Mercure Danang French Village Bana Hills 4 stars

The place was fantastic on our first time in 2018, it's even better now... The design, upkeep, lighting, landscaping and new attractions made it even more fun and memorable the 2nd time around. Service is top-notch Accor level. It could be because of our membership status, but we really appreciated the personal touch of Sarah, Stephen and Rose throughout our stay. Highly recommended to anyone visiting Da Nang, Vietnam or Southeast Asia! :)

hotel bed was very comfortable, spacious bathrooms, altho’ room itself was like living in a cave- but ok for 1 night. huge problem with check-in at the bottom of the cable car where we had to buy tix to go up- huge queue and severely under-staffed. waited for 30mins yet i had already checked in online and was supposedly “accor plus priority”. people jumping queues- awful experience. staff at hotel were generally not friendly- they have had enough of tourists.

we had a great experience. the employees are helpful and friendly. our room was nice and clean. the smell of the hotel is very good even in the hallway and elevator. we enjoyed the free arcade and beautiful sceneries. the golden bridge is a must see. we'll definitely come back again.

The service is great and the staff is very friendly. Highly recommend for travelers would like to stay more time on Bana Hills. We love the facilities provided by the hotel such as the free table tennis play room. By staying at Mercure Bana hills, we were be able to enjoy the French-style castle at night quietly after the tourists went down. The only thing that needs to be improved is the response time of the customer service when some items are not working in the room. I had to wait for more than 30 minutes to have someone to get our hair dryer fixed on the night when we stayed there.

The room is spacious and well-decorated. Beds are very comfortable. We have a King-sized bed for my parents and a spacious bunk-bed for me and my niece. There is a heater in the room that creates a warm condition for us to have a good sleep throughout the whole night. Staying on the top of Ba Na Hills in French village is fantastic as we could enjoy fresh and cold temperature at night and early morning with French melody. Overall, we truly had a good time together and we will definitely come back and stay at Mercure French village Ba Na Hills again. Many thanks for good services the hotel has offered to us.

It's was our honeymoon trip. Room is beyond expectation. Most of all, all staff, in every position, are full of service mind.

