This was the ninth time we stayed at the Mercure Hotel - see my previous reviews of it. It is really heartbreaking to see how this hotel has gone down since our last visit 4 years ago, but I really hope that the hotel/group management sees this review and act upon it to make the Mercure the great place it once was.
As I mentioned, we are frequent guests of this hotel, as we visit Pattaya a lot and stay at the same place every time. this was the 9th time we booked at this hotel. Upon arrival, I expected to be welcomed back as a return guest (as this had happened in the past). But not this time. They were totally unaware that we had been there before. I suppose that the Accor group made some changes to their backend website, and that it doesn't flag return guests anymore? I must say, this was quite an anticlimax, as the previous time we arrived, a big fuss was made of us and we felt quite important.
Then we noticed that the cute shuttle which used to take guests down the road, past the temple, to just above the main road, had disappeared and was no longer an option. Pity, as this was quite a treat to guests.
The next surprise came when we realised that the dinner options, like the fabulous barbeque they used to have, were also a thing of the past. In fact, no dinners are served anymore.
On to our room. Upon entering, we immediately noticed that there were no chairs on our balcony - while the rooms on either side were fully kitted out. I raised this with reception, but had to do it a second time much later before anything was done about it.
In the shower, the vent covering the extractor fan, had fallen out from the wall and concrete pieces were all over the floor. This had to be attended to by some cleaning staff.
Then the electronic lock on our room broke and we could not get into the room. Some gentleman from maintenance had to come and replace the batteries before we could get into the room.
We were also used to the appointment you had with a travel advisor downstairs, who always helped with planning daily activities, ordering and booking transport, booking excursions etc. Sadly, this seems to be another thing of the past.
When going out to the pool area, we immediately noticed that there are now far too few loungers, and that most had towels draped over them as placeholders for absent guests. In fact, there was nowhere for the two of us to sit together, although there were not many people at the pool area at that time.
This soon changed, as a group of extremely loud Indian men took over the kiddies pool and ruined the day for all the other people there. They made such a noise that most of the other guests left soon after, and no children could make use of the pool reserved for their exclusive use. The hotel security guard only appeared briefly, but instead of chasing them out the kiddies pool, he shook his head, said nothing and disappeared never to be seen again. This seemed to be part of a package tour, and we soon realised who the new target audience was at this hotel. Pity, as us regular tourists want some peace and quiet on our holidays and will find some alternative accommodation.
When we tried to escape the mayhem and go for a swim, we were treated to some loose pieces of concrete on the bottom of the pool, right where the built-in loungers are situated inside the water. This made for a very unpleasant situation and we soon got out of the water.
The very convenient poolside bar has now also gone, and in its place there are 4 shaded areas where you can lie out the sun. ( Of course, there are no loungers in there and you have to find an empty lounger from somewhere and drag it in there if you want to use this little shaded area.) Anyway, inside it there is a little bell where you can summon some bar service. I used it and payed an exorbitant amount for 2 luke-warm local beers.
These beers were brought out from the hotel bar area. So that afternoon we decided to make use of their "happy hour" offer and get 2 cocktails for the price of one. Great deal, except that the cocktails were so watered down, that they should actually have been mocktails - yet we paid for the alcoholic versions.
The next morning we went down to breakfast and were greeted by a crowd of very noisy Indian travellers, who shouted at each other the whole time. Peaceful breakfast spoilt right there. Then I could not find the bacon or eggs anywhere amongst the food set out as the breakfast buffet. Maybe a sign advising that there are extra dishes outside on the balcony, such as bacon and eggs, would rather help? Just a thought...
The sad part is that all the above-mentioned issues could have been prevented by some hands-on management. But for the first time in the 9 times we have stayed at this venue, we never saw a manager anywhere. We had become used to managers who introduced themselves to us and mingled with the guests, but this also seemed to be a thing of the past.
Accor, you have a fantastic asset here. It could be great again! But seriously consider who your target audience is. You will lose the family trade and the return guests if a few urgent changes are not made to your business model.
It breaks my heart, but after 9 visits, my family and I will not be back. Good luck for the future, and here's hoping you can get back to your former high standards.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Response from Mercure Pattaya, General Manager at Mercure Pattaya Hotel
Responded 8 Mar 2020
Warm greetings from Mercure Hotel Pattaya. I am truly sorry for your less than positive experience at Mercure Pattaya and please accept my humble apologies for not living up to your expectations. The service you received from my Front Office staff is certainly not of the levels of personal attentive service I expect from my team and I have already instructed my Front Office Manager to introduce extra training and mentoring to ensure our exacting standards of guest satisfaction are met at all times. In regards to the noise from groups, I have instructed my Front Office Director to ensure a more efficient placement of rooms when Indian groups are in the house. Aside from that, we are considering extra security measures as well, such as extra guards on standby when these groups in house and the key card controlled floors to prevent easy access to all floors. I am truly sorry to hear that our F&B services failed to live up to your expectations. Please rest assured that your feedback regarding the services and quality along with other inconveniences has been conveyed to our Food and Beverage Manager and our Executive Chef, who are currently taking the necessary actions in order to improve the F&B experience. At Mercure Pattaya, we strive to provide a superior service experience to every guest and I am sorry as we did not achieve this during your stay. Your constructive comments are of immense value in providing a focus for improvement of Mercure Pattaya products and services. Thank you for giving us the opportunity of improving our services, your time invested in sharing your opinion is greatly appreciated. I remain hopeful we will hear from you again and have a chance of hosting you again in order to provide the true Mercure Pattaya service. Yours sincerely, Mr Khata Sinhaseni Cluster General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC