Mercure Danang French Village Bana Hills 4 stars

Customer review rating 4.2/5 2,500 reviews
Mercure Danang French Village Bana Hills
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+ 25 Services

Hotel extras

  • Accessible by cable car only to hotel in 25 minutes. Operation time from 7am - 9pm daily

  • Accessible to Theme Park, Retails Shop, Golden Bridge, Linh Ung Pogoda, Temples, Flower Garden

  • Near by Bana Hills Golf Club

  • Free access to Golden Bridge

  • Promotion for cable car ticket at VND 450,000/adult. It is subject to change yearly

Services in the hotel and nearby

Check-in from 14h00

Check out up to 10h30

Paying

Services and practical information
  • Online check-in
  • WIFI/Internet Access
  • Parking
  • Accessibility for people with reduced mobility
  • Services for children
  • 100% non-smoking hotel
  • Air conditioned
  • DA NANGPaying
  • Languages spoken at the hotel
  • Reception open 24 hours a day
  • Cable CarPaying
  • Dry cleaning / IroningPaying
  • Gift shop/newspaper shop
  • Concierge
Leisure and activities
  • Swimming pool
  • Fitness centre
  • Well-being
  • Services for children
Catering
  • Breakfast
  • 5 restaurant(s)
  • 6 bar(s)
  • Room service
Business services
  • 3 meeting room(s)
  • Conventions hotel
  • Self service business centre
  • Copy/print service available
Information message

Kindly be informed that our reception at Toc Tien station will be temporary closed from August to November 2019 for renovation. We apologize for the inconvenience and appreciate your kind understanding. More information please contact h8488-re@accor.com

Hotel location

Mercure Danang French Village Bana Hills

An Son
Hoa Son Commune
Hoa Vang District

danang
viet nam

Check-in from 14h00

Check out up to 10h30

  • By plane

    DA NANG At 46km / 28.58 miles - Shuttle paying

  • By train

    DA NANG RAILWAY At 25km / 15.53 miles

GPS :16.001724, 107.997646

Your meetings and events

From the moment you and your guests step into our French Village, you'll realize you have arrived at a unique hotel like nowhere else in Asia. Ours is thoughtfully designed in a Gothic architecture style from 19th century.Our hotel consists of 7 buildings named for famous cities in France. Attentive staff members are ready to greet guests with warm smiles. Come for a visit to enjoy great natural landscape surrounding us.Mercure Danang French Village Bana Hills has one of the most unique locations and will definitely make your event distinguished and unforgettable.

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  • Convert different units of measurement and make organising your events easier.

General equipment

  • Screen

  • Flipchart

  • Soundproof

  • Audio and video equipment

  • WIFI access

  • Syndicate rooms

  • Airconditioned meeting room

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When organizing your meeting, the hotel will be happy to discuss the availability of its facilities and services with you.

Our accommodations

Mercure Danang French Village Bana Hills offers 470 rooms in nine categories: Standard, Superior, Deluxe, Duplex Suite, Executive Suite, Family Suite, Family Superior, Royal Suite and Bunks. Every room is designed in French colonial character blending elegant interiors and views of the surrounding French Village. All in-room equipment is state of the art, ensuring a comfortable and enjoyable stay.

Accessible room

Standard room with King Size Bed

  • Max. number of persons: 2
  • Area: From 22
  • Wireless internet in your room
  • High speed internet
  • Free in Room Mineral Water
  • Business Desk
  • Bathroom products(...)

Standard room with Twin Beds

  • Max. number of persons: 2
  • Area: From 22
  • Wireless internet in your room
  • High speed internet
  • Free in Room Mineral Water
  • Business Desk
  • Bathroom products(...)

Superior room with King Size Bed

  • Max. number of persons: 3
  • Area: From 25
  • Views: Mountain view, Hills view *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Free in Room Mineral Water
  • Business Desk
  • Bathroom products(...)

Superior room with Twin Beds

  • Max. number of persons: 3
  • Area: From 25
  • Views: Mountain view, Hills view *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Free in Room Mineral Water
  • Business Desk
  • Bathroom products(...)

