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Mercure Resort Sanur
Ranked #25 of 76 Hotels in Sanur
Jakarta, Indonesia
Level Contributor
119 reviews
36 hotel reviews
common_n_hotel_reviews_1bd8 56 helpful votes
“Could be better!”
Reviewed 22 April 2013 via mobile

I organized an large event in Mercure Resort, Sanur a few weeks ago and over all we were satisfied with most things.

I knew that the hotel is quite old, but i felt that it wouldnt be a major problem.

The resort lay out is really quite nice. When i visited the first time, the hotel was fully functioning with a beautiful lobby and Guest Lounge with shower facilities, wifi etc for guests who need to wait for check-in etc. i thought this facility is a brilliant idea as many travellers arrive dirty, sweaty and it's nice to have a cool relaxing place to rest while waiting.

Overall, everything was fine. I just think that if operations staff paid more attention to detail it would make a huge difference.

Breakfast was fine. Nothing spectacular, but pretty good. Restaurant items were moderately priced and nicely done.

Their 2 swimming pools is really one of the main highlights of the resort.

Pros:
- free wifi...although very very slow
- Guest Lounge
- good layout of resort with 2 swimming pools and private beach (although mornings are low tide, so it's better later in the day)
- helpful staff. I complained of a leaking air conditioner and they immediately came to fix it.

Cons:
- housekeeping is lacking. more attention to detail is needed.
- Rooms were not well-maintained with broken beds, lights etc
- Seems to be understaffed overall. One staff at Reception was extremely un-friendly.

I think the resort is pretty good value for money, but i feel like since the resort isn't new, they should pay more attention to cleanliness and friendliness of staff to make the guest's stay more enjoyable. Most people booking won't expect a new fancy room, but if the room is clean and in good condition, i think most people will be very happy.

Stayed April 2013, travelled on business
Helpful?
2 Thank chryaven
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MercureResortSanur, Manager at Mercure Resort Sanur, responded to this review, 29 April 2013
Dear Chryaven,

Warm Greetings from Mercure Resort

Thank you for sharing the experience of your stay at our resort. The feedback that you are willing to tell to us is truly valuable to continue enhancing the quality of our service.

The cleanliness issue as well as the problem with hospitality of our staff have been highlighted in our view for further follow up. Rest assure that this will serve as a reference for our further investigation.

It is our hope that you will grant us the opportunity to serve you better in the near future.

Best Regards,
Mercure Resort Sanur Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
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English first
New South Wales, Australia
Level Contributor
77 reviews
30 hotel reviews
common_n_hotel_reviews_1bd8 79 helpful votes
Reviewed 18 April 2013

My husband and I stayed here for 4 nights before moving to our usual hotel in Legian. We enjoyed the tranquility of the hotel. Situated near a quiet beach, the pools were crystal clear and the location lovely. The room was a good size with a very comfortable bed, and had all the normal trappings of a good hotel. The gardens were very well kept. We only ate there once for dinner which was an extremely delicious smorgasbord. The only reason we ate elsewhere was because it was much cheaper. The staff were fine, amazing what a smile and a cheery hello rewards you with.

Room Tip: Pay a bit extra and get the deluxe room.
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  • Stayed March 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank DianaGalongNSW
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MercureResortSanur, Manager at Mercure Resort Sanur, responded to this review, 29 April 2013
Dear DianaGalongNSW,

Greetings from Sanur Bali

Thank you for telling us about your wonderful experience at our resort. We are delighted to read that you were satisfied.

We are waiting to welcoming you again, and we hope that your next visit will be even more pleasant.

Best Regards,
Mercure Resort Sanur Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Queensland
Level Contributor
93 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 74 helpful votes
Reviewed 18 April 2013 via mobile

After reading the reviews here I was really concerned about the hotel. My family and I have loved staying here.

We had a smooth airport pick up and check in. I requested a ground floor room as we have toddler, which we got. The room was massive!!! We're staying in 119. It's so big with king size bed, dressing area, lounge and table and desk area. Still heaps of room for portacot too. Huge bathroom with wardrobe area as well. We have a lovely balcony area with private courtyard fir our little one to run around. The room is very modern and very clean. Absolutely nothing to complain about here.

