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Mercure Koh Chang Hideaway Hotel
Ranked #18 of 73 Hotels in Ko Chang
Reviewed 20 February 2014

Lovely hotel and the staff, especially the management, for the most part go the extra mile to ensure that you are happy. My husband and I stayed here on two occasions within a week. The first was a delight from start to finish. Beautiful room, lovely facilities, gorgeous private-ish beach and lovely pool. The gym was spotless and the grounds are very well maintained. The breakfast was very good with a huge selection of food. There was a restaurant photoshoot taking place at the time so everything was presented in such a beautiful manner. Any meals outside of breakfast however was a large fail. My suggestion is to go outside the resort for everything besides the breakfast (which, by the way was expensive but very good). On our second visit the room they put us in was a very poor standard. Avoid room 1404 whatever you do. It had been flooded by the room above or burst pipes and had a horrible stench of mold or mildew. The wall was still damp and you could put your finger through it. I found a pubic hair in the tub (gag!). Altogether disgusting!! Went to the pool to enjoy the gorgeous sunshine and allow the housekeeping crew to reclean and de-stink the room (overbooked and couldn't move us till the next day) only to find no one there but towels reserving every beach chair (clearly states in the Mercure's welcome package that your towel will be removed)! Asked the manager at the pool about the absence of people and abundance of towels on chairs, he suggested we move two of the 30 kg wooden lounge chairs with no wheels, that were in the shade and vacant into the sun!!! I absolutely declined and insisted he remove a couple towels on the vacant sunny chairs. He did I was really astounded by his suggestion that WE move the chairs! Thankfully the next day was much better. Be sure to insist on top notch accommodations and service here as that is what the Mercure is known and valued for. They will live up to it as long as you know to insist on it. Overall a good experience.

Room Tip: Stay away from room 1404! Stinky mouldy and disgusting
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  • Stayed: February 2014, travelled as a couple
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1  Thank Michelle J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MCKC_Management_Team, Manager at Mercure Koh Chang Hideaway Hotel, responded to this reviewResponded 26 February 2014

Dear Michelle,

We very much appreciate your comments regarding your stay at the Mercure Koh Chang Hideaway. It is always a pleasure to receive positive feedback.

Also Please allow us to express my sincerest apologies and we are very sorry that your experience did not meet your expectations.

Your comment already share with our team and we sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.

Thank you again for sharing your experience and we hope your next visit will be as pleasant as the previous one.

Yours Sincerely,


The Management Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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215 - 221 of 670 reviews

Reviewed 18 February 2014

The hotel and especially the pool area are stunning. Next to the hotel there are some small restaurants but we often went to Lonely beach for dinner. We booked a villa but were informed less than 24hrs before our arrival that the hotel is overbooked and if we were willing to change into a beach view room and would in return get breakfast offered by the hotel.
The beach is nice but cant compete with other beaches on Koh Chang (like klong prao beach or white sand beach)

Stayed: January 2014, travelled as a couple
1  Thank downtownviva
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MCKC_Management_Team, Manager at Mercure Koh Chang Hideaway Hotel, responded to this reviewResponded 26 February 2014

Thank you very much for your comments and it is always a pleasure to receive positive feedback. Your comment already share with our team and we sure that this feedback will stimulate to all of our staff as we aim to improve the quality of our service.

We do hope to welcome you back to stay with us very near in the future.

Yours Sincerely,


The Management Team

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Reviewed 15 February 2014

My wife and I stayed for four night here at the beginning of February.We stayed in a deluxe double room with ocean view. The rooms are massive and to an excellent standard. The bathroom has a choice of shower with two heads or a bath big enough for two people. On the balcony you also have seating and a swinging seat. Eveything about this hotel from check in to the spa, fitness center and dining is first class. They even have hot tubs for use on the decking around the pool. My wife and I class this up there as one of the best hotels we've stayed in across the world, we even compared it to the Shangri la rasa ria in Kota Kinabalu where we went for our honeymoon. I highly recommend this hotel for couple and couples with very young children.

