Grand Mercure Malang

Camera con vista, accoglienza e cordialità

Nothing.

Very spacious and clean suite. Incredibly attentative and friendly staff. Very quiet rooms. Breathtaking mountain view during sunrise.

Great location and the hotel provides lots of activities, the water was warm in the pool area

This is a huge hotel and while we arrived it was nearly fully booked out by locals. Be aware that, when travelling in a high season, that you need to share the pool with lots of guests. The hotel has a few in-dine options and we liked the Japanese restaurant very much. The range of foods offered for breakfast was incredible and the taste amazing. Staff was very polite.

Das Personal sehr freundlich und zuvorkommend. Das Frühstück mehr als ausreichend und eine sehr große Auswahl. Für Kinder der tolle Pool und Playground .

Verdict:
I am giving this property 3 Stars.
To be frank, based on the service failure during breakfast, I would have given 1 or 2 stars. However, the excellent hardware and the sincere recovery attempt by specific staff members saved this rating.

The Context:
As a loyal Accor customer who recently stayed at your sister property, Mercure Surabaya Grand Mirama (mid-September), I chose Grand Mercure Malang Mirama specifically to celebrate my wife’s birthday. Given that both hotels operate under the same leadership (Mr. Sugito Adhi), I expected a service standard at least equal to your 4-star property in Surabaya. Unfortunately, the reality was: "5-Star Hardware, but a Service Culture inferior to your 4-Star property."

1. The Good: Individual Excellence
I must appreciate the impeccable room quality (16th Floor) and the thoughtful birthday amenities prepared in the room.
Special credit also goes to two staff members who truly work with heart:
- Wieke (Front Office): She set the bar high. She personally congratulated my wife face-to-face upon check-in and proactively arranged bellboy assistance. She was also highly professional; when I specifically asked her to anticipate the key card settings for late check-out, she executed it perfectly, ensuring we were not locked out at noon.
- Sasa (F&B): Demonstrated high empathy. When I requested assistance to warm up my baby's food, she not only handled it promptly but also thoughtfully provided a saucer to help me handle the hot container, small details that matter.

2. The Bad: Inconsistent Service Warmth
Mr. Sugito, during my stay at your Surabaya property in September, the service felt genuine, warm, and proactive. Here in Malang, despite the "Grand" title, the service felt robotic and reactive. We often felt invisible during breakfast and had to actively flag down staff just to get basic items like a Latte.
It begs the question: If this is how a loyal customer is treated, feeling invisible and overlooked, I can only imagine what the experience is like for a first-time guest.

3. The Ugly: Lack of Situational Awareness
This is the critical failure. A staff member approached our table and solicited a review while my wife was busy and struggling to feed our baby.
To interrupt a private family moment, during a stay dedicated to celebrating my wife's birthday, solely to chase a review KPI is incredibly tone-deaf. We were there to relax, not to work for your administrative targets. Please educate your team not to profile young guests as "easy targets" to be disturbed at their convenience.

4. The Recovery
I appreciate the gesture at check-out, where the management team (including Ms. Diah and Mr. Fauzan, the GRM) personally handled my departure, offered a sincere apology, and provided a farewell gift.
While this "service recovery" was executed well, it feels like damage control. A true 5-star experience should not require a guest to complain in the first place to receive proper treatment.

Conclusion:
Mr. Sugito, your biggest challenge is transferring the warm service culture from Surabaya (and from staff like Wieke) to your entire team in Malang. It is a shame to see such a magnificent building filled with rigid service.

I am sharing this detailed feedback for one simple reason: I do not want this experience to happen to anyone else.

I. N.
Accor Loyal Customer

The comfy rooms, warm water pool, various food for breakfast, friendly & helpful staffs. Special thanks to Indra for the warmth & caring to my special needs son.
It wasn't my first stay, will definitely go back here.

It misses on some of the finer details! The staff are genuinely friendly and go out of their way to provide customer service > but lack of training lets them down (repeatedly getting my cup of coffee without a teaspoon - but the coffee does arrive very quickly).
Bathroom amenities are thin; and options at breakfast buffet are somewhat limited for five star hotel. Another quibble: constantly having to reconnect to Wi-Fi when in our room.
The restaurants provide generally good food and service. The Chinese restaurant on the ground floor was particularly good.

It was so amazing, the chefs and other staff are wonderful people and I appreciate with their welcoming hospitality and their pool is awesome!

Thank you for Management to GM Mr.Sugito Adhi ,Mr.Wahyu Widianto,Mr.Yogi Grand Mercure Malang Mirama hotel,Specialy to Chef Badri and Chef Adjie with excellent food and Service during my stay with family very enjoyable

Great hospitality with warm and friendly service. The hotel is clean and well-maintained. As a Platinum Accor member, I received a one-level room upgrade, which was very much appreciated. Overall, a pleasant stay — I’d be happy to return again someday.

Erg goed, vriendelijk personeel, zeer behulpzaam, erg schoon