Mercure Bali Nusa Dua 4 stars

TripAdvisor rating 3.5/5 989 reviews
Mercure Bali Nusa Dua
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Room 1

Number of guests
Children's age
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Hotel extras

  • Easy access to Convention Center, Beach and Nusa Dua attractions

  • Four meeting rooms with state of the art meeting facilities

  • Free Shuttle to Nusa Dua Beach and Shopping Center

  • Swimming pool divided into 2 levels and connected by a waterfall

  • Free WIFI in rooms and public areas of the hotel

This hotel participates to Planet 21 and is acting in favour of Positive Hospitality.

Services in the hotel and nearby

Check-in from 14h00

Check out up to 12h00

Paying

Services and practical information
  • Online check-in
  • WIFI/Internet Access
  • Parking
  • Accessibility for people with reduced mobility
  • Babysitting on request
  • 100% non-smoking hotel
  • Air conditioned
  • NGURAH RAI
  • Reception open 24 hours a day
  • LATE CHECK-OUT UP TO 6PM
  • Dry cleaning / Ironing
  • Currency exchange
  • Porter
Leisure and activities
  • Swimming pool
  • Fitness centre
  • Babysitting on request
  • Beach and water sports
  • Other sports activities
Catering
  • Breakfast
  • 1 restaurant(s)
  • 1 bar(s)
  • Room service
Business services
  • 4 meeting room(s)
  • Self service business centre
  • Copy/print service available

Hotel location

Mercure Bali Nusa Dua

Jalan Nusa Dua Selatan
Lot SW 03
Badung Bali
80363
nusa dua
indonesia

Tel: +623618467000

Fax: (+62)361/8467001

Contact email

Check-in from 14h00

Check out up to 12h00

  • By plane

    NGURAH RAI At 14km / 8.7 miles - Shuttle paying

GPS :-8.80692, 115.22074

Our accommodations

Feel the comfort of our contemporary rooms in the tranquil atmosphere of Mercure Bali Nusa Dua.

Superior Garden View with Double Bed

  • Max. number of persons: x3
  • Area: From 24
  • Views: Garden side *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Free in Room Mineral Water
  • Coffee/tea making facilities
  • Satellite/cable colour TV(...)

Superior Garden View with Twin Beds

  • Max. number of persons: x3
  • Area: From 24
  • Views: Garden side *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Free in Room Mineral Water
  • Coffee/tea making facilities
  • Satellite/cable colour TV(...)

Superior Pool View with Double Bed

  • Max. number of persons: x3
  • Area: From 24
  • Views: Pool side *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Free in Room Mineral Water
  • Coffee/tea making facilities
  • Satellite/cable colour TV(...)

Superior Pool View with Twin Beds

  • Max. number of persons: x3
  • Area: From 24
  • Views: Pool side *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Free in Room Mineral Water
  • Coffee/tea making facilities
  • Satellite/cable colour TV(...)

Deluxe Room with Double Bed, terrace and garden view

  • Max. number of persons: x3
  • Area: From 24
  • Views: Garden side *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Free in Room Mineral Water
  • Coffee/tea making facilities
  • Satellite/cable colour TV(...)

Deluxe Room with 2 single beds, terrace and garden view

  • Max. number of persons: x3
  • Area: From 24
  • Views: Garden side *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Free in Room Mineral Water
  • Coffee/tea making facilities
  • Satellite/cable colour TV(...)

Deluxe Room with Double Bed Terrace and Pool View

  • Max. number of persons: x3
  • Area: From 24
  • Views: Pool side *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Free in Room Mineral Water
  • Coffee/tea making facilities
  • Satellite/cable colour TV(...)

Deluxe Room with 2 Single Beds Terrace and Pool View

  • Max. number of persons: x3
  • Area: From 24
  • Views: Pool side *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Free in Room Mineral Water
  • Coffee/tea making facilities
  • Satellite/cable colour TV(...)

Junior Suite with 1 double bed and sofa

  • Max. number of persons: x4
  • Area: From 40
  • Views: Garden side *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Free in Room Mineral Water
  • Coffee/tea making facilities
  • Business Desk(...)

