Grand Mercure Jakarta Kemayoran

Of all my experiences staying in 5-star hotels, both domestically and abroad, this is the only hotel that has provided me with poor service and experiences. Here's why: 1. The parking situation is incredibly inconvenient and unreasonable. Despite numerous vacant parking spaces in the hotel lobby and basement, I was directed to a distant parking area. The hotel staff didn't explain why this was the case and didn't apologize for the inconvenience I experienced as a guest. 2. The service and staff were far from friendly. No one in the lobby greeted me with a smile or a warm welcome. Don't expect the heavy, massive lobby entrance doors to be opened for you by the hotel staff. 3. The restaurant staff were unfriendly, and the service was poor. After a guest finished their meal, new utensils should be promptly provided so the next guest can eat without having to search for utensils themselves. When I asked for a spoon and fork, they merely pointed without offering to assist. 4. The cleaning service in the restaurant where I had breakfast was impolite and lacked basic manners. One morning, while I was dining alone at my table, a cleaner staff started chatting with his coworker while leaning his broom and cleaning tools on my table. Can you imagine? They need to be trained in basic manners and etiquette for all employees. 5. There was a faded red stain on my bedsheet in my room. I didn't notice it when I checked in as it was covered by the duvet. However, in the morning, when I was making the bed, I noticed the stain. I'm left wondering if the bed linens are always changed for new guests. 6. The bathroom had an unpleasant odor. In my experience with other 5-star hotels, they have a distinctive and pleasant fragrance throughout the lobby and rooms. The bathroom in this hotel had an unpleasant smell, making me uncomfortable and reluctant to stay. 7. The rain shower was broken, and there was only a hand shower hanging in an inconvenient position. I had to hold it throughout my shower, which was highly impractical and frustrating. 8. I've noticed many negative reviews from other unsatisfied guests. I strongly urge the hotel management to read and seriously consider these reviews for improvement. 9. I will not recommend anyone to stay at this hotel, whether for business or family vacations. Thank you for your attention. This is my first and last stay at this hotel.

I booked a non smoking room. When I check in the receptionist asked if I want smoking room, I said no. Then when I walked into room, lo and behold I got a smoking room. Called reception and they said no more room available and will change me tomorrow. I have a severe sinus case and couldn't sleep in a smoke infested room. Now I've left my bags in the counter and see if they'll change me to a non smoking room when I'm back from work later. Update: came back to hotel at 8pm and they changed my room to non smoking. They even gave a complimentary fruit plate which is a nice gesture. This time the room is so much different, same room but amenities are stocked and even the towel is fluffier.