Hotel - Mercure Resort Sanur
Mercure Hotel Mercure Hotel

Mercure Resort Sanur

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4.0/5 2,436 reviews
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  • The hotel has wifi WIFI/Internet Access
  • The hotel serves breakfast Breakfast
  • The hotel has a bar Bar
  • The hotel has a parking Parking
  • The hotel has a restaurant Restaurant
  • The hotel has air conditioning in rooms Air Conditioning
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Services in the hotel and nearby

Check-in from 14h00
Check out up to 11h00
Paying

Services and practical information

  • WIFI/Internet Access
    • WiFi at the hotel
    • High-speed Internet
    • WIFI in the communal areas
    • WiFi in your room
    • WiFi access
  • Parking
    • Private outdoor parking
    • Private enclosed outdoor parking
    • Bus/coach parking area
    • Well-lit parking
  • Accessibility for people with reduced mobility
    • Reduced mobility rooms (Paying)
    • Wheelchair access
    • Reduced mobility facilities
  • Air conditioned
    • Air conditioning
    • Manual temperature control
    • Air Conditioning
  • DENPAS. NGURAH BALI
  • Reception open 24 hours a day
  • Boutiques/shopping
    • Beauty salon (Paying)
    • Gift shop/newspaper shop (Paying)
  • Porter

Leisure and activities

  • Swimming pool
    • Pool
    • Outdoor unheated pool
  • Massage
  • Tennis
    • Hard tennis court
    • Outdoor tennis court
    • Tennis
  • Private beach
  • Other sports activities
    • Bicycle hire facilities (Paying, Nearby)
    • Billiards/Snooker
    • Darts
    • Jogging track
    • Table tennis
    • Volley ball facilities

Catering

  • Breakfast
  • 1 restaurant(s)
  • 3 bar(s)
  • Room service
    • Hot meals
    • Cold snacks
    • Opening hours : Week 00:00-24:00
    • Opening hours : Week-end 00:00-24:00

Business services

  • 4 meeting room(s)
  • Copy/print service available
See all services

Nyepi/Silent Day: 17 March 2018. Please note that check-in/check-out will not be possible on that day. The airport will be closed. Hotels in Bali will operate with limited activities and minimum lighting. Normal activity will resume at 6am, 18 March 2018.

Hotel location

Our rooms

  • 189 rooms
  • 141 non-smoking rooms
  • 2 rooms for people with reduced mobility
  • 3 family rooms
  • 47 connecting rooms
  • Extra bed in room for child
    • 220/240 V AC
    • Air conditioning
    • Emergency exit map
    • Free in-room mineral water
    • Bathroom doors 32 inches wide
    • Telephone
    • Remote control TV
    • WiFi in your room
    • Direct dial telephone
    • Work desk in all rooms
    • DDI - Direct Dialing In
    • TV room service ordering
    • Satellite/cable colour TV
    • Manual temperature control
    • Minibar
    • Coffee/tea making facilities
    • Hair dryer in bathroom
    • Hair dryer at reception
    • Audible smoke alarms in rooms
    • Deadbolts and/or locks in rooms
    • Emergency info in rooms
    • Operator wake up call
Our rooms fittings

Our restaurants and bars

See all our bars
See all our restaurants and bars

Your meetings and events

4.2/5 AccorHotels Rating Based on 2,522 reviews

Our guest reviews for Mercure Resort Sanur

100% genuine reviews from our guests

Find out more
4.0/5 TripAdvisor Rating Based on 2,436 reviews
TripAdvisor review
Couples - 20/02/2018
« Secluded Comfort in Bali »

We've stayed at this Hotel a few times now and will continue to use it. It's nicely secluded but within walking distance to excellent eating places on the beach and in the nearby area. Staff, namely 'Intern' Franziska and Housekeeper, Rai were most helpful and considerate; as were all other staff.

