Mercure Al Khobar Hotel

Lobby is so big but looks deserted. Pay attention to staff like concierge and bell boy. Reception lady hardly talk. Very dry. I had to greet & smile & ..... even though I booked & chose to prepay the lady was still telling me how much it will cost me to stay. The design of the hotel was one big mistake. If you have panoramic elevators you might as well make sure the surfaces from ground floor and upwards are clean and there’s no dust or sand or poor paint work. The room needs some maintenance. The bathroom extraction fan is on all the time and VERY NOISY. The water tap on wash basin is loosely fitted and keep moving. The shaving mirror fell off the wall when I moved it. In short you need to fire your facilities management team. I even suspect poorly maintained HVAC ducts coz I felt slightly sick (also my wife). Please have an expert company check your air quality for bacteria, legionella and mold. It’s worth before it’s too late. I’ll be happy to talk to you more if you are serious about improving your service.

Can be better and be made welcome. Needs to value the association with Accor so we find it pleasant to stay again. Hotel facilities and location are excellent. Bit more courtesy is welcome.

Was very comfortable

Good

Not that great, nothing went wrong but glumly ambience

Bathtub was small and dirty.

Great stay and supportive Staff

The hotel management unprofessionally and the rooms need a maintenance

This is one of the worst stays because of no management of proper staff handling the hotel. When I stay in any hotel related to Accor hotel as a silver member, I receive a call before my stay and during to check if anything missing or there is any issue facing me. really I don't know from where I should start because all my experience in the hotel was a miss. From the beginning, I booked a room with a king-size bed and Sofa and mentioned this room is for two adults and two children. I said, let's call the hotel before booking to check if it is right for me or not as I have two kids, so I need to book a bigger room or suit. So, I called ( 01… on Nov 28th at 1:59 PM for 3 minutes and 30 seconds ( you can listen to the recorded call at that time) ), and the lady responded to me and confirmed that the room has a sofa and the hotel can provide me with an extra one bed. I repeated three times this is a free bed, and she confirmed three times, yes. After I attended the hotel and request the extra one bed, especially, there isn't any sofa in the room to be a bed for my kids. Called 4 times the reception without responding then, finally, one take my call and told me we would not provide you with the extra bed for free, and I told him to go to the lady or hear the call to confirm that I should take an extra bed for free and the room should be with sofa as well. He told me to let him check and come back, so, later he confirmed that I should pay without checking with the lady. I insist on having a call with the hotel manager, and he told me Okay, 5 minutes, and he will call back. Waiting for a long time and I called him again he told me to come down to talk to the manager ( it is not acceptable to say to a customer to come down and speak to another employee even if he is a hotel manager, they should respect the customer and call directly and immediately to solve the problem ). Anyhow, I get down to the reception and found nobody at the front desk then asked another employee how come a five stars hotel with just one guy. So, after while he came and I asked him where is the manager or the manager's room to discuss with him? He directs me to another employee set beside him, and I asked him the same question then; he replies poorly, tells me what your problem is? And I told him I would not tell anyone except the manager my issue and he told me I the manager and I keep asking him many times are you the hotel manager then, he told me I am the deputy manager. I told him why you do not say from the beginning that you are the deputy manager due to the hotel manager's shift is finished and showed him the call time and duration. He told the reception guy to call Reem to make sure about our call. Longtime passed without any progression. After I bored, I told him to take a photo of my mobile screen and make sure about my call with the lady I called. I came back to the hotel and asked him any news no one called me or told me what the update is? He told me it is okay now you can check your room; we delivered your room with the extra bed. Now, I have a big note: how come they opened my room without any excuse or asking me first for my permission. I put on the door, do not disturb because we opened our bags, and my wife stuff is out, and I do not allow anyone to enter and break my privacy and see our personal stuff. Let's move to the bed they bring, and this is again indecent to belittle and underestimate the client's mind to bring a baby bed for one or two years age max, and he saw that I have two kids bigger than that. At least he can tell me before deliver this baby bed that this is what we have, or it is a mistake from the lady that she didn't tell you that the free bed is for baby, not bigger kids. I guess that the next day, I should receive from the hotel manager to see why I request him to call or if my issues settled or not, but unfortunately, not happened. Let's move to another bad experience with this five stars hotel. The second day, and afternoon ( after Jomaa prayer ), I took my kids to the swimming pool as I booked the two nights, especially for them, and let them play in the water as we make our vacation in a Coastal town. So, after 10 minutes from entering the swimming pool, we found that the decent five starts hotel rent the pool to external trainers and every trainer bring his trainees with him for one hour so, we get out directly from the pool as no space for my kids to play in the pool after one hour passed and we are waiting for finishing their class to let my kids play again we found another trainer and enter the pool again with other trainees. This is unbelievable and a catastrophe situation that five starts. The hotel's swimming pool should be for the hotel's guests not to rent it and kick out the hotel guests outside. ( of course, I do not want to hear that no one told you to get out our kicked us out from the pool, this is literally the meaning of full the pool with non-guest and what you should expect from us unless leave the pool for them. I need my full money back as you make my kid's vacation useless. Let's move to another bad experience with this five stars hotel. The restaurant, the people work on, never knows how to deal with the customer as well. No smile, no welcoming. In the two days we stayed in the hotel, they start to remove the food and cleaning the restaurant before we leave and there are a couple of guests still sitting and taking their breakfast. This is impoliteness, and they do not know how hospitality is!! I guess that is enough for two days stay. I found the hotel a charming place and with excellent furniture. Still, unfortunately, the hotel staff needs to get immediate courses and training on how to deal with the guests, and what is the services should a five start hotel present to their customers. Especially if the guests are loyal to the brand. as I have a lot of offers and much cheaper than that hotel but I have loyalty for the Accor hotels, and even if I found it a little bit higher I choose them

Our stay was God and relaxing. We arrived after a long road trip and stayed one night. The room is clean and quite and the breakfast a variety of selections.

The breakfast needs improvement. The breakfast was the worst experience.

For Many year I’m visiting this hotel, this visit was after Long time but still seen those same old shower and same breakfast.

Struggling reception and could not solve my problem and insist that I must re pay again for breakfast which was paid with original reservation!!

Received numerous calls to my room, one at 23:00hrs that woke my children up, from the front desk regarding the payment of my room. I had already previously explained how my room had been paid. Also took 20 minutes to check out in the morning whilst I had to go through everything again. Very poor service! Don’t think I will book with this hotel again!