No.3 Zhonghe North Road, Gongshu District, Hangzhou, Zhejiang, ChinaView Hotel Details
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Mercure Hotel (Hangzhou West Lake) Guest Reviews
4.7/5
Outstanding
2434 review
To ensure the authenticity of the displayed ratings, we do not simply calculate an average. Instead, we take into account the review credibility and the date of the guest's stay to determine the final rating.
Verified reviews
Location4.7
Amenities4.7
Service4.8
Cleanliness4.7
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All reviews(2434)
Positive reviews(2395)
Reviews with photos/video(224)
Classy environment(231)
Delicious breakfast(228)
Friendly front desk staff(223)
Easy to get around(127)
Would stay again(85)
Lift was OK(20)
Secluded lake view(18)
Negative reviews(39)
Guest User
Standard Double Room
Stayed in Sep 2024
Family
2 review
2.7/5
Posted on Sep 22, 2024
Hotel was very profit driven and compromised deeply on customer satisfaction . An additional request such as placing my family in adjacent room required a top up as they insisted to move us to a more expensive suite, which was unprecedented in all previous hotel stayed in. Other hotels would gladly upgrade us for free without asking for additional $.
Second, each room required a separate mainland phone line which again was a frivolous charge. No other hotel required a phone number to register, let alone additional charge for using the same phone number for 2 different rooms. To them, they saw customer as a means to extract as much profit as possible.
Cleanliness was passable for a 4* hotel but the soap and shampoo bottle smelled stale. Room was cramped, even after paying for a more expensive room. But, room services were good as the attendant and robot brought items up promptly upon request.
In conclusion, there were better hotels at the same or cheaper rate, so I would not consider Mercure in the future.
Response from Property: I'm very sorry that we couldn't provide you with the perfect service. If you have any questions during your stay, please let us know and we will do our best to meet your needs. Looking forward to having a different experience next time to make up for this regret.
Anonymous User
Superior Room (2 beds)
Stayed in Sep 2024
Family
14 review
3.5/5
Posted on Sep 22, 2024
Breakfast was lousy, nothing much to eat. Room is small and the wall is dusty despite it being just cleaned before we checked in. Need to wait very long for hot water at the basin tap in the morning. Bathing area water pressure is not strong enough. Staff at concierge makes us pay more for adjacent rooms and did not offer free upgrade unlike other hotels. Only good point about the hotel is we can request for free items such as mosquito repellent and eye masks, and they are delivered by the robot. If the items are not available, there is no follow up from the staff. There is smart toilet bowl. Location is near railway station but not near train station.
Response from Property: Dear guest, thank you for your review of the hotel! We deeply regret your experience during your stay at the hotel. Your valuable feedback is very important to us, and we will inform the relevant departments to improve the quality of our services. If you come here next time, we hope you can book this hotel again and give us a chance to apologize. Looking forward to visiting again!
Anonymous User
Standard Double Room
Stayed in May 2024
Solo travellers
1 review
2.2/5
Posted on May 26, 2024
The time I entered the first assigned room there's a strong trash odor right outside the room, there was an odor of trash so strong that I had to request for change of room (which i dont usually do). Staff explained and insisted that was smell of antiseptics even I expressed my disagreement, there's no way that I can't tell the difference. Anyways the staff assigned me another room on different floor, there was black shoe print mark on bedsheet (which i only discovered at night but I didn't bother to request room change again). Also upon plugging in the ironer that hotel provided me, the electricity in the whole room tripped that I had to call hotel staff and electrician to fix it. Further, staffs who make up room made great noise around 10am in the hallway that woke me up. In general both rooms maintenance were below average, there was spider net and marks on wall as well. The staffs were nice and sent complimentary fruits as apology but that doesn't change the fact that this hotel's hygiene is below average.