Deluxe room with King Size Bed

  • Max. number of persons: 3
  • Area: From 28
  • Views: Courtyard side, Hills view *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Free in Room Mineral Water
  • Business Desk
  • Bathroom products(...)

Deluxe room with Twin Beds

  • Max. number of persons: 3
  • Area: From 28
  • Views: Courtyard side, Hills view *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Free in Room Mineral Water
  • Business Desk
  • Bathroom products(...)

Family Superior with 1 King bed and 1 Bunk Bed

  • Max. number of persons: 6
  • Area: From 25
  • Views: Courtyard side, Hills view *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Free in Room Mineral Water
  • Business Desk
  • Bathroom products(...)

Family Bunks with 4 bunk beds

  • Max. number of persons: 6
  • Area: From 30
  • Views: Courtyard side, Hills view *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Free in Room Mineral Water
  • Business Desk
  • Bathroom products(...)

Family Deluxe with 1 King size bed and 1 Single bed

  • Max. number of persons: 5
  • Area: From 28
  • Business Desk

Executive Suite with King Bed

  • Max. number of persons: 4
  • Area: From 46
  • Wireless internet in your room
  • High speed internet
  • Free in Room Mineral Water
  • Business Desk
  • Bathroom products(...)

Duplex Suite with 1 King bed

  • Max. number of persons: 4
  • Area: From 40
  • Business Desk
  • Bathroom products
  • Bathrobe

Family Suite with King Bed and Twin Beds

  • Max. number of persons: 6
  • Area: From 80
  • Wireless internet in your room
  • High speed internet
  • Free in Room Mineral Water
  • Business Desk
  • Bathroom products(...)

Our restaurants and bars

LA CRIQUE

Type of cuisine: International

La Crique is our local "modern market", serving up sumptuous breakfast, lunch and dinner buffets everyday. A huge variety of fruits, cheese, meats and tantalizing pastries, La Crique is a perfect spot to satisfy your hunger.

Lunch

  • Mon
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  • Sat
  • Sun

Dinner

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L'Étable

Type of cuisine: French

When East meets West in a unique concept of cooking. Boasting French countryside village design, L'Etable indoor restaurant exclusively offers superb traditional French and Vietnamese cuisines for lunch and dinner in family style.

Lunch

09:00 - 16:00

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Dinner

16:00 - 22:00

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Roi Tapas

Type of cuisine: International

Roi Tapas offers a selection of French, Vietnamese and Korean food and snacks for indoor or outdoor seats depending on the weather. Latino live music is available every day.

La Côte d'Azur

Type of cuisine: Mediterranean

Located next to Hôtel de Nice, La Cote d'Azur features Mediterranean and Asian buffet.

Avigon

Type of cuisine: International

When buffet comes alive. Our local 'modern market' serves up sumptuous breakfast, lunch and dinner buffets everyday with more than 80 selective dishes.

Le Troquet du Coin

Photo non contractuelle / Strictly non binding

The coffee shop is designed in French style promising to bring you an amazing French experience at Bana Hills.

Café La Terrasse

Photo non contractuelle / Strictly non binding

Café La Terrasse is a terrace coffee featuring open spaces. At Café La Terrasse, you can take a cup of coffee while immersing yourself in the refreshing outdoor atmosphere at a romantic corner of French Village.

Café Le Terroir

Photo non contractuelle / Strictly non binding

Café La Terrasse is a terrace coffee featuring open spaces. At café La Terrasse, you can take a cup of coffee while immersing yourself in the refreshing outdoor atmosphere at a romantic corner of French Village.

Le Grenier Lounge

Photo non contractuelle / Strictly non binding

Spend your time here with your mates to enjoy a cup of coffee, play billiard, chess or enrich your knowledge with more than 300 Vietnamese books at Le Grenier Lounge.

CAFÉ POSTAL

Photo non contractuelle / Strictly non binding

Designed as a modern French bar, this is a superb place to relax during the day. Modern and Contemporary art adorns the walls, brick and wood make up the color palate. Enjoy a wide range of international wines, gourmet coffees and upmarket snacks menu.

