Mercure Grand Jebel Hafeet Al Ain Hotel

Very good

Even though the hotel is not that new anymre, it is a lovely place. The staff is super friendly, the breakfast was nice, and the surrounding mountain creates a special atmosphere. Altogether, we had a very pleasant stay.

Hotel was good. We initially booked a deluxe room but gave us a free upgrade to a superior room when we checked in, which was awesome. The room needs some maintenance though, AC control is not working properly, toilet flush is weak, shower is not working properly (we need to put something in the pin to open the shower to keep it going). But these are just minor things, everything was taken over by the great view that we had. Will we come back? Maybe no, once is enough. Just to experience the hotel’s location.

It was a good experience at the property, you can enjoy the weather. Staff specially restaurants are not that friendly.

We had a great stay. The hotel was one of a kind, located on top of the mountail (Jebel Hafeet) and in fact quite fresh - even chilly at night time, in December. (Can't wait to visit it in summertime for a break from the scorching heat of the "lowlands".) I found the staff very (VERY) professional. Ms Thereza and Mr Ali in particular, but also the excellent chef at Belvedere restaurant, the manager and all the staff at breakfast whose name I cannot recall, made it a great stay over Christmas day 2020. (The Christmas dinner and also a quick lunch we had the following day were excellent, quality- and taste-wise; frankly so, for our often too demanding European palate :-).) I had read various negative reviews before coming here, and almost cancelled our booking because of those, but quite honestly, I didn't find a glimpse of a negative experience or a point to raise, asides what cannot be helped: anti-Covid19 measures that made breakfast a race at peak hours (nobody's fault) or the night chill that sometimes prevented us from enjoying our drinks till late on the great balcony at Al Khayma café (still, the staff did their best to accommodate any request we had, any given time.) Same goes for the reception staff at the lobby, and for the room catering staff. We will certainly visit this place again. Two couples and a child, for this matter. From Europe.

We had to leave one day early Breakfast:i feel safe distancing was not followed as the restaurant was fully packed so we decided to skip the breakfast Service: My wife asked if she can go outside to the outdoor and she was told it was closed... to discover the next day it was open hotel: very outdated! We felt a very unease feeling with bug bites! We decided to leave one day earlier although we paid for it.

I am hotels.com gold member, was told I’d get a free upgrade, I did not. Was told the hotel was full, it was not. Was told the pool bar was open, it was not. The staff at the pool and restaurant were the least attentive staff I’ve ever come across. Breakfast served in cramped room with no ventilation. Had to ask to keep the doors open. Extremely high covid risk. Hotel it’s self is dated by 30 years, needs major investment. Apart from the view it’s a terrible hotel.

This hotel is far from the 4 star it says it is. I would say definitely more like 2.5 stars. It is very much dated. Check in was slow, but I think it's because the hotel is very much understaffed. I was not offered any VIP amenities that is mentioned on Expedia either. Our room was large enough for the rollaway we asked for, but we had to remind check in to put it in our room. Also, we wanted two twin beds and were told someone would come separate them for us. This should be done before guests arrive. In our room, we were left two large towels. We went to call housekeeping, but phones do not include extensions, so we dialed 0. We were given one extra large towel and never given the hand towels we asked for (twice). Old towels are given when you check into the pool (we had to wait for someone at the desk, but again, hotel is understaffed). The grounds had lots of trash strewn about (guests are also to blame for this, but also the lack of staffing--the same lady who brought our rollaway was the same that was seen picking up trash at the pool and at breakfast). We did room service for dinner. Had to call after food was delivered to ask for ice (which comes in a big ice bucket without a top and with a spoon) and other missing items. Steak was definitely overcooked even though we asked for medium. For breakfast, we were allowed to sit 5 to the table though social distancing regulations right now should be 4. Very crowded in the area and uncomfortable for me.

The room was clean but a bit run down. There was mould in the grout in the bathroom but the bed and facility’s were very comfortable. There didn’t seem enough staff for the amount of people and many of the facilities were closed or cornered off eg ice cream shop, restaurants, children’s play area.