AccorHotels certified review
Anonymous Families - 13/02/2018
« Decent »

The location was good, food was acceptable, staff were friendly and pleasant. However the room keycard broke multiple times and I was locked out of my room on 3 different occasions. Staff were helpful but no apology was made.

Our hotel has responded to the review
Our hotel has responded to the review

Dear TB, We very much appreciate your comments regarding your stay at the Mercure Resort Sanur. We delighted to know that you have a pleasant stay with us. It is always a pleasure to receive positive feedback where our staff friendliness meet your expectation. Please allow me to express my sincerest apologize in regards of key problem. It has been shared with our respected department for our improvement. Training also will conducted to all of my staff to improve their communication skill, product knowledge, and attentiveness. Thank you again for sharing your experience, and we looking forward to welcoming you again in the near future. Sincerely, Eka Handayani Guest Experience Manager

AccorHotels certified review
Anonymous Couples - 13/02/2018
« Lovely holiday with my partner had a very relaxing and enjoyable stay »

Staff very friendly always greeting us Loved the beach and the pools Great buffet breakfast Loves our room and all the gardens

Our hotel has responded to the review
Our hotel has responded to the review

Dear JA, We very much appreciate your comments regarding your stay at the Mercure Resort Sanur. We delighted to know that you have a pleasant stay with us. It is always a pleasure to receive positive feedback where you felt satisfied with our hotel service and facilities. I have been shared your feedback with my team and I am sure it will motivate them to keep up their performance. Thank you again for sharing your experience, and we looking forward to welcoming you again in the near future. Sincerely, Eka Handayani Guest Experience Manager

AccorHotels certified review
Ashish M. Families - 12/02/2018
« awesome property full stop .. »

we landed at the resort around 1 pm and we could get our room only at 6 pm. although the reception staff explained the delay but i feel they could have explained to the other party also. the breakfast spread was also good but not much choice for vegetarian peoples in spite of specifying it in the mail prior to arrival. the rooms need some renovation for sure as we had lot of ants and even few cockroaches in the room. the windows were hard to open and close. the property is very good and the staff is also very hospitable . the room that was given to me was just awesome. exactly what i had in my mind .

Our hotel has responded to the review
Our hotel has responded to the review

Dear AM, We very much appreciate your comments regarding your stay at the Mercure Resort Sanur. We delighted to know that you have a pleasant stay with us. It was great to hear that the service that render by our staff meet your expectation. I have been shared with my team and I believe it will motivate them to keep up their performance. We do apologize in regard of check in experience, I have been communicate with our front office and housekeeping manager for our further action and improvement. The breakfast choice for vegetarian also has been shared with our chef for evaluation. We take note on your concern of room renovation, we continually work in improving the Resort, which includes the bedroom tiling, bathroom and electrical installation / additional lighting facility. Our extensive internal maintenance programs is still carried on and we should have replaced 52 bathrooms’ worth of the older mosaic tiles, which look very dated and are hard to maintain. Please feel free to contact us at ge… if you have plan to visit us again. Thank you for sharing your experience and e looking forward to welcoming you again. Sincerely, Eka Handayani Guest Experience Manager

AccorHotels certified review
Christine B. Couples - 11/02/2018
« Disappointed »

We were disappointed with the overall experience not what we expected

Our hotel has responded to the review
Our hotel has responded to the review

Dear C B, We very much appreciate your comments regarding your stay at the Mercure Resort Sanur. We regret to know that your experience did not meet your expectation, please allow me to express my sincerest apologize. I have checked your room with our housekeeper and Engineering Manager and please rest assured that we have taken the necessary actions to rectify the defect. We take note on your survey score where the attention of arrival, room cleanliness, and accommodation. It has been shared with our respected department for further action and our improvement. Please feel free to contact me at gm… if you have plan to visit us again. Once again, thank you very much for your concern and we look forward to welcoming you in the future. Sincerely, David Lane General Manager

AccorHotels certified review
Lou Couples - 11/02/2018
« Grounds were nice but room was dated and scruffy »

I was expecting a 4 star experience but seemed more like a 2 star.