Our restaurants and bars

SOKA RESTAURANT

Type of cuisine: International

A semi-covered terrace makes this restaurant a comfortable and relaxed setting for breakfast lunch and dinner serving both local and international cuisines.

Lunch

06:00 - 18:00

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Dinner

18:00 - 23:00

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Gitgit Pool Bar

Photo non contractuelle / Strictly non binding

Pool Bar

Your meetings and events

Our meeting rooms

  • Number of meeting rooms: 4

  • Maximum size: 100 m²

  • Maximum capacity: 70 people

  • Maximum banquet capacity: 50 people

Find out more
Mercure Bali Nusa Dua Meeting Room

Our guest reviews for
Mercure Bali Nusa Dua

100% genuine reviews from our guests

Find out more

AccorHotels Rating 4.0/5

2,666 reviews

tripadvisor tripadvisor

TripAdvisor Rating 3.5/5

989 reviews

Mr

Customer review rating 4.0/5

H. Couples - 16/05/2019 AccorHotels certified review

Nice hotel. Good value for money. Will come back this year.

Dear Valued Guest, Warmest greeting from Mercure Bali Nusa Dua. Thank you very much for taking the time to write this review and let us know your impressions of your recent stay in our resort. We are very happy to read that you an amazing time with us. It is beyond my pleasure to learn that you had a memorable stay while enjoying our facilities and the service extended to you by our staff. I really appreciate the time you were taking to share this precious feedback and support with the other travelers. Once again, thank you for your loyalty, and I look forward to welcome you back on your next visit to Bali. Sincerely, Ardin Febriana - Assistant Manager

Everything was excellent

Customer review rating 4.0/5

Tatjana T. Couples - 16/05/2019 AccorHotels certified review

Stuff is friendly and helpful, hotel is great and has everything that one guest could ask for, has a one of the best beaches on the island. Everything is perfect.

Dear Ms.Tatjana T., We very much appreciate your comments regarding your stay at the Mercure Bali Nusa Dua. 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, Ardin Febriana - Assistant Manager

A good experience, worth repeating again..

Customer review rating 4.0/5

Col S. B. Couples - 15/05/2019 AccorHotels certified review

Coming from India, to Bali, a place everyone has heard about, was an exciting proposition. Bali is indeed a beautiful place. Coming to the hotel: First, the pros: * Lovely location * Great set up * Good ambience * Very humble & courteous staff * Beautiful pool * Great beach * Good shuttle service to the beach * Excellent breakfast - good variety. Now, the cons: * The rooms were comfortable but quite musty - everything seemed wet, including the curtains. * A mini frij will be more appropriate, than the 'cool bar' which was there - not functional - which needs to be stacked with beer & soft drinks (on payment basis). * A system of signing for food & drinks, which can be charged to the guests bill on checking out, needs to be implemented, on priority. Paying cash for lunch & dinner or leaving a big deposit during check-in at the counter - in case one does not wish to pay for a meal at the table itself - is not exactly how it is in good hotels. * While the pool is indeed good, some amount of work needs to be done to get the broken/loose tiles sorted out. Overall, we were quite happy with our stay.

Dear Mr.B. s., Thank you very much for taking the time and effort to post a personal review following your recent stay at Mercure Bali Nusa Dua We truly appreciate any feedback from our valued guests that enable us to improve our services and facilities. We were very concerned to read your comments which reflect dissatisfaction regarding the room musty, fridge not working which is needed to be improved. On behalf of the entire staff and Management, I would like to sincerely apologize for this experience. I have carefully review all points mentioned and will follow up accordingly with the managers concerned to ensure that the corrective measure will be taken. On a positive note, we are delighted to know that you found good experience. Once again, thank you, I expect to have the pleasure to have you again at Mercure Bali Nusa Dua in the near future. Thank you Sincerely, Ardin Febriana - Assistant Manager

