Mercure Budapest Korona Hotel

Individual seminar task

Várady Mária Magdolna

S1KVU2

Budapest Business School

Faculty of Commerce, Hospitality and Tourism
Marketing Management in Tourism (MAAN0MB06)
Jancsik András
Várady Mária Magdolna, S1KVU2

Contents
About Mercure hotels and Mercure....................................................................................................... 2
Issues ......................................................................................................................................................... 3
Operational Problem Solving: ................................................................................................................ 4
Strategic Suggestions: ............................................................................................................................. 5

About Mercure hotels and Mercure

Mercure hotels are a chain of mid-scale hotels that are part of the Accor Hotels brand. These hotels
are typically targeted toward business and leisure travelers who are looking for comfortable
accommodations, quality services, and amenities at a reasonable price. The value proposition of
Mercure hotels is to provide a comfortable and enjoyable stay for travelers at an affordable price.
The primary consumer segments targeted by the management of Mercure hotels are business
travelers and leisure travelers. Business travelers make up a significant portion of the hotel's
customer base as they are often on the road for work and are looking for comfortable and
convenient accommodation options. Mercure hotels offer amenities and services that cater to the
needs of business travelers such as meeting rooms, business centers, and high-speed internet.
Leisure travelers make up the other major segment of Mercure's customer base. These travelers
are looking for a comfortable and enjoyable stay while on vacation or during a weekend getaway.
Mercure hotels offer amenities and services that cater to the needs of leisure travelers such as
swimming pools, fitness centers, and on-site restaurants.
The Mercure Korona Budapest hotel is located in the heart of Budapest, making it an ideal location
for both business and leisure travelers. The hotel offers comfortable accommodations, quality
services, and amenities at a reasonable price. The hotel's prime location provides easy access to
many of the city's major attractions, making it an ideal choice for leisure travelers. The hotel's
facilities and services are also suitable for business travelers such as business centers, meeting
rooms, and high-speed internet. The hotel's value proposition is to provide a comfortable and
enjoyable stay for travelers at an affordable price while providing the convenience of being located
in the heart of Budapest.
In general, Mercure hotels offer a wide range of amenities and services to meet the needs of both
business and leisure travelers. These hotels typically offer comfortable accommodations, quality
services, and amenities at a reasonable price. The hotels offer amenities such as swimming pools,
fitness centers, and on-site restaurants to cater to the needs of leisure travelers. Business travelers
can make use of amenities such as meeting rooms, business centers, and high-speed internet.
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Mercure hotels also offer additional services to enhance the guest experience. These services
include room service, concierge services, and laundry services. The hotels also offer a mobile app
that allows guests to check-in, check-out, and order room service. Additionally, some hotels offer
smart room controls that allow guests to control the temperature, lighting, and other features of
their rooms with their mobile devices.

Issues
The Mercure Budapest Korona is a mid-scale hotel located in the heart of Budapest. While the
hotel offers comfortable accommodations, quality services, and amenities at a reasonable price, it
has been the subject of several consumer complaints. These complaints can be found on various
review platforms, but in this essay, we are focusing on the ones found on TripAdvisor. These
complaints pertain to several areas of the hotel's operations.
One of the most common complaints about the Mercure Budapest Korona is issues with
cleanliness. Guests have complained about dirty rooms, stained linens, or unsanitary bathrooms.
This can be a major concern for guests as cleanliness is one of the most important factors when it
comes to overall satisfaction with a hotel stay. Guests expect to have a clean and comfortable room
to rest in, and dirty or unsanitary rooms can greatly affect their experience.
Another common complaint is poor customer service. Guests have reported that staff was
unfriendly, unhelpful, or unresponsive to their needs. This can be a major issue as guests expect
to be greeted with a smile and to have their requests and concerns addressed in a timely and
efficient manner. Poor customer service can greatly affect the guests' experience and can lead to
negative reviews and a decrease in repeat business.
Another common issue that guests have raised is related to the hotel's recognition program
for regular customers and the lack of benefits they received for it. Some guests have reported
dissatisfaction with the recognition they received for their status and the lack of benefits they
received for it. This can be a major concern as it can lead to a decrease in repeat business and
loyalty.
One of the most common complaints is with breakfast. Guests have reported dissatisfaction
with the quality and variety of the breakfast. Breakfast is an important part of the guest experience,
and it should be up to par with the guests' expectations.
Lastly, the hotel should take steps to address the noise level in the hotel, either from the
street, maintenance in the hotel, or other guests. This can make it difficult for guests to get a good
night's sleep and affect their overall enjoyment of their stay. The hotel should implement
soundproofing measures in guest rooms, enforce quiet hours, and address any noise issues caused
by maintenance or other guests. Since the hotel is commonly under some form of maintenance,
the hours of that should be regulated as well. Many customers are worried that “maintenance” is
simply an excuse for some facilities being unavailable (e.g. pool) and besides the common noise
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issues. Additionally, despite all the maintenance happening in the hotel, their elevator is very slow,
which can be a major inconvenience for guests.
In conclusion, the Mercure Budapest Korona Hotel has received several complaints about
cleanliness, customer service, and facilities, particularly the breakfast. Other complaints include
issues with the recognition program, maintenance and noise, and slow elevators.