Lunch

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Dinner

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

LA TAVERNE

Photo non contractuelle / Strictly non binding

La Taverne Bar is a cozy wood and stone tavern cellar taking inspiration from the European classical wine cellar in 19th century. The European pub offers a large selection of beers and snacks.

Lunch

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Dinner

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Our guest reviews for
Mercure Danang French Village Bana Hills

100% genuine reviews from our guests

Find out more

ALL Rating 4.2/5

2,500 reviews

tripadvisor

TripAdvisor Rating 4.0/5

776 reviews

Quiet and peaceful vacation

Customer review rating 4.2/5

S. Couples - 18/03/2020 Confirmed reviews ALL

The hotel room was decorated in medieval style. Staff were friendly and helpful. The weather here is beautiful. I came in 2018 August and it was the same cool temperate weather. Due to covid 19, we had a peaceful holiday. There’s no need to wait for photo spots.

Well located

Customer review rating 4.2/5

Rain Families - 04/03/2020 Confirmed reviews ALL

My family like france village but toilet in france village not good for us.

Dear vacharaporn d., We very much appreciate your comments regarding your stay at the Mercure Danang French Village Bana Hills. I am happy to hear that you enjoyed a comfortable stay with us. I will share your comments with all staff and I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Best regards Jessie

wonderful stay

Customer review rating 4.2/5

Tramy P. Families - 03/03/2020 Confirmed reviews ALL

Everything is awesome. except one thing was when I checked in at down hill reception which was super crowded and had to wait so long and that made us tired.

Dear My Tra P., We very much appreciate your comments regarding your stay at the Mercure Danang French Village Bana Hills. I am happy to hear that you enjoyed a comfortable stay with us. I will share your comments with all staff and I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Best regards Guest Experience Manager

good stay

Customer review rating 4.2/5

Kaorin Families - 02/03/2020 Confirmed reviews ALL

tried to call many times to the hotel about transportation however, nobody pick up the phone. the only one staff at the reception so took a while to checkin but upgraded to duplex room. friendly staff at the restaurant. the price of the stay is a bit expensive and check out time 10:30 is too short for the price. had to wait for a cable car to go down. hotel guest should have priority.

Dear Kaoru O., Firstly my apologies in the late reply to your feedback. We very much appreciate your comments regarding your stay at the Mercure Danang French Village Bana Hills. It is always a pleasure to receive feedback which I will share with my team. I am sure that this feedback will continue to encourage our team to seek improvement and identify ways we can make our guests stay more enjoyable. Thank you for sharing your experience, and we hope you have the opportunity to visit us again. Best regards Guest Experience Manager

View and location.

Customer review rating 4.2/5

Anonymous Friends - 29/02/2020 Confirmed reviews ALL

We has great time to stay at mercure danang we will back just one thing the bell boy at cable car doesn't helpful not enough information to the guest also restaurant so confused location.

romantic place

Customer review rating 4.2/5

Woravalun Couples - 27/02/2020 Confirmed reviews ALL

my room is located on the instruction site and they start to work early in the morning. The overall place is supurb but your room look like too cheap so I think it concern your accor concept. I love your beer corner outside the building but I think your bar is not attractive for me, it looks too boring when I am sitting there.

Dear woravalun s., We very much appreciate your comments regarding your stay at the Mercure Danang French Village Bana Hills. I am happy to hear that you enjoyed a comfortable stay with us. I will share your comments with all staff and I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Best regards Guest Experience Manager

nice room (inside), but disappointed to surrounding

Customer review rating 4.2/5

Ss Friends - 24/02/2020 Confirmed reviews ALL

Fake advertising photo! I booked directly to all.accor.com because I prefer the room with long corridor, which can't find in other travel agents. But actual room (corridor) isn't the same as advertising photo. This embarrassing behavior shouldn't be in accor website.