Nice place to stay

Customer review rating 4.0/5

Ke Couples - 15/05/2019 AccorHotels certified review

We have been pleased with the stay and friendliness of staff. The hotel was well presented and gardens were well kept. Our complimentary lunch on arrival was delicious. We booked a pool view room however on arrival we were given a room with a construction view. We had to attend to reception to get it sorted. We were originally told by a staff member that there are no other rooms available and only after asking to speak to a manager we were given a room with a pool view. We had to wait until 8pm though to check in to the room as other guests were departing at 6pm and we were not compensated in any way for this inconvenience. We would also like to bring to management attention that the management of noise wasn’t implemented. We had a tour booked in with 6.30am departure and were wishing for a good night sleep. A group of tourists arrived in the afternoon and were loud drinking in a pool. They also were walking up and down the hallway at 1am shouting to each other at our door. We had to ask for security to attend hence only had 4 hours sleep that night. A couple of nights later another group of tourist arrived at midnight and were shouting at each other as they had a trouble with keys. We have had an interrupted sleep again. Apart from this incidents we have enjoyed our stay.

Dear Valued Guest, Thank you for taking your time to send us your valuable feedback regarding your stay at our resort. We are glad to know that you had a good experiences during your stay with us, and that we are pleased to read that you are enjoy the stay. Furthermore, we would like to extend our deepest apologize that your room is not ready upon check in and noisy from others group. Rest assured, that you feedback has been greatly shared to entire team in order for us to take action properly, and again thank you for bringing all your concerns as mentioned into our attentions. We do hope that there will be another chance to gain your confidence and convince you our better service. Regards, Ardin Febriana - Assistant Manager

Lots of lovely Smiles

Customer review rating 4.0/5

M. M. Solo - 15/05/2019 AccorHotels certified review

From the first foot in the entrance I was Welcomed and from then on the Staff in All areas where Extremely polite and helpful. No was Ever used and the room Excellent. They even allowed me to have the room until 6pm. Thanking you All. Even Security at the Front gate allowing me easy Safe access

Dear Mr. Maitalala m., We very much appreciate your comments regarding your stay at the Mercure Bali Nusa Dua. 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, Ardin Febriana - Assistant Manager

Stay was amazing

Customer review rating 4.0/5

Anonymous Couples - 13/05/2019 AccorHotels certified review

Stay was great, i enjoy the pool, breakfast was good and the staff ate verry friendly they ready to welcome you and great service thank you guys will back for another holliday

Dear Valued Guest, We very much appreciate your comments regarding your stay at the Mercure Bali Nusa Dua. 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, Manis Arianti Front Office Manager

Very nice stay

Customer review rating 4.0/5

M. Friends - 12/05/2019 AccorHotels certified review

My 3rd times stay in mercure,it was always amazyng. All staffs was very friendly and helpful. I got the same room with my 2nd stay, it was very great. Thank you so much

Dear Valued Guest, Thank you so much for your wonderful review. I am so pleased to hear that you enjoyed your stay with us and were able to take full advantage of the hotel facilities we have offered. It sounds like you had a wonderful time! It is beyond my pleasure to learn that you had a memorable stay while enjoying our facilities and the service extended to you by our staff. I really appreciate the time you were taking to share this precious feedback and support with the other travelers. Once again, thank you for your loyalty, and I look forward to welcome you back on your next visit to Bali. Kind Regards, Ardin Febriana - Assistant Manager

Special

Customer review rating 4.0/5

Anjaca Solo - 12/05/2019 AccorHotels certified review

Nice stay,friendly staff,good food and good view. Very nice stay

Dear Valued Guest, We very much appreciate your comments regarding your stay at the Mercure Bali Nusa Dua. 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, Ardin Febriana - Assistant Manager

The best vacation ever!!!

