Jalan Jenderal Ahmad Yani, 91, Pontianak, West Kalimantan
Reviews
7.6
Good
All reviews shown are from real guest experiences. Only travelers who have booked a stay with us can submit a review. We verify reviews according to our guidelines and publish all reviews, positive or negative.More informationOpens in a new window
Rating 10 - Excellent. 21 out of 99 reviews" "
10 - Excellent
21
Rating 8 - Good. 49 out of 99 reviews" "
8 - Good
49
Rating 6 - Okay. 17 out of 99 reviews" "
6 - Okay
17
Rating 4 - Poor. 10 out of 99 reviews" "
4 - Poor
10
Rating 2 - Terrible. 2 out of 99 reviews" "
2 - Terrible
2
8.2/10
Cleanliness
8.0/10
Staff & service
6.4/10
Amenities
7.4/10
Property conditions & facilities
7.2/10
Eco-friendliness
Reviews
6/10 Okay
RODERICK
Traveled with partner
Jan 23, 2024
Disliked: Property conditions & facilities
no hot water. pool was dirty. buffet breakfast is so so. room amenities not so impressive. for its level and reputation, it was a disappointing stay
RODERICK
Stayed 3 nights in Jan 2024
Response from Ricky Coen Arifin - General Manager on Jan 29, 2024
Dear Mr. Roderick ,Thank you for taking the time to tell us about your experience at the Mercure Pontianak City Center. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.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.
10/10 Excellent
Karolyn
Aug 28, 2023
Karolyn
Stayed 2 nights in Aug 2023
Response from Ricky Coen Arifin on Sep 3, 2023
Kepada Ibu Karolyn yang terhormat,Terima kasih sudah memberikan rating 5 untuk Mercure Pontianak City Center dan atas waktunya memberikan penilaian untuk Hotel Kami.Kami senang menerima penilaian Ibu dan penilaian Ibu sangat berarti bagi kami dalam rangka untuk terus meningkatkan kualitas layanan serta fasilitas Hotel agar dapat sesuai dengan harapan Tamu kami semua dan kami akan selalu memberikan pelayanan yang prima.Sekali lagi terima kasih banyak atas penilaiannya dan kami berharap dapat menyambut Ibu kembali diwaktu yang akan datang.Hormat kami,Ricky Coen ARIFINGeneral Manager
Kepada Bapak yang terhormat,Kami sangat berterima kasih atas komentar Bapak mengenai kunjungan Bapak di Mercure Pontianak City Center. Sangat menyenangkan bagi kami untuk menerima umpan balik/tanggapan positif.Kami akan memberitahukan komentar Bapak kepada tim kami. Kami yakin bahwa umpan balik ini akan menjadi motivasi bagi semua staf kami karena kami berusaha untuk terus meningkatkan kualitas layanan kami.Sekali lagi terima kasih karena Bapak telah memberitahukan pengalaman Bapak, dan kami berharap kunjungan Bapak berikutnya akan sama memuaskan seperti kunjungan sebelumnya.Hormat kami,Ricky Coen ArifinGeneral Manager
10/10 Excellent
RODERICK
Mar 11, 2023
RODERICK
Stayed 1 night in Mar 2023
Response from Rizky on Apr 4, 2023
Kepada Bapak yang terhormat,Kami sangat berterima kasih atas komentar Bapak mengenai kunjungan Bapak di Mercure Pontianak City Center. Sangat menyenangkan bagi kami untuk menerima umpan balik/tanggapan positif.Kami akan memberitahukan komentar Bapak kepada tim kami. Kami yakin bahwa umpan balik ini akan menjadi motivasi bagi semua staf kami karena kami berusaha untuk terus meningkatkan kualitas layanan kami.Sekali lagi terima kasih karena Bapak telah memberitahukan pengalaman Bapak, dan kami berharap kunjungan Bapak berikutnya akan sama memuaskan seperti kunjungan sebelumnya.Hormat kami,Rizky Dwi PFront Office Manager
Dear Valued Guest,It was a pleasure having you with us and thank you for giving us your hotel rating .We are pleased to received that according to your rating that you had a good stay and that we have been able to fulfill your expectation. We greatly appreciate for your feedback and it is help us to maintain standard service to all our Customer.Once again thank you very much for your review , and we indeed look forward to welcoming you again in the near future.Best regards,Adi BudiartoDuty Manager
We checked in to the room with broken door in the restroom. Hair dryer was not working. Breakfast was terrible. Overall we’re disappointed with staying here.