Dear Supaporn S., Firstly my apologies in the late reply to your feedback. We very much appreciate your comments regarding your stay at the Mercure Danang French Village Bana Hills. It is always a pleasure to receive feedback which I will share with my team. I am sure that this feedback will continue to encourage our team to seek improvement and identify ways we can make our guests stay more enjoyable. Thank you for sharing your experience, and we hope you have the opportunity to visit us again. Best regards Guest Experience Manager

Mercure on Bana hills is not just hotel, it's the experience.

Customer review rating 4.2/5

Mongkol Couples - 19/02/2020 Confirmed reviews ALL

Perfect!! 1 point reduced from Room view but understand that is about room type. View of the room is likely storehouse area.

Dear Mongkol S., We very much appreciate your comments regarding your stay at the Mercure Danang French Village Bana Hills. I am happy to hear that you enjoyed a comfortable stay with us. I will share your comments with all staff and I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Best regards Guest Experience Manager

Perfect

Customer review rating 4.2/5

Panik Couples - 12/02/2020 Confirmed reviews ALL

Recommended to staying in Banahill. Expensive but worthy to pay. In night time before 10.00pm the building will turn on the light so it's very beautiful both day and night time.

Dear Panik S., We very much appreciate your comments regarding your stay at the Mercure Danang French Village Bana Hills. I am happy to hear that you enjoyed a comfortable stay with us. I will share your comments with all staff and I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Best, Guest Experience Manager

good stay

Customer review rating 4.2/5

Veena A. Friends - 11/02/2020 Confirmed reviews ALL

Nice hotel and friendly staffs

Dear Veena A., We very much appreciate your comments regarding your stay at the Mercure Danang French Village Bana Hills. I am happy to hear that you enjoyed a comfortable stay with us. I will share your comments with all staff and I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Best regards Guest Experience Manager

Amazing location, definitely will visit again!

Customer review rating 4.2/5

Sandra Families - 08/02/2020 Confirmed reviews ALL

The views and surroundings of the Mercure BaNa Hills were breathtaking and we had an amazing experience. The room was clean and tidy. The staff was also very nice and the customer service was quite good. Great offerings including the pool, restaurants, and buffet breakfast was very satisfying.

Dear Sandra C., We very much appreciate your comments regarding your stay at the Mercure Danang French Village Bana Hills. I am happy to hear that you enjoyed a comfortable stay with us. I will share your comments with all staff and I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Best regard Guest Experience Manager

Still amazing even after 2 trips!

TripAdvisor rating 4.0/5

60luni 25/01/2020 TripAdvisor review

The place was fantastic on our first time in 2018, it's even better now... The design, upkeep, lighting, landscaping and new attractions made it even more fun and memorable the 2nd time around. Service is top-notch Accor level. It could be because of our membership status, but we really appreciated the personal touch of Sarah, Stephen and Rose throughout our stay. Highly recommended to anyone visiting Da Nang, Vietnam or Southeast Asia! :)

Dear 60luni, Thank you for your Loyalty! We very much appreciate your comments regarding your stay at the Mercure Danang French Village Bana Hills. It is always a pleasure to receive feedback which I will share with my team. I am sure that this feedback will continue to encourage our team to seek improvement and identify ways we can make our guests stay enjoyable. Thank you for sharing your experience, and we hope you have the opportunity to visit us again. Guest Experience Manager

touristy, staff have had enough.

Customer review rating 4.2/5

Christine L. Families - 23/01/2020 Confirmed reviews ALL

hotel bed was very comfortable, spacious bathrooms, altho’ room itself was like living in a cave- but ok for 1 night. huge problem with check-in at the bottom of the cable car where we had to buy tix to go up- huge queue and severely under-staffed. waited for 30mins yet i had already checked in online and was supposedly “accor plus priority”. people jumping queues- awful experience. staff at hotel were generally not friendly- they have had enough of tourists.

