Grand Mercure Dubai City

Formal Demand for Full Refund – Severe Service Failure and Unlawful Guest Treatment Dear Management, Following my previous correspondence, this email constitutes a formal and final demand for a full refund of all accommodation charges related to our stay at Grand Mercure Dubai City between 2 and 7 February. I would like to state clearly that we are highly experienced international travelers and have stayed in numerous hotels across many countries. This is the first time we have ever experienced a situation of this seriousness, involving both severe service failure and unlawful treatment of guests. During our stay, the hotel failed to provide the service that was sold and paid for, as well as the minimum standards of safety, hygiene, and guest dignity required under international hospitality standards: Room 119 was rendered unusable due to serious flooding caused by a drainage failure. Room 210 suffered from active water leakage from the toilet ceiling, making the WC completely unusable. Our personal belongings were damaged due to these conditions. Most critically, we were subjected to unlawful pressure involving our passports, including threats regarding their return, which constitutes a serious violation of fundamental guest rights. It must be emphasized that withholding or using a passport as leverage is indefensible and unlawful, and we are fully aware of the legal implications of such actions under UAE regulations and international consumer and hospitality laws. Given the above, the accommodation service provided was clearly defective and unfit for purpose. Under these circumstances, there is no legal or ethical basis to refuse a full refund, as the contracted service was not delivered. Accordingly, we formally demand: A full refund of all accommodation fees paid, Written confirmation of the refund amount and the processing timeline, That all further communication be conducted strictly in writing via email for record and legal clarity. Please note that should this matter not be resolved promptly and professionally, we are fully prepared to escalate the issue through Accor Group’s global complaint mechanisms, relevant tourism and consumer protection authorities, and international public review platforms. We trust that Accor will handle this matter with the seriousness it warrants and look forward to your written response. Sincerely,Özlem Makas KoçhanSerkan KoçhanStay dates: 2–7 FebruaryRooms: *119 / 210

I had a very comfortable stay at the hotel. Thanks to Menuka, our room was always fresh, clean, and well-maintained. Truly professional service.

Housekeeping service deserves special recognition. Menuka did a fantastic job ensuring all amenities were replenished and the room remained spotless. Highly appreciated!

Unfortunately, my experience at this hotel was very disappointing after the staff was changed. The level of cleanliness has noticeably declined, and the rooms and facilities are no longer maintained as they used to be. The hotel manager, Danish, was not cooperative when feedback was provided, and complaints were not taken seriously. In addition, the receptionist’s attitude was unprofessional and inappropriate. I expected a much better standard for the price paid, but the experience was disappointing. I do not recommend staying at this hotel until management, cleanliness, and customer service are improved.

It is winderful hotel and very nice staff, i feel happy staying in the hotel, very good housekeeping especially Mr. Olawole who supported me during my stay with big smile