I stayed for two nights and arrived late at night. The Front Desk staff who welcomed me were very warm and friendly. I was pleasantly surprised to receive a room upgrade, which I truly appreciated.
The resort itself is lovely, with beautiful gardens and flowers that create a relaxing atmosphere and make it enjoyable to walk around. The room was generally nice; however, there was an unpleasant smell in the bathroom, and the soundproofing could be improved as I could easily hear people talking in the corridor.
Breakfast was generally good, with a nice selection of food. The staff were attentive despite the busy hours.
The main disappointment during my stay was the inconsistency regarding the late check-out. One day before departure, I was confirmed a complimentary late check-out until 2pm, and my key card was even extended. I appreciated this gesture, especially since I had mentioned that I did not mind paying if needed. However, on the day of departure, the manager informed me that the hotel was fully booked and that the late check-out was no longer valid. Unfortunately, no alternative solution was offered, and it seemed as though there was some doubt about my confirmation. Luckily, my bags were already packed, and I was able to check out immediately.
I later sent an email to express my concern. Another manager responded politely and offered a solution and courtesy gesture, which I appreciated. However, by then I had already checked out and made alternative plans, so it was a bit too late — though I do value the effort to follow up.
I was also traveling on my birthday. While I am not someone who expects celebrations, it was a little surprising that there was no recognition at all, especially for a brand like Grand Mercure.
Overall, the resort is beautiful and the service is generally good, but better consistency in communication and service delivery would enhance the guest experience.