Customer review rating 4.0/5

N. &. D. J. Couples - 10/05/2019 AccorHotels certified review

Your hotel is one and number one place we have ever stayed in! Nice room, pools, bar, caffe but most of all we are more then satisfied and really proud to know your stuff which are the best and the kindest people ever. Special regards to Togu and Kenan for being extraordinary in helping us and made our vacation even more better and because of them, whenever we come back to Bali (and we hope that we will) we will come back to Mercure Bali Nusa Dua. Pitri and the rest of the team on the pool are so nice and welcoming. Even the security guards from the gate to the entrance door are smiling and welcoming you at the most possible polite way, and we really felt welcome. The cleaning service in rooms are perfect, and special thanks to them. All the information we needed we founded on the reception desk, thanks for all great work you have done, for every taxi call, laundry service etc. etc. Advice to all tourists is to change money in hotel because on the street you can be fraud. We had a problem with money exchange office at the street, and your kind people stayed with us, helped us, and resolved our problems. The money exchange on the street took the money from us, and Kenan and Togu with the rest of the stuff and the rest of security were going with us and were extremely helpful and brought us our money back. That is something that never happened before, and they made us so happy, not because of the money, but that there are still kind and honorable people. Thank you so much for everything! We are so proud to know you, we are blessed that we had a chance to stay in Mercure Bali Nusa Dua Hotel! Bali has wonderful and untouched nature, but it's biggest wealth are the kindest people in the world. Darija & N.

Dear Mr J. N., I am so excited when reading your beautiful review regarding your stay experience in our resort. It's always rewarding to hear your observations and it is such an honor for us to have you in our hotel. We are glad to know that you have a great stay with us and that the products, services as well as facilities provided were up to your expectations. Thank you so much for the praise, we are delighted to hear it and this is the greatest reward for the entire team. I will share your compliments with the entire team who will be thrilled to hear them. We are glad that our team member Togu and Kadek gave you such a good impression and had a good impact in your overall experience. Your kind words will motivate them in displaying this great service focus. Once again thank you for sharing your experience, we look forward to welcome you back on your next visit to Bali. Sincerely, Ardin Febriana - Assistant Manager

Quality is not Mercure Standard.. Disappointed

TripAdvisor rating 3.5/5

Gabriel W Family - 09/05/2019 TripAdvisor review

I have always expected the quality of Mercure to be of above average standards. Having been to so many business trips globally, I believe that Nusa Dua has the most disappointing stay as the facilities were not up to mark and through the booking process, there were grave mistakes committed as well. Facilities were not maintained well as the rooms were damp and with a lot of moisture which emitted a musky smell throughout the room. Room layout was horrible especially opening the toilet and shower areas has 2 doors designed in a way that it obstructs each other. The amenities provided was insufficient especially with the floor mats as the bathroom was constantly overflowing with water after a shower. Besides the facilities, during the booking process, I was charged more than expected despite using my accor points to redeem a huge discount of $100 off my total bill. This is absolutely unacceptable and it goes to show that therer are flaws in your online automated system. Please take note of this. This is critical as it affects customers' loyalty towards such a hotel reward program. Overall, I hope there is some sort of explanation from Mercure and I hope that the future guests staying at an amazing place like Nusa Dua will not get to experience the same scenarios I was in and be able to enjoy comfortably in a better well-maintained Mercure Nusa Dua.

Dear Mr. Gabriel W, Thank you for taking the time to provide us with your constructive feedback during your stay. I am truly sorry to hear about your unpleasant experience during your stay. While we constantly strive to maintain the highest standards of customer satisfaction, regrettably, on this occasion, we have fallen short of our key objective. I therefore wish to extend to you my sincere apologies. I would like to assure you that I have personally addressed this issue with the department concerned and will ensure that they receives the necessary guidance to perform a much better role moving forward to avoid a recurrence of this incident. Unfortunately, there is no way of recreating the past or reversing the unpleasant incident you experienced. However, I can assure you that we value your feedback and your feedback has been utilized to improve our service and communication. Once again, please accept our apologize and do not hesitate to let me know if I can be of any assistance to you anytime. Yours sincerely Ardin Febriana - Assistant Manager
Customer review rating 4.0/5

Dinda Families - 07/05/2019 AccorHotels certified review

Best accommodation

Dear Valued Guest, We very much appreciate your comments regarding your stay at the Mercure Bali Nusa Dua. 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, Manies Arianti Front Office Manager

Amazing!

Customer review rating 4.0/5

N. Couples - 06/05/2019 AccorHotels certified review

I would recommend to everyone!

