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“Disappointing” 2 of 5 stars
Review of Mercure Resort Sanur

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Mercure Resort Sanur
4.0 of 5 Hotel   |   Jl. Mertasari | P.O. Box 3476, Sanur, Denpasar, Bali 80034, Indonesia   |  
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Ranked #24 of 67 Hotels in Sanur
Geraldton, Australia
Senior Contributor
26 reviews 26 reviews
21 hotel reviews
Reviews in 16 cities Reviews in 16 cities
34 helpful votes 34 helpful votes
“Disappointing”
2 of 5 stars Reviewed April 11, 2013

I have thought long and hard regarding what to write about the Mercure in Sanur. My friend and I booked for four nights in March but checked out after two nights.
The Mercure must once have been a fantastic resort and it has the potential to be great again. There are a lot of positives but the negatives resulted in us cutting our stay short. The resort itself is nicely planned, two pools, right on the beach, nice grounds and the grouping of the rooms is great.
Check-in was quite slow and disorganised - it was around 4pm and they weren't busy but the guys took a long time and were not terribly enthusiastic. We were shown to our room which on first impressions was great. Large and spacious on the ground floor with a tiny little balcony looking to the garden. The air con was moderately successful in cooling down the room but as it was exceptionally hot while we were there maybe it struggled a little. The room smelt quite musty and we thought perhaps it had been shut up for a while. The bathroom was large but the shower was mouldy, the basin had rusty spots around the vanity, the taps were speckled and not clean and it was generally not terribly pleasant. The cleaning of the room left a lot to be desired.
Breakfast was OK but only average. The restaurant food was very average although we only ate one meal there we chose not to return. The staff were the most unhappiest staff I have ever seen in Bali! Not many happy smiling faces at all, apart from the Barman at the Pool Bar, he was great but his Bintang was warm:(
On check out we were offered another room but as that would not have solved the food and restaurant issues or the attitude of the staff (or the warm beer!!) we chose to relocate instead.
So, all in all I think the resort could be great but unfortunately its anything but at the moment.

  • Stayed March 2013, traveled with friends
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MercureResortSanur, Manager at Mercure Resort Sanur, responded to this review, April 15, 2013
Dear Shirls86,

Warm Greetings from Mercure Resort Sanur

Thank you for taking your time to write a review about your recent stay in our resort. We regret to read that your experience did not meet your expectations.

Your remarks on the room condition and our staff service have been brought to our attention for further review with our team. Rest assure that this will serve as an encouragement to improve our service quality.

It is our hope that you will grant us the opportunity to serve you better in the near future.

Best Regards,
Mercure Resort Sanur Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,395 reviews from our community

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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
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A TripAdvisor Member
4 of 5 stars Reviewed April 11, 2013

We were very happy to have a free upgrade to a room near the beach. The room was small but comfortable and well-furnished. The staff were very friendly. We had a pleasant and inexpensive dinner in the diningroom but the cost of the wine was exhorbitant at around AUD40 for a bottle (inc tax and service) what would cost around $13-50 in the local store. All in all it is comfortable and reasonably-priced in a lovely part of Sanur Beach.

  • Stayed April 2013, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service

Review collected in partnership with Accorhotels.com

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MercureResortSanur, Manager at Mercure Resort Sanur, responded to this review, April 15, 2013
Dear Valued Guest,

Warm Greetings from Mercure Resort Sanur

Thank you for sharing your positive feedback about your recent stay in our resort. It is truly a pleasure to know that our guests were satisfied.

Your remarks have been noted to be shared to all of our team. We believe that this will serve as an encouragement to keep on improving our service quality.

We hope that your next visit will be even more pleasant.

Best Regards,
Mercure Resort Sanur Team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Derby, England
Top Contributor
59 reviews 59 reviews
33 hotel reviews
Reviews in 37 cities Reviews in 37 cities
108 helpful votes 108 helpful votes
5 of 5 stars Reviewed April 10, 2013 via mobile

My partner and I stayed here on two occasions either side of a trip to Nusa Lembongan. The first stay was for 2 nights in a standard room and the second stay was for a night in a deluxe room.
The hotel is in a lovely location on Sanur beach. This is a way away from the nightlife of Bali which suited us well. The hotel itself is beautiful. Accommodation is in small buildings of just two storeys and has a lovely feel. There are two swimming pools which were both lovely and also a pool bar.
The food at the restaurant was good although there are so many lovely restaurants around within a short walking distance to recommend.
There is a complimentary bus to the supermarket which we did use also. We walked the entire length of the beach into Sanur which is some way but was pleasant.
We didn't have breakfast at the hotel, instead choosing to use one of the local restaurants.
We also found a lovely place nearby that did massages and manicures and my fiancé also got his hair cut there. There were many amenities within close walking distance.
We had been travelling for nearly a month when we arrived here and we found it to be one of the nicest places that we had stayed at.
The hotel arranged our transfers to the airport and were really helpful.
Thoroughly recommended.

  • Stayed November 2012
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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MercureResortSanur, Manager at Mercure Resort Sanur, responded to this review, April 10, 2013
Dear Gillybeany,

Greetings from Sanur Bali

Thank you for sharing about your wonderful experience at our resort. We are delighted to read that your stay was flawless.

We are waiting to welcoming you again, and we hope that your next visit will be even more pleasant.

