Mercure Danang French Village Bana Hills — Hotel in Đà Nẵng

Wouldn't recommend this hotel to anyone. Really poor hospitality service. Room not that great. Much better to just buy a theme park day pass. We are a family of 4 adults with 2 elderlies that stayed on 8/2. This has been the only place that I truly want my refund because of terrible experience.

The check-in process was a nightmare. You had to check in twice, once at the cable car station that was meant to be for in-house guest then at the actual hotel. We were advised that there would be porter to help with luggages when we get off the cable car. No one did and a staff literally stood at the getting off point watching us struggle with our luggages. When we fed this back, the response from the duty manager Nhan/Rachel was: their hotel staff and cable car staff belong to separate companies so they had no say on the other company's staff and that we had a separate cable car line instead of lining up with day-pass visitors. She basically meant we already had it better so stop complaining.

We then found a porter and had to walk a fair bit under the rain on slippery road to reception. The porter couldn't find umbrellas or ponchos so he told us to just go, immediately took our luggage and disappeared into the rain. Not once did he look back to realize that my parents couldn't keep up with him. We could barely see where he went due to thick fog so my husband had to run after him. After we insisted that he find umbrellas for my parents, he gave my husband 2 to go pick up my parents while he just sat in a random building chit chatting. This is pure laziness and zero hospitality. By the time we got to reception we and our luggages including fabric ones were soaked wet.

The hotel lobby was full off people standing on wet floor, no line for checking in. The scene was chaotic and they were clearly understaffed. The welcome drink station was a joke with half drank glasses mixed up with clean ones and between 3pm and 4pm the drink station still hadn't been cleaned. Again pure laziness and poorly trained staff.

One room missed a set of toothbrush. We complained about this at 4pm directly to the manager Rachel. By 5.30pm the issue was not fixed that we went down and complained to the night shift manager John again.

The way the duty manager Rachael dealt with our complaint made it even worse. She apologized then went on and on about why things were the way they were, that they would train their staff better and that she empathized with us. Given how long the hotel has been in operation, the staff should already be trained. Instead of excuses, we want to see that you try to help us. By that I mean 1) call your staff to bring the toothbrush to the room, 2) escalate to your higher manager to find a solution instead of quickly trying to give us vouchers for 4 drinks at the cafe for us to go away which we refused because it felt like a slap to our face. 4 drinks barely worth 1% of what we paid for such a terrible experience. When we informed her that we would complain formally to Accor via email, her response was it was up to us but she already fulfilled her responsibility. When we wanted to wrap up the conversation, she started to cry despite us being civil which made me feel like we were being guilt into accepting poor service.

When I bought the dinner buffet tickets I had to repeat the same request in Vietnamese 3 times before FOH staff responded with an attitude. We reserved a table but when we arrived later the table was taken. Overall the dinner buffet restaurant was also chaotic so if you are looking for a relaxed experience think twice.

The only person that kinda saved the experience was John the night manager because he at least listened and acted quickly to find solutions. For the rest of our stay I could see he tried to make it pleasant despite me telling him upfront that it would not change my negative review. He at least could say that they would appreciate feedback and what he cared about then was to improve our experience for the rest of the stay. Customers need this...

Stayed here for 3 wonderful nights in this incredible, jaw dropping property set amongst French village theme. Special mention to; Caroline and the trainee lady @ check in, Farah, Leon Long and Dulcie @ Le Crique; Ava @ L’Etable and Le Crique. Every single staff we encountered were always polite and professional even if we were limited by language barrier.

We were given an upgraded to a “privileged” room. It wasn’t expected but greatly appreciated. The Edith Piaf room we were assigned to in the Paris building was spacious, had a super comfy KB and chaise lounge where you can sit and watch the world go by. Shower recess and WC are separated, toiletries (hand wash, body lotion, shower gel, shampoo and conditioner) are provided and all the towels are super fluffy. Towels quality are usually a let down in many other hotels we have stayed in but not here. There was also a huge wardrobe with hangers, bathrobes and plenty of shelves space.

A nice lovely touch was the framed pictures and a brief story of Edith Piaf in our room. There were also countless pictures along the hallway and foyer, showcasing pictures of famous French landmarks, people and even stories of Ba Na Hills.

Rooms are not especially sound proof, it get worst when guests choose to slam their doors or allow their kids to run up and down the hallway screaming on top of their lungs at all times of the day! You can hear furniture being dragged and water running through pipes, but you get that at any hotels. That is part and parcel of travelling.