Dear Jovanovic N., We very much appreciate your comments regarding your stay at the Mercure Bali Nusa Dua. 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, Manis Arianti Front Office Manager

Awesome stay

Customer review rating 4.0/5

S. V. Families - 06/05/2019 AccorHotels certified review

Cozy atmosphere from the front gate through the hallway to Lobby. It's such a great resort, with all the 'greeny' concept. It even has a mini rabbit zoo in the park.. :) The room is comfortable, but quite small compared to other Mercure hotel I've been stayed at. But they keep the high standard, all clean and fresh. Full amenities, lots of TV channels. Highest appreciation for the warm pool, I love it! Overall, great experience and I will definitely stay here again on next trip.

Dear Valued Guest, Warmest greeting from Mercure Bali Nusa Dua. Thank you very much for taking the time to write this review and let us know your impressions of your recent stay in our resort. We are very happy to read that you an amazing time with us. It is beyond my pleasure to learn that you had a memorable stay while enjoying our facilities and the service extended to you by our staff. I really appreciate the time you were taking to share this precious feedback and support with the other travelers. Once again, thank you for your loyalty, and I look forward to welcome you back on your next visit to Bali. Sincerely, Ardin Febriana - Assistant Manager

Pretty good

Customer review rating 4.0/5

J. Business - 05/05/2019 AccorHotels certified review

Not bad

Dear Valued Guest, Warmest greeting from Mercure Bali Nusa Dua. Thank you very much for taking the time to write this review and let us know your impressions of your recent stay in our resort. We are very happy to read that you an amazing time with us. It is beyond my pleasure to learn that you had a memorable stay while enjoying our facilities and the service extended to you by our staff. I really appreciate the time you were taking to share this precious feedback and support with the other travelers. Once again, thank you for your loyalty, and I look forward to welcome you back on your next visit to Bali. Sincerely, Ardin Febriana - Assistant Manager

Dissatisfied

Customer review rating 4.0/5

David K. Business - 03/05/2019 AccorHotels certified review

Actually the room is not pool view, but wall view. There is no pool or garden in front of my room, just wall. The room is very humid so that after mopping the floor, it is still wet. And it turns dirty because of the shoes. The amenities is minimalist.

Dear K. david, Thank you for taking the time to tell us about your experience at the Mercure Bali Nusa Dua. We regret very much that we did not impress you with some of our facilities. We assure you, that we took good note of your observations and discussed the issues with the various Department Managers in order to take the appropriate measures and avoid situations such as you described in the future. Please accept our most sincere apologies for any troubles you went through. 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, Manis Arianti Front Office Manager

I always stay here

TripAdvisor rating 3.5/5

Global24474081831 Solo travel - 03/05/2019 TripAdvisor review

I always stay here. Staff are friendly and always make me welcome. Rooms are clean and comfortable. Price is always good value. Buffet breakfast is more than sufficient. Remember it is not a 5 star hotel, but perfect for travellers on a budget that do not need 5 star accommodation. Handy location just outside of the BDTC with shuttles to beach and Bali Collection.

Dear Valued Guest, Warmest Greetings from Mercure Bali Nusa Dua, Thank you for spending your precious time to share your recent experience with us. I am happy that you had a great time with us. Once again, thank you, I expect to have the pleasure to have you again at Mercure Bali Nusa Dua in the near future. Sincerely, Ardin Febriana - Assistant Manager

3* hotel

Customer review rating 4.0/5

Shaimerdenova D. A. I. R. Couples - 02/05/2019 AccorHotels certified review

The towels everywhere were very dirty. All the time, never had a clean towel during these 9 days. The tile in the pool was falling away, so you can easily get hurt there. The food was actually pretty good, but the spoons/forks were never enough, and the juices were not tasty. Also small, but weird detail, when you order something while laying around the pool, the waiters would come and ask you to pay like RIGHT NOW, and stay under you. Just annoying and super weird. The room service is pretty week, they always forget about your request, make you wait a half an hour and bring not enough spoons or something. Over whole, the room (despite the bed sheets and towels) was pretty clean, room service came to clean up every day. We didn’t use gym, so nothing to say there. The location of the hotel was not as good as we expected. It was said “beachfront” in the booking.com and turned out you have to ride like 5-7 min on the bike and the hotel’s beach is horrible. Very dirty. There is a free Geger beach near the hotel, tho, and it’s 2 min from the hotel, so it was fine for us. But we were very disappointed the first day we came. Also it was our honeymoon, tho hotel made nothing, except the cake which was full of ants ) just so you know, we lived at 3rd floor and there was a little fridge in the room, where they could put it nevermind after all all you have to know that the hotel is not 4*. They have everything to say they are 4*, but actually act like 2* hotel. Thanx.