Dear Christine L., Firstly my apologies in the late reply to your feedback. We very much appreciate your comments regarding your stay at the Mercure Danang French Village Bana Hills. It is always a pleasure to receive feedback which I will share with my team. I am sure that this feedback will continue to encourage our team to seek improvement and identify ways we can make our guests stay more enjoyable. Thank you for sharing your experience, and we hope you have the opportunity to visit us again. Best regards Guest Experience Manager

well spent weekend

Customer review rating 4.2/5

Roan Couples - 16/01/2020 Confirmed reviews ALL

we had a great experience. the employees are helpful and friendly. our room was nice and clean. the smell of the hotel is very good even in the hallway and elevator. we enjoyed the free arcade and beautiful sceneries. the golden bridge is a must see. we'll definitely come back again.

Dear Christine r., We very much appreciate your comments regarding your stay at the Mercure Danang French Village Bana Hills. I am happy to hear that you enjoyed a comfortable stay with us. I will share your comments with all staff and I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Best regards Guest Relation Manager

A lovely experience

Customer review rating 4.2/5

Yan Couples - 14/01/2020 Confirmed reviews ALL

The service is great and the staff is very friendly. Highly recommend for travelers would like to stay more time on Bana Hills. We love the facilities provided by the hotel such as the free table tennis play room. By staying at Mercure Bana hills, we were be able to enjoy the French-style castle at night quietly after the tourists went down. The only thing that needs to be improved is the response time of the customer service when some items are not working in the room. I had to wait for more than 30 minutes to have someone to get our hair dryer fixed on the night when we stayed there.

Dear Yan L., We very much appreciate your comments regarding your stay at the Mercure Danang French Village Bana Hills. I am happy to hear that you enjoyed a comfortable stay with us. I will share your comments with all staff and I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Best regard Guest Experience Manager

It is a wonderful stay at Mercure Da Nang French village Ba Na Hills

Customer review rating 4.2/5

Doan N. Families - 12/01/2020 Confirmed reviews ALL

The room is spacious and well-decorated. Beds are very comfortable. We have a King-sized bed for my parents and a spacious bunk-bed for me and my niece. There is a heater in the room that creates a warm condition for us to have a good sleep throughout the whole night. Staying on the top of Ba Na Hills in French village is fantastic as we could enjoy fresh and cold temperature at night and early morning with French melody. Overall, we truly had a good time together and we will definitely come back and stay at Mercure French village Ba Na Hills again. Many thanks for good services the hotel has offered to us.

Dear Doan N. Thuy Khanh, We very much appreciate your comments regarding your stay at the Mercure Danang French Village Bana Hills. I am happy to hear that you enjoyed a comfortable stay with us. I will share your comments with all staff and I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Best regards Guest Experience Manager

Beautiful place

Customer review rating 4.2/5

Visarat P. Couples - 08/01/2020 Confirmed reviews ALL

It's was our honeymoon trip. Room is beyond expectation. Most of all, all staff, in every position, are full of service mind.

Dear Visarat P., We very much appreciate your comments regarding your stay at the Mercure Danang French Village Bana Hills. I am happy to hear that you enjoyed a comfortable stay with us. I will share your comments with all staff and I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Best regard, Guest Experience Manager

