Dear Ms. Mira, Greetings from Mercure Serpong Alam Sutera! Thank you for taking the time to write a review. We apologize that the service you received was inconvenient and felt difficult. Your feedback is very important to us, and we will share it with our entire team to use in our evaluation process so that we can provide even friendlier, warmer, and more professional service in the future. We hope to welcome you again and provide you with a better stay. Sincerely, Jessica Uckermann, General Manager