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My stay at this new Grand Mercure was mostly excellent, with a few significant service missteps that need addressing.
The Positives (and they are strong):
· Location & Facilities: The hotel's location is perfect, and the facilities are top-notch, modern, and well-maintained and free scheduled shuttle from and to the airport.
· The Room: I stayed in a villa that was spacious, impeccably clean, and very comfortable. The amenities provided were of good quality and met all our needs.
· The Breakfast: The breakfast was a highlight. The food selection was more than enough, the taste was excellent, and the restaurant staff were consistently polite and friendly.
The Negatives (which impacted the experience):
Unfortunately, two incidents marred the otherwise great impression.
1. Check-in Debacle at 3 AM: After a long flight, I arrived at my room around 3 AM to find no electricity. I’ve tried to contact reception via WeChat but were denied three times. Forced to walk back to the lobby, i informed two receptionists. One just looked surprised and walked away to the back office without a word. The other did help to move to a new room, but there was no apology whatsoever from either staff member for the inconvenience in the middle of the night. This was deeply frustrating and a poor start.
2. Unprofessional Behavior at Breakfast: One morning, two staff members in hotel office uniforms (not restaurant staff) entered the breakfast buffet area. They proceeded to pick up fruits, yogurts, and other foods, wrap them in paper napkins, and leave while laughing. This felt unprofessional and somewhat disrespectful to paying guests.
This is a beautiful hotel with fantastic facilities, a great location, and comfortable rooms. However, the service inconsistencies—from the unapologetic reception team to the unprofessional staff behavior in common areas—do not currently match the Grand Mercure standard. With proper staff training focused on guest empathy and professionalism, this hotel could easily be a 5-star experience. Until then, it’s a lovely place to stay, but manage your expectations regarding service.
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Grand Mercure Guangzhou Baiyun International Airport