Not the Mercure Quality we expected

Customer review rating 4.2/5

Weiliang Families - 07/01/2020 Confirmed reviews ALL

Dear French Village Hotel, We booked 2 rooms (8509, 8510) and stayed for from 4th to 5th January 2020. Unfortunately, the experience was an absolute nightmare for the 4 of us, and it is one of the worst hotel stay experience we have ever encountered. The experience was worst than other 2 stars hotels. Before I elaborate further, allow me to emphasize that we are non-demanding customers. The basic thing we expect from a hotel is simply (1) knowing where the hotel is, & (2) able to easily make our way to the hotel. =========== Now let me elaborate on what happened: 1. From Da Nang City, we booked a taxi and told the taxi to bring us to the Ba Na Hills cable car station. The taxi brought us to central bus/taxi terminal & told us this is the alighting point. At this central bus/taxi terminal, we are confused on how to get to the cable car station. Do we have to lug our luggage and walk all the way to the cable car station? There are no Mercure Hotels signboard at the central bus/taxi terminal. There are no hotel staff at the terminal to ferry us to the cable car station. We need someone to assist us with all our luggages. At the terminal, we asked around, but no one was able to assist us. Ultimately, we saw a "Sunworld" bus & we took the ride, but there was no one to open the bus luggage compartment for us! In the end we have to carry our heavy luggages up the squeezy bus steps and jam the bus passenger aisle with our luggages. 2. At the sunworld entrance, there were no signages to tell us where Mercure hotel guests should go to. There were many cable car lines, and we are unsure which to go to. To make things worst, it was only 4pm+ but yet there were no customer service officers at the customer service counter for us to enquire. 3. We then tried enquiring with the officers who donned "sunworld" uniforms. In total, we asked 5 officers "How do we get to Mercure hotel?" The ridiculous reply we received was that they didn't even know the existence of Mercure Hotel in Sunworld! 4. At this point, we are left with only one last option, which is calling the Mercure Hotel. But to our dismay, finding the contact number on the webpage is very difficult. 5. When we did find the contact number, all 4 of us made multiple calls to the hotel but nobody picked up our calls! We continued dialing the phone number, racking up expensive overseas phone charges in the process, before our phone was luckily picked up by a Mercure hotel officer. On the phone, the lady explained that there is a VIP reception for Mercure hotel guests at the sunworld entrance. I explained to her that there are no Mercure Hotel signage, and she kindly arranged for a golf caddy to shuttle us to the reception counter. 6. At the reception, all 4 of us were shocked that we need to carry our luggages up the stairs and escalators to the cable car station! The typical luggage is ~ 15kg range, and it is physically taxing for us to carry up the stairs and escalators. 7. We explained the situation to the Reception officer, but she only managed to arrange for ONE service officer to assist us with the 4 x 15kg luggages. It is impossible for ONE service officer to carry 4 large luggages up the stairs and escalators. So we had to carry some luggages ourselves. 8. To make things worst, some escalators were not functioning! We have to handcarry the heavy luggages up the escalators! We don't blame the customer service officer who had helped us with carrying the luggages. Instead, the blame falls squarely on the facilities maintenance team & the route designing team. My wife's leg was injured in the process of carrying our luggages up the flight of stairs and escalators. 9. By the time we reached the cable car platform, the mood of all 4 of us were severely foul. 10. When the cable car reached the top of the mountain, it is time for us to make our way to the hotel reception. Unfortunately again, we have to hand carry the heavy luggages across stairs again. 11. When we finally reached our room, I was shocked that the chiller in my room 8509 was not chill at all. There were also no cold drinks to quench our tirenesss. =============== What should be done? 1. At the bus/taxi terminal, there should be clear signages and instructions for how hotel guests could get to the hotel with the luggages & how hotel guests can call the hotel to schedule a pickup to the cable car reception. 2. Within Sunworld entrance itself, there should be plenty of signages at every corner to let the guests know where the hotel reception is. 3. As long as the cable car station is operating, there should be Sunworld staff at the customer service counters. The customer service counter should not be vacant during operating hours. 4. Conduct a mass briefing for ALL staff at the Sunworld entrance to inform them (1) Mercure Hotel exists at the top of the mountain & (2) the location of the Mercure Hotel reception counter. 5. Make a dedicated Mercure Hotel counter in front of the Sunworld entrance. 6. On Mercure hotel website, the contact number should be prominently placed in the front page & not buried in the menus. Insert a map entry on the front page so that guests know how to find the reception. 7. Create a google maps listing for the mercury hotel reception at sunworld entrance. This is so that when we check google maps, we can find the hotel reception. =============== In my past stays at other Mercure hotels, the hotel reception staff were smiling, and looked happy. However, I realized that the staff at the Mercure hotel Cable Car station reception were not smiling, and they looked unhappy. But I think the staff were unhappy because they have been scolded by guests everyday. I must emphasize again that we don’t blame the reception staff, because the overall problem is with the overarching processes design. The poor design of the overarching processes led to the reception staff being the receiving end of guests’ scoldings. The customer service officer in charge of carrying luggages is also in an unpleasant situation, as he alone would need to carry multiple ~15kg luggages up the stairs and escalators. The Mercure brand is synonymous with quality, and which is why guests such as us are willing to pay a premium for quality stay with you. But given what I wrote above, I believe my claim of my stay at the Mercure hotel to fall below that of a 2 star hotel is justified & the amount we paid for the hotel stay is grossly unjustified. The amount we paid can easily get us a stay at a 5 star hotel in Da Nang. The glaring faults in the process design is a real jaw dropper for the Mercure brand. These faults should have been easily identified and rectified long ago by the experienced Mercure Management team. In my entire life thus far, never ever did I have problem with finding a hotel, and I definitely did not have such a tiring and frustrating experience getting to my hotel. The Sunworld is supposed to be a happy place, but the frustration and unhappiness we had for (1) finding the hotel (2) finding a customer service officer to handle our enquiry (3) trouble getting through the phone line, will forever be etched in our memories as the worst hotel experience in our lives. And we will never be able to get back the 2 hours time we wasted (8 hours in total for 4 of us) at the Sunworld entrance finding the Mercure Hotel reception.

