Mercure Hotel (Hangzhou West Lake)

Location is ok. Nearest MTR is around 1km away. Hotel is reasonably priced.

Location is great. Staff are friendly and helpful. Breakfast is good.

Nice service, friendly staff & clean space. I left a clothing item and the staff helped to send it to my address free of charge!

I recently had the pleasure of staying with my family, and I must say, it was an outstanding experience. The hotel's commitment to accessibility, exceptional staff, and cultural values truly impressed us. *Wheelchair Friendly:* The hotel's infrastructure is thoughtfully designed to accommodate guests with mobility needs. The ramps, elevators, and room amenities ensured seamless navigation for my father, who uses a wheelchair. The accessible room was spacious, well-equipped, and meticulously maintained. *Staff: Friendly and Helpful* The housekeeping staffs went above and beyond to make our stay comfortable. When my father accidentally created a mess in the room, the housekeeping team promptly responded with kindness and efficiency. Their warm smiles and willingness to help were genuinely comforting. *Respect for Elders:* What struck me most was the hotel's inherent culture of respecting older adults. From the gentle assistance offered by staff to the thoughtful amenities provided, it was clear that they value and honor its senior guests. This attitude permeated every aspect of our stay, making my father feel valued and cared for.

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.