Response from Property: Dear guest, first of all, thank you for informing us of the issues you encountered during your stay at this hotel. Unfortunately, we were unable to meet your expectations. Please allow us to express our sincerest apologies to you. The elevator issue you reported has been reported to the engineering department, and it will be promptly repaired and reported for rectification. I hope to bring you a good stay experience next time.
ljjj
Superior Room (2 beds)
Stayed in May 2024
Travel with friends
2 review
4.0/5
Very Good
Posted on Jun 8, 2024
Room: The room is quite okay, not too small but not too big. We can open two 24-inch suitcases in the room.
Air Conditioning: The air conditioning is the central type. You can adjust the fan, but the temperature doesn't seem adjustable. At first, we had to wait quite a long time to feel the cold air.
Amenities: Every day, they refill two bottles of mineral water for us. They also provide new slippers, a toothbrush, toothpaste, and shampoo daily. Towels can also be changed every day. There are about 4-5 sockets in the room. The sockets are designed for international use, so you can use them without a universal adapter. We found out on the day we checked out that the drinks inside the fridge were free of charge (there was a sticker on the fridge stating this), but it was too late for us to enjoy them. You should check this before consuming any items.
Shower and toilet: The toilet and bathing area are separated. The water pressure is strong, but there is only one hook inside the shower room, and it is quite high up (which might not be convenient if you want to bring your clothes inside to change). The toilet is a smart toilet with different functions like auto flush. However, the doors for the toilet and bathing area are semi-transparent (you can see inside, though not clearly). If you are staying with someone you are not familiar with, it might be awkward. Refer to the attached pictures for the toilet and shower area. Between the toilet and shower, they also use the same semi-transparent glass. Please take note if you are concerned about this issue.
Breakfast: The room we booked included breakfast. The breakfast options are quite varied, from Asian to Western styles. However, there is a peak period during the morning breakfast hours when you might not find seats. Check with the reception about the breakfast peak period so you can avoid it and enjoy your breakfast.
Transport: Although the metro seems quite near, it still takes about 15 minutes to walk to the hotel (we're not sure if we took the wrong exit or if there is a better option).
Laundry: They offer a free laundry service. You can use the washing machines and dryers for free. There are three washing machines and three dryers.
WiFi: They provide free WiFi, but if you don't have a local (China) phone number, you won't be able to connect to it. However, you can get help from the reception; they can assist you in connecting to the WiFi.
Response from Property: For Xiaomei, positive feedback is like a bright light, constantly guiding her towards higher standards. Xiaomei will also constantly improve herself, allowing you to have a different experience every time
Teofilo
Standard Double Room
Stayed in Sep 2024
Business travellers
6 review
4.5/5
Great
Posted on Sep 28, 2024
Ideal place if you are planning to be around downtown. Decent cost- effective option , nearby a really tasteful fruit market ! Gym is at the top , so you can see the city and traffic while working out .
Aw
Superior Room (2 beds)
Stayed in Mar 2024
Solo travellers
5 review
4.0/5
Very Good
Posted on Mar 12, 2024
Hotel is generally clean and comfortable. Breakfast is good . Location easy to access tourist spots.
Response from Property: We are very sorry that we could not give you a perfect service. If you have any questions during your stay, please let us know and we will do our best to meet your needs. I hope you will have a different experience next time to make up for this regret.
Guest User
Superior Room (2 beds)
Stayed in Jul 2024
Couples
6 review
4.5/5
Great
Posted on Jul 25, 2024
Service from staff were great. Would have enjoyed our stay even more if the room can take in a table to put our stuff.
Response from Property: Visitors from all over the world are like a family. We treat every guest as our own family, and we look forward to seeing you back home again at the West Lake Lakefront Residence in Hangzhou.