Our hotel has responded to the review
Our hotel has responded to the review

Dear LB, We very much appreciate your comments regarding your stay at the Mercure Resort Sanur. We regret to know that your experience did not meet your expectation, please allow me to express my sincerest apologize. We take note on your concern of room condition and addressed with our respected department especially our housekeeping manager. Please rest assure that we take a necessary action to rectify the defect. Training also has been conducted to all of our room attendant for improvement. We hope that you give us opportunity to serve you better in the near future. Please feel free to contact us at ge… if you have plan to visit us again. Thank you for sharing your experience and e looking forward to welcoming you again. Sincerely, Eka Handayani Guest Experience Manager

AccorHotels certified review
Edouard R. Solo - 06/02/2018
« Great stay .. »

Was amazing being in the hotel as a guest, was welcomed in a great way, treated uniquely, could have been a dream stay if not some issues that took place.

Our hotel has responded to the review
Our hotel has responded to the review

Dear ER, We very much appreciate your comments regarding your stay at the Mercure Resort Sanur. We are delighted to know that you have a pleasant stay with us. Its feels great to hear that the service rendered by our staff was impress you. I have been share your comments with our team. I am sure that this feedback will motivate my team to keep up their performance. Please feel free to contact us at ge… if you have plan to visit us again. Thank you again for sharing your experience, and we looking forward to welcoming you again in the near future. Sincerely, Eka Handayani Guest Experience Manager

AccorHotels certified review
Kurt T. Couples - 05/02/2018
« Very nice »

Nice beach and bar and restaurants

Our hotel has responded to the review
Our hotel has responded to the review

Dear K T, We very much appreciate your comments regarding your stay at the Mercure Resort Sanur. We are delighted to know that you have a pleasant stay with us. Its feels great to hear that our bar, restaurant, service and fasilities meet your expectation. I have been share your comments with our team. I am sure that this feedback will motivate my team to keep up their performance. Please feel free to contact us at ge… if you have plan to visit us again. Thank you again for sharing your experience, and we looking forward to welcoming you again in the near future. Sincerely, Eka Handayani Guest Experience Manager

AccorHotels certified review
Johannes Couples - 02/02/2018
« Good hotel but...... »

1. Very nice hotel. Needs some maintanance though. You can see its an older hotel. 2. Its not a petting zoo, its a hotel ! Please get rid of the cat beging for food in the restaurant. 3. Dogs on the beach shitting next to your beachbed and guests walking through it. Security on the beach has no effect. I will write this as well on tripadvisor. Something has to be done about the animals in the hotel.

Our hotel has responded to the review
Our hotel has responded to the review

Dear WJ, Thank you for sharing your experience during your stay at Mercure Resort Sanur. With regards of maintenance, we continually work in improving the Resort, though until a full Refurbishment occurs, some elements of interior design will be remain at the original design. Our extensive internal maintenance programs is still carried on and we should have replaced 52 bathrooms’ worth of the older mosaic tiles, which look very dated and are hard to maintain. This project is already 43 rooms completed. We have also changed nearly 20% of the Resorts bedrooms’ tiles and more are being completed now. With regards of animals in the hotel, we have been working with pest companies to control pest / animals in resort and we also working with local organization who look after street cat & dogs. Indeed, it is a challenge while they came to our beach premises from our neighboring area. We gently take them out of the resort although some of the guests are offended while we chase the cat / dogs away. On the other hand, we also gently approach our guests not to feed them during their stay. Please feel free to contact us at ge… if you have plan to visit us again. Once again, thank you for sharing your experience and I hope that you will give us opportunity to serve you again in the near future for better experience. Sincerely, Eka Handayani Guest Experience Manager

AccorHotels certified review
Kim T. Couples - 02/02/2018
« Disappointing »

