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“Avoid staying at this hotel!” 1 of 5 stars
Review of Mercure Hoi An Royal

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Mercure Hoi An Royal
4.0 of 5 Hotel   |   321 Cua Dai Street | Cam Chau, Hoi An 84 510, Vietnam (Formerly Hoi An Pacific Hotel & Spa)   |  
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Hotel amenities
Ranked #63 of 95 Hotels in Hoi An
Melbourne, Victoria, Australia
1 review
7 helpful votes 7 helpful votes
“Avoid staying at this hotel!”
1 of 5 stars Reviewed November 14, 2013

We went back to our room mid-arvo on 5th October 2013 to find 5-6 workman in our room with our bed completely pulled apart amongst our things without our permission. We were horrified. As we could not enter our room we went out again arriving back at our room at 930pm, I took my jewellery off & put it on the bedside table along with my phone. Our backpack with camera, cash, credit cards, etc on the floor next to the other bedside table. We woke at 5am to these things having been stolen whilst we were sleeping, more mortifying is that our 12 year old son was sleeping less than 1 metre away from us, what if we woke up & disturbed them - hate to think. Two other rooms next to ours (foreigners as well) were also robbed in exactly the same way. We feel we were set up by either the workman (that the hotel let in) or housekeeping who entered after the workman left. Our bathroom window was locked from the inside, we know this because we checked upon our arrival at this hotel and then pulled the blind down. This window was the entry point which had now been mysteriously unlocked from the inside as it was simply slid open by the thieves (not a forced break-in which would have woken us). That day along with Vietnamese police & hotel management we were made to feel like it was somehow our fault. Apparently there is an investigation which is still going to this day & now this hotel will not respond to us. Do not stay at this hotel, it was such a terrible ending to a fantastic trip. Please share, we want everyone to know as we would not want anyone to experience what we did, it was horrible...

Stayed October 2013, traveled with family
Was this review helpful? Yes 7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Duc Truc T, General Manager at Mercure Hoi An Royal, responded to this review, November 16, 2013
Dear Valued Guests,

On behalf of the management and staff, we would like to thank you for taking the time to review us on the tripadvisor and we sincerely appologies for what have caused you inconvenient while staying with us. We would like to take this opportunity to share with you some points that could give other travelers a better picture on your stay at our hotel.

At around 2:30 pm on 5th October 2013, we detected a sewage plumbing in the villa 1 was broken seriously and we have to fix this urgently. We have tried to contact you but was failed as you & your family out of the hotel. We have no choice as this is an emergency case so I, myself as the General Manager together with Front Office Manager and Chief engineering decided to open your room without your permission to allow the Chief engineering and his staff to come in your room to fix the sewage plumbing under my supervision. Around 3:00PM, you & your family came back and I have explained to you the situation, gave you our commitment that the sewage plumbing in your room will be fixed and finished at 5:00PM and asked for your sympathy and acceptance and you said “ok no problem”. We understood this may caused inconvenient for you & your family hence we suggested to offer you some thing free of charge to compensate then you requested us to waste the food/beverage and laundry service bills with the amount of US$ 43.00, and your request was accepted and you happily received our offers.

In the early morning of 6 October 2013, after receiving your report, we immediately called the police and the police has came to investigate your case. The city police has continued the investigation and constantly asked the staff who concerned to the case happened on 06/10 come to police station to investigate. Until now, we have not received any official conclusion of the Hoian City Police, we will keep you inform as soon as we have.

We may have to remind you that as you did not mentioned in your review, due to the problems that happened to you & your family and as you have reported that all things were missing even credit card. Our Hotel have given to you US$ 300 in cash for you & your family spend during your holiday in Hoian as well as we did not charge your 5 nights of accommodation and offered you with 2-way airport transfer free of charge.

We may not received this kind of reviews if we accepted a request from you mentioned with me in our meeting on 6 October 2013 “give me US$1.000 and I will not tell any one”, and your request was not accepted, at our hotel each room is equipped with a safety deposit box and we are always advice guest to use the safety box for putting valuable thing as well as the Hotel policy inside the room advised guest that the Hotel is not responsible for any missing that have left outside the Safety box.

