Grand Mercure Beijing Central

"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

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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"Review from an Aucklander"

3rd September 2011, Sharon B, Auckland, New Zealand

Very good hotel within walking distance and easy taxi ride to most sights and shopping and close to underground. Staff all extremely pleasant to deal with although some did not speak any English and this proved difficult at times. The bed was hard and we were offered an alternative pillow but not topper pad for mattress. Also the bed was so close to the wall on one side I could not get in and out without climbing over the end. Generally speaking though it was a very enjoyable place to stay.

Management responseWe could not thank you enough for your comments and constructive feedback which enables us to improve our products and services to measure up to all guests' expectation. Staff English level、the bed prblem have been brought to the attention to our management to follow up. Kindly rest assured that we have taken serious note of your comments and appropriate training to all attendants will be conducted to avoid the recurrence. Besides, you will enjoy special rate and promotion through Accorhotels.com.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.
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"Great Location - Friendly Team"

20th July 2011, lisacooper, phuket

Was so happy to finally arrive to the Hotel after 2 delayed flights. The Hotel Staff were so efficient for check-in (ended up being at 3am in the morning instead of midnight). I have stayed many times in this Hotel and have always found the Staff fantastic & very helpful. Great Chinese Restaurant and breakfast buffet is amazing! The location is absolutely perfect for seeing everything you should see in Beijing and ideally located to all the major business houses if travelling for business. Will always return to this hotel whilst in Beijing!

Management responseThank you very much for giving us the feedback on your stay with us at the Grand Mercure Beijing central，which encourage us to improve our products and services to measure up to all guests' expectation. At Grand Mercure, we strive to provide a superior service experience for every customer.Besides, staying 1June to 31August 2011 you will enjoy 10% off with 2 breakfasts. 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 futur.
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"Location is great....but not located adjacent to Forbidden City.. ...."

21st April 2011

We enjoyed our stay, however I don't recommend their 'spa' if that is what you could call it. My hubby and I both had a massage and firstly the staff couldn't possibly have been trained, no soft music, no candles, actually no atmosphere at all and quite expensive. We found a great place called Dragonfly (seems to be a franchise) and had the most fantastic massage there for much cheaper. Reception and concierge staff were very courteous as well as the bar and restaurant staff. Big hint when visiting China is to ask staff to write down in chinese where you want to go, so you can give to taxi driver and take a hotel business card with you, so you can get back again.

"Great Location, so-so service"

4th March 2011, Michaelchs, Hong Kong

Check-in takes too much time by the standard of mercure I had stayed at. The hotel probably needed refurbishment as the equipment was quite old (but clean definitely). I only stayed one night so I cannot give a detailed review on its service. The housekeeping staff was good though. The lady found I had left the mobile on the bed and she informed the counter staff. Overall it is a great place to stay if you move around the west side of Beijing. It was located near Xidan & Xuanwumen subway but the service was a little below the mercure standard.

"Beijing feb 2011"

21st February 2011, Beveren

The location is very good, close to subway station, forbidden city and xidan shopping area.Rooms are quiet at night. You can choose from a selection of different pillows.The people working at the reception are very helpful. Breakfast is a good but overpriced--> 150 RMB/day

Management responseDear Guest,Thank you very much for your comments. Your comments meant a great deal to us. Our hotel Location definite has been advantage when traveling in Beijing.Just some updated information for you until the end of May 2011 hotel are offering continuously stay two nights or above get two breakfasts free for the next morning. Thanks again for your recommendation, and we are looking forward to see you again at Grand Mercure Xidan Beijing!Warm RegardsHelen HanE-commerce ManagerGrand Mercure Xidan Beijing
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"Stay at Mecure Xidan"

26th January 2011, Sydney

Wonderful atmosphere and service. Excellent location, close to all major attractions. Breakfast was a delight, the complimentary internet access made life so much easier and the Concierge was very helpful in planning our tour to the Great Wall of China.

Management responseDear Guest,We are deeply appreciated for your great comment and your recommendation. Also happy to know you have had a lovely stay experience with us. Here are some most updated information to share with you, from the From the Nov 2010 until the end of Feb 2011 hotel are offering continuously stay two nights or above get two breakfasts free for the next morning. We are looking forward to see you again not far from the future at Grand Mercure Xidan Beijing.Warm RegardsHelen HanE-commerce ManagerGrand Mercure Xidan Beijing
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"aussie Traveller"

26th January 2011, Canberra, Australia

very good would not hesitate to stay there again close and handy to most sites and easy to get around. 2 minute walk to subway or 5 minute walk to major shopping centre and good food outlets

Management responseDear Guest,We are deeply appreciated for your great comment and your recommendation. We will definite keep up with the good work and improve for the better. Hope to be able to offer every guest a pleasant stay just like your experience with us. We are looking forward to see you again at Grand Mercure Xidan Beijing!Warm RegardsHelen HanE-commerce ManagerGrand Mercure Xidan Beijing
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"A decent hotel"

6th January 2011, Hong Kong

This is a decent place to stay, but the interior is a little old, not like the new Grand Mercure in Shenzhen that I have stayed a few times (at least two stars below in my opinion).

Management responseDear Guest, Thank you very much for your comments.Our hotel was opened in December 2001. Currently managed by Accor group. Twice renovations were done to the hotel, once was in year 2007, and the other one was done recently this year. We are a mature hotel; our hardware may not be the strong point comparing with other newly opened hotels. Hopefully, with our warm and considerable service we can make up for it. Thank you for sharing your experience with us, it gives us a guide to follow up and improve our service accordingly. For your information from the Nov 2010 until the end of Feb 2011 hotel are offering continuously stay two nights or above get two breakfasts free for the next morning. Thanks again for your recommendation, and we are looking forward to see you again at Grand Mercure Xidan Beijing!Warm RegardsHelen HanE-commerce ManagerGrand Mercure Xidan Beijing
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"First Trip to Beijing"

21st December 2010, Thailand

It's our first trip to Beijing and also our first time to stay with Grand Mercure Hotel. We found Grand Mercure Xidan surprisingly as a very good Hotel with a good location and service.Will stay at Grand mercure Xidan again, if we would visit Beijing next time.

Management responseDear Guest,We are deeply appreciated for your great comment and your recommendation. Also happy to know you have had a lovely stay experience with us. We will definite keep up with the good work and improve for the better. Here are some promotion information to share with you, from the From the Nov 2010 until the end of Feb 2011 hotel are offering continuously stay two nights or above get two breakfasts free for the next morning. We are looking forward to see you again not far from the future at Grand Mercure Xidan Beijing.Warm RegardsHelen HanE-commerce ManagerGrand Mercure Xidan Beijing
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