Grand Mercure Beijing Central

"Good stay"

22nd January 2013, Singapore, Singapore

The room are generally clean and simple. As for the location, its about 5 mins walk to the nearest subway stations. The hotel is served by 2 lines. Line 1 and 4. and 2 subway stations. It is located on the west side of Beijing.

Management responseDear Guests,Really thank you very much for taking the time to share the experience you had during your recent stay with us. We are much delighted to learn you had a pleasant stay with us and particularly value our hotel ideal location and the room. Yes; our hotel is in central of Beijing. Three subways (Line1, Line2 and Line4) can reach our hotel at about 5 minutes. And it is also very convenient to go to the shopping mall and the big supermarket nearby.Once again, thank you for sharing your comments with us, look forward to welcoming you back in the future. Yours sincerely,
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"Not Recommended"

26th December 2012

The facilites, service, and overall management were both poor. The room was not ready when checking in on 2pm, so the reception asked me to wait at lobby for 5 minutes. When I got key and was told the room is ready, actually the cleaning staff was still in the room and cleaning. The hotel is bit old, so the furnitures and carpet are not in good condition. Entered the cafeteria for breakfast on 9.30, many trays were empty without food and the waiters/waitresses gathering together chatting. No one at conceirge for helping to call a taxi.With the amount I paid I could find easily another hotel with much better service quality and experience.

Management responseIt is with sincere regret that we note your dissatisfaction with our service and facilities.Please rest assured that we have already passed your comments to Food & Beverage Manager and he is now concentrating on training the staff and also make sure all the food items are refilled for the entire buffet time. Refer to your check in upon arrival, we have strengthened the communication between the Housekeeping and the Front office so as to avoid the same issue happens again. Our concierge staff should always offer the assistance for all in house guests. The proper training for all concierge staff has been done. Thank you again for all your concerns and we truly hope you will give us another chance to show you our improvements. Yours sincerely,
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"No problems"

29th November 2012, Futureman_12, Beijing, China

high quality - all I asked for and required.Staff attentive and helpful - unannouced early check out at 6.00am handled with efficiency, taxi for airprort summoned and I was on my way happy and satisfied !

Management responseDear Guest,We very much appreciate your comments regarding your stay at the Grand Mercure Beijing Central. It is always a pleasure to receive positive feedback.Your kind feedback will be shared within whole team. I am sure it will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Yours sincerely,
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"Nice Hotel in Beijing"

16th November 2012, Marlos_Sousa, Araguaina

Indeed the Grand Mercure Beijing Central is a nice luxury hotel, located in the very heart of Beijing tourist attractions. It´s within a short walk to the world renowned Forbidden City, Tian'anmen Square, the National Theatre and Qianmen pedestrian street. Also the Xianmen shopping area is just a couple of blocks away. There are actually two subway stations close to the hotel (Xiamen on line 1 and Xuanwumen on line 2), which makes it easy to travel to/from the airport with a single (although paid) change to the Airport Express Train at line 2 Dongzhimen station. The rooms are pretty spacious and clean, they offer a selection of pillows to chose from, and the breakfast is very good, with both western and chinese dishes.

Management responseDear Guest,We very much appreciate your comments regarding your stay at the Grand Mercure Beijing Central. It is always a pleasure to receive positive feedback.Your kind feedback will be shared within whole team. I am sure it will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Yours sincerely,
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"Beijing Grand Mercure"

10th November 2012, Kathy1256, Sydney, Australia

We stayed at Grand Mecure in 2 other cities & this was definitely not up to standard. The rooms are in need of renovation & the beds were really hard. Our door was broken & we asked for it to be fixed. It was put back on its hinges but still hard to close. Overall an OK stay.

Management responseDear guest,Thank you very much for giving us the feedback on your stay with us at the Grand Mercure Beijing Central.At Grand Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. The room condition is indeed our top priority as for info, we have already implemented our 2nd phase room refurbishment plan commencing this year and also have further plan for special items upgrading. With Grand Mercure rebranding, we are focusing more on own feature and high quality service to provide most comfortable experience to all of our guests.In the near future, we hope to welcome you back to enjoy the Grand Mercure servcie and enjoy Beijing tour.Sincerely,
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"Great Location"

