Mercure Singapore on Stevens

Excellent facilities, comfortable and clean and with polite and friendly staff.

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.

Room is ok. Need a bit of maintenance, otherwise ok. Location is a bit far from mrt

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

Average