Private

Very nice facitlities, great location, very helpful staff

Wonderful

Beautiful hotel with the best service staff. Special mention to Ms Vy and Mr Louis Duong for accommodating all our requests and going the extra mile to ensure our stay was wonderful. Thank you.

Dear Grand Mercure Dalat and Accor Team, I would like to share some feedback regarding my recent stay at **Grand Mercure Dalat**. First of all, I would like to acknowledge something that I genuinely appreciated **before my stay**. In the booking confirmation email, Grand Mercure Dalat thanked me for choosing and booking the hotel, while also reconfirming my reservation details and the requests I had made prior to arrival. What particularly stood out to me was the warm and sincere tone of the message. It felt noticeably more personal and thoughtful than a standard automated hotel confirmation email. I especially appreciated the genuine sense of hospitality conveyed through the wording. Because the pre-arrival communication was handled so well and my requests had been clearly confirmed in advance, I naturally expected those details to be properly communicated to the front desk team by the time I arrived at the hotel. Unfortunately, the actual check-in experience was not as seamless as the communication before my stay. Prior to arrival, I had requested an **early check-in at 1:00 PM**, and this request had been confirmed by the hotel via email. I had also communicated the relevant details over the phone beforehand. However, when I arrived, the male front desk staff member appeared not to be aware of this request and did not seem to have reviewed my booking details carefully before speaking with me. Only after I reminded him that the early check-in had already been confirmed did he check the system again and acknowledge that he could see the information. To me, this reflects a clear gap in pre-arrival preparation. When a guest request has already been confirmed by both email and phone, especially a request directly related to check-in time, I believe the front office team should already be aware of it before the guest reaches the desk, rather than relying on the guest to remind the staff and prompt another check. There was also an issue with the **welcome drink experience**. I was seated in the lobby for a sufficiently long period while waiting for the male front desk staff member to continue the check-in process. During that time, I still did not receive a welcome drink, even though I noticed that other guests were being served one. Eventually, I had to proactively ask the staff member whether a welcome drink was provided. Only after I asked did he request another staff member to bring a drink to me. What made the experience feel even more poorly coordinated was that approximately **10 seconds after the drink was brought to me**, the same staff member informed me that the car to take me to my room was already ready. I had barely had the opportunity to take a sip before being expected to move on. For me, the issue was therefore not simply whether a welcome drink was provided. It was the **lack of proactivity and coordination in the arrival experience**. If a welcome drink is part of the hotel’s welcoming procedure, having a guest ask for it first and then immediately moving the guest along before they have had a chance to enjoy it makes the entire process feel fragmented and poorly managed. At a five-star hotel, I would expect these small but important touchpoints to be handled more naturally, proactively, and seamlessly, without requiring the guest to prompt the service at each stage. A similar issue occurred again during the check-in process. I had booked **one breakfast for the first day of my stay**, yet I was initially told that my reservation did not include breakfast. I had to explain that I had already booked it, after which the staff member checked again and confirmed that breakfast was indeed included in the reservation. When the same guest has to repeatedly remind the front desk to re-check information that has already been confirmed or is already available in the system, the check-in experience begins to feel fragmented and underprepared. The issue that affected me most during the stay, however, was the **lack of quietness in the guestroom area**. Before my arrival, I had specifically requested a **quiet room**, as having a peaceful environment is very important to me when staying at a hotel. One afternoon, while I was sleeping and had activated the **Do Not Disturb** setting, several staff members were speaking quite loudly directly outside my room. The conversation was loud enough to disturb my sleep, and I eventually had to call the front desk and ask for assistance. After my call, the staff members left the area. However, only about five minutes later, housekeeping activity in the room next door became quite noisy again, and I ultimately had to get up. I am not sure whether the Do Not Disturb status is clearly visible outside the room. However, regardless of the system, I believe staff working in guestroom corridors should be especially mindful of noise levels, particularly during times when guests may be resting. If a room has both a quiet-room request and an active Do Not Disturb status, I would expect even greater awareness from staff around that area. In addition to the noise caused by staff activity, there was also a technical issue with the **room door**. The door frequently made a creaking noise, and this did not only happen when I personally opened or closed it. Whenever another room door was opened, someone walked near the staircase, the neighbouring room opened or closed its door, or even when there was a slight movement of air, my own door could make the same creaking sound. This happened often enough to noticeably affect my sleep. I would strongly recommend that the hotel inspect the hinges, door frame, sealing, or possible pressure differences in the corridor to determine the actual cause. Although this may seem like a small technical matter, it has a direct impact on a guest’s ability to rest comfortably. I am sharing this feedback not simply as a complaint. On the contrary, because I genuinely appreciated the warmth and sincerity of the hotel’s pre-arrival communication, I had hoped that the actual operational experience would be equally thoughtful and consistent. In my view, the hotel may wish to review the following areas: - Ensure that front desk staff review booking notes and confirmed guest requests before arrival. - Improve information handover between reservations, front office, and other relevant departments. - Be more proactive and better coordinated with the arrival experience, including welcome drinks and the timing of onward assistance to the room. - Reinforce noise-awareness standards for housekeeping and other staff working in guestroom corridors, especially around rooms with quiet-room requests or an active Do Not Disturb status. - Inspect the technical issue with the room door to prevent repeated noise from affecting guest sleep. I believe Grand Mercure Dalat has many strengths, and for that reason I hope these comments can be taken as constructive feedback to help align the actual guest experience more closely with the service standards the hotel and the Accor brand aim to provide. Thank you for taking the time to read my feedback. Kind regards,

Despite being there for Business and having gold status we were put in a tiny room next to a constant barrage of screaming children. Have a bruised shin from hitting the bed corner as the bed was too big for the small room. Would not stay again.

all goes well except not given early check-in for Accor Gold Explorer member even though i reach after 1 pm. Requested for wake up call at 5.30 am physically at the lobby on 12 Aug but did receive any.