Operational Problem Solving:

The Mercure Budapest Korona Hotel has received several complaints about various aspects of the
hotel's operations. In order to improve the guest experience and increase customer satisfaction, the
hotel should focus on addressing these issues through operational problem-solving.
One of the main areas of concern is cleanliness. Guests have complained about dirty rooms,
stained linens, or unsanitary bathrooms. To address this issue, the hotel should implement strict
cleaning protocols and regular inspections to ensure that guest rooms, common areas, and facilities
are kept clean at all times. The hotel should ensure that the linens and towels are clean and fresh
and that the bathrooms are sanitized and well-stocked with toiletries. The hotel should also invest
in new equipment and supplies to improve the overall cleanliness of the hotel. Additionally, the
hotel should consider providing guests with information on how to reduce their environmental
impact during their stay.
Another area of concern is customer service. Guests have reported that staff was unfriendly,
unhelpful, or unresponsive to their needs. To improve customer service, the hotel should train staff
to be more friendly, helpful, and responsive to guest needs. The hotel staff should be able to
anticipate the needs of guests and be able to assist with any requests or concerns that guests may
have. The hotel should also implement a system for guests to provide feedback and address any
concerns or complaints in a timely manner.
The hotel's facilities, particularly breakfast, have also been a source of complaints. To
improve the facilities, the hotel should invest in upgrading and maintaining its amenities and
facilities, such as the fitness center, business center, or swimming pool. The hotel should also offer
more diverse and personalized services to guests, such as customized meal options or special
requests. The breakfast should be improved by offering more options, fresh products, and more
attention to detail. The quality of food should also be considered to ensure that it is up to par with
the guests' expectations. Additionally, the hotel should consider providing guests with information
on the local public transportation system, or collaborating with local tour operators to offer eco-
friendly tours of the city.
Another area of concern is the noise level in the hotel. Guests have complained about noise
coming from the street, maintenance in the hotel, or other guests. To address this issue, the hotel
should implement soundproofing measures in guest rooms, enforce quiet hours, and address any
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noise issues caused by maintenance or other guests. The hotel should also consider providing
guests with earplugs or white noise machines to help them sleep better.
The hotel's elevators are another area of concern. Guests have complained about the slow
speed and frequent breakdowns. To address this issue, the hotel should ensure that the elevators
are well-maintained and running smoothly. The hotel should also consider upgrading the elevator
system if necessary.
Lastly, guests may also have specific requests or concerns that have not been met by the
hotel, such as room upgrades or special accommodations. To address this issue, the hotel should
be more flexible in catering to the specific requests and concerns of guests. This could include
offering room upgrades or special accommodations for guests with disabilities or special needs.
The hotel should also consider providing more flexible check-in and check-out times to
accommodate guests' travel schedules.
In conclusion, the Mercure Budapest Korona Hotel has several operational issues that need to be
addressed in order to improve the guest experience and increase customer satisfaction. The hotel
should focus on maintaining a high standard of cleanliness throughout the hotel, improving
customer service, upgrading and maintaining its facilities and amenities, addressing the noise level
in the hotel, ensuring that elevators are well-maintained and running smoothly, and being more
flexible in catering to the specific requests and concerns of guests. Additionally, the hotel should
consider providing guests with information on how to reduce their environmental impact during
their stay and collaborate with local tour operators to offer eco-friendly tours. By addressing these
issues, the hotel can enhance the guests' experience and increase customer satisfaction.

Strategic Suggestions:
The Mercure Budapest Korona Hotel has a variety of amenities and services that make it a
convenient and comfortable choice for travelers. However, in order to stay competitive in the
industry and attract a wider range of customers, the hotel could make strategic changes to its target
market and positioning.
One potential strategic change the hotel could make is to focus on targeting business
travelers. The hotel already offers amenities such as a business center, soundproof rooms, and
express check-in/out, which are appealing to business travelers. Additionally, the hotel could
invest in technology such as mobile apps and smart room controls to enhance the guest experience.
The hotel could also offer more flexible check-in and check-out times to accommodate business
travelers' schedules. The hotel could also consider offering a shuttle service to nearby business
districts or convention centers. For example, the hotel could offer a shuttle service to the nearby
business districts or convention centers and provide a dedicated concierge service to assist with
any business-related requests. Moreover, the hotel could offer special rates and packages for
corporate clients, such as special rates for long stays or meeting rooms.
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Another potential strategic change the hotel could make is to focus on targeting eco-
conscious travelers. The hotel could invest in more sustainable and environmentally-friendly
practices such as using energy-efficient lighting and appliances, recycling and using eco-friendly
cleaning products. The hotel could also offer amenities such as electric car charging stations and
bike rentals to appeal to eco-conscious travelers. Additionally, the hotel could offer information
and resources to guests on how they can reduce their environmental impact during their stay. For
example, the hotel could offer information on the local public transportation system, or collaborate
with local tour operators to offer eco-friendly tours of the city.
An additional potential strategic change the hotel could make is to focus on targeting
families. The hotel already offers amenities such as family rooms and facilities for disabled guests,
which are appealing to families. Additionally, the hotel could offer more family-friendly amenities
such as a kids' club or a playground. The hotel could also offer more diverse and personalized
services to families, such as customized meal options or special requests. For example, the hotel
could offer a family package that includes discounted rates, meals, and activities for children. The
hotel could also offer a babysitting service or a kid-friendly menu.
In conclusion, the Mercure Budapest Korona Hotel has a variety of amenities and services that
make it a convenient and comfortable choice for travelers. By focusing on targeting business
travelers, eco-conscious travelers, and families, the hotel can enhance its value proposition and
tailor the amenities and services to the specific needs and preferences of these target segments.
This will improve the guest experience, increase customer satisfaction, and drive repeat business.