Grand Mercure Lampung

The staff were helpful and always greeted me warmly, and breakfast had a good range of choices. I stayed for a few days and had a great experience: my room was spacious, very clean, and well maintained. The location made it easy to explore the city. I'd definitely come back and recommend it. 🔥🔥

The room was spacious and clean, but there were a few issues during my one-night Sunday-to-Monday stay. When my husband and I went to use the fitness room, its air conditioning hadn't been turned on. We understood since nobody else was there, but the lobby AC was off too, and on Monday morning the restaurant was hot because its air conditioning was off. Breakfast was average, and the omelet wasn't made as requested. I picked this hotel as an Accor member because it was near my destination and was one of the newest in Lampung, officially opened in 2023. It's in the area's tallest and most noticeable building, visible even when landing by plane. There's an unopened mall underneath, so check-in is on the fifth floor. The bathroom door had no lock, and the amenities were sparse: a toothbrush, razor, and shower cap. The room came with two complimentary mineral water bottles. When I asked for more, I was told there'd be a charge. At other five-star hotels I've stayed in, guests can usually ask for extra bottles free. They eventually gave me more after I mentioned I was an Accor member.

The hotel is quite new and clean, but getting to the lobby was confusing and difficult, especially with my 77-year-old mother and 80-year-old father, who need special assistance and access. We stayed one night as a family, in two Deluxe View Rooms. I had to park at Grand Lampung Mall, unload our luggage, and go up to the fifth-floor lobby. There are three separate lift systems. The hotel lift from the lobby goes straight to floor five; the mall lift takes you from the basement to the building's ground floor. From there, you need the lift immediately in front of the receptionist desk, not the one behind it, which doesn't operate from that floor. After check-in, a third lift system takes you to your room. So the trip from basement to check-in to room involves all three systems. The differences between the lifts aren't obvious, and the staff seemed to have trouble explaining the layout. I spent several minutes trying to find the right route among the escalators, too. The lifts were crowded during waking hours, and I once waited more than five minutes. Please add more signs to direct visitors to the lobby. Reception would only give us one room key card. I needed a second so I could check on my parents regularly, but they required an additional IDR 300k deposit. That's a ridiculous policy for a five-star hotel. An extra card should be complimentary as part of a comfortable guest experience. Management should fix this and provide additional room key cards free. The room amenities were also very limited for a five-star hotel. We got only two coffee sachets and one tea sachet. The bathroom had two toothpastes, a shower cap, and one sanitary bag, with no lotion or other extra amenities like five-star hotels usually provide. Management should check the day-to-day service themselves to make sure staff are giving guests their best.

We had a memorable stay. The hotel was clean, the room had a beautiful view, and the lobby had lovely festive decorations. The staff were helpful, and after we told them one of us had a birthday, they brought us a cake. Such a warm, lovely gesture. thq