Dear Valued Guest, Thank you for taking time to share your opinion during your stay with us. First of all, we extend our most sincere apology for the difficulties encountered during your stay with us. We regret very much that we did not impress you with some of our facilities. We assure you, that we took good note of your observations and discussed the issues with the various Department Managers in order to take the appropriate measures and avoid situations such as you described in the future. Please accept our most sincere apologies for any troubles you went through. We hope to have the opportunity to welcome you back again in the future, and with thanks for your care and attention in leaving us a great and helpful review. Best Regards, Manis Arianti Front Office Manager

Cant wait for the holiday to end!!

Customer review rating 4.0/5

S. B. Families - 02/05/2019 AccorHotels certified review

It was terrible from the first day. The room smelt damp. There was mouldy bedsheets. The shower holders were not cleaned throughly and there was mildew buildup on the shelves. There we no carpets when getting off the bed. When all the lights and aircon was off, I could hear dripping the entire night. I booked for 2 adults and 2 kids, but reception told me on the first night that Bookings.com sent them confirmation to for 3 pax only. I was really tired the first night and no energy to fight anything and simply went to bed. I hardly spoke to reception about all my issues as I was out the entire day and came back late nights, was disappointed every-night to go back to the Mercure in Nusa Dua and I will never recommend or stay again in that specific hotel. Flights and Bali itself was magnificent, this hotel was a bit let down.

Dear B. s., Thank you for taking the time to tell us about your experience at the Mercure Bali Nusa Dua. We regret very much that we did not impress you with some of our facilities. We assure you, that we took good note of your observations and discussed the issues with the various Department Managers in order to take the appropriate measures and avoid situations such as you described in the future. Please accept our most sincere apologies for any troubles you went through. 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, Manis Arianti Front Office Manager

A bit more than I expected

Customer review rating 4.0/5

A. Couples - 30/04/2019 AccorHotels certified review

Generally, good level of service for the money paid. However, some aspects need to be improved. Level of staff's professionalism should be further developed. Very good restaurants and swimming pool. Completely satisfied wth the beach club services. I would like also to say special thanks to your Front office Supervisor Reiya Aryani and highlight her exceptional level of professionalism, hospitality and desire to find immediate solutions to all small issues that took place during my stay. Thank you very much! This is how the real Accor's level of service should look like:)

Dear shcherbak A., We very much appreciate your comments regarding your stay at the Mercure Bali Nusa Dua. It is always a pleasure to receive positive feedback. I will share your comments with our team especially to Reiya Aryani who gave you excellent service during your stay. 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, Manis Arianti Front Office Manager

Horrible service by reception staff

Customer review rating 4.0/5

O. C. Couples - 29/04/2019 AccorHotels certified review

Can you imagine having done on line check-in , we still have to wait for almost 20 mins to get our keys. That was close to 1.45 am. We will given room 124 and proceed to get into room to find couple sleeping . Fortunately we were not mistaken for burglars. Got back to reception did not even apologize but was redirected to room 237 . Am sure the occupant of room 124 would have filed a nasty complaint.

Dear Mr C. o., Thank you for taking the time to provide us with your constructive feedback during your stay. I am truly sorry to hear about your unpleasant experience during your stay. While we constantly strive to maintain the highest standards of customer satisfaction, regrettably, on this occasion, we have fallen short of our key objective. I therefore wish to extend to you my sincere apologies. I would like to assure you that I have personally addressed this issue with the department concerned and will ensure that they receives the necessary guidance to perform a much better role moving forward to avoid a recurrence of this incident. Unfortunately, there is no way of recreating the past or reversing the unpleasant incident you experienced. However, I can assure you that we value your feedback and your feedback has been utilized to improve our service and communication. Once again, please accept our apologize and do not hesitate to let me know if I can be of any assistance to you anytime. Yours sincerely Ardin Febriana - Assistant Manager
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