Mercure Hangzhou West Lake Fengqi Road

I regret to say that my stay at Mercure Hangzhou West Lake Fengqi was far from satisfactory. At over 700 yuan per night, I anticipated a clean, comfortable, and service-oriented experience worthy of its four-star rating. Unfortunately, the reality fell far short. During my trip, I stayed at two other hotels in China—a four-star hotel in Shanghai that offered a luxurious atmosphere and superior amenities at a lower price, and a three-star hotel in Suzhou that, while basic, was more affordable and delivered excellent value. In comparison, the Mercure Hangzhou West Lake Fengqi did not justify its price or rating, making it the least satisfactory and most expensive hotel of my trip. The hotel is housed in an old building that has been renovated, with levels above the 22nd floor belonging to another hotel. This shared setup diminishes the exclusivity and grandeur one expects from a four-star establishment. The lobby was plain and unimpressive, and the overall atmosphere felt more like a three-star hotel. Although the hotel is marketed as newly opened in 2024, the room amenities told a different story. The furnishings and fixtures looked dated, not at all what one would expect in a new hotel. The service left much to be desired, with noticeable gaps in professionalism across departments. • Housekeeping: The housekeeping staff exhibited a brusque attitude. For instance, on three consecutive days, I was asked rudely, “你是退房还是续住?” (Are you checking out or extending your stay?), with no greeting or courtesy. Basic service expectations, such as replenishing hand soap or providing towels, were often neglected. • Restaurant Staff: My experience with the noodle station was particularly unpleasant. One morning, after placing an order, I intended to get other food while waiting. However, the staff member ordered me in a condescending tone, “你别走，在这等，要好了” (Don’t leave; wait here until it’s ready). The tone was inappropriate, treating me as though I were her subordinate. On another occasion, when she forgot an order, she questioned me rudely, “Did you order?” instead of addressing the mistake professionally. • Cleaner in the Restaurant: While she worked hard to clean tables, her actions were disruptive. She pushed and banged her cart through the dining area, which felt intrusive. It’s unheard of for food waste carts to be maneuvered around guests in a four- or five-star setting. • General Staff Behavior: Across the board, many staff members displayed a lack of professionalism— showing poker's face, playing music or videos on their phones during shifts, failing to greet guests, and rushing to enter lifts ahead of guests, only to stand at the back without acknowledging them. Commendations Amid the disappointment, a few staff members stood out for their exceptional service and willingness to assist with personal matters, which were beyond their job scope. I would like to express my gratitude to: • 谢洋 (Jerry) • 李宏宇 (Alvin) • Dahila • Harlan • One young lady with pleasant looking light/no makeup who welcomed me warmly and helped with my luggage and provided me with a cup of hot tea when I just arrived at the hotel. (I didn't managed to get her name; but she is the only one that I feel warmly welcomed to stay at this hotel) Their professionalism and dedication were the only redeeming aspects of my stay. If not for these five exemplary staff members, I would have rated this hotel one star or even zero for my stay. There are numerous local hotels in the area that offer newer facilities, better service, and superior locations at more competitive rates, even without the backing of a big brand.

The hotel is located quite close to subway station, about 5-10 min walk. The two bedside table lights can’t be individually controlled. When one is switched on, the other switch on as well. It’s inconvenient when one wishes to sleep and the other wishes to read. The window (on the window panel) can’t be closed. The traffic noise can be heard constantly. The room is warm. So in order to sleep, the heater must be switched off. Then the cold seeps into the room and it becomes too cold. The highest few floors (of the hotel) are commercial offices. Hotel guests not only have to share the lift with them, but also we the hotel staff. I suspect that there aren’t any cargo or staff elevators. This is extremely inconvenient when you wish to use the elevators during office peak hours. Breakfast is on the 15th floor. The food is average but soy milk is nice. The toilet bowl is heated and auto-flush. Nice. There’s also a user-friendly control panel which works well. The shower cubicle has two floor traps. So the water flow is fast. Very good.

The hotel is good, the service is also good. We extended our stay there.

Nice and new hotel, location was good

All good.