Mercure Hotels in Da Nang

The service wasn’t great and we didn’t receive any directions to our hotel when arriving at the main check in desk and walked around aimlessly in the rain past different hotels until we finally found ours as couldn’t find anyone working to ask. The room wasn’t very nice and the walls looked dirty and in need of a good clean and repaint. The windows were leaking badly and there was mould and damp all around the inside of the window frame. Also on checkout we were asked to wait at the reception for 10 minutes while they checked our room to make sure we hadn’t left anything. But after 15 minutes had past nobody came to advise us we could go, even though we were waiting patiently in front of the reception desk. So I returned to the queue to wait patiently until I spoke to the same receptionist again who seemed to have forgotten me completely and asked me for my room number again, even though I’d only just handed my keycard back to her 20 minutes earlier. She then finally told me I could leave after asking if I’d returned an umbrella to reception which I hadn’t even used in the first place! I needed to leave quickly as had a taxi waiting for me at the main reception area, but the lack of customer care and unnecessary waiting around to check out wasn’t a good experience considering the high cost for the 2 night stay. I wish my experience had been better at Ba Na Hills as the place is very beautiful. But the hotel quality and the service really needs attention and an overhaul, as I’ve honestly stayed in better 2 star hotels. I would like to return to Ban Na Hills again but definitely would look at booking into a different hotel next time.