メルキュール ダナン フレンチ ビレッジ バナ ヒルズ (Mercure Danang French Village Bana Hills)

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**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

We stayed Mecure 1 night to have early access to the Golden Bridge. The staff were very professional and courteous. We enjoyed the premium access to the cable cars to transport our family and luggage to the top. There was a Mercure team to welcome us, from our Grab until we settled in our room. It was nice to experience Bana Hills in the evening with less crowds but keep in mind many of the attractions close by 5pm. We booked family room, we wished there was a closed bathroom. It was a bit awkward with the limited privacy. Also although there was air conditioning, the room was hot. We could not adjust the temperature. For a hotel of this caliber, we’d hope to have a more comfortable sleep, as well as little body lotion, hair conditioner and a working hair dryer. When we left, our Mecure valet helped us with our luggage to our cable car but unfortunately that’s where the good service ended. When we arrived at the bottom, we were struggled and rushed to take our luggage out of the moving cable car. There was no Mecure team to direct us to the same reception at the bottom of Bana Hills. Instead, we were left to make the long trek to the parking lot area to call our Grab transport. This was a horrible experience given that we had to lug our many suitcases a very long way. We do not know why Mecure did not ensure its guests a proper departure as they did their original greeting. The added stress and having to navigate to our transport tainted our otherwise positive experience.

Nice, clean room. Staff is very helpful. Breakfast is excellent.

Staff are lovely at the hotel, breakfast had lots of variety but quality is sub-par. Other buffets are also ok - I would take my own food next time. The slots for early cable car to the golden bridge are timed, every half hour between 6-730am. Lots of photo opportunities, beautiful place overall.

The check in experience was atrocious! I’ve never had such a long winded check in ever. I’d booked one room for an adult and 17yo, and was told that the child price was to 12 yo and forced me to pay an extra 350000d, when the hotels.com policy said children were counted as adults anyway. I input 17 yo when booking. On complaint, I was told they’d refund me, but yet to see the refund.

It’s a great property on such altitude. Due to heavy rush it’s not possible too for staff to give quality attention to each guest.

Staff are unable to manage the crowd and they need some training on hospitality management.

Very disappointing.

When you’re arriving to the hotel , after getting off the cable car, there was no one to assist with bags. We had to wheel many luggage’s from the cable car to the lobby. The path had some cobblestone so this was a little tough. Especially since we didn’t know where to go right away.

Stayed two nights what a mistake very expensive for Vietnam. They charge a high price with almost no amenities. Food is not good and way over priced for Vietnam. Service almost none existent you are held hostage in the property once park closes around 6pm till it opens the next day 6-7 am. They over charge you for everything water,food,etc. what I found pretty ridiculous from the start at checking you pay for cable car access to the hotel which is at the top of the mountain after being booked at the hotel so if you don’t pay you can’t get there pretty scamming if you ask me. I never go back. The park is impressive and worth a day visit maybe a one night stay once.