

Inconsistent food service: When we requested additional items, they were provided, but inconsistently. Despite informing the manager, every day I had to remind the staff again, as they claimed there was no record of my request. This caused unnecessary delays since the items were only prepared after repeated reminders. On one occasion, the idly served was completely uncooked. Some items we requested were never provided at all, which raises serious questions about the service standard for a 5-star property.

Staff behavior: Another major concern was the attitude of staff at both the reception and the restaurant. Many seemed disinterested, irritated by questions, or unwilling to help. While a few staff members were polite, the majority left a poor impression.

Service delays: On multiple occasions, even basic requests like drinking water were handled poorly. In Abu Dhabi, for instance, it took three calls and over an hour for water to be delivered, with staff blaming each other instead of resolving the issue. This problem happened repeatedly.

Positives: To highlight the few good aspects—Mr. Wasif was consistently responsive to my queries, even if issues weren’t fully resolved. Requested items were eventually delivered after daily reminders. Additionally, the hotel’s location is excellent, with convenient access to popular attractions and restaurants. The location is the property’s only...

From the very beginning, my experience at this property was disappointing:

Lack of response to upgrade request: Immediately after booking, I sent an email to inquire about a potential upgrade as a Platinum member. I never received a reply, which made it difficult to finalize my stay plans in advance.

Upgrade issues on arrival: Upon check-in, my request for an upgrade was initially denied. Later, I was presented with a few options, but they seemed more like formalities rather than genuine upgrades—one was on the first floor with no view, and the others were on the 11th and 12th floors, both smoking floors, which are unsuitable for a family stay. Ultimately, we kept our original booking on a higher floor, considering the possibility of canceling after a day or two if the room was uncomfortable. However, I was informed that canceling would forfeit the points used, leaving us with no flexibility.

Room comfort: While the room size was sufficient, the bed was too small for four people. Although a sofa bed was provided, we prefer to sleep together as a family, which made the arrangement inconvenient.

Breakfast quality: The biggest disappointment was the breakfast. It was one of the worst I’ve experienced in a 5-star hotel, with extremely limited options—only one or two dishes per cuisine, along with a few fruits and baked items. The variety and quality were far below expectations.

Inconsistent food service: When we requested additional items, they were provided, but inconsistently. Despite informing the manager, every day I had to remind the staff again, as they claimed there was no record of my request. This caused unnecessary delays since the items were only prepared after repeated reminders. On one occasion, the idly served was completely uncooked. Some items we requested were never provided at all, which raises serious questions about the service standard for a 5-star property.

Staff behavior: Another major concern was the attitude of staff at both the reception and the restaurant. Many seemed disinterested, irritated by questions, or unwilling to help. While a few staff members were polite, the majority left a poor impression.

Service delays: On multiple occasions, even basic requests like drinking water were handled poorly. In Abu Dhabi, for instance, it took three calls and over an hour for water to be delivered, with staff blaming each other instead of resolving the issue. This problem happened repeatedly.

Positives: To highlight the few good aspects—Mr. Wasif was consistently responsive to my queries, even if issues weren’t fully resolved. Requested items were eventually delivered after daily reminders. Additionally, the hotel’s location is excellent, with convenient access to popular attractions and restaurants. The location is the property’s only...

Dear ACCOR hotel management ,

Hope all is well with you I have been staying at your hotel since the beginning of my children’s summer vacation in Grand Mercure Al Majlis . Unfortunately, our experience has been significantly disrupted due to the inappropriate behavior of one of your restaurant staff members, named Sounaya.

My children noticed that she kept staring at them and watching their every move while they were eating. My eldest son mentioned this to me, and I personally observed the same behavior. Initially, I chose not to confront her. However, the situation escalated when my daughter tried to take a cup of hot chocolate back to our room. Soumaya stopped her and began speaking to her in a loud and unacceptable manner.

When I confronted her, instead of handling the situation professionally, she raised her voice and told me, “Do whatever you want.” I am a paying guest at this hotel, and this level of disrespect and hostility is absolutely unacceptable.

I demand that the surveillance footage from the restaurant area be reviewed for the incident that occurred on July 12, 2026.

Additionally, today I asked her for a glass of orange juice, and she refused to serve or prepare it. She instead told another waitress to serve me, and I said to her, “But I asked you.” She did not respond, turned her back to me, and I said to her, get out of my face.”

ps. Today she shouted to my son when he was in the restaurant

I trust that this matter will be taken seriously, as such behavior is damaging to the hotel’s reputation and has caused significant distress to me and my family.

Kind regards

Chadi...