The only downside I found with this hotel was whilst trying to sleep on the sunbeds on the decking there was a family with three children aged around 10 - 15. These kids like most could not keep still and were running backwards and forwards and it didn't matter where you laid where it it be next to them or the other side or the pool they'd still have to run past you. Decking and children don't mix and as such it was like a heard of elephants going past.

Apart from that which the hotel couldn't control as even their own mother couldn't, everything was first class.

Oh and the Wifi is perfect even in areas round the pool

Room Tip: Highly recommend the deluxe with ocean view. Lovely rooms
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  • Stayed: February 2014, travelled as a couple
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Thank Loctite
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MCKC_Management_Team, Manager at Mercure Koh Chang Hideaway Hotel, responded to this reviewResponded 26 February 2014

Thank you very much for your comments and it is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will stimulate to all of our staff as we aim to improve the quality of our service.

We do hope to welcome you back to stay with us very near in the future.

Yours Sincerely,

The Management Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 February 2014 via mobile

Very nice luxury hotel...for koh chang its expensive but luxury..we was had pool villa with private swimming pool and jacuzzi...it was amazing on Valentines day :)) What a wonderful hotel. The rooms are large, clean and very cimfortable. Ideal location for relax..

Stayed: February 2014
1  Thank Emanuelss
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MCKC_Management_Team, Manager at Mercure Koh Chang Hideaway Hotel, responded to this reviewResponded 26 February 2014

We very much appreciate your comments regarding your stay at the Mercure Koh Chang Hideaway and very pleasure to receive positive feedback.

Your comment already share with our team and we will continuously improve the quality of our service.

It would be our great pleasure to welcome you to stay with us again very near in the future.

Yours Sincerely,


The Management Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 February 2014 via mobile

This Hotel is absolutely ok. It is lokated at a very beautiful bay with amazing views. The small beach is very nice. But for swimming we prefered the pool or went to the much more beautiful "lonley beach" wich is only a 5 minuts drive away. The service was extremly friendly and bothered. Whenever we complained something the crew was keen to solve the problem.
If you arrive with older guests make sure to get a room with a real bed. Some rooms have only a mattress lying on the floor. I have never seen something like this in the civilized world.

Stayed: February 2014, travelled with friends
Thank Phlippus
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MCKC_Management_Team, Manager at Mercure Koh Chang Hideaway Hotel, responded to this reviewResponded 26 February 2014

We very much appreciate for your comment and positive feedback. I will share your comment with all of our team and will be continuously improve the quality of our service.

Thank you very much for sharing your experience, it would be our great pleasure to welcome you to stay with us again.

Yours Sincerely,


The Management Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 29 January 2014

Stayed here with my grown up family for 8 nights in January 2014, We had spacious and clean sea view rooms with generous balcony's and large bathrooms. Felt like heaven, with a beautiful view over the pool to the ocean, and the added bonus of sunset views. Location was good, with other food options nearby and quick travel to Lonely Beach and other places of interest. We booked a couple of outings with the tour office attached to the hotel and all were great. A highlight for three of us was the great value Thai cooking class run beside the pool, and we all got share the superb results. We spent a lot of very contented hours beside the pool. Staff were helpful and always cheerful although sometimes there English skills were limited. Highly recommend!!

  • Stayed: January 2014, travelled with family
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Thank Lesley H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MCKC_Management_Team, Manager at Mercure Koh Chang Hideaway Hotel, responded to this reviewResponded 5 February 2014

Thank you very much for your comment and very pleasure to receive positive feedback. Please allow me to express my sincerest apologies regarding to staff English skill, now we all working hard on this regard and hope to improve for all of them.

Thank you again for sharing your experience, it would be our great pleasure to welcome you to stay with us again many more time in the near future.

Yours Sincerely,


The Management Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 28 January 2014

We have been visiting Thailand for around 25 years and holiday there for 4 weeks every year. We have stayed on many of the islands including Koh Lanta, Lipi, Samui, Jum, etc, etc and have stayed in basic bungalows to 5 star and everything in between. This was our first trip to Koh Chang and we chose to stay firstly at a medium priced place and then moved on to the Mercure Hideaway and treated ourselves to the Pool Villa for six nights; these Pool Villas are the most expensive villas available at this resort, and we were really looking forward to our luxury stay.