Wish you all the best,

My best regards
Tran Duc Truc
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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990 reviews from our community

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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (245)
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English first
Melbourne, Australia
Top Contributor
89 reviews 89 reviews
30 hotel reviews
Reviews in 37 cities Reviews in 37 cities
91 helpful votes 91 helpful votes
5 of 5 stars Reviewed November 12, 2013

Third time to Hoi An, first time here and was very impressed.
After travelling through Cambodia I met up with friends here for 3 days who had booked this hotel through an agency back in Australia. I booked directly with the hotel and got a great deal which included airport transfers and complimentary massage. Also got a good deal on a Pool Villa which, for a few dollars more, gives you a lot more space and extra features, including a large flatscreen TV. I found this to be helpful in reviewing my photos of the Cambodian temples. We used the lounge in my Villa for happy hour drinks before heading off to dinner at one of Hoi An's multitude of fantastic restaurants.
The bathroom was large and spotless, and had a separate shower and good-sized bath.
Internet connection was fast in room and there are also many PC'S in the foyer for guests.
Staff are trained to a very high level, all the ladies at reception greeting me by name from day one. Special mention to Ely who was particularly helpful with a minor airline problem.
Breakfast (included in tariff ) was excellent and more than satisfied our need for Asian and Western combinations, even calling back a chef for our late request for poached eggs!
These are the little things ( even a smiling 'good morning' from the gardeners ) that bring you back to a great quality,fairly priced hotel such as this.
See you next year !

Room Tip: Negotiate a good price on a Villa. You wont regret it.
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  • Stayed October 2013, traveled with friends
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Duc Truc T, General Manager at Mercure Hoi An Royal, responded to this review, November 14, 2013
Dear Guests,

Ely and the rest of Hoian Pacific Hotel & Spa team would like to express our thankfulness to have you stay with us as well as your GREAT comments on everything during your recent stay.

We are very delighted to know that you have completely enjoyed your stay at the poolside villa room as well as the service and facilities at Hoian Pacific Hotel & Spa. We believe that other travelers would find your reviews much helpful & useful for their choice of good hotels with good service in the Ancient Town of Hoian.

Your GREAT comment is a motivation for our team to maintain the highest service standard, we are not complacent about what we’ve achieved and we make our best and constantly effort to satisfy every single guest who choose Hoian Pacific Hotel & Spa as “Home away from Home”.

Wish you all the best, we look forward with pleasure to welcoming you & your friends back in with us in the near future.

My best regards
Tran Duc Truc
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Newcastle upon Tyne
2 reviews
Reviews in 2 cities Reviews in 2 cities
11 helpful votes 11 helpful votes
5 of 5 stars Reviewed November 11, 2013

My wife and I and our 16 yr. old son stayed here for a week as part of a tour of Vietnam. This was the relaxing part of the tour and we could not have stayed at a better hotel. From the reception staff, the waiters and waitresses, the bar staff , the chefs and all the managers they could not have been more helpful or welcoming. Our room was clean and tidy and the breakfast was excellent and you were spoilt for choice of what to eat. A shuttle bus was provided to the town or beach and if it was not running a free taxi was provided. There are also bikes to use free of charge which we did on a couple of occasions and enjoyed ourselves exploring.
The beach was beautiful with silver sand and was for the use of hotel guests with loungers and parasols. A small restaurant provide good food and drinks at a very reasonable cost. Although there were some beach sellers if you did not want to buy anything they left you alone and in peace.
The old town was beautiful especially in the evening when the bridge was all lit by lanterns. I also had a suit made and my wife had a couple of dresses made. All the items took a couple of days to make, fit perfectly and our beautifully made.
We would definitely return to this hotel again and hope to do so next year.

  • Stayed August 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Duc Truc T, General Manager at Mercure Hoi An Royal, responded to this review, November 12, 2013
Dear Valued Guests,

On behalf of the management and staff, we would like to express our thankfulness to have you & your family stay with us as well as your GREAT comments on everything during your recent stay. We are very delighted to know that you have completely enjoyed your stay as well as the service and facilities at Hoian Pacific Hotel & Spa, we believe that other travelers would find your reviews much helpful & useful for their choice of great hotels with friendly and courteous service in the Ancient Town of Hoian.

