Mercure Hotel (Hangzhou West Lake)

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.

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.

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.

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.

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 .

Hotel is generally clean and comfortable. Breakfast is good . Location easy to access tourist spots.

Service from staff were great. Would have enjoyed our stay even more if the room can take in a table to put our stuff.

Recommended hotel in town

An amazing hotel here very clean very nice staff I would highly recommend.