Diana
Stayed 1 night in Apr 2022
Response from Muh. Ferry Fahlevy on May 5, 2022
Dear Mrs. Diana,
Thank you for taking the time to tell us about your experience at the Mercure Pontianak City Center. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.
for this kind of case we will conduct training for the staff involved to maximize the experience in your future stay,
At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.
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.
Best Regards,
Muh. Ferry Fahlevy
Room Division Manager
6/10 Okay
Aida
Apr 5, 2022
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
The room i has been stay for 8 day the AC was not cool at all. Since first nite staying already complaining to the receptionist and they said will chexk on it till next 2 day again i did tell them about and still the same nothing happening. As same the shower drain is blocked too.
On my last day too laundry late delivery to me till the day i wanted and need to call for it.
Hope they will more play attention to the guest request when they feel somethinf wrong with the room.
Aida
Stayed 8 nights in Mar 2022
Response from Muh. Ferry Fahlevy on May 5, 2022
Dear Mrs. Aida,
Thank you for taking the time to tell us about your experience at the Mercure Pontianak City Center. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.
for this kind of case we will conduct training for the staff involved to maximize the experience in your future stay,
At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.
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.
Best Regards,
Muh. Ferry Fahlevy
Room Division Manager
Dear Mr. Anonymous,
We very much appreciate your comments regarding your stay at the Mercure Pontianak City Center.
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,
Rizky Dwi P
Duty Manager
At centre near ayani shopping centre. Staff are friendly. Breakfast is good.
Verified traveler
Stayed 3 nights in Dec 2019
Response from Rizky on Dec 20, 2019
Dear Mr. Anonymous,
We very much appreciate your comments regarding your stay at the Mercure Pontianak City Center.
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,
Rizky Dwi P
Duty Manager
Dear Mr. Anonymous
,
Warmest Greeting from Mercure Pontianak City Center.
We are pleased to read that you love our hotel. It’s encouraging as our guest’s satisfaction is our primary concern. We are looking forward to having the pleasure of welcoming you again on your next visit to Pontianak. Sincerely,
Rizky Dwi P,
Duty Manager
6/10 Okay
HPO
Traveled with family
Jul 21, 2019
Liked: Cleanliness, staff & service, amenities
Disliked: Property conditions & facilities
The building is great and staffs are friendly. I am disappointed because I didn’t get to have my rooms as I reversed. My family has allergies which can’t inhale cigarette smoke and she has to use inhaler. We were put on the smoking floor.
HPO
Stayed 1 night in Jul 2019
Response from Rizky Dwi P on Aug 16, 2019
Dear HPO ,
Thank you for taking the time to tell us about your experience at the Mercure Pontianak City Center. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.
At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.
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,
Rizky Dwi P
Duty Manager
8/10 Good
Verified traveler
May 4, 2019
Liked: Cleanliness, staff & service, room comfort
Verified traveler
Stayed 4 nights in Apr 2019
Response from Ferry on May 5, 2019
Dear Value Guest
Thank you for taking your valuable time in giving us valuable reviews and feedback after you stay at Mercure Pontianak City Center recently…
We are very happy to know that one of our valuable guests had very pleasant experience while being with us.
One again we thank you for the rating. We are looking forward to your next visit in the near future.
Best Regards
Ferry FAHLEVY
Front Office Manager
8/10 Good
Verified traveler
Apr 10, 2019
Liked: Cleanliness, staff & service, amenities
Nice property located nearby shopping mall. However room is quite old.
Verified traveler
Stayed 2 nights in Apr 2019
Response from Ferry on Apr 14, 2019
Dear Valuable Guest
Thank you for taking your valuable time in giving us valuable reviews and feedback after you stay at Mercure Pontianak City Center recently…
We are very happy to know that one of our valuable guests had very pleasant experience while being with us. Location is out best strong point as your mention (only 5 minutes away to the shopping mall) and We will share your valuable comments to our teams.
Regarding The room is quite old, it is true, our hotel almost reaches 10 years since 2009, We have a plan for renovated in this years.