At check in, I was very dissapointed I was not acknowledged as an Accor member. I was not given a voucher for my welcome drink. The room I was given was not in good condition and not very clean. There was quite a lot of rubbish around the front door step and bed linen not 100% clean. However, being tired from a long flight it would have to do. Next mornng, we had an electricity fuse and no aircon no lights etc. I rang reception and waited 15 mnutes and nobody came, so rang again and 10 mnuts later the maintenance staff arrived. I spoke with the duty manager and asked to change room. I walked back to the room with him and pointed out the problems. The duty manager agreed and appologised then took photos of the dirty linen and rubbish near the front door his phone. We were then moved to another room. I also took photos.

Our hotel has responded to the review
Our hotel has responded to the review

Dear KT, Thank you for sharing your experience during your stay at Mercure Resort Sanur. We regret to hear that you have experienced a number of inconveniences during your stay and please allow me to express my sincerest apologize for that. I was actually surprised to read your review as what you describe is definitely not the standard of service we usually offer to our guests. Training will be conducting for all of our staff especially front office team to improve their product knowledge, communication skill, and attentiveness. I was very sorry to hear about the shortcoming you experience in the room, our Duty Manager has been shared your concern and please rest assured that we addressed with our respected department for further follow up and improvement. Please feel free to contact us at ge… if you have plan to visit us again. I understand that we did not meet all your expectations, as a loyal guest of AccorHotels I hope that you will give us opportunity to serve you again in the near future for better experience. Sincerely, Eka Handayani Guest Experience Manager

AccorHotels certified review
Ole G. Solo - 01/02/2018
« A very pleasant and enjoyable stay in nice surroundings »

Can best be described as "That is why I keep coming back" to Mercure Sanur Beach Resort

Our hotel has responded to the review
Our hotel has responded to the review

Dear O G A, Thank you for sharing your experience during your stay at Mercure Resort Sanur. Being able to read your review really delights us and of course knowing that you could leave our resort with a wonderful memory of your stay is truly rewarding. Your valuable feedback has been shared with my teams and I am sure it will motivate them to keep up their performance. Once again, thank you for sharing your experience and we looking forward to welcoming you back in the near future. Sincerely, Eka Handayani Guest Experience Manager

AccorHotels certified review
Ryan L. Couples - 30/01/2018
« Enjoyable and pleasant »

very enjoyable, only significant improvement I would suggest would be upgrade of areas like paving around the pool, especially Sahadewa. Was very pleased with room upgrade as an Accor plus member and found the staff very helpful and pleasant.

Our hotel has responded to the review
Our hotel has responded to the review

Dear RL, We very much appreciate your comments regarding your stay at the Mercure Resort Sanur. We are glad to know that you had enjoyable stay with us. Thank you for provide us constructive feedback in regards of improvement at our Sahadewa pool. Please rest assure that this concern has been addressed with our respected department for further follow up. Its feels great to hear that our staff were very helpful. I have shared your comments to the entire team and I believe that it will motivate them to continue proving excellent service to our guests. Thank you again for sharing your experience, and we looking forward to welcoming you again in the near future. Sincerely, Eka Handayani Guest Experience Manager

TripAdvisor review
493carolg Family - 30/01/2018
« Family holidays »

Whilst the hotel in general is looking a little run down the rooms are spacious and clean. Problem with ants but once the front desk was informed they quickly came and swept and sprayed. We did have a daily problem with our door keys not working but that just added to our step count! My main grudge is that the pool sun lounger cushions were not packed away when it rained or overnight so are really ferral. In relation to getting discount being an Accor member they were not forthcoming giving different reasons depending who you asked.

