Mercure Hotel (Hangzhou West Lake)

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.

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

Recommended hotel in town

The staffs were very nice and the room has everything that was needed. Will definitely come back again if i visit hangzhou!

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!!!

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.

Fantastic hotel and wonderful staff, specially Dong Wang, he has amazing computer skills. I will come back again.

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!

The staff are very friendly and very helpful. Very patient and polite we we felt very well taken care of. Even the security guard are very helpful. They give us supper vouchers when we are hungry at 10 pm. Very attentive to every single request or comments we make.  The only thing I hope they can improve is the ceiling can be taller in the room and the toilet can be a bit more quiet. But everything else is good.