One again we thank you for the review. We are looking forward to your next visit in the near future.
Hopefully your next visit will be as pleasant as the previous one.
Best Regards
Ferry FAHLEVY
Front Office Manager
The air conditioner is not working properly especially now during hot season
Ken
Stayed 3 nights in Mar 2019
Response from Ferry on Apr 14, 2019
Dear Mr. Ken
Thank you for taking your time writing this review.
we would like to sincerely apologize due to the inconvenience happen during your stay, especially for Air Conditioner.
Please be rest assured that this is not typical neither a standard of product we are providing to our customers.
We do hope that we could serve you better in the near future.
All comments from our valued Guests especially yourself is treated as the valuable input for improving our quality of products dedicated to our guests in the future.
Again, let me extend our sincere gratitude for your input and we look forward to welcoming you back to our hotel.
Best Regards
Muhammad Ferry FAHLEVY
Front Office Manager
4/10 Poor
Verified traveler
Mar 8, 2019
Verified traveler
Stayed 2 nights in Mar 2019
Response from Ferry on May 7, 2019
Dear Value Guest
Thank you for taking the time to tell us about your experience at the Mercure Pontianak City Center. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.
At Mercure, we strive to provide a superior service experience for every customer; therefore, your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.
Regards
Ferry Fahlevy
Front Office Manager
Very helpful staff & room very clean.. near with Mega Mall
Ros
Stayed 2 nights in Nov 2018
Response from Rudin Ruslan on Nov 27, 2018
Dear Mrs. Ros
We very much appreciate your comments regarding your stay at the Mercure Pontianak City Center.
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,
Rudin Ruslan
General Manager
Response from Sylvi Anggreani, Guest Experience Manager on Oct 29, 2018
Dear Mr. Thomas,
thank you so much for your feedback for Mercure Pontianak City Center. I'm glad that you enjoyed your stay here. We hope to see you soon. Regards, Sylvi Anggreani, Guest Experience Manager
2/10 Terrible
Chelvam, KL
Oct 21, 2018
Liked: Staff & service
Disliked: Property conditions & facilities
Bad Experience.
WE have to call 10 times and wait hours for them to come and do something not right in the room. I think Expedia customers are given the worst rooms in the hotel. This is not the first time I have experienced this kind of treatment under Expedia.
Chelvam
Stayed 2 nights in Oct 2018
Response from Sylvi Anggreani, Guest Experience Manager on Oct 29, 2018
Dear Chelvam, warmest greeting from Mercure Pontianak City Center. First of all, we would like to apologize for your inconvenience. We never differentiate our guest. For us, all the guest are our valuable guest. We hope you can give us another opportunity to serve you again next time. Once again we are sorry for your disappointment. Regards, Sylvi Anggreani, Guest Experience Manager
4/10 Poor
lily, kuching,sarawak
Oct 2, 2018
Disliked: Staff & service
I ve trouble with the front desk.It wasnt pleasant experience.please be better next time.
lily
Stayed 3 nights in Sep 2018
Response from Sylvi Anggreani, Guest Experience Manager on Oct 29, 2018
Dear Lily, thank you for letting us know your experience stay at Mercure Pontianak City Center. We apologize for you inconvenience. I will share your comment to our front desk team, to improve their quality of service. We hope you can give us another opportunity to serve you again next time. Regards, Sylvi Anggreani, Guest Experience Manager
friendly and helpful staff, hotel located just beside a shopping mall, this criteria is very good, just that we had to wait more than 1 hour to get our room ready and grab drivers are not allowed to pick up/drop in front up hotel lobby in normal circumstances.
nurul
Stayed 2 nights in Sep 2018
Response from Sylvi Anggreani, Guest Experience Manager on Oct 29, 2018
Dear Ms. Nurul, we really appreciate your time to giving us your feedback. We glad that you liked our strategic location and impress by our staffs. We also apologize for waiting too long for your room. At our hotel, check in time is 14.00. And our hotel is never prohibit online taxi to entering the hotel area. We hope your next stay will be more pleasant than your last stay. Regards, Sylvi Anggreani, Guest Experience Manager
8/10 Good
Verified traveler
Sep 12, 2018
Easy access to mall nearby for food.