Our hotel has responded to the review
Our hotel has responded to the review

Dear 493Carolg, We very much appreciate your comments regarding your stay at the Mercure Resort Sanur. Its feels great to hear that our room cleanliness meet your expectation. With regards of Hotel refurbishment, we pleased to inform that we do continually work on improvements to the Resort, though acknowledge until a full Refurbishment occurs some elements of interior design will be still in the original design. Our extensive internal maintenance programs is drawing to a completion and we should have replaced 52 rooms worth of the older mosaic tiles which look very dated and are hard to maintain. This project is already 43 rooms completed. We have also changed nearly 1/5 of the Resorts bedrooms’ tiles over the last few months and more are being completed now. We took into account your constructive notes regarding our key problem and pool sun longer. I have personally shared these points with our respected department for immediate actions. Thank you for sharing your experience and we looking forward to welcoming you again in the near future. Sincerely, Eka Handayani Guest Experience Manager

AccorHotels certified review
Ron A. Families - 29/01/2018
« Extremely enjoyable »

The family suite was very suitable, the staff, customer service and quality of the buffet breakfast was superb.

Our hotel has responded to the review
Our hotel has responded to the review

Dear RA, We very much appreciate your comments regarding your stay at the Mercure Resort Sanur. We are truly glad you chose to come back to our resort and thank you for your loyalty. We are super thrill to know that you have extremely enjoyable stay with us where our family suite, breakfast, and our service was meet your expectation. I have been share your feedback with all of my team and I am sure it will motivate my teams to keep up their performance. Thank you for sharing your experience and we looking forward to welcoming you again in the near future. Sincerely, Eka Handayani Guest Experience Manager

AccorHotels certified review
Naomi Families - 28/01/2018
« lovely location, friendly staff »

we had a great time

Our hotel has responded to the review
Our hotel has responded to the review

Dear NM, We very much appreciate your comments regarding your stay at the Mercure Resort Sanur. We delighted to know that you have a pleasant stay with us. It is always a pleasure to receive positive feedback where you felt satisfied with our service and facilities . I have been share your comments with our team. I am sure that this feedback will motivate my teams to keep up their performance. Thank you again for sharing your experience, and we looking forward to welcoming you again. Sincerely, Eka Handayani Guest Experience Manager

AccorHotels certified review
Adam Friends - 25/01/2018
« A decent stay, just needs a little work and freshen up »

Staff were the highlight of my stay and so attentive. Rooms are a little tired and could do with some maintenance, and complimentary toiletries etc were limited which as a platinum member I’ve grown accustomed to travelling globally with the brand.

Our hotel has responded to the review
Our hotel has responded to the review

Dear AW, Thank you for taking the time to share your feedback with us. We delighted to know that the service rendered by our staff was impressed you. I have been share your feedback with my team and I am sure it will motivate all of my team to keep up their performance. With regards of room condition, we pleased to inform that we do continually work on improvements to the Resort, though acknowledge until a full Refurbishment occurs some elements of interior design will be the original style. Though having said this, our extensive internal maintenance programs a drawing to a completion and we should have replaced 52 rooms worth of the older mosaic tiles which look very dated and are hard to maintain. This project is already 43 rooms completed. We have also changed nearly 1/5 of the Resorts bedrooms’ tiles over the last few months and more are being completed now. We will work diligently to do the best we can prior to any Resort Owner’s approval for refurbishment. We strive to deliver superior service for every guest, thank you for your loyalty and I am sad to read that the room amenities did not meet your expectation. Please rest assure that your constructive feedback has been carefully note and addressed to our respected department for our improvement. Thank you again for sharing your experience and we hope you will be kind enough to give us another opportunity to serve you better in the future. Sincerely, Eka Handayani Guest Experience Manager

AccorHotels certified review
Dave Couples - 24/01/2018
« Sanur »

