Mercure Hotel (Hangzhou West Lake)

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.

The room is clean. The receptionist is friendly, even though they dont understand english but they really tried to help using translator.

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.

Great location, very close to Westlake. The room is clean and the staff is friendly. Highly recommended.

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.

I would suggest the hotel provide either written or verbal advice to guests who are staying on the higher floors regarding the hot water heater. It’s a bit annoying to wait for water to become hot while standing inside the shower box and not sure what’s wrong with the heater. Despite this little issue, the staff are very helpful, friendly and efficient. It’s a comfortable and value for money hotel. Wouldn’t ask for more.