Mercure Koh Chang Hideaway 4 stars

We love to stay in your hotel, but I would like to suggest for you to recheck your facilities to make the stay unforgettable. We stayed in the pool villa and our room the AC didn't work even changed to the new one, the AC's capacity does not match with the room size so the room very hot during the day but will be cool at night. And also, the water heater in the room didn't work

Unfortunately, my experience did not meet expectations. I had specifically booked a room with a private pool, but on the day of check-in, the pool was filled with insects. Initially, I thought it was due to the weather, but it became clear that the pool had not been properly cleaned for quite some time. Interestingly, the pool did not get dirtier in the following days despite continued bad weather, which confirmed that it hadn’t been maintained properly. The jacuzzi was also unclean, and I even found a dead cockroach in it. I did not use the jacuzzi at all during my stay because of this. Additionally, the hot and cold water in the shower area was inconsistent—it would suddenly become extremely hot or turn cold, which was particularly challenging and unsafe for my 2-year-old son. Another disappointing point was housekeeping. Plates with unconsumed food were left outside my room for two days. Even though my room was on DND during that period, I expected the staff to check and remove the plates, but nothing was done. Another issue was with a special request I had made well in advance via email. I had asked for the room to be decorated on 3rd May for my wife’s birthday, but the decoration was done on 1st May instead, which completely spoiled my surprise plan. On a positive note, the room itself was very clean, spacious, and the bed was extremely comfortable. The front desk team was also very friendly and approachable, which I truly appreciated. Overall, I feel that the property did not live up to its standards, particularly in terms of pool and jacuzzi cleanliness, and shower water consistency. I hope the management addresses these issues so future guests have a better experience.

Very nice location, Hotel very clean, Fantastic swimming pool, excellent breakfast. Room was also very clean and very nice. The only item that needs attention is the fact that there were no Electrical outlet on both sides of the bed so for a couple, there is no way to keep Phone on charger next to you. Also, no electrical outlet in Bathroom (for hair dryer etc).

I chose and stayed at Mercure Koh Chang Hideaway for 3 days and 2 nights from 16–18 April for my vacation trip. I selected this hotel because it is part of the Accor group which I trust, and because it offers a private beach with a pleasant surrounding atmosphere. For this trip, I booked a Standard Room with one king-size bed (non-smoking) via Accor website. As it was during a festival period, the hotel was quite busy, so I waited comfortably in the air-conditioned Business Centre until check-in time. Upon entering the room, my first impression was that it was lovely, cosy, and not too small room. I really liked it. However, as soon as I stepped in, I noticed the floor was wet and very sticky. There were also clumps of hair in several areas in front of the bathroom, on the dressing table, and on the bedside table. This was quite concerning, as it did not appear to be ordinary hair. I called reception to request slippers (the staff member was not Thai) and asked if someone preferably not housekeeping could come up to inspect the room as it was clearly not clean. After waiting 15 minutes with no response, I went down to the check-in counter myself and showed them photos. The staff’s reaction made it clear that this was not acceptable, and they seemed genuinely surprised by the extent of the issue. A staff member named Khun Poey (I may have the position wrong my apologies if so), who appeared to be a senior team member, apologised promptly and offered to move me to another room with an upgrade, as the same room type was not yet ready. The alternative room offered was a villa, which was significantly larger in fact, too large for me and somewhat lonely. As I had already booked snorkeling on 17th April, I knew I would not be spending much time in the room anyway. I truly appreciated the generous upgrade offer, but I preferred the original room. I therefore requested that housekeeping clean it again properly. I returned to wait in the Business Centre, where I was provided with a welcome drink, cookies, and a complimentary Starbucks beverage voucher with a thoughtful gesture that made me feel much better and showed that the hotel took action. To be clear, my intention in raising this issue was not to obtain an upgrade, but rather to highlight the importance of maintaining higher cleanliness standards. Overall, I was very impressed with the service. The beachfront bar was excellent great atmosphere, delicious food, attentive staff, beautiful views, and a lovely swimming pool. I would certainly return in the future, and next time I would like to try a pool access room.

Overall, our stay did not fully meet expectations for a family trip, though we recognize and appreciate the efforts made by the hotel staff. We booked a three‑night stay from 11–14 April, as this was our family’s first visit to Koh Chang. We chose Mercure Koh Chang with the expectation of a relaxing and family‑friendly holiday. The check‑in process was smooth and efficient, and we appreciated receiving an upgrade to the next room category as part of our Platinum membership. Initially, we were satisfied with the assigned Deluxe Ocean View room (1520). The room size was appropriate for our family, and the bathtub was particularly enjoyable for our 3.5‑year‑old son. After approximately three hours of using the air conditioner, however, we noticed that it was not functioning effectively. The room temperature remained very warm, around 39°C, despite the thermostat being set to 17°C. Upon informing the front desk, the team responded promptly and sent maintenance to assist. Although the situation improved slightly, the air conditioning was still not operating as expected. The hotel kindly offered to move us to another room. Unfortunately, this coincided with our pre‑arranged dinner plans and our children’s bedtime routine, making it difficult to relocate at that moment. We therefore chose to remain in the room and hoped the situation would improve overnight. We were grateful to the Front Manager, Khun Jo, for his attentiveness and for providing an electric fan to help improve comfort. Later that evening, we experienced unexpected noise disturbance. Between 9:00–10:00 PM, we initially assumed the noise was coming from nearby establishments and accepted it, considering the festive period. However, the noise continued until 2:30 AM. Upon checking from the balcony, we realized it originated from karaoke in a neighboring room. We contacted reception, and while the volume was reduced, the noise continued until nearly 4:00 AM. This made it difficult for our family, especially with young children, to rest adequately. The following day, 12 April, we raised our concerns with the front office. We were later informed that the noise was due to a private party and that it would occur again that evening. As we were traveling with a 10‑month‑old infant and a 3.5‑year‑old toddler, we felt it would be more suitable to move to a quieter area of the hotel. Accordingly, we agreed to change rooms and were reassigned to Room 1534, which was noticeably quieter. We hoped this would allow us to enjoy the remainder of our stay. Unfortunately, on 13 April, we encountered another issue related to water piping maintenance in the area. We were not informed in advance that this would affect our room. The wash basin was temporarily unusable, and the shower water appeared discolored with dark residue, which raised concerns. At that stage, as we were checking out the following day, we preferred not to move rooms again. We contacted reception to request maintenance assistance and decided to manage the situation as best as possible. We would like to acknowledge the politeness, responsiveness, and genuine efforts of the staff, which we truly appreciate. However, the combination of repeated issues over the course of our stay regrettably impacted our overall experience and the comfort of our family holiday.