The hotel grounds are lovely, right on the beach. Although the beach is nice and people do swim in it, I would not, there is some litter which I do not like. But I'm from Queensland, Australia so spoiled for nice beaches.

But it's lovely to be at breakfast or in pool and see straight out to beach and ocean. Lovely spot to go straight out and walk along the beach. Definitely one of the nicest spots on Sanur.

The pools are lovely and great for families with varying depths and lots of stairs. Heaps of sun lounges around pool and on beach.

Plenty to choose from for breakfast with the usual cereal, juices, fruit, eggs, pastries etc, probably less variety than I've had before but still heaps. Only complaint, bacon tasted odd and only had 2 high chairs so sometimes our daughter had to sit on adult chair.

Kids club looked rubbish!! Never saw any kids here, I wouldn't come here if I was after kids club. But for toddlers great big sandpit, slides, and little bikes. Plenty to keep little ones occupied.

Whilst mercure is in quieter part of sanur there's plenty of cafes on beach and within 5 mins walking distance. Taxi only cost between $1-$2 Aussie $$ to go anywhere in sanur, plus mercure has bus into busy part of sanur couple times of day. But honestly you could just walk to anywhere you needed from mercure.

Many recommended for us to stay at Hyatt, but for about half the price I'm very very happy with out choice of mercure. Don't let the bad reviews on here put you off, this is a great hotel, with fantastic sized rooms and in a beautiful spot on sanur beach.

  • Stayed April 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank makiely
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MercureResortSanur, Manager at Mercure Resort Sanur, responded to this review, 29 April 2013
Dear Makiely,

Warm Greetings from Mercure Resort Sanur

Thank you for sharing your memorable experience in our resort. It is always a pleasure to hear that our guest is satisfied.

Your remark concerning the Kids Club is highly appreciated. Rest assure that we will share your comments to our team for further review and improvement.

We are looking forward to welcoming you again very soon for another stay.

Best Regards,
Mercure Resort Sanur Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Perth, Australia
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 14 April 2013

The hotel turned out to be better than expected. Nothing fancy, but very quaint and cosy; Balinese style. Very clean and the service was excellent. The location is perfect if you are looking to be away from all the hustle and bustle. And the pool and restaurants are delightful in the right doses. Will definitely be back :)

  • Stayed April 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com

Helpful?
3 Thank JoanPerth_Australia
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MercureResortSanur, Manager at Mercure Resort Sanur, responded to this review, 15 April 2013
Dear JoanPerth_Australia,

Greetings from Sanur Bali

Thank you for sharing about your experience at our resort. We are delighted to read that you were satisfied and willing to come back again on your next stay.

We are waiting to welcoming you again, and we hope that your next visit will be even more pleasant.

Best Regards,
Mercure Resort Sanur Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Zurich, Switzerland
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 12 April 2013

If only I had read these reviews before booking into this hotel!
My girlfriend suggested this hotel to me thinking we were travelling with our kids but this time we went only the couple.The photos in the webpage make no justice..hotel is much worse!
Sanur is a very mass market area with cheap hotels and restaurants ideal for family with a tight budget...after 20hrs of travelling I was clearly expecting paradise but no..
Hotel location was good,the swimming pools were very nice and the beach was wide but nobody warned me the sea water was dirty and the low tide.
our room smelt quite musty and the towels (although changed everyday)were grey and old.
Hotel food at night was below average and staff were not very much into work,so they seemed.
Tennis court was of cement and badly taken care off.
The staff didnt really enjoy cleaning that is a fact.
and last negative thing...Worst pedicure and facial ever!
What I enjoyed the most was the blue color of the pools and the Yoga hut next door...that was positive.

  • Stayed April 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank 539OMF
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MercureResortSanur, Manager at Mercure Resort Sanur, responded to this review, 15 April 2013
Dear 539OMF,

Warm Greetings from Mercure Resort Sanur

Thank you for taking your time to write a review about your experience in our resort. We are sorry that your stay did not meet your expectations.

