Mercure Hangzhou West Lake

We were glad to find a wide breakfast selection, with both local and Western food. At 6:30am there were no queues, and guests could ask for a takeaway box for an early start. The housekeeping staff were friendly and attentive. We also appreciated the free laundry facilities on Level 5, including washers, dryers, detergent, water, a steamer, and seating. Still, there was no Christmas or holiday atmosphere, which felt like a missed opportunity for an international hotel. We stayed six nights in December 2025 and left feeling less rested than when we arrived. The room faced the freeway, and it was uncomfortably warm with no cooling available. We had to open the windows, which brought in significant noise and made it hard to sleep. The toilet and shower doors were opaque but provided virtually no privacy. For the first time, we had to leave the room so each other could use the facilities privately. The room also had a persistent cigarette smoke smell coming from the shower and toilet drains. The corridors and lift areas on Level 11 smelled strongly of cigarettes as well, and smoking was allowed right outside the entrance, so guests continually had to walk through the smoke. As an internationally branded hotel, it was disappointing that nobody at reception spoke English, which made communication unnecessarily difficult. We had booked a king room, but the bed was extremely low, like a futon, and one side was against a window, making access awkward. We also needed a small desk for work. When we asked to change rooms, the only option was a queen room, which we accepted only because it had a desk. We were charged the higher rate despite the change to a lower room type, with no compensation. The photos on the Accor website also didn’t accurately show the room we got. Even as Accor members, we felt no recognition or benefit for our loyalty. Internet access was unreliable, dropping frequently and running very slowly. When we reported it, we were told the problem was with our devices. That seemed unlikely since all our devices lost connection at the same time. The lobby often felt crowded, and the elevator programming could use a review. For a short stay, we might consider coming back. For another six-night visit, we’d choose somewhere else.