Dear French Village Hotel, We booked 2 rooms (8509, 8510) and stayed for from 4th to 5th January 2020. Unfortunately, the experience was an absolute nightmare for the 4 of us, and it is one of the worst hotel stay experience we have ever encountered. The experience was worst than other 2 stars hotels. Before I elaborate further, allow me to emphasize that we are non-demanding customers. The basic thing we expect from a hotel is simply (1) knowing where the hotel is, & (2) able to easily make our way to the hotel. =========== Now let me elaborate on what happened: 1. From Da Nang City, we booked a taxi and told the taxi to bring us to the Ba Na Hills cable car station. The taxi brought us to central bus/taxi terminal & told us this is the alighting point. At this central bus/taxi terminal, we are confused on how to get to the cable car station. Do we have to lug our luggage and walk all the way to the cable car station? There are no Mercure Hotels signboard at the central bus/taxi terminal. There are no hotel staff at the terminal to ferry us to the cable car station. We need someone to assist us with all our luggages. At the terminal, we asked around, but no one was able to assist us. Ultimately, we saw a "Sunworld" bus & we took the ride, but there was no one to open the bus luggage compartment for us! In the end we have to carry our heavy luggages up the squeezy bus steps and jam the bus passenger aisle with our luggages. 2. At the sunworld entrance, there were no signages to tell us where Mercure hotel guests should go to. There were many cable car lines, and we are unsure which to go to. To make things worst, it was only 4pm+ but yet there were no customer service officers at the customer service counter for us to enquire. 3. We then tried enquiring with the officers who donned "sunworld" uniforms. In total, we asked 5 officers "How do we get to Mercure hotel?" The ridiculous reply we received was that they didn't even know the existence of Mercure Hotel in Sunworld! 4. At this point, we are left with only one last option, which is calling the Mercure Hotel. But to our dismay, finding the contact number on the webpage is very difficult. 5. When we did find the contact number, all 4 of us made multiple calls to the hotel but nobody picked up our calls! We continued dialing the phone number, racking up expensive overseas phone charges in the process, before our phone was luckily picked up by a Mercure hotel officer. On the phone, the lady explained that there is a VIP reception for Mercure hotel guests at the sunworld entrance. I explained to her that there are no Mercure Hotel signage, and she kindly arranged for a golf caddy to shuttle us to the reception counter. 6. At the reception, all 4 of us were shocked that we need to carry our luggages up the stairs and escalators to the cable car station! The typical luggage is ~ 15kg range, and it is physically taxing for us to carry up the stairs and escalators. 7. We explained the situation to the Reception officer, but she only managed to arrange for ONE service officer to assist us with the 4 x 15kg luggages. It is impossible for ONE service officer to carry 4 large luggages up the stairs and escalators. So we had to carry some luggages ourselves. 8. To make things worst, some escalators were not functioning! We have to handcarry the heavy luggages up the escalators! We don't blame the customer service officer who had helped us with carrying the luggages. Instead, the blame falls squarely on the facilities maintenance team & the route designing team. My wife's leg was injured in the process of carrying our luggages up the flight of stairs and escalators. 9. By the time we reached the cable car platform, the mood of all 4 of us were severely foul. 10. When the cable car reached the top of the mountain, it is time for us to make our way to the hotel reception. Unfortunately again, we have to hand carry the heavy luggages across stairs again. 11. When we finally reached our room, I was shocked that the chiller in my room 8509 was not chill at all. There were also no cold drinks to quench our tirenesss. =============== What should be done? 1. At the bus/taxi terminal, there should be clear signages and instructions for how hotel guests could get to the hotel with the luggages & how hotel guests can call the hotel to schedule a pickup to the cable car reception. 2. Within Sunworld entrance itself, there should be plenty of signages at every corner to let the guests know where the hotel reception is. 3. As long as the cable car station is operating, there should be Sunworld staff at the customer service counters. The customer service counter should not be vacant during operating hours. 4. Conduct a mass briefing for ALL staff at the Sunworld entrance to inform them (1) Mercure Hotel exists at the top of the mountain & (2) the location of the Mercure Hotel reception counter. 5. Make a dedicated Mercure Hotel counter in front of the Sunworld entrance. 6. On Mercure hotel website, the contact number should be prominently placed in the front page & not buried in the menus. Insert a map entry on the front page so that guests know how to find the reception. 7. Create a google maps listing for the mercury hotel reception at sunworld entrance. This is so that when we check google maps, we can find the hotel reception. =============== In my past stays at other Mercure hotels, the hotel reception staff were smiling, and looked happy. However, I realized that the staff at the Mercure hotel Cable Car station reception were not smiling, and they looked unhappy. But I think the staff were unhappy because they have been scolded by guests everyday. I must emphasize again that we don’t blame the reception staff, because the overall problem is with the overarching processes design. The poor design of the overarching processes led to the reception staff being the receiving end of guests’ scoldings. The customer service officer in charge of carrying luggages is also in an unpleasant situation, as he alone would need to carry multiple ~15kg luggages up the stairs and escalators. The Mercure brand is synonymous with quality, and which is why guests such as us are willing to pay a premium for quality stay with you. But given what I wrote above, I believe my claim of my stay at the Mercure hotel to fall below that of a 2 star hotel is justified & the amount we paid for the hotel stay is grossly unjustified. The amount we paid can easily get us a stay at a 5 star hotel in Da Nang. The glaring faults in the process design is a real jaw dropper for the Mercure brand. These faults should have been easily identified and rectified long ago by the experienced Mercure Management team. In my entire life thus far, never ever did I have problem with finding a hotel, and I definitely did not have such a tiring and frustrating experience getting to my hotel. The Sunworld is supposed to be a happy place, but the frustration and unhappiness we had for (1) finding the hotel (2) finding a customer service officer to handle our enquiry (3) trouble getting through the phone line, will forever be etched in our memories as the worst hotel experience in our lives. And we will never be able to get back the 2 hours time we wasted (8 hours in total for 4 of us) at the Sunworld entrance finding the Mercure Hotel reception.

I give poor service for the waitress during Breakfast on Dec 25. The time for breakfast was not finished yet (09.30), but she tried to push and rush me out of the table. And reply to me that I can not order the exclusive coffee drink as I deserve that Privilege. (VIP Zone).

The French Village was amazing despite the rainy weather causing us to miss the Golden Bridge. But guess Mercure hotel which I am a member to (Accor) could have done better. I booked the hotel in November, so was expecting some price hike which it did. But we were very disappointed that the hotel had been too stringent in not offering the perks for a running promotion for twin room to my family room despite the more expensive room charge. In addition, we asked for a nice view for our rooms prior to booking, but the hotel did not clarify about the renovation works nor the balcony facing a small street with little to scene to enjoy. I asked for harder bed due to my back problem and was only given the empty promise that it would be looked into but to disappointment on visiting the room. Saving grace, the reception staff had been very helpful and Sarah who arranged our booking kindly walked us to the room giving some introduction and explanations. On checking out, Elenore also helped and led us through the confusing cable car queues in the rainy weather which was very much appreciated by our family.

I was on the cloud nine there and really enjoy every moment of my vacation in your fantastic hotel. :))

We have a wonderful time. Cool!

Impressed. Our first time visiting Ba Na Hills. Staying at Mercure Ba Na Hills was perfect because themepark access, golden bridge and the cable car rides were all included. My family had a great stay.

For a 100 years old place, the place is very unique, we love to come and stay here, mostly for the ambience. We love the weather in both dry and wet. Somehow we liked them when it’s foggy, it became very misterious place with lots of photos opportunity. Plus as platinum member the staff really serve you Super well. We felt very welcome and appreciate the extra attention given. Thank you ms Jurnee

Good room and good view but the day We went have a lot of fog all day. And in my room it not have heater so I will request it to the room service in the morning. Breakfast was good.

It was a very beautiful experience staying at the Mercure Bana Hills hotel, excellent and friendly staff, beautiful hotel and very good facility.