Dear weiliang p., Thank you for taking the time to tell us about your experience at the Mercure Danang French Village Bana Hills. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Guest Experience Manager

Poor service during Breakfast

TripAdvisor rating 4.0/5

wpromayon Family - 02/01/2020 TripAdvisor review

I give poor service for the waitress during Breakfast on Dec 25. The time for breakfast was not finished yet (09.30), but she tried to push and rush me out of the table. And reply to me that I can not order the exclusive coffee drink as I deserve that Privilege. (VIP Zone).

Dear wpromayon, Please accept my sincere apologize for this case and i will definitely make an investigate regarding to this case. This situation had been report directly to our Director so that it will be handle promptly. We are shorted in this case to let you in to this situation. Please feel free to let us know if you would like to have any support for in room breakfast in case wake up late for breakfast next time. We are happy to make it happen for your most comfortable stay. Thank you for sharing your experience to us! Thank you for your Loyalty! Best regards Guest Experience Manager

French Village was great but the Mecure hotel could do better...

TripAdvisor rating 4.0/5

muncheongl Family - 01/01/2020 TripAdvisor review

The French Village was amazing despite the rainy weather causing us to miss the Golden Bridge. But guess Mercure hotel which I am a member to (Accor) could have done better. I booked the hotel in November, so was expecting some price hike which it did. But we were very disappointed that the hotel had been too stringent in not offering the perks for a running promotion for twin room to my family room despite the more expensive room charge. In addition, we asked for a nice view for our rooms prior to booking, but the hotel did not clarify about the renovation works nor the balcony facing a small street with little to scene to enjoy. I asked for harder bed due to my back problem and was only given the empty promise that it would be looked into but to disappointment on visiting the room. Saving grace, the reception staff had been very helpful and Sarah who arranged our booking kindly walked us to the room giving some introduction and explanations. On checking out, Elenore also helped and led us through the confusing cable car queues in the rainy weather which was very much appreciated by our family.

Dear muncheongl, Warmest greeting from Mercure Danang French Village Bana Hills! Thank you for your candid comment about our Hotel during your stay with us. On behalf of Mercure Danang French Village Bana Hills Management Team please accept my sincerely apology. We had a chance to served you but i'm sorry that we did not meet your expectation by this time. Regarding to room stay, please kindly understand that we had chose the best available room for VIP guest, specially as an Accor member. As the hotel is build in the style of a French Village, we hope that you can feel the inspire of the small village, peaceful and relaxing, difference from the big city with lights and music. I'I am glad to see that the problem was resolved by the team but feeling your scoring is very tough as the rest seems to be fine overall. Sahra and House Keeping team had made up the bed for your comfortable finally, as a 4 star Hotel, at the moment we have only one choice for the bed, we could look for more option in the near future for the best convenience for guest. Thank you for your empathy for the weather condition which is causing the inconvenience to your trip. I hope that I can convince you to change your mind about another visit to our property. If you would be willing to give us a chance to turn your experience around. It would be such a pleasure to personally welcome you back to our new and improved hotel! Best regards Guest Experience Manager
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