Grand Mercure Dubai City

We found the rooms spacious very clean and provided all facilities needed. Most of staff friendly, welcoming, helpful and spoke good English. Only issue was at breakfast and dinner we found all hot foods in buffet either just luke warm or cold. This made our meal times less enjoyable especially at dinner when we were paying for this service.

As a Diamond Accor member, I expected the high level of service, respect, and hospitality that the Accor brand is known for. Unfortunately, my experience at Grand Mercure Hotel was the exact opposite — extremely disappointing from start to finish. I had a fully paid and confirmed 10-day reservation, yet the front desk kept calling me repeatedly to pay, claiming it was not paid ( good thing i had all receipts with me, as it was not the fist time). After multiple interruptions and confusion, they just say oh “sorry,” the experience had already become frustrating and stressful. The reception team and duty manager, Mostafa Mounir, were uncooperative, cold, and dismissive. Instead of showing empathy or professionalism, I was asked to leave his office when I tried to calmly explain the issue — which was shocking, especially for a loyal Diamond guest. Adding to the disappointment, I was surprised to find that this Accor property doesn’t even have a lounge for members to use their benefits. On top of that, I was charged for an ice bucket and even for empty glasses, which is completely unacceptable and embarrassing for a five-star international brand. Even basic requests like getting ice became an issue — the staff made me feel like I was asking for too much. Every step of my stay felt like a struggle instead of a pleasant experience. I have stayed in many Accor hotels worldwide and always felt valued, but this stay made me seriously question the standards of Grand Mercure and how it represents the Accor name. I truly hope Accor management investigates this hotel’s service quality and ensures no loyal member has to experience such disrespect and disappointment again.

Good hotel with comfy rooms. Food variety and taste are great! WiFi accessible everywhere even at the basement parking. Reception is always busy, probably required more staff as mostly one person only. Receptionist Khuram needs more training skills, as he never smiles and not customer oriented! Concierge team are very helpful: Richard, Colings all of them! Thanks to Mouaz for arrangements and efforts for our team stay. Laundry service supplier to be improved as delays are affecting our schedule.

Thanks for Ahmed Mabrouk who is an outstanding Front Office Supervisor at Mercure Hotel. His exceptional leadership skills, attention to detail, and warm hospitality have significantly enhanced the guests' experiences. His dedication to teamwork, excellent communication skills, have earned him the respect of guests . Ahmed's passion for delivering exceptional service and his commitment to the hotel's success are truly commendable.

Excellent hotel layover Dubai airport easy access Mix up on arrival no room at ibis booked however Morris had a solution sent me next door to get a new booking Staff are a credit to the Accor brand Lin at front desk was amazing had me upgrade for the inconvenience into a beautiful apartment style room The facilities are great pool was a welcome cool off on a hot Dubai day Also had meal in restaurant very nice curry Thai style dish However must be honest in hindsight and in future will book this wonderful establishment The customer service is 5 Star very helpful and friendly displaying outstanding customer service The convenience store accriss road was good to pick up snacks and the shuttle to airport was a real bonus