5th September 2012

grand mercure beijing central, has the great location ever... it is in the center of tian'anmen and forbidden city and other tourist attractions.... only 5 minutes to xidan station and 10 minutes to the shopping mall area, because of my tight schedule we didn't have the time to swim/jacuzzi...i would highly recommend this hotel to my friends and family regarding the location is so convenient...it would be great if there was free wifi in the bedrooms not only in the lobby...hope i have the opportunity to visit beijing and grand mercure again

Management responseDear guest,We would like to thank you for choosing to stay with Grand Mercure Beijing Central and for sharing your kind appreciation with us.Indeed delighted to learn that you had an pleasant stay with us. It is always encouraging to learn that our guests are satisfied with our service and will certainly motivate the hotel team to continue to strive for excellence.We are constantly striving to improve and ensure that we are offering products and services in tune with expectations. Thank you for your suggestion on WIFI set in room, as for info, currently there's wifi in executive floor, grand mercure floor and another 2 floors, we are taking measures accordingly to provide excellent experience to every guest.Thank you again for your kind feedback and look forward to welcoming you again on your next visit to our Hotel.
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"Great location and very nice hotel"

3rd August 2012, Auckland

Stay here for 7 nights but had booked it as a 5 night stay and then a further two nights when our plans changed. Reception knew all about it and confirmed complete stay when we checked in. Reception staff spoke very good English and then even had European staff throughout the week. The room was quiet up to scratch but nothing major. Bathroom black stains around the tiles and the floor tiles were broken and loose when walking on them. There was always a big puddle on the bathroom floor after taking a shower. The water would collect and then run along the wall and onto the floor. Main restaurant was very nice and had a french theme while we're there.the hotel was very handy to the metro and was easy to find when we first arrived in Beijing.

Management responseDear Guest,First and foremost, we would like to thank you for choosing Grand Mercure Beijing Central as your accommodation choice during your visit to Beijing, China.We are indeed delighted to learn that you have a pleasant stay and particularly value our restaurant and service provided by reception, which are most gratifying and will be shared with the whole team. Thank you for the suggestion on our bathroom condition, as for info, after the room renovation in July, we are doing the bathroom floor and facility maintenance, and expect great improvement then!Once again, appreciate for your experience sharing and look forward to welcoming you back in the near future and in the meantime, if we may be of any further assistance, please do not hesitate to contact us.Yours sincerely
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"Very Poor in customer service and rooms very dirty"

10th July 2012, Sydney, Australia

The rooms carpets are very dirty with stains showers not working properly, in the month of june air conditioner is shut down by midnight

Management responseDear wizardofoz_12,Thank you very much for giving us the feedback on your recent stay with us at the Grand Mercure Beijing CentralIndeed your comment on the room carpets is our top priority for our 2nd phase room refurbishment plan in 2012, till end of June, we already completed carpet changing in all rooms as for info. The stains showers issue has brought high attention to our Executive Housekeeper and Chief Engineering who immediately arranged to check all room showers with cleaning and well maintenance. As we are going well with room deep cleaning and major repairs projects commencing 2nd quarter of this year, please rest assured that we are taking prompt actions to provide best stay experience to all guests. By October 2012, with Grand Mercure brand upgrading, all of our guest rooms should be measured up to the highest level of comfort. At Grand Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Thank you for your kind support on the adjusting and maintenance to the air conditioner during a week in June, It has been playing efficient role in the sweltering summer from then. Once again, appreciate much for your professional and valuable feedback which enable us to focus on the product and service upgrade render to our guests. We wish to have the opportunity to welcome you back to stay with us on your next travel trip to Beijing. Sincerely yours,
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"A great hotel for location, price & service."

7th July 2012, Mermaid Waters, Australia

I was initially concerned about a review I had read regarding the lack of English-speaking staff. However, Accor have transferred staff from other properties who speak excellent English. The hotel is walking distance to many of the major tourist destinations and is also easy walking distance to a nearby subway station (which easily & cheaply gets you to all the other tourist attractions). The property has a great pool & gym and is walking distance to retail & food outlets. I stayed for nine nights and I would definitely stay at this hotel again if I was returning to Beijing. Highly recommended.

Management responseDear wrmcdonald,We very much appreciate your comments regarding your recent stay at the Grand Mercure Beijing Central. It is always a pleasure to receive positive feedback.I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Sincerely,
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"Very confortable hotel"

2nd July 2012

The location is great (just near two subway station with different lines); the room was very spacious; the buffet breakfast was excellent.

