北京华腾美居酒店 — Hotel in Beijing

Our tour group from Singapore check in to Mecure Beijing Downtown hotel on 28 Dec 2024 at 8pm, our passports (total 5 from our family) were passed to tour guide. As there were a few tour groups checking in at the same time, we were told that hotel can only return the passport tomorrow or we can try to ask few hours later. We checked with reception at 10.30pm after came back from shopping and was told they are still processing, and they confirmed there were 16 passports from the tour group.|Next morning my husband went to collect passport from front desk but MY DAUGHTER PASSPORT IS MISSING. Hotel claimed they only received 15 passports and one passport cover. But we are very sure we have hand over 5 passports (without cover) to the tour guide. My daughter asked the staff to show the extra cover but the staff is not able to show and brush it off. They just let my daughter sit at lobby and not making any effort to check the area. I went to the front desk half an hour later and asked to view the surveillance camera and I will make a police report. A guy (not sure is front desk Manager) called the security to retrieve the video. At the same time I asked where the passport was scanned and did they move the passports to another place. I was told the passport was scanned at front desk area only. Shortly, the 'front desk manager' used a torch light to check the counter and found my daughter passport at the front desk (not sure where he found it), seems to be trapped in somewhere. There is a sticker with room 1238 in the passport. Why the hotel staff is lying they did not receive the passport? They have assigned the room, did they scan and misplaced later?||The quality of service is lacking: |1) It is not acceptable that the hotel did not do their due digience to check is the passport was misplaced by them, they already knew one passport is missing before we went for collection. Are they making up story they receive one extra passport cover?||2) There is no protocol to ensure the correct number of passports are received by hotel.||3) There is no protocol to ensure the passport is manage properly before and after scanning.||As an international hotel chain, the quality of work and service is disappointing.|As a frequent business traveller and have been staying in many international hotels such as Marriott, Hilton and IHG group, I cannot understand why the staff in Mecure does not bother when they have lost the customer passport.||I cannot imagine if this happen on the day we are heading to airport.||I hope the management will investigate this issue and provide action plan to ensure this will not happen again.||For travellers, collect the passport back as soon as possible and try not to keep in...

We enjoyed an excellent 4 night stay at the Mercure Downtown. It really has everything you would need for a hassle free stay. It’s modern looking outside and inside and has some nice modern technology like robots for cleaning and delivering rooms to meals. |The hotel has free WiFi which was trouble free for us, but we also had an eSIM for our phones. |The rooms are big and include a comfortable bed, large tv but only one of the 56 channels was English speaking, safe, fridge with two bottles of water per day, usb charging points and multiple two and three pinned sockets (although the round pin European style adaptors we brought didn’t fit), a good big shower, tissues and toiletries - shampoo, conditioner, body wash and a very smart toilet with a heated seat and lots of washing functions. No bath. |We tried the hotel pool and the water was cold, but ok. The hotel has a gym and laundry area, with 4 washing machines and 4 tumble dryers, which we used and were very useful, if a little time consuming.|The restaurant is very good for breakfast and dinner, with a huge choice of Chinese and Western food. We were staying as part of an escorted tour, so we were out every day and didn’t have any choice on where to eat, apart from the first night, when we had a lovely evening meal in the hotel restaurant and we had 4 excellent breakfasts. The lobby bar has lots of choice and drinks are reasonably priced. Betsy, who was there every day of our 4 night stay was lovely. Thank you. The staff generally are very helpful and provided us with a useful Beijing Mercure map which really helped us to find our way around. They also helped us with the loan of a travel adaptor. There’s 3 convenience stores across the road from the hotel and, between them, they seem to sell anything you would need and cheap too. |It was an easy 15 minute walk to find the large shopping mall, McDonald’s and underground station, which took us all over Beijing. |We had an enjoyable stay and would happily recommend the hotel for a...

I traveled to Beijing for work, and was booked this hotel through my work. At first glance the hotel looks very nice. The staff is very friendly and accommodating. However, my largest issue was that the hotel claims it is non smoking, but when I got to my room it reeked of cigarettes. I mean everything from the bed sheets to the shower towels. I changed rooms the following morning. Later in the evening I was walking from my room and three gentleman were all smoking in the hallways. I also found people smoking in the lounge right in front of check in desk. The staff did nothing to stop them from smoking their cigarettes. Since I do not smoke it was brutal...