We stayed at both Mercure and Novotel during our trip, expecting the standards associated with the Accor brand. Unfortunately, both experiences were disappointing.
Before arrival, we requested a quiet room as we had been traveling extensively and needed proper rest. Instead, we received a room with a malfunctioning shower, dirty soap dispensers, stained bed sheets, and visible stains on the carpet, sofa, curtains, and bed headboard. The room did not feel clean or properly maintained, which is unacceptable for a hotel in this category.
Breakfast was disappointing. Service was slow, even for simple requests. We waited a long time for eggs, and when an over-easy egg was requested, it arrived fully cooked. The quality of the breakfast and the level of service were both below expectations.
Most frustrating was the response when we reported the shower problem. Rather than showing concern or resolving the issue professionally, staff appeared dismissive and uninterested. We never felt that our feedback was taken seriously.
Sadly, this reflects our previous experience at Mercure Batavia Jakarta, where we encountered bedbugs. At this Novotel, the issues were poor maintenance, cleanliness, and service. After two disappointing stays at Accor properties, we seriously question the quality control and management standards within the group.
Based on our experience, we cannot recommend this hotel. Accor should focus more on cleanliness, maintenance, and guest service