Anonymous User
Superior Room (2 beds)
Stayed in May 2024
Couples
6 review
4.7/5
Amazing
Posted on May 26, 2024
Recommended hotel in town
6/9
Response from Property: We always believe that good word-of-mouth is always recommended by customers based on their sincere satisfaction. At the same time, we are honored to provide you with the most thoughtful service and comfortable environment. We look forward to your next 5-star review~
Guest User
Standard Double Room
Stayed in Jun 2024
Family
2 review
4.0/5
Very Good
Posted on Jun 30, 2024
The staff upgrade my room . Staff are friendly. The room is clean and comfortable but the hotel is slightly far from west lake and subway fengqi station .
Response from Property: The summer breeze brings a refreshing fragrance to my face, like a gentle rain falling on my heart. It feels so sweet. Looking forward to the next 5-star review!
Guest User
Standard Double Room
Stayed in Jun 2024
Solo travellers
2 review
5.0/5
Outstanding
Posted on Jun 28, 2024
The location is great, close to everything. The room is big and clean. I will stay there again next time.
Response from Property: Thank you for your recongnition of our hotel.Welcome to your next stay.
zyyyyyyyyyy
Superior Double Room
Stayed in Dec 2023
Couples
17 review
5.0/5
Outstanding
Posted on Dec 26, 2023
The staffs were very nice and the room has everything that was needed.
Will definitely come back again if i visit hangzhou!
Response from Property: hank you for your recognition, we will continue to work hard~
Carrie Dellinnocenti
Standard Double Room
Stayed in Dec 2023
Other
5 review
2.5/5
Posted on Dec 17, 2023
None the staff at front desk speaks English. The check in process is long and tedious because they want to check the immigration stamp but we told them there is no stamp, now everything is finger print. No body gets it, they use phone to translate. It is ridiculously awkward. I don’t like the elevators and the hallway. Also the hotel hallway smell urine. The room is smaller than I thought and the outside view is not impressive. Plus there is a huge temperature difference in the winter season, the hotel heater is centralized and very hot and not adjustable during the day when it is nice and warm outside. You can’t do anything for your room temperature…they gave you a fan!!!
Response from Property: Dear guest, hello. We deeply apologize for any unpleasant experience you may have during your stay at the hotel. We attach great importance to the situation you have reported and have arranged employee training as soon as possible to standardize the check-in process. We have also strengthened room hygiene inspections. Finally, I sincerely apologize for the air conditioning issue you mentioned. Due to the changing weather in Hangzhou, Xiaomei also operates hot air conditioning according to unified standards. We apologize for any inconvenience caused. For your next stay, please inform the front desk in advance to arrange a room facing the street view to bring you cool air。
Edwin
Superior Double Room
Stayed in May 2024
Family
1 review
4.0/5
Very Good
Posted on May 29, 2024
Front desk staffs were very helpful and nice. However, was a lil disappointed with the supper as there’s not much food. Might be cuz of high expectations as we went to another Mecure in Chengdu which have lots of food and even free ice cream and afternoon tea everyday.
Response from Property: Thank you for your suggestions on our hotel.We will aiso provide feedback to relevant departments for rectification.Looking forward to your next stay.
Guest User
Standard Double Room
Stayed in May 2024
Travel with friends
1 review
5.0/5
Outstanding
Posted on May 28, 2024
Fantastic hotel and wonderful staff, specially Dong Wang, he has amazing computer skills. I will come back again.
Response from Property: Thank you dor your recognition of our hotel,and we look forward to seeing you stay at our hotel again.
Guest User
Superior Room (2 beds)
Stayed in Nov 2023
Family
10 review
4.0/5
Very Good
Posted on Nov 23, 2023
Hotel service and Morning breakfast is perfect and nice. Room design is nice too and shower facilities. Except room is quite dusty and found a mini cockroach after opening window for wind ventilation due to cold season. Here provides bus tour to attraction places too! Very convenience and time saving too!
Response from Property: Dear guests, it's a pity that Xiaomei didn't give you a satisfactory stay experience. Regarding your feedback, Xiaomei will actively implement it, strengthen training and improve the deficiencies. Thank you for telling me and wish you a happy life.