The room needs updating

Our hotel has responded to the review
Our hotel has responded to the review

Dear DD, Thank you for taking the time to share your feedback with us. With regards of room condition, we pleased to inform that we do continually work on improvements to the Resort, though acknowledge until a full Refurbishment occurs some elements of interior design will be the original style. Though having said this, our extensive internal maintenance programs a drawing to a completion and we should have replaced 52 rooms worth of the older mosaic tiles which look very dated and are hard to maintain. This project is already 43 rooms completed. We have also changed nearly 1/5 of the Resorts bedrooms’ tiles over the last few months and more are being completed now. We will work diligently to do the best we can prior to any Resort Owner’s approval for refurbishment. Thank you again for sharing your experience and we hope you will be kind enough to give us another opportunity to serve you better in the future. Sincerely, Eka Handayani Guest Experience Manager

AccorHotels certified review
R.rajantharan Solo - 23/01/2018
« Great Garden but Unsatisfactory Service »

Positives: 1. The resort has a beautiful garden and external environment Negatives: 1. Ridiculously bad Wifi service and nothing was done despite complaining 2. Dirty bathroom with fungus growing on the tile grout and scum marks everywhere (Room 161) 3. TV reception that goes off frequently due to the rain 4. Water ponding at the entrance -- I slipped and hit the door as I was returning to the room 5. Air-cond that didn't work despite the technician coming to repair. It read 18 C but my handphone read the internal temperature as 28 C! 6. Thin floors -- had to complain to #2424 as occupants above my room were stomping about in their room at 6am. 7. I am an Accor card holder but misplaced it. Spoke to the Reception to check if I need to re-apply. The FOH girl said she will look into it and update me. But nothing was done and during check-out, no one at FOH knew what I was talking about. 8. Fracas with men manning taxi counter at the resort. I booked a Grab ride to the airport. I understand Grab is service is not allowed into the lobby (which is ridiculous as it is my prerogative to use whatever service I choose to!!). But the day I was leaving, it was raining and the security guard let the Grab car in without any questions. But the taxi man stationed at the lobby there started harassing the Grab driver right in front of me. I had my luggage and it was raining and to shut the taxi men up, I asked the Grab car to drive out of the lobby and only then got into the Grab car by the main road. I find this downright unscrupulous of the resort and who it works with instead of taking care of its customers first. And while all this was unfolding, not a single hotel staff came out to help diffuse the situation. Seriously... such a bad experience with Mercure Sanur.

Our hotel has responded to the review
Our hotel has responded to the review

Dear RR, Thank you for sharing the feedback of your recent stay at Mercure Resort Sanur. We pleased to know that you were enjoyed our beautiful garden and environment. We regret to hear that you have experienced a number of inconveniences during your stay and we do sincerely apologize for that. We take note on your concern of WIFI and addressed directly with our IT Manager for further follow up. I am checking your room #161 with our Housekeeping and Engineering Manager and please rest assure that we take a necessary action to rectify the defect and improve our room cleanliness. With regards of room condition we pleased to inform that we do continually work on improvements to the Resort, though acknowledge until a full Refurbishment occurs some elements of interior design will be still in the original design. Our extensive internal maintenance programs is drawing to a completion and we should have replaced 52 rooms worth of the older mosaic tiles which look very dated and are hard to maintain. This project is already 43 rooms completed. We have also changed nearly 1/5 of the Resorts bedrooms’ tiles over the last few months and more are being completed now. Pleased be informed room 161 is already put in our list for maintenance project in this week. Thank you for your loyalty, and I am sad to know the service that rendered by our staff did not meet your expectation. I was surprised to read your notes as it definitely does not reflect the usual standards of services we offer. Training will be conducted to the related staff to improve their communication skill, product knowledge and attentiveness. Your constructive feedback in regards of taxi driver has been carefully addressed with our respected department for our further follow up and improvement. I am in communication with local taxi operator related to the incident occurred. Indeed it is a social element that we need to address and it should affect our guest experience. Thank you again for sharing your experience and we hope you will be kind enough to give us another opportunity to serve you better in the future. Sincerely, Adrian Utomo Executive Assistant Manager

AccorHotels certified review
Paula Solo - 19/01/2018
« Relaxing, rejuvenating, revitalising! »

Affordable luxury in great location.

