(1) Customer service
We stayed at Mercure total of 8 nights, 6 nights with breakfast and 2 without. The front desk confirmed if we can’t take breakfast on one of the day, we can take it on a later day. We were happy and appreciated their flexibility and also confirmed this with 2 different staffs separately, so we decided to skip hotel breakfast on the 5th day and have on a later day. However, the other staffs ended up telling us we can’t have breakfast that we already gave up. We explained what the other staffs told us earlier but they kept telling us “that’s what my manager said”, “there’s nothing I can do”, “who told you that”, “you can ask my boss”, etc. It is fine if we lost our rights of that breakfast (it’s just a breakfast and not a lot of money anyways), but the unfriendly attitude and lack of empathy of the staffs has gotten us very disappointed and unhappy about the hotel staffs service.
Are they saying that we shouldn’t trust what the front desk says and we should ask their manager if we want to confirm something??
(2) Hygiene
On one of the day during our stay, we found that they didn’t change our used towels after cleaning the room. We went to the front desk and told them that the towels weren’t changed and requested for solutions. They put new towels on our desk in the room, but still didn’t remove the used towels..... We couldn’t understand.