The villas are quite large and have a private plunge pool and terrace. The so called PRIVATE pool, is not so private as the patrons from the hotel next door can look down into the pool terrace area. The resort has constructed a structure over the spa to stop prying eyes.

As in most of Thailand, the King size bed and pillows are very firm. The room facilities were of a good standard and the free wi-fi is very quick; able to view Youtube easily. We did have a major ant problem in the bathroom. After taking a few photos of the ants, the front desk arranged for house keeping to spray and spray the effected areas. It took about three days to stop the ants.

Other than at breakfast time, the restaurant is almost a waste of space. We paid for the buffet breakfast every day, most other patrons had breakfast packages and the restaurant was full in the mornings. There is a good selection of food which is constantly refilled; there is an egg station, juice bar for you to create your own, a pizza servery, plus the usual soup, hot and cold dishes. Once breakfast has been served the restaurant becomes deserted until the next breakfast. We had our first night meal there with only two other guests plus one senior staff member. We also had lunch there on two occasions, each time by ourselves. The meals are average at best and extremely overpriced, just as previous reviews have mentioned. However, this resort has taken no scrap of notice. If only management would lower their prices in line with other restaurants and resorts, this could be a productive area.

Whilst we fully recognize that it must be very difficult to employ and train staff on a remote island, we also know that other parts of Thailand are also faced with this problem and they seem to manage quite well. The housekeeping was done quite late each day which meant that we couldn’t use our pool as it was full of leaves and the water level needed to be topped up daily as the water was evaporating (or leaking?) very quickly. One day our room wasn’t cleaned until 15:30! After this dismal effort we requested a 9:30am house cleaning service the next day, house keeping turned up at 8:20am. This was OK, we were going to breakfast anyway.

We paid our total bill at reception the day before we were due to leave to enable a quick checkout. Our account was paid out, and the printout showed a NIL balance which also agreed to our records. That evening we were notified that we had to pay half our bill twice. Fed up with the service being given I went to reception to speak to the manager who signed this request to pay, only to find all managers have signed off for the day. This only infuriated me even further, and after about an hour or so, the manager on duty eventually arrived to inform me that I had in fact paid the bill in full and that he was sorry for the error made by the resort. This being our holiday and having paid a large amount of money for this part of our trip, we don’t feel that we were looked after at all.

Over all, this resort needs a shake-up and needs to revise the pricing in the restaurant and get their service in order.

Room Tip: If you are looking for a private pool villa, look else were. Over priced poor service.
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  • Stayed: January 2014, travelled as a couple
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1  Thank Australian2Travel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MCKC_Management_Team, Manager at Mercure Koh Chang Hideaway Hotel, responded to this reviewResponded 5 February 2014

We very much appreciate your comments regarding your stay at the Mercure Koh Chang Hideaway.

Please allow me to express my sincerest apologies for every your experience did not meet your expectations. I will share your comment to all of my staff and all of us will working hard on this to improve the quality all of our service.

Thank you again for sharing your experience and we hope your next visit will be as pleasant as the previous one.

Yours Sincerely,


The Management 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 Koh Chang Hideaway Hotel

Address: 111/1 Moo 1, Ao Bai Lan, Ko Chang 23170, Thailand
Region: Thailand > Trat Province > Ko Chang
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #18 of 73 Hotels in Ko Chang
Price Range: £27 - £113 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Mercure Koh Chang Hideaway Hotel 4*
Number of rooms: 96
Official Description (provided by the hotel):
Located at Bai Lan Bay, Mercure Koh Chang Hideaway, a 96 room modern beach front resort, is East from Trat Airport. Koh Chang, the second largest island in Thailand has large areas designated as its National Marine Park, providing a natural retreat filled with fascinating wildlife and marine life, high peaks, scenic waterfalls, lush jungles and diving and other water sport facilities. ... more   less 
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