Management responseFirst and foremost, we would like to thank you for choosing Grand Mercure Beijing Central as your accommodation choice during your most recent visit to Beijing, China.we are indeed delighted to learn that you have a pleasant stay and particularly value our Room condition and breakfast offer, which are most gratifying and will be shared with the whole team. Look forward to welcoming you back in the near future and in the meantime, if we may be of any further assistance, please do not hesitate to contact us.Yours sincerely
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"A great location"

16th June 2012, IC170252, Jerusalem, Israel

The Grand Mercure is located between 2 subway station on 2 different lines. This location is great and gives you the possibility of travelling wherever you want in no time with a price that is ridiculous in the eyes of a foreigner - 2 RMB/ person........... It's close to the tourist bus - a shuttle from the airport that for 16RMB/person will bring to or from the airport. And not to mention that on a normal weather day you're at Tiananman Square in about 20 minutes.The service is good, at the front desk there are foreigners that help the westerns and the staff is making a huge effort to speak English. The rooms are very clean.But - there is no WiFi in the rooms, the carpets and the wallpaper have seen better days. We received a feedback to the survey that those negative remarks will be taken care off during the next year. So definetely we will return.

Management responseDear IC170252，Many thanks for your kind words and heartfelt encouragement, we are indeed delighted to learn that you have a pleasant stay and particularly value our hotel location, service and room cleaness, which are most gratifying and will be shared with the whole team. At Grand Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Appreciate very much on the suggestion of providing WIFI in rooms, which has been placed on the schedule that we are going to install WIFI in the room of executive floor this year and follow up with further action by step, and it’s also a great value add to hotel. In addition as for info, we have already scheduled to continue our 2nd phase room refurbishment plan commencing end of last year. By July of 2012, all our guest rooms should be measured up to the highest level of comfort. Once again, thank you very much for sharing your experience and look forward to welcoming you back to Grand Mercure Beijing Central in the near future.Sincerely,
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"An unfortunate mistake"

7th June 2012

As I was leaving the hotel, the receptionist followed me out, called to me, stopped me in the outside courtyard. She politely asked me about the dressing gown from the room - quite clearly she had received a message that I had taken the dressing gown and she thought it was now in my possession. I politely informed her that I had never touched the dressing gown during my stay, and, of course, it would still be hanging in the closet.She seemed satisfied with that, and allowed me to leave. But I was left with a very awkward feeling of being accused (however politely and in broken English) of something for which I was not responsible. More importantly, I was left wondering how she had received any such message about the dressing gown? Someone had clearly made a mistake on checking my room after I had left. These mistakes should not happen, and it has coloured my feelings towards what was otherwise a good experience.

Management responseDear guest,First and foremost, many thanks for taking the time to write to us regarding your recent stay at Grand Mercure Beijing Central. We apologize for convenience caused upon your departure regardless of delightful on overall stay experience.At Grand Mercure, we are always striving to improve and ensure that we are offering products and services in tune with our guests’ expectations. The dressing issue has been brought attention of our front office manager and executive housekeeper, who are taking immediate steps to re-instate the service procedures. Rest assured that we will emphasize on training of our front line staff, particularly to new team-members in order to perform and meet the discerning needs of our guests, the specific training schedule has been completed concerning on communication skill, job knowledge and initiative service supporting by Director of Quality and Service. In addition, we are taking serious note of your comments on improving the communication by English of our employees that our Training Manager is taking into account in introducing basic English language classes and job English assisted by English speaking service managers. As we strengthen our focus on training in these specific areas, monthly service communication meeting will also be conducted with all operation team members.Once again, we appreciate you sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.Yours sincerely,
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"Grand Beijing Mercure"

28th May 2012, Rascal189, Swindon, United Kingdom

Excellent position for seeing the sites Tiananmen sq, forbidden city and some of the parks can be walked to within 15-20 minutes. The Xidan subway is a short walk away and the subway service is good and a brilliant way of getting around to see Tenple of heaven, lama temple and the summer palace. also try the Drum tower and the Hutong that is close by is thriving and leads around a lake,We stayed on the "green floor" which had happy hour between 1730 and 1930 and worth it. The only negative was that we specifically asked for a no smoking room and which the Hotel told us it was however, it was clear people had been smoking in there.