Best Regards,
Mercure Resort Sanur Team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Singapore, Singapore
1 review
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed April 9, 2013

Very enjoyable with a great staff! Very helpful and dedicated. Encountered zero problems. Location was great, located in a quiet area of Denpensar. Beach was perfect for swimming with the offshore reef taking the swell out of the surf. Pools were clean and well kept. The resturant food was good. This hotel provides a great value especially for Bali.

  • Stayed April 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service

Review collected in partnership with Accorhotels.com

Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MercureResortSanur, Manager at Mercure Resort Sanur, responded to this review, April 10, 2013
Dear Travelers 1956_1968,

Warm Greetings from Mercure Resort Sanur

We very much appreciate your review about your recent stay at our resort. It is always a pleasure to receive a positive feedback.

We sincerely hope that your next visit will be even more pleasant.

Best Regards,
Mercure Resort Sanur Team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Brisbane, Australia
1 review
4 of 5 stars Reviewed April 8, 2013

We stayed 5 nights at Mercure Sanur. The resort is right on the beach and set in lush gardens. The rooms were older but clean & comfortable. There were some renovations being carried out during our stay but they had little impact on the guests. The staff were extremely helpful & pleasant. The food was second to none - recommend the Thai seafood soup, Pad Thai & the Nasi Goreng. I highly recommend this hotel for a relaxing getaway that is exceptional value for money.

  • Stayed April 2013, traveled as a couple
    • 5 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service

Review collected in partnership with Accorhotels.com

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MercureResortSanur, Manager at Mercure Resort Sanur, responded to this review, April 10, 2013
Dear RJCBJC,

Warm Greetings from Mercure Resort Sanur

Thank you for telling us about your memorable experience at our resort. It is truly a pleasure to know that you were satisfied.

We are waiting to welcoming you again for another stay, and we hope that your next visit will be even more pleasant.

Best Regards,
Mercure Resort Sanur Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Truro, United Kingdom
Reviewer
5 reviews 5 reviews
Reviews in 5 cities Reviews in 5 cities
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed April 6, 2013

Really enjoyed our stay here room was clean , breakfast very good lots of choice.If we could find fault it would be the pools were to warm but i dont know how they could deal with that.
A nice touch was the FREE bikes.

  • Stayed February 2013, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MercureResortSanur, Manager at Mercure Resort Sanur, responded to this review, April 8, 2013
Dear Davee871,

Warm Greetings from Mercure Resort Sanur

We very much appreciate your feedback about your recent stay in our resort. It is a real pleasure to know that your stay was flawless.

We are waiting to welcoming you again very soon, and we hope that your next stay will be even more pleasant.

Best Regards,
Mercure Resort Sanur Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Jakarta, Indonesia
Senior Contributor
25 reviews 25 reviews
14 hotel reviews
Reviews in 13 cities Reviews in 13 cities
29 helpful votes 29 helpful votes
4 of 5 stars Reviewed April 5, 2013

The other reviews sounded negative, so i was quite nicely surprised by the resort. First, it it has beautiful grounds and two wonderfully-designed pools. Each room is in a freestanding building so there are no long hallways. You can feel like you are the only one there. Each room has its own completely private terrace that looks out onto greenery.

I was worried at first because no one greeted me to check in, but within a couple of minutes someone took care of me and apologized profusely for neglecting me.

Checkout took no time at all and was very pleasant.

There is free internet in all rooms.

The water in the shower was plenty hot and powerful.

The only small thing was a musty smell on arrival. I opened the front door and terrace door and set the AC to fan to get rid of the smell.

Also, the door between the rooms was very thin and i could hear the couple next door talking and the man whistling. Luckily they were quiet people and i didn't hear anything during the night

Not sure why the reviews are so negative because i had a perfectly pleasant stay, especially remembering i am in the paradise of Bali.

  • Stayed April 2013
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MercureResortSanur, Manager at Mercure Resort Sanur, responded to this review, April 8, 2013
Dear BexYo,

Greetings from the Island of Gods

Thank you for sharing your positive feedback about your recent stay in our resort. It is always a pleasure to know that our guests were satisfied.

Your remarks have been noted to be shared to all of our team. We believe that this will serve as an encouragement to keep on improving our service quality.

We are impatiently waiting to welcoming you again very soon.

Best Regards,
Mercure Resort Sanur Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Mercure Resort Sanur

Address: Jl. Mertasari | P.O. Box 3476, Sanur, Denpasar, Bali 80034, Indonesia
Phone Number:
Location: Indonesia > Bali > Denpasar > Sanur
Amenities:
Bar / Lounge Beach Business Center with Internet Access Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#11 On the Beach Hotel in Sanur
#12 Spa Hotel in Sanur
#13 Luxury Hotel in Sanur
#15 Romantic Hotel in Sanur
Price Range (Based on Average Rates): $
Hotel Class:4 star — Mercure Resort Sanur 4*
Number of rooms: 189
Official Description (provided by the hotel):
Mercure Resort Sanur Bali, a resort with contemporary Balinese design featuring 189 guest rooms in 41 Balinese cottages with traditional thatched rooftops. Each guest room has it’s own private balcony overlooking the tropical garden. Only 20 minutes away from the Ngurah Rai International airport. Has a direct access to a white sand beach. A stone pathways will lead you around 5 hectares luscious tropical garden, with its fragrant trees, towering palm and coconut tress, and more than 100 species of flora.A perfect place to relax while experiencing the beauty of Bali’s unique culture. ... more   less 
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Also Known As:
Mercure Resort Sanur Hotel Sanur
Mercure Hotel Sanur
Accor Hotel Sanur
Mercure Resort Sanur Bali

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