Grand Mercure Phuket Patong

I booked this hotel 9 months prior to our holiday in August 26. I did a lot of research and their advertising sold me. I sent several emails and even called the hotel prior to our arrival. They didn’t understand that we were paid Accor explorer members. No welcome gift on arrival, no discounts until one staff member finally understood and rectified the issue on one of our last days and refunded some of the charges. We were a group and all booked pool access rooms. On the phone from home we were told that our rooms would be close together, and I even mentioned the room number that I would like or at least be near (quiet, sunny side, away from children’s area, privacy, soft bed was a must but mostly all of us near each other). It was awful from arrival. Staff were nice and kind enough but my pool access room 112 was nowhere near the room I requested or my family, my son and friends or where I was assured my room would be. It was facing the children’s area and on the worst side. It was very damp. Every night I slept in wet pajamas. All my clothes were damp. The bed was as hard as the floor (housekeeping manager who is brilliant did her absolute best to help after I complained to front of house). The hotel is near a water treatment plant. Rats were regularly seen running around the hotel and the mosquitos are so bad that you are given complimentary mosquito spray at breakfast if you request. The location is brilliant, the restaurant, bars and food are really good. The staff are mostly wonderful. I sent emails and I called over months with just a few requests and I was assured that those requests would be honoured. They gave me room 113 initially. They also gave us the opposite of anything we requested. It felt a bit personal to be honest. I had a cold, shady, damp room with a very hard bed, facing a children’s water park area and not near my friends or family. My explorer perks were not honoured initially. We didn’t see many, if any Australians at this hotel. Guests were mostly Indian while we were were there. We didn’t feel welcome at all.

The mocktail mojito at the bubbles restaurant was AMAZING! Tonkla did a really great job at showcasing the drink and his service was exceptional.