The Mercure is a large resort with lovely grounds. However, the front desk service and cleanliness is appalling. No welcome drink or cool towel as you usually receive at Asian properties on check in. The check in process was also extremely lengthy. Luckily I asked to check our room before accepting—twin beds for the few romantic nights my boyfriend was going to join me wasn't going to cut it, I was also concerned about the damp, mouldy smell. I was shown another room, upgraded which on first look seemed lovely, large bathroom and good location, close to pool, beach and restaurant (Room 138). However, it also smelt, but it appears that all rooms at Mercure Sanur smell of mould. In the middle of completely the paperwork with the older man at the front desk he asked if I could wait while he dealt with another enquiry. Expecting this to be quick, I moved away from the desk. Instead of an enquiry, he proceeded to check another couple in! And this is with me supposedly a preferred customer, being an A Club member!
Once settled the tiredness of the room, the softness of the bed and the poorly maintained bathroom were apparent. During the entire stay I'm certain the shower was never cleaned. The drain didn't work as it was clogged with dirt and hair (not ours). The set up of the bathroom was attractive but not practical if it wasn't going to be mopped out each day. There was a large slug in there one day, still there after the room was serviced. I had to throw the slug out the door. I ended up using dirty towels to also mop up some of the water, hair and dirt from the drain as it was never clean the entire eight days. They don't service the rooms until about 3–4pm which is also annoying as you don't have clean towels if you want to shower and be ready to catch the last shuttle into town or have a sunset drink. The towels are also in poor condition, grey and thin, sometimes stained. Several times the staff came to clean the room as I was getting ready to go out as it was 4pm. I'm not sure why they service the rooms so late, it's not like they take much time to do them—as well as the shower and bath not being cleaned, there was still sand on the floor in the bedroom, often not enough towels were left and there was no tidying of tea and coffee amenities or other room facilities.
They were fairly prompt at bringing more bath or hand towels when I rang reception to complain not enough had been left. Room service was also prompt, although the menu limited. Didn't eat dinner at the restaurant as there was only buffets or the limited poolbar/room service menu available. But there are several nice cafes and restaurants at other resorts that were nice. Use the Trip Advisor best rated restaurants to get some good ideas.
One saving grace is the spa. Lovely service and atmosphere and reasonably priced for the quality. They were the only ones who could get a knot out of my shoulder with the shoulder and back massage, even though I had tried several in town and close to the Mercure in the first three days. The pamper package was also a lovely way to end a holiday.
The location is fine, it is at the opposite end to the main drag but there are plenty of restaurants close by and no markets can be a good thing. There are small convenience stores, phone credit places etc within a couple of minutes walk on the road. A better route is the easy walk along the lovely footpath that follows the beach all the way to the other end of town—about an hour of strolling and looking at restaurants, resorts and markets on the way. The pools and beach area are lovely but the ridiculous Accor policy of only allowing one towel per customer is ridiculous! You are issued with pool cards which you must swap for a single towel, They won't provide any additional towels. One towel doesn't cover a beach chair and if they continue this policy in Bali it will be a factor in me not choosing another Accor property (although nothing would convince me to stay at the Mercure Sanur again—even the $35 a night paid).
To sum up, the grounds are immaculate, many people constantly sweeping up leaves and fallen flowers but it would be a much better use of staff time to have more staff spend longer cleaning and airing rooms so they were in better condition as a few leaves on the grass don't bother you but a smelly room and dirty shower does!
- 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