Our hotel has responded to the review
Our hotel has responded to the review

Dear PM, We very much appreciate your comments regarding your stay at the Mercure Resort Sanur. It is always a pleasure to receive positive feedback where you felt satisfied with our hotel service and facilities. I have been share your feedback with our team. I am sure that this feedback will motivate all of them to keep up their performance. We take note on your survey where the score of WIFI was below and it has been addressed to our IT Manager for our evaluation and improvement. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Eka Handayani Guest Experience Manager

AccorHotels certified review
Karen Couples - 17/01/2018
« needs refurbishment »

The staff were as always brilliant, smiling ,helpful and obliging. Unfortunately the whole hotel is looking a bit shabby, by the Shadhawa pool palm trees without a leaf on them.(dead?) Several buildings with patched covers on the beautiful thatch roofs ( repairs being repaired!!!) not a good look. Bathrooms in desperate need of an update , a coat of gloss paint on bathroom and wardrobe door would be an inexpensive update. Put up shelving in wardrobe beside the safe as most guests have very little hanging clothes and need to put tops and shorts on shelving. Up date the guest folder, note paper and a pen, notices of hotel special features, special dinners, schedule of Hardy bus, opening hours of shop, how to see in house doctor and times available. These small things show care for your guests. We watched the building next door have an air conditioner replaced and was connected to a wall plug hanging out of the wall getting wet and water running on a live connection and being available to children's careless fingers(an accident waiting to happen). The hotel needs a supervisor to check all work done is safe and tidy and to a standard that the hotel expects. I have seen some dreadful photo's put on site of repairs and damage not repaired correctly or tidily.I realise that skills and expectations are different in Bali than Europe and Australia ,but these are your clientele and these are the people to please. We were at the Mercure for three weeks over the Christmas and New Year and didn,t receive a greeting from management even a photocopy would have been nice.I realise that not all guests were Christians but most celebrated new year holiday. We have been guests at Mercure Sanur for 10 years and this year we were saddened by the decline of the hotel standards. I noticed a lot of seniors like myself who struggled in areas of the hotel namely unable to use stairs had to use the ramp which is very steep but NO handrail the slope from reception down to the rooms again needs a handrail A hand rail into the pools are available but are very low to the ground. I may be a senior but I need some independence. These little things make life independent and happy., the calender says I'm old but my brain says I am NOT I want to keep enjoying my holidays. I worked hard for them and I want to return to the refurbished Mercure Sanur. I love the staff and the setting it just needs a smarten up. Thank you. Never saw Hotel Manager at all in the grounds or in the Restaurant

Our hotel has responded to the review
Our hotel has responded to the review

Dear WKE, We very much appreciate your comments regarding your stay at the Mercure Resort Sanur. Thank you for your loyalty and we are truly honored to know that the genuine personalize service rendered by our staff was impressed you. I have been share with all of my teams and I am sure it would be motivate my teams to keep up their performance. With regards of room condition, we pleased be informed that we do continually work on improvements to the Resort, though acknowledge until a full Refurbishment occurs some elements of interior design will be the original style. Though having said this, our extensive internal maintenance programs a drawing to a completion and we should have replaced 52 rooms worth of the older mosaic tiles which look very dated and are hard to maintain. This project is already 43 rooms completed. We have also changed nearly 1/5 of the Resorts bedrooms’ tiles over the last few months and more are being completed now. We will work diligently to do the best we can prior to any Resort Owner’s approval for refurbishment. I am regret to know that in your 10th visit, the service that we provide didn’t meet your expectation. Please rest assure that your constructive feedback has been carefully noted and shared with our respected departments for immediate action and improvement. It is always a pleasure to welcoming you back again and we hope this experience does not impair on your confidence of our hotel. Please feel free to contact me at ge… if you have plan to visit us again. Once again, thank you very much for sharing your experience and hope that we will have an opportunity to look after you in the future. Sincerely, Eka Handayani Guest Experience Manager

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