Management responseDear Rascal189,We very much appreciate your feedback regarding your stay at the Grand Mercure Beijing Central. It is always a pleasure to receive positive feedback and delighted to learn that you enjoyed the Beijing visiting. At Grand Mercure, we are always striving to improve and ensure that we are offering products and services in tune with our guests’ expectations, concerning on the smoking smell in room, our Front Office Manager had made it more clear on room assign with guests’ preference, and the Executive Housekeeper has noticed to all room attendants to do room deep cleaning including ventilation. With Grand Mercure re-branding, we are expecting to provide excellent experience to every guest.Once again, thank you for sharing with us, look forward to welcoming you back soon to our hotel.Yours sincerely,
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"No Customer Focus"

9th May 2012, fsmeets, Veldhoven, The Netherlands

Hotel staff didn't pay any attention to hotel guests.Examples:- when elevator arrived, hotel staff with luggage trolly went inside elevator blocking hotel guests to use elevator although guests were waiting in front of elevator.- Breakfast started at 6.00 am. When arriving in restaurant at 6.45, many dishes were not ready. Coffee machine had no water, when asking staff they added water, but then milk was empty to make capucino . Why didn't they check and filles all needed supplies upfront?- When arriving at hotel doorman took luggage and put inside, but after checking in, nobody helped to bring luggage in room.- During entire stay, when passing by hotel staff, they ignored guests, no greetings or whatsoever. Same during breakfast, dirty plates where not collected, nobody checked if guests needed anything. We had to ask every time if they could take dirty plates.- got the impression that hotel is understaffed causing hotel staff to avoid guests because it can pile up work.- I will never book this hotel again.

Management responseDear Fsmeets,First and foremost, many thanks for taking the time to write to us and appreciate very much for bringing to our attention the issues and difficulties you have encountered during your recent stay in our hotel.It is with sincere regret that we noted your dissatisfaction with our services. Our Front Office Manager, F&B Director and the Hotel Management are taking immediate steps to re-instate the service procedures. Rest assured that we will emphasize on training of our front line staff, particularly to new team-members in order to perform and meet the discerning needs of our guests. As we know the service is really soul of the hotel development, the specific training schedule has been completed concerning on communication skill, job knowledge and initiative service supporting by Director of Quality and Service. In addition, our new F&B Operation Manager is taking actions on restaurant food and service improvement.Conscious that our explanations do not erase the unsatisfying experience you have been through, we are making great efforts for hotel products and service improvement with Grand Mercure new branding going through, GRAND WELCOME, WELL BEIJING, FOOD and CULTURE, sincerely hope for your kind understanding and looking forward for welcoming you again. Sincerely,
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"Oasis"

19th April 2012, JOHNERS12, Hong Kong, China

This hotel proved an oasis in what is a very interesting, but demanding city. After visiting the Forbidden city, Old Quarter or Great Wall of China coming back here in the evening to eat good quality food proves the ideal way to relax - after negoiating the traffic, lack of signs, and underground that really lets you get near to people. The only thing that stops the hotel being excellent is the cleaners don't seem able to keep the rooms clean - which is a pity. But it is made up for by the staff in every part of the hotel who are helpful, patient with questions and always greet you with a smile. While there take the chance to take a trip to Xi'an to see the Terracotta Army- but get a guide to fully appreciate the experience. The Mercure hotel in Xi'an is worth staying overnight for - have an adventure and travel back by overnight train to Beijing - enjoy!

Management responseDear Guest,Warmest greetings from Grand Mercure Beijing Central and thank you for choosing to stay with us during your most recent trip to the capital city of China.The cleaning status has been brought to the attention of our Executive Housekeeper and all room attendants have been reminded to be extremely careful when they are making up the rooms.On the other hand, we were very pleased to read that you appreciated the friendliness and assistance of our team-members. Your kind words have been passed on to our teams and this will certainly motivate them to keep up the good work.Thank you once again for your constructive comments, which enable us to stay focus on improving the quality of our services to better meet guests’ expectation.
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"Grand mercure- go0d location poor service"

15th April 2012, DougM377, Brisbane, Australia

This a a standard Mercure hotel. Rooms reasonably equipped though not cheap for Beijing. The major issue here is the poor service quality. From the moment we checked in we we treated to the utilitarian "passport" - "Hello & Welcome " seems to be beyond their vocabulary. There is no attempt to help beyond the functional and no enquiry whatsoever into the quality of your stagy. They also "misplaced" out rain tickets for 4 days and we only located them by going behind the counter and going through all the gust envelopes.Location is OK but no supermarket nearby and the food is far too expensive - breakfast 150 yuan for 1.

