Mercure Singapore on Stevens

Title: Deeply disappointed — treated like a suspect for doing nothing wrong I stayed at Mercure Singapore on Stevens and had one of the most unpleasant experiences I’ve ever had in a hotel. Within 30 minutes of checking into our room, a staff member knocked on our door and told us we had violated hotel rules and needed to leave the hotel. We were extremely shocked — especially since we had done absolutely nothing wrong. When I asked, “Why do we need to leave?” — no one answered. They said there was CCTV footage but refused to explain anything. We were treated as if we were guilty from the start. Only after they checked the CCTV again did they come back and say it was a “wrong face” and we were “100% OK” — with a thumbs up, but not a single word of apology. Later, someone came to our room with a “complimentary” item, but again — no apology, no explanation, no responsibility. We are two women traveling together and we did absolutely nothing wrong. The way we were treated was humiliating, unprofessional, and completely unacceptable — especially for a hotel at this price and reputation. Being wrongly accused and left without a proper explanation or apology is not something I expected from a hotel like this. It ruined the start of our trip and made us feel deeply disrespected. I would not recommend this hotel to anyone who expects basic respect and accountability.

Love this hotel I’ll be back

I am writing to express my deep disappointment regarding the recent experience I had as an in-house guest at your hotel. During my stay, I contacted the telephone operator to request housekeeping services. One of the operators, who identified herself as Miss Shakira, abruptly ended the call—I distinctly heard a loud bang as the phone was put down. Despite several further attempts to reconnect, I was later told by the operator that she had no record of my call. This led to significant confusion. What concerns me most is that if Miss Shakira had indeed ended the call accidentally, she had both my room number and contact information and should have taken the initiative to return the call. Unfortunately, she did not. When I asked to speak with the Duty Manager to lodge a formal complaint, I was told that Shakira was considered a “good staff member” and would never treat an in-house guest that way. I find this response unacceptable. Whether or not the staff member has a good record is not the issue—the point is that as a paying guest, I was directly affected and deserved a proper follow-up. To make matters worse, when a follow-up email was sent, my name and surname were mispronounced, wrongly addressed, and inaccurately recorded. This added to my frustration and showed a lack of attention to detail and professionalism. I am extremely disappointed that this is the level of service and guest care being provided at an Accor hotel. I hope this matter will be taken seriously, and appropriate action will be taken to address the service gaps I encountered.

Overall are good just one thing, walking to mrt will around 300m