Mercure Penang Beach

The view was good, though the rooms felt a bit old. I'd been emailed that my room was upgraded, but reception had no idea and I waited 30 minutes to get a room. They also said breakfast wasn't included, then had to check again to confirm that it was. Bad systems and a poor customer experience.

The location right on the beach gave me the quiet and peace I was looking for, with gorgeous ocean views. The surrounding area was great too, with plenty of shops, restaurants and attractions nearby. I was travelling alone, and on my second visit they had my room ready before check-in. From the moment I arrived, the welcome was warm and check-in was easy. My room was spacious, clean and had everything I needed. Housekeeping kept it fresh and tidy after my long days of sightseeing and shopping. The pool was lovely and well looked after, and the restaurant had lots of choices. Their satay is to die for. Thanks to everyone at the Mercure. My eight nights were flawless, and I'll be back.

I came back to Mercure Penang Beach on 19/2/26 because I'd stayed before and liked the service and rooms. It felt like an easy choice, since I knew and was comfortable with the hotel. I checked in that evening to room 319, booked under my son's name. I'm an All Accor member and asked whether they needed my account details, but was told there was no need because my son made the booking. On 21/2/26 I found bed bugs in my bed. I caught and killed one, took photos and video, and went straight to the front desk at 11pm with the evidence and the squashed bug. They asked me to return to the room while housekeeping was sent up. Housekeeping checked at 23:17hrs and moved me to room 521, where there were ants. The next day, 22/2/26, I spoke with Ms Guna, the Duty Manager, at 10:00am. I told her I'd been moved from a room with bed bugs to one with ants, and showed her another video. She said she'd get back to me later, and moved me in the meantime to a room facing the sea. I said I'd return in the afternoon so we could talk. At 12:55pm on 22/2, I was switched again, this time to a room on the 3rd floor, number 3XX. I was truly disappointed. I like staying at All Accor hotels, but this shattered my image of the group and its hotels. There were no apologies or explanations, just three room changes. Do staff get any training or standards? Then, to my surprise, when I returned at 9:15 pm, there was a fruit platter in my room with a handwritten apology from the duty manager.

The hotel itself was great, with friendly, courteous and helpful receptionists, and I loved the scenery. I stayed from 25 - 27 Nov 2025. The cafe, Ombak, could use some improvement. At high tea on 25 Nov, my heritage set of prawn fritters and tea took 55 minutes to arrive. The next day it came on time, but the outside was overcooked and the inside a little undercooked. I also felt rushed when a waiter brought the bill around 7 pm, even though the cafe stayed open until about 9.45 pm and was empty. It came across as a nudge to leave. Guests should be able to relax and linger without feeling hurried. I hope management improves the service. The hotel, people and scenery are great.