"not as good as expected"

3rd April 2012, g_moscardini, St Albans, United Kingdom

room was fine ,but i booked it to be close to the south railway station but when i checked out - the hotel could not phone for a taxi. the bell boy had to stand in the street to try and get a taxi. it was ages before he got one and i missed my train.the food offered at the buffet dinner was poor.nothing like the Mercure's in france

Management responseDear g_moscardini,Thank you very much for giving us the feedback on your stay with us at the Grand Mercure Beijing Central.Indeed we are terribly sorry to hear that you missed the train for its difficulty to get or phone a taxi as hotel locates in a prosperous commercial center. The matter brought great attention to our management that we will emphasize more about initiative and efficiency service or suggestions on taking subway near to the hotel in rush hour (only takes 8 minutes to the south railway station) to all of guests providing a comfortable staying experience with us! As for your feedback on our buffet food has been notified to the Food & Beverage Director; rest assured that we are taking prompt action accordingly, more focus on the food quality and presentation, promoting value added buffet with wide variety and well balanced Western & Asian style. Once again, we appreciate you sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.Sincerely,
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"Stay somewhere else"

29th March 2012, Shanghai, China

The hotel is in a great location but window did not close so noise all night from street traffic, towels were not clean, move the bin and floor was dirty, toilet paper was located more than 1 metre away from toilet so have to get up to get paper, we were upgraded to Deluxe room, no differnce with standard room. Shower towels were old, pillows were too soft, when i called for more water, i was given water in a glass instead of a bottle. Very little English was spoken so trying to make myself understood was not easy, internet is not free - a big ripoff although free in the lobby. Wanted a taxi and was told to get one in the street as i was not prepared to accept the 'black' kickback taxi in front of the hotel. All in all unpleasant experience whether for business or pleasure. Only saving grace is its location not far from main attractions but lots of hotels fit this bill. Don't waste you money on this hotel.

Management responseFirst and foremost, many thanks for taking the time to write to us and appreciate very much for bringing to our attention the issues and difficulties you have encountered during your recent stay in our hotel.At Grand Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. The room cleanness and linen status have been brought to the attention of our Executive Housekeeper and all room attendants have been reminded to be extremely careful when they are making up the rooms. Meanwhile, engineering team immediately changed the window handle for better sound-proof. Please rest assured that we are taking appropriate measures to address the issues and prevent future occurrence. As for the feedback of English level, we are pushing staff to learn more skills up to Chinese tourism request and meeting guest’s needs coordinated by our Human Resource Department. Just a little confused with the “black” kickback taxi as you mentioned, however our concierge staff is glad to help every guest for any Transportation or travel information requirements. The internet is managed by third-party company and appropriate charge occured for cost covering as for info. We know that the said experience certainly does not in any way represent the quality of standards we strive for, we appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.Sincerely,
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"Extra charges"

18th March 2012, Shanghai, China

In general the service and facility are good, but the charge for internet connection is not satisfactory. Currently majority of the hotels in China offered free internet connection, the charge of RMB80 per day is too much! Perhaps the management should consider something similar to Marriott group, i.e. free of charge for members.

"grand mercure Beijng Central"

29th February 2012, Milano, Italia

the hotel is ideally located, the rooms are clean but not all are soundproof and in some the traffic noise distrub the sleep.the restrooms in the common areas are old and not adeguate to the hotel standard.the staf at the reception and concierge is largely insuffcient, almost all time there's a queue , the personell in the bar restaurant reception and concierge is not always speaking english.it's necesary to be patient and take it easy.

Management responseWarmest greetings from Grand Mercure Beijing Central and we would like to express our most sincere thanks for your kind feedback during your recent stay with us. Your comment on the room condition is indeed our top priority as for info, we have already scheduled to continue our 2nd phase room refurbishment plan commencing mid this year. By October 2012, all our guest rooms should be measured up to the highest level of comfort. At Grand Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. The reception efficiency and staff English issue have been brought up the attention of our front office manager, Raoul and his team are going to speed up the training process for the check in and check out procedure, particularly for the new comers. Meanwhile, organized by our Human Resource department, all front-line team-members are encouraged to improve their English speaking skills by taking up language classes and lessons within and outside the hotel. Department heads are readily available to assist whenever in need. Please rest assured that we are taking appropriate measures to address the issues to have further improvement. Once again, thank you for sharing your experience and we wish to have the opportunity to welcome you back to stay with us on your next travel trip to Beijing.Sincerely .
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