Mercure Hoi An

The staff were gracious and helpful, and the pool was a treat, with lovely loungers set in the water. The rooms are a decent size, though bathroom counter space is sufficient in most, but not all, of them. We noticed mold around the bathtub edges, worn towels, and somewhat sloppy bedmaking. It's comfortable and close to the Hoi An shopping and market area, so it works well if shopping is the goal. There are better options for a beach or party trip.

It's quiet, clean, good value, and the staff are friendly. Breakfast wasn't very appetizing and needs work. Management should keep a closer eye on staff: when we arrived, the porter took us to our room and then tried to steer us toward his best friend's tailor, going on about it so much that we had to usher him out. On a cooler day, staff wore their own jackets and hoodies, making them hard to tell apart from other people. Aside from that, it just needs a few small tweaks.

We had to change rooms after complaining twice because the first bedroom had a leaking bath. The replacement was on the sixth floor, which was apparently newly renovated, but it had the same bathroom problems. There was no hot water at first, and we had to wait five minutes or more for it to warm. Then the temperature could suddenly turn boiling hot in the middle of a shower and switch back to cold. With the weak pressure and changing temperature, showering took me five times longer than usual. Both rooms smelled moldy, the bathroom had an odor, and the bedroom wasn't clean. The towels were uncomfortable. The bathroom cleanliness was very disappointing, with mold everywhere, and the hot water problems were never fixed. I'd seen online complaints about leaks, water, bathrooms, and cleanliness, and heard two other guests in the lobby reporting bathroom issues too. Breakfast was unappetizing and the staff weren't attentive or good at serving. The overall service was poor, and this stay fell far short of the Accor Mercure standard we expect as regular Accor guests. We wish we hadn't booked. It's dented our impression of Accor Mercure, and the hotel needs a major refurbishment. Until that happens, I wouldn't recommend it to anyone expecting that standard.

The hotel's design is fine, but the facilities feel quite old. For the higher price, I'd expect better facilities and service. There are newer hotels around here with the same service at a more affordable price.