**Terrible stay — chaotic, uncomfortable, badly managed and completely unsuitable for families with babies**
We stayed at Mercure Danang from 26th to 28th June, and the experience was extremely disappointing from start to finish. This was one of the most frustrating hotel stays we have had, especially while travelling with an 8-month-old baby.
The check-in process was chaotic and badly managed. When making the booking, it is not clearly communicated that guests may be allocated to any of the hotels around Ba Na Hills. On arrival, check-in was being handled from one hotel with only two desks, despite a huge crowd. There were at least 50 people packed into a small reception lobby, with no proper system, no clear guidance and no sense of order. It was stressful, confusing and completely unacceptable.
After check-in, we had to struggle to find a bellboy to take us to our designated hotel and room. To make matters worse, the hotel we were placed in — the one with the Rhone Spa — had no functional reception or front desk. This meant that even for basic issues, we had to keep going back and forth or call the main reception.
The room itself was very basic and uncomfortable. Shockingly, there was no proper air-conditioning, and even the fan speed could not be changed. During the daytime, the room became extremely hot. My 8-month-old baby had a terrible time and cried for hours because of the heat. After repeated requests, a fan was eventually sent
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