Buffet breakfast, lunch and dinner was served at Le Crique restaurant, also located in the Paris building. We were always shown to tables within the Le Veranda section, perhaps due to our Accor membership, where it is quieter and away from the madness of the general dining area. Food selection is plentiful, only issue was during peak times, it is every man for themselves. This was the same with Ba Na Hills as a whole, you will experience pushing and shoving, rudeness and loud yelling. We especially like the sign they had at Le Cirque urging guests not to waste food and stating the kg of food wasted the day before.

A drawback of the Paris building is at check-in/ check-out times. The entire lobby is strewn with luggages and guests, some waiting in the lounge seats with dignity and respect while others lay barefooted taking up an entire lounge seat without any consideration for others. Something for hotel to consider setting some kind of standard.

Perhaps even Sun World as a whole could implement a limit to the number of visitors in a single day. We were told there were an average of 20,000 visitors each day. It will be worse once the 2,000+ rooms hotel is completed! By reducing the number of tourists, it will certainly make Ba Na Hills a more pleasant place to visit, not to mention the sustainability to the environment. You will notice that when the day trippers leave, the hotel and Ba Na Hills area in general returns to a sense of calm, peace and serenity.

A stay at Mercure is a must to enable you to explore the entire place at a sedate pace, especially when guests get to visit the Golden Bridge earlier (starting at 6am) before the mad invasion. Reception will arm you with a map and will mark the important places for you, but pre planning on what you want to visit and do will definitely save time and make the whole experience a lot more enjoyable and memorable. Thank you, Mercure...

TL;DR Don’t bother visiting this huge cash-grabbing tourist trap with overpriced everything and horrendous services.

Decided to stay 1 night at Ba Na Hills to avoid the crowd. There’s only 1 hotel, which is under Mercure. They emailed us saying we should check in online D-1 so they could prepare for our arrival blablabla.

Arrived at the reception, nothing indicated that anything was prepared. Checked in again and paid for the cable car after 20-30 mins of queue. Mind you it’s mostly tour leaders checking in for big groups and there’s no separate line for individual bookings.

Cable car ride was cool. Beautiful view and all. We arrived at the French Village only to have to check in AGAIN. The lobby was insanely chaotic, check-in process took forever—again with the big groups. Check-in time was at 2PM, the reception told us our room wasn’t ready at 1.50PM and had us wait 10 mins, after which we had to line up again to finally get our room key.

Receptionist asked if we wanted to purchase dinner buffet, we said no. She then said all the restaurants will be closed at 6PM and only their buffet will be open. Several restaurants turned out to be open until 8-9 PM. She blatantly lied to us and this seems to be SOP because someone else has left a Google review about this exact same thing.

The hotel is separated into several buildings. We got Hotel de Marseille that has a front desk, so why they don’t provide check-in at each building’s lobby is beyond comprehension.

Our standard king room in B1 is small, even a hotel room in Tokyo would be bigger than this. The window facing an empty courtyard.

Live music at Brewery and Alpine Coaster were pretty fun. Everything else is just fake buildings trying too hard to be Europe, and a lot of things close around 6 PM so there’s nothing you can really do in the evening. Another reason it’s not worth visiting, let alone staying overnight.

We started hearing strange noises in our room around 7PM, like plumbing noise and furniture getting dragged (?). But the icing on the cake is the construction noise coming from outside our window in the courtyard starting around 7.30PM like wtf???

After a bunch of complaining they finally moved us to a different hotel building (also has a front desk), to a room with twin beds instead of king, but thankfully bigger and quiet. The bellboy helping us was very nice.

The next morning we wanted to order coffee at the bar. We asked “Can we order coffee here?” The male staff looked at us, irritated, said yes and proceeded to continue talking to his colleagues.

Breakfast buffet wasn’t bad but definitely not something to be happy about. Checkout time was at 10.30AM (unbelievable, I know) and it was again very chaotic in that useless centralized reception. We were told to wait 10 mins for them to check our room. Could anything be any slower in this place??

Looking at the 1-star reviews here, and the hotel manager’s responses that were clearly written by ChatGPT, it’s obvious this hotel and park only care about money and don’t give a damn about their guests, let alone customer experience.

Save your time, money, and energy. Better go to Hoi An or Hue or anywhere...