James

Review of Mercure Hotel Amsterdam City

First off I want to start out by saying that I am ...

First off I want to start out by saying that I am a returning customer to this hotel simply because of the excellent service I received back in September Valeria and Xiham both did an excellent job and make me feel welcome back in September so when I decided to come back to Amsterdam it was not a hard choice on where I wanted to stay so I came back to this hotel because I knew the type of service I would receive well at least that's what I thought upon arriving Xiahm who I remember from the first visit once again gave me a excellent welcome he explained to me that being a VIP member that I was eligible for the VIP lounge and that their drinks in the refrigerator in the area that I'm more than welcome to as long as they are available I checked in a bit late so there was none in the refrigerator at the time I told him that was fine and that I'll just get one later he also gave me my welcome card along with the two complimentary bar drinks he again explained all the benefits of the hotel and make me feel very welcomed. I'm a customer they always prepay before I get to the hotel simply because I trust the service that I've already gotten at that hotel I Stay in mecure hotels
All over Europe from Paris to London simply because of the service that I received I am a diamond member of the Marriott and a gold member of the Hilton Resort chains but when I'm in Europe I choose to stay and Mercure brands at least I felt this way up until my last night in Amsterdam I walked in the hotel after being out touring the city with my son and we decided to have dinner in the restaurant I forgot to mention that I also rent the scooters whenever I'm at this hotel which make it easy to get around the city now when I did go to rent the scooters the customer performing was turning them back in and when I went to rent them the front desk agent check to scooter and noticed that there wasn't much gas in the scooter which I understand I was really happy to be able to rent both scooters but he did why this way to offer to refund me the amount it cost to refill the scooter which was perfectly okay with me still at this point I feel I had gotten great service after we ate dinner I was about to head back up to my room and I decided to go to the lounge and get my welcome drink when I walked into the VIP area one of the employees which I later found out was the night manager Sergio confronted me in a very rude way saying that this area is for VIP members I explained to him that I am a VIP member and that I was told that when they drink was available in the refrigerator I'm welcome to 1 before I can explain why I didn't get my welcome drink he all but took the drink out of my hand and placed it back in refrigerator I was very embarrassed because there was another guest in the area that Drew attention to the situation at this point I simply went to my room and called for the manager who I found out was actually Sergio so at that point I felt as though I should contact the customer service line to voice my concern I honestly can't say this was the worst part of my vacation it made me feel unvalued as a customer an unwelcome in Amsterdam it was my son first time in Amsterdam so you can imagine his feelings of a place that I told him had the best customer service ever from the airport agents to the Uber drivers to the restaurant servers to even the gas station attendant I have always been treated very well in Amsterdam except by Sergio it is not so much about the drink that I didn't receive but it's more about the delivery of the service and that is true what they say One Bad Apple can spoil the whole bunch and Sergio to me honestly is a Bad Apple I want to thank everyone else at the hotel from Valeria to Xiahim and the agent who Works overnight on the weekend I can't remember his name but he wears glasses these three individuals truly represent the meccure brand
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