Your GREAT comment is a motivation for our team to maintain the highest service standard, we are not complacent about what we’ve achieved and we make our best and constantly effort to satisfy every single guest who choose Hoian Pacific Hotel & Spa as “Home away from Home”.

Wish you all the best, we look forward with pleasure to welcoming you & your family back with us in the near future.

My best regards
Tran Duc Truc
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, United Kingdom
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
18 helpful votes 18 helpful votes
5 of 5 stars Reviewed November 8, 2013

Just returned from trip to Vietnam and this was best hotel we stayed in - very central and very friendly - great setting and wonderful breakfast - staff extremely friendly and helpful especially Ely in reception - Kim by the pool and Torres the door staff and Susie upstairs in breakfast room as well as others in breakfast room and bar area downstairs - thank you all so much xxxx Maureen

Room Tip: We had a room in 4th floor but the bungalows around the pool look wonderful
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  • Stayed October 2013, traveled as a couple
    • 5 of 5 stars Value
    • 4 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
Was this review helpful? Yes 9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Duc Truc T, General Manager at Mercure Hoi An Royal, responded to this review, November 9, 2013
Dear Valued Guests,

Ely, Kim, Torres, Susie and the rest of Hoian Pacific Hotel & Spa team would like to express our thankfulness to have you stay with us as well as your GREAT comments on everything during your recent stay.

We are very delighted to know that you have completely enjoyed your stay as well as the service and facilities at Hoian Pacific Hotel & Spa. We believe that other travelers would find your reviews much helpful & useful for their choice of wonderful hotels with wonderful staff provides good service in the Ancient Town of Hoian.

Your GREAT comment is a motivation for our team to maintain the highest service standard, we are not complacent about what we’ve achieved and we make our best and constantly effort to satisfy every single guest who choose Hoian Pacific Hotel & Spa as “Home away from Home”.

Wish you all the best, we look forward with pleasure to welcoming you back with us in the near future.

My best regards
Tran Duc Truc
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London
Senior Reviewer
10 reviews 10 reviews
7 hotel reviews
Reviews in 8 cities Reviews in 8 cities
8 helpful votes 8 helpful votes
4 of 5 stars Reviewed November 7, 2013

Well presented and oh so friendly staff. Room was very clean and not overly spacious but good enough, and on the 4th floor overlooking pool a gorgeous pool. Excellent breakfast and a regular bus to take you to the beach and town.Taxis are only a couple of quid anyway.
BUT BEWARE, we had US$450 dollars taken from the safe in our room. we were told by the management, after internal investigation that three staff were sacked as they were caught on camera. So keep you money at the reception safe.

Room Tip: Try asking for a room on the ground floor overlooking the pool. They seem to be brand new
See more room tips
  • Stayed November 2013, traveled as a couple
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 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.
Duc Truc T, General Manager at Mercure Hoi An Royal, responded to this review, November 9, 2013
Dear Valued Guests,

Warmest greetings from Hoi An Pacific Hotel & Spa!

On behalf of the hotel management, we would like to express our thankfulness to have you stay with us as well as your review on Tripadvisor, We are very delighted to know that you have enjoyed your stay as well as the service and facilities at Hoian Pacific Hotel & Spa. We believe that other travelers would find your reviews much helpful & useful for their choice of good hotels with good service in the Ancient Town of Hoian. Concerning to your comment about the US$450 dollars taken from the safe in your room, the local police are working with all the staff who related to this case (your room), we will inform you when we receive the conclusion from the police.

Wish you all the best, we look forward with pleasure to welcoming you back with us in the near future.

My best regards
Tran Duc Truc
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Auckland Region, New Zealand
Reviewer
5 reviews 5 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
22 helpful votes 22 helpful votes
5 of 5 stars Reviewed November 6, 2013

Stayed in early October. Our hotel experience was very positive. All the staff we came across were attentive and friendly. We must however give special mention to Robert (Tan) who took us on a market tour then gave us a cooking lesson back at the hotel. We both enjoyed the market and Robert was able to give a name to some of the unknown fruit and vegetables we came across. The meat and fish part was also very interesting.