Your comments about the condition and cleanliness of the hotel have been brought to our attention for further review with our team. Rest assure that this will serves as a reference to improve our service quality.

It is our hope that you will grant us the opportunity to serve you better in the near future.

Best Regards,
Mercure Resort Sanur Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Geraldton, Australia
Level Contributor
46 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 44 helpful votes
Reviewed 11 April 2013

I have thought long and hard regarding what to write about the Mercure in Sanur. My friend and I booked for four nights in March but checked out after two nights.
The Mercure must once have been a fantastic resort and it has the potential to be great again. There are a lot of positives but the negatives resulted in us cutting our stay short. The resort itself is nicely planned, two pools, right on the beach, nice grounds and the grouping of the rooms is great.
Check-in was quite slow and disorganised - it was around 4pm and they weren't busy but the guys took a long time and were not terribly enthusiastic. We were shown to our room which on first impressions was great. Large and spacious on the ground floor with a tiny little balcony looking to the garden. The air con was moderately successful in cooling down the room but as it was exceptionally hot while we were there maybe it struggled a little. The room smelt quite musty and we thought perhaps it had been shut up for a while. The bathroom was large but the shower was mouldy, the basin had rusty spots around the vanity, the taps were speckled and not clean and it was generally not terribly pleasant. The cleaning of the room left a lot to be desired.
Breakfast was OK but only average. The restaurant food was very average although we only ate one meal there we chose not to return. The staff were the most unhappiest staff I have ever seen in Bali! Not many happy smiling faces at all, apart from the Barman at the Pool Bar, he was great but his Bintang was warm:(
On check out we were offered another room but as that would not have solved the food and restaurant issues or the attitude of the staff (or the warm beer!!) we chose to relocate instead.
So, all in all I think the resort could be great but unfortunately its anything but at the moment.

  • Stayed March 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank Shirls86
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MercureResortSanur, Manager at Mercure Resort Sanur, responded to this review, 15 April 2013
Dear Shirls86,

Warm Greetings from Mercure Resort Sanur

Thank you for taking your time to write a review about your recent stay in our resort. We regret to read that your experience did not meet your expectations.

Your remarks on the room condition and our staff service have been brought to our attention for further review with our team. Rest assure that this will serve as an encouragement to improve our service quality.

It is our hope that you will grant us the opportunity to serve you better in the near future.

Best Regards,
Mercure Resort Sanur Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
A TripAdvisor Member
Reviewed 11 April 2013

We were very happy to have a free upgrade to a room near the beach. The room was small but comfortable and well-furnished. The staff were very friendly. We had a pleasant and inexpensive dinner in the diningroom but the cost of the wine was exhorbitant at around AUD40 for a bottle (inc tax and service) what would cost around $13-50 in the local store. All in all it is comfortable and reasonably-priced in a lovely part of Sanur Beach.

  • Stayed April 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com

Helpful?
Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MercureResortSanur, Manager at Mercure Resort Sanur, responded to this review, 15 April 2013
Dear Valued Guest,

Warm Greetings from Mercure Resort Sanur

Thank you for sharing your positive feedback about your recent stay in our resort. It is truly a pleasure to know that our guests were satisfied.

Your remarks have been noted to be shared to all of our team. We believe that this will serve as an encouragement to keep on improving our service quality.

We hope that your next visit will be even more pleasant.

Best Regards,
Mercure Resort Sanur Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Mercure Resort Sanur

Property: Mercure Resort Sanur
Address: Jl. Mertasari | P.O. Box 3476, Sanur, Denpasar 80034, Indonesia
Phone Number:
Region: Indonesia > Bali > Denpasar > Sanur
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#14 On the Beach Hotel in Sanur
#17 Romantic Hotel in Sanur
#18 Family Hotel in Sanur
#18 Spa Hotel in Sanur
#19 Luxury Hotel in Sanur
Price Range (Based on Average Rates): £
Hotel Class:4 star — Mercure Resort Sanur 4*
Number of rooms: 189
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

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