Luxury and coziness in one place.

Star 4 hotel towel seems not proper, and we had to ask another towel.

We only stayed for 1 night on the weekend. As we heard that Mercure is a 4-star hotel, we were not hesitant to book this Mercure hotel in Bandung. We thought the quality must be 4-star standard. Unbeknownst to us, we were mistaken. Here are some of our observations: (1) Check-in time: very slow. There was only 2 staff at the counter and we had to wait in line. The computer system was also crashed, apparently. Making it longer waiting time. (2) Once we got our room (Room 608), it was supposed to be a non-smoking room, but when we got in, it smelled really awfully weird cigarette smoke. It turned out, it was a smell of Vape smoking. I tried to call reception, but nobody answered. Then I called their main phone number, but nobody answered again. I went down again and complained to the reception (after waiting in line, of course) and we got transferred to a different room (Room 911), a normal, clean smell room. What shocked me is that the hotel did not record or check whoever last stayed and checked out from that room had committed a punishable act according to Accor's/Mercure 's regulation (Rp. 1,000,000,-) if we smoke or vape in a non-smoking room/area. The hotel did not record it when I asked the staff. They have no clue who vaped it and why the last guest vaped in that room. (3) We found that the towels in the bathroom are rather thin, oldish, and not white/bright enough. And the towels are smallish. We only got 2 (two) towels for after taking shower only. No hand towels. (4) There were no amenities in the bathroom when we got in, except two toothbrushes. I had to ask for some other amenities. (5) There was no garbage bin in the room. There was only 1 (one) garbage bin in the bathroom. (6) There were only 2 (two) elevators, and there was a long line and waiting time to use the elevator (s). (7) The hotel does not have a mineral water dispenser for the guests on each floor. They only provided 2 (two) glass bottles of mineral water per day. And the hotel would penalize the guest at Rp. 15,000,-/bottle if the guest take the bottle home. The good things are: (1) Prime location, in downtown Bandung, near Braga Street (heritage street) -this was our main reason for choosing this hotel. (2) The bed and linens are good and clean. (3) The staff are friendly. (4) The hotel claims to have embarked on a sustainability journey-granted, they use glass bottles for the mineral water in each room. But they should provide a mineral water dispenser on each floor, instead, and provide a water jug for each room. We did not have breakfast, so we cannot make comments on the food and breakfast,

The hotel staffs are very friendly & fast check-in and check-out process, however when I entered my room, the room smelled of cigarette when I requested for non-smoking room, and then I realized the bed sheet and pillow case were so dirty, it got stains on them and looks like they did not change it. Called the receptionist to ask to change room however they said the only connecting room available is my room, they sent over housekeeping to change the bedsheet and treat the room. Upon check out, I mentioned about the smell of the room and to my surprise the receptionist insisted that it was a non-smoking room. They should've checked the room beforehand, as guests may have smoked in the room and they had no idea. Also, the room had no windows to let the air flow.

Suite executive. Pelayanan tidak sesuai expektasi. No welcome drink. Elevator trouble. Some staff didn't overing some help.

Comfort, clean, and have friendly staff.