When we got back to the hotel, everything was well laid out and ready to go for our cooking class. Robert was clear with his instructions and patient with us as we were not so fast slicing and chopping things. The best part was getting to eat what we made for lunch.

We think the Cham dance show with dinner concept can be improved by the hotel. We noticed there was hardly anyone watching the night we were there. It can be disheartening for the performers. The timing of the show coincided with the shuttle into town so unfortunately we could not watch the whole show.

Hoi Pacific Hotel and Hoi An town is a great place to unwind after the busy cities of Hanoi and Ho Chi Minh.

  • Stayed October 2013, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Duc Truc T, General Manager at Mercure Hoi An Royal, responded to this review, November 9, 2013
Dear Valued Guests,

Warmest greetings from Hoi An Pacific Hotel & Spa!

Chef - Robert (Tan) and the rest of Hoian Pacific Hotel & Spa team would like to express our thankfulness to have you stay with us as well as your GREAT comments on everything during your recent stay. We are very delighted to know that you have completely enjoyed your stay as well as the cooking class and market tour with our Chef. We believe that other travelers would find your reviews much helpful & useful for their choice of first class hotel with friendly and courteous service in Hoian

Your GREAT comment is a motivation for our team to maintain the highest service standard, we are not complacent about what we’ve achieved and we make our best and constantly effort to satisfy every single guest who choose Hoian Pacific Hotel & Spa as “Home away from Home”.

Wish you all the best, we look forward with pleasure to welcoming you back with us in the near future.

My best regards
Tran Duc Truc
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sydney, Australia
Contributor
15 reviews 15 reviews
8 hotel reviews
Reviews in 7 cities Reviews in 7 cities
12 helpful votes 12 helpful votes
2 of 5 stars Reviewed November 4, 2013

I understand that we arrived the day after a typhoon but there was no excuse for mouldy curtains and concrete falling from the walls in our room.
After travelling through Vietnam with flat screen TVs it was a shock to see an archaic tube TV.
The food and show upstairs in the restraunt was of a low quality and the girls who were dancing gave off an air of boredom.

I reccomend eating across the road for an authentic taste of Hoi An at a quarter of the price and double the flavour.
Definately not a hotel I will be staying in again

  • Stayed October 2013, traveled as a couple
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Duc Truc T, General Manager at Mercure Hoi An Royal, responded to this review, November 6, 2013
Dear Valued Guests,

Warmest greetings from Hoi An Pacific Hotel & Spa!

On behalf of the hotel management, we would like to express our thankfulness to have you stay with us as well as your review on Tripadvisor, we appreciated your constructive comments that help us to look at our daily operation for non-stop improvement to meet all guests' expectation.

We sincerely apologies for the service shortage and our team make every effort to make sure that this never happen again. We still hope to welcome you another time in Hoian as I will personally ensure that you will be taken care of throughout your stay.

Wish you all the best,
My best regards
Tran Duc Truc
General Manager
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 Hoi An Royal

Address: 321 Cua Dai Street | Cam Chau, Hoi An 84 510, Vietnam (Formerly Hoi An Pacific Hotel & Spa)
Phone Number:
Location: Vietnam > Quang Nam Province > Hoi An
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool
Hotel Style:
Ranked #63 of 95 Hotels in Hoi An
Price Range (Based on Average Rates): $
Hotel Class:4 star — Mercure Hoi An Royal 4*
Number of rooms: 96
Official Description (provided by the hotel):
Hoian Pacific Hotel & Spa – a four star deluxe hotel which provides exceptional facilities and services with efficiency, comfort, security and value for money. Ideally located between the Beach and Hoian Ancient Town, the Hotel provides transportation, available from morning until evening, to enjoy a private beach space or discover the old town charms.With 96 rooms superbly appointed rooms and Villas, the hotel provides you with an excellent and affordable accommodation. All rooms are harmoniously decorated in a subtle combination of an old and modern style. Hoian Pacific Hotel & Spa is designed to provide comfort and style with personalized service and convenient amenities. ... more   less 
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