Verified traveler
Stayed 2 nights in Sep 2018
Response from Sylvi on Sep 18, 2018
Dear our valued guest,
Thank you for staying with us and for your kind review. We are delighted to note that you had a pleasant experience on that your stay with us; and appreciate your valuable feedback on our strategic location.
Thank you once again for your review and for your patronage; and we are looking forward to welcoming you on your next stay with us.
with kindest regards, Sylvi Anggreani, Guest Experience Manager
8/10 Good
samuel, hk
Feb 26, 2018
Liked: Staff & service
The hotel is Clean, comfortable, I think I will come again and the food is ok too!
Thanks
F&B was very disappointing. Room operated. Hotel is no more than 3Star.
Verified traveler
Stayed 3 nights in Nov 2017
Response from Ferry on Dec 10, 2017
Dear Mr, Anonymous
Thank you for taking the time to tell us about your experience at the Mercure Pontianak. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.
At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.
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,
Ferry Fahlevy
Front Office Manager
I usually have good experience until today. I booked this room weeks in advance and requested for non smoking room. upon check in, I was still given a smoking room. room stink and ask to change a room but no.
Dear Mr Liew,
Thank you so much for taking your time to give us a review. It is always a pleasure to receive positive feedback.
All of us at Mercure Pontianak would like to offer our sincere thanks for your delightful review and we hope your next visit will be as pleasant as the previous one. Hope to see you soon.
Best Regards,
Sylvi Anggreani
Guest Experience Manager
Clean place, very eeaaonable price. Think there was a gym, couldnt find it (didnt ask)
Verified traveler
Response from ADEL on Apr 1, 2017
Dear Mr Anonymous We very much appreciate your comments regarding your stay at the Mercure Pontianak. 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, Adelina SIMATUPANG Asst front office Manager
Dear Mr Zesta,
We very much appreciate your comments regarding your stay at the Mercure Pontianak.
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,
Adelina SIMATUPANG
Asst. Front Office Manager
very good location. it is just walking distance to megamall, convenience for the customer have no transport. room big enough, staffs are polite, breakfast is good.
Verified traveler
6/10 Okay
Veronica
Sep 20, 2016
Liked: Staff & service
Convenient but requires maintenance
Location is convenient as it's located near the mall. However, the rooms require maintenance particularly the lock. I was locked out from the room twice and always felt insecure to leave the room.
Many run down furnitures in the room. Old hotel that need rejuvenation soon. Twice short power breakout during the 1st night stay. Staffs were friendly
This hotel is located right next to the largest mall in Pontianak which makes it a great location with access to entertainment (Fun Station, Amazon and Cinemas). The mall food court also has a large variety of food to chose from. Was there for 7 nights with booking for 2 rooms. There was initially a mix up in the rooms as we had requested for a connecting rooms. The front desk wanted to charge us more for this but after we have made our strong displeasure known, this was quickly fixed up by the manager of the hotel.
Dear Mrs. Nur Atiqa
We very much appreciate your comments regarding your stay at the Mercure Pontianak.
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,
Ferry Fahlevy
Front Office Manager
The hotel was nice and the staff were very professional and helpful. It is only a short walk to the Ayani Mall, but there is not much else to do near the hotel. The pool looked nice, but it is partially surrounded by the restaurant.
Lee-Anne
Response from Ferry Fahlevy on Aug 8, 2015
Dear Mrs. Lee-Anne,
We very much appreciate your comments regarding your stay at the Mercure Pontianak. 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,
Ferry Fahlevy
Front Office Manager
Dear Iswan,
Thank you for your Fantastic Score to Mercure Hotels Pontianak.
Highly appreciated.
We are welcoming you again in a future...
Best regards,
Ferry Fahlevy
Front Office Manager
I like to stay here because it's near to my office. 3 minutes to shopping mall and it's easy to access.
HERU
Response from Ferry Fahlevy on Jul 11, 2015
Dear Mr. Heru
We very much appreciate your comments regarding your stay at the Mercure Pontianak. 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.
Best Regards
Ferry Fahlevy
Front Office Manager
Very nice and comfortable..thx for the nice service
hermansyah
Response from Ferry Fahlevy on Jul 11, 2015
Dear Mr. Hermansyah
We very much appreciate your comments regarding your stay at the Mercure Pontianak. 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.
Best Regards
Ferry Fahlevy
Front Office Manager