The room is super clean and comfortable especially the pillow is so soft and flexible movements,

The receptionist is very kind and offer us an upgrade to balcony room.

Need to train the reception staff to communicate very well

A uniquely designed hotel spread across multiple buildings and areas connected by the first ever golf buggy I've taken to get to my room - though without luggage it's an easy walk. With ALL Platinum status I was given a lovely upgrade to a junior suite with a patio, a truly excellent modern and spotless room in gorgeous grounds, and the hotel had reached out in advance and laid on a couple of cute customised welcomes for us. Service was exceptional throughout, and everyone seemed happy in their jobs - even when they didn't know we were watching we could see staff at all levels communicating happily with each other whilst clearly working hard. Breakfast was an impressive spread, and the hotel made us special veggie pho each day. After the second day the staff were reserving our favoured balcony terrace table and bringing our regular coffee and juice choices without us even asking. A special shout-out to Hau and Ngoc who were always friendly and helpful. We also met the GM a couple of times with whom we had genuine and insightful interactions. Location isn't epic, but it's a short Grab from the lake and the night market, and we chanced upon Nho Veggie and its Bun Cha Ha Noi which we had for five days in a row as the nicest food we had in six weeks in Vietnam and a giveaway at just 40K with a drink. Like anywhere in Vietnam it's extremely safe and the locals are lovely. Imperfections? Not many. The gym is small and dreadful, its single cable machine broken in a heap by the door. The hotel's Moon bar is listed on Google Maps and the hotel's own website as open daily, which was a downer on our last night when we returned for a last drink there and it turns out to be closed midweek. It's one of the most expensive hotels in Dalat - more than double the alternatives we were considering - but we wanted that Accor Platinum love after a month in an apartment elsewhere, and we got it completely. Would definitely stay again. Can't say fairer than that!

This incredible property has a most serene sense of calm throughout. Meticulously manicured gardens with exotic plants , tall pines surrounding perimeter , fresh garden flowers throughout the rooms and general areas. Wonderful dining experiences with a huge main facility encompassing delightful outdoor seating options to experience Dalat clean and refreshing atmosphere

Receiptionist requested us to make deposit 2 million vietnam dong at checking in! When we checked out June 26! They said the deposit will return within 10 days! But until now I called and emailed to the hotel, no one follow up my case with clear answer! They only said they had problem with POS machine! I do not think this is the right answer. Pls return my deposit immediately

The room was clean and comfortable. However, it was inconvenient to carry luggage up several flights of stairs, especially for families with young children. There was only one staff member helping with luggage, so we ended up carrying our own bags most of the time. The swimming pool is quite far from the rooms, and there were no clear signs, so it took us a while to find it. We also had to walk to the pool in the rain because the shuttle only operates during check-in and check-out. Overall, the room was good, but better luggage assistance, clearer directions, and a shuttle service to the pool would greatly improve the guest experience.

Location is good as it is in quiet area. Room is spacious and clean. However, the gym is poorly equipped eg elliptical machine and Universal machine are in poor state of maintenance. No yoga mat. There is no lunch service at the restaurant or food and drink service by the pool. Too many screaming children.

A short joyful stay in Da Lat

Towels are very old and turning into light yellow. Must be replaced.

I had a wonderful stay at Mercure Dalat. The hotel compound is beautifully designed and creates a relaxing atmosphere from the moment you arrive. The room was clean, comfortable, and well-maintained throughout my stay. The toilet was also spotless, which I greatly appreciated. The service provided by the staff was excellent. Everyone was friendly, attentive, and extremely helpful. A special thank you to the team for assisting us with restaurant bookings, which made our trip much more convenient. I also appreciated the thoughtful touches, such as the complimentary fruit plates and daily chocolates, which added a warm and welcoming feel to our stay. We experienced an issue with the minibar not being cold, but the staff responded promptly and replaced it twice in an effort to resolve the problem. Their professionalism and willingness to help were truly commendable. Overall, Mercure Dalat provided a memorable experience with beautiful surroundings, excellent service, and attentive hospitality. I would gladly stay here again and highly recommend it to anyone visiting Da Lat.

Everything about our stay was perfect. The reservation process was smooth and the team was very supportive. The front desk staff were professional, warm, and attentive throughout our stay. We really appreciated the early check-in. Our room was clean, beautifully designed, and the VIP setup was well-executed. The surprise birthday arrangement was a lovely touch, and the cake tasted great. Excellent hospitality!