Mercure Hangzhou West Lake 4 stars

It was a lovely stay for me and my wife, we loved “Xiaomei” the robot delivering our order to our door, advance technology and cuteness at the same time, hotel is very clean and well presented with lovely reception staff who greets you every time you walk past them, room is small but very comfortable to stay in with big tv, nice aircon and advance toilet system. Would stay in this hotel again next time I visit Hangzhou, but I do hope there are more benefits for Accor internal staff such as breakfast.

Expensive Breakfast with nothing to eat. Worst BREAKFAST EXPERIENCE EVER. Shame.

The Breakfast was Horrible. It says Egg station but the guy could make only fried eggs , I asked for Omelet, he says no. Definitely not staying here again. The day before I also stopped for lunch around 2 pm, the menu was limited .. and many things were not available. Room is fine, just horrible place for F&B.

This is my second stay in this hotel. Conveniently located. Neat and tidy room. Pleasant staff (special mention: a male supervisor (?) who asked me during check out whether I need a bottle of water due to high outside temperature. This is high quality service and it is highly likely that customers will stay in your hotel again next time!). Quality of breakfast also deserves a compliment (it would be perfect if seating can be better arranged without sofas and chairs placed back-to back and too close).

We booked 3 times in this hotel in July and are satisfied with our stay. Overall experience at check-in has been excellent and conceirge was helpful to store our luggages in between. Complemntary drinks and cookies at reception was nice. Room is spacious and housekeeping neat and tidy. Breakfast time is somewhat busy and certain food were not replenish fast enough.

My room was small (I think it was the smallest room type) but it was comfortable. Everything in my room seemed brand new. My room had a remote controlled toilet. You can easily walk to West Lake from the hotel – it’s literally around the corner and down one road. It’s easy to find your way back to as the hotel is located directly next to an elevated highway. The double windows does a good job of shutting out the traffic noise. The staff were friendly and helpful. Special thanks to Ruby (reservation manager). She was most helpful and spoke English quite well. The robot is also friendly LOL – yes, they have a robot which delivers your food delivery order to your door. It’s the cutest experience. The hotel has a gym on the top floor which give you a bit of a view of West Lake. It’s a bit hard to find your way to the gym the first time though. The hotel also has a laundry room with one washing machine and one tumble drying along with detergent and fabric softener – all free to use by hotel guests. That was a big help for me. I had one item sent to the hotel’s laundry service which arrive back to me later than quoted and it was still wet. I had to travel to Shanghai with this we clothes. ☹

My wife and I stayed overnight at the hotel, after staying 4 nights at Huangshan, before our flight home. We opted for the West Lake view and paid extra for the upgrade to the higher floor. We did not realize then that there is no balcony, just a distant view! On arrival, after a short wait, we were surprised that our reservation in the computer system did not include breakfast, besides the confusion over the cost of stay (and payment upfront). We were delighted with the affable Holly, who, not only can converse well, came forward to clarify and rescue the duty manager. We were enthused over her zeal, care, and concern over the misunderstanding and the given bedroom, and took great length to accommodate us, after noticing our disappointment with the encounter. For an hour wait, we were given a room two floors higher, with a slightly better ambience, although we found out later that the toilet door cannot close properly (or be repaired) and the shower pressure is low for the higher floors. Holly was again there to render assistance, together with the technicians, when we faced difficulty in operating the television, which, unfortunately, has limited channels and programmes in English, and most of the programmes classified as VIP(?). Later on in the evening, Holly was ringing at our bedroom door, with an open bottle of Mercure hotel red wine (two third full), which she painfully sought from F&B for us to savour, following the earlier encounter with the wine dispenser at the reception, which was faulty and could not discharge the free glass of wine! It is the people that make the organization, and Holly made a big difference to our stay at the hotel, with her enthusiasm, patience, and willingness to render assistance to the guests, including providing suggestions to places to dine and the local favourites to order. The hotel is compact, clean, and contemporary. The king bed mattress was firm and perfect for a good night sleep, which we relished. Overall, we were pleased with the overnight stay, although there is room for improvement to render better services to guests and members.

Room was fine, but only Chinese TV channel are available. Didn’t realised final payment for the room was 10% extra than the amount stated during booking.

The staff was friendly, 2-3 receptionist spoke english and were trying to help with directions etc. Value for money definitely, and rooms were clean and modern.

the most impressed is the view of westlake. wonderful scene, wonderful stay.

The staffs are very friendly and helpful, is modern type of room and the bed very comfortable. Despite it just near to the busy highway, the soundproof is very good, I barely hear any noise. Location is pretty strategy not far from west lake, shopping mall etc The nearest subway station is approximately 8 minutes away.

Always courteous and helpful. In particular helping to get taxi everyday and find out how to go to Shaoxing by high speed rail.

i like Mercure Xixi hotel in Hangzhou more than this one

1. Windows cannot be sealed. Main road nearby made these rooms full of traffic noise. 2. Receptionist ask us to pay more for a window sealed room. 3. After back to Beijing, I found a bottle of my perfume (The One, D&G) has been left in the room. The hotel didn't call to inform me. While I called to check, and the feedback is not found in my room. Really problematic cleaning service. PS. Although I like the good location, comfy bed and the nice shower, I guess I will go back to IHG or SPG next time just to be safe.

I have to say I thought I would have a very good experience based on my previous one, but in fact I'm really not happy, especially for the reception called Taylor without smile and even a bit impatient. At the very beginning, she can't find my reservation quickly, and then she told me I can only get a very lower floor room and near the road, that would be a noisy night. But I can get a better floor room and upgrade this time if I pay for a membership card for Huazhu Group. Ok, let's say, CNY 49.00 is really not expensive for room upgrade, and of course I can get 8% discount next time, but I'm really not happy...You can tell me I can get the room upgrade if I pay another CNY 49.00, maybe that would be another story.