Mercure Resort Sanur 4 stars

Customer review rating (ALL Rating) 4.4/5 255 reviews

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Description

Hotel extras

  • 189 unique guest rooms inside authentic Balinese cottages

  • Grand Ballroom around 270 m2 with maximum capacity 285

Our accommodation(s)

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Hotel location

Mercure Resort Sanur

Jl. Mertasari,, Sanur,, Bali, Indonesia
80228 Denpasar
Indonesia

GPS:-8.710925, 115.25405

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Car park
  • Pets not allowed
  • Shuttle
  • Restaurant
  • Wheelchair accessible
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service

PANDAWA RESTAURANT

Pandawa Restaurant with ocean views is open for breakfast, lunch and dinner. European and Asian cuisine. 24-hour room service.

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

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ALL Rating  4.4/5  255 reviews

TripAdvisor Rating  4.0/5  3,100 reviews

Certificate of excellence 2023

Honestly, not great :(

TripAdvisor rating 3.0/5

Hayley C Couples - TripAdvisor review

This hotel is pretty average and certainly not 4* - please check photos for confirmation of this! Very tired and in desperate need of an upgrade, particularly the rooms. The pools are nice but not massive however there always seemed to be sunbeds and towels available. We were there for two weeks in March 2024 celebrating our honeymoon and my 40th birthday and emailed the hotel to let them know, we received a lovely email back confirming the details would be noted on file. No extra touches received which I think is pretty poor for a chain as large as Mercure. Our room was located in the worst possible spot, right at the very back so no beach or pool views for us. Instead we overlooked the tennis court which was full of loud youths each evening so we never spent anytime on our balcony. The food & drink in resort is bland and overpriced. There are loads of restaurants in Sanur only a stone’s throw away offering much tastier, reasonably priced dining. I would NOT encourage anyone to dine within. We visited other areas and would highly recommend Nusa Lembongan. So peaceful, unspoilt and the accommodation (Ketut Losmen Bungalows) was amazing, at a fraction of the cost! Do your research and book in with accommodation that people actually recommend! Bali is beautiful and we hope to return but certainly not to Mercure!

Very relaxing stay

Customer review rating 5.0/5

Cathy Solo - Confirmed reviews ALL

I love staying at the Mercure Sanur. It is well located for a 'quieter' holiday, the staff are wonderful and friendly, the rooms are clean and comfortable and there are two well appointed pools to choose from. The gardens are beautiful to walk through and the day spa has great packages.

Dear Mrs. Cathy Y., Warmest greetings from Mercure bali Sanur Resort. Thank you for your loyalty and feedback. We're thrilled to hear that you had a very relaxing stay at Mercure Sanur and enjoyed our well-located property, friendly staff, clean and comfortable rooms, and beautiful gardens. On the other hand we apologize for any inconvenience regarding the tired appearance of your room and the oversight with the toilet paper supply. Please rest assured, we'll address these issues promptly to ensure a seamless experience for our guests in the future. Your comments are invaluable to us as we strive to provide the best possible stay for all our guests. Thank you so much and We look forward to welcoming you back soon for another wonderful stay. With Kindest Regards, Dayu Purba Guest Experience Manager

Like an old friend.

Customer review rating 4.5/5

Linda Friends - Confirmed reviews ALL

It's like coming home after being away for a few years, thing's need attention and updating, but you still love coming back to friendly staff and relaxing atmosphere.

Dear Linda, Warmest greetings from Mercure Bali Sanur Resort. Thank you for your loyalty and feedback. We're delighted to hear that our hotel feels like coming home to you, with friendly staff and a relaxing atmosphere. On the other hand We apologize for any payment issues you experienced, and we'll work diligently to address them promptly. Your comments are valuable to us as we continuously strive to improve our services. We hope to have the pleasure of welcoming you back soon for another enjoyable stay. With Kindest Regards, Dayu Purba Guest Experience Manager

Poor Customer Service

TripAdvisor rating 1.0/5

vivienne6580 Couples - TripAdvisor review

We are currently staying at this hotel and I can honestly say its awful! I emailed the manager to voice our dissatisfaction but they haven't had the manners to respond. We're staying for 2 weeks, the staff are all lovely, but many things just aren't acceptable! Noisy building work right next to the main pool-we should have been warned about this! Last week the entire country shut down for 24 hours, meaning we had to eat in the hotel-frankly it was a fiasco! Orders written on serviettes or the waitresses hand, no room numbers taken half of the food never turned up, and coming to pay there was a huge que because people were disputing their bill! Gluten free bread ran out one breakfast so I had to go without. The only gf main course available was lamb! That's it! 1 single option! The AI bbq was simply vile! I couldn't eat it, so wasted my money. An injury meant the hotel Dr recommended I ice to reduce pain, rang room service and it never did arrive! Our room is "executive ", no-its extremely shoddy! The sea is murky and full of pollution, I certainly wouldn't advocate swimming in it. Do yourselves a favour and go to a restaurant elsewhere for meals. And we're still here for 2 more days!

Dear Vivienne 6580, Warmest greetings from Mercure Bali Sanur Resort. Thank you very much for providing your genuine impressions related to your recent stay. First and foremost, we would like to express our sincere apology for the shortcomings you encountered during your stay. Upon reviewing our records, we couldn't locate any email correspondence regarding your concerns. We appreciate you bringing this to our attention. Please rest assured, we have addressed this issue with our team to ensure that all guest inquiries are promptly addressed in the future. We're very pleased that our Assistant Front Office Manager were able to connect with you upon your departure date and provide some advancement forward towards regaining your confidence. We have taken your feedback regarding the noisy building work, dining experience, gluten-free options, room condition, and sea pollution very seriously. Our team is actively working to address these concerns and make necessary improvements to enhance the overall guest experience. We cannot express enough how deeply sorry we are that your experienced did not live up to expectations. This is certainly not the standard we aspire to and for this we apologize. We hope you enjoyed other aspects of your stay which will be the lasting memories you may enjoy. If there’s a possibility of you returning to Sanur, it would be our greatest ambition to regain your confidence and I encourage you to contact me directly so I may personally assist you to improve your experience. With Kindest Regards, Dayu Purba Guest Experience Manager ge@mercureresortsanur.com

Relaxed stay

Customer review rating 4.5/5

Anonymous Business - Confirmed reviews ALL

All staff had a smile and the general feel around the resort was relaxed and a happy place

Dear Mr. Paul I., Warmest greetings from Mercure Bali Sanur Resort. Thank you so much for your time to leave us feedback and ratting. Your loyalty mean a lot for us. We're thrilled to hear that you enjoyed your stay and found our resort to be a relaxed and happy place. Our team takes great pride in providing exceptional service with a smile, and it's wonderful to know that their efforts were appreciated. We look forward to welcoming you back for another enjoyable stay in the future for another enjoyable experience. With Kindest Regards, Dayu Purba Guest Experience Manager

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Other web-users rate our hotel

  • 567 reviews 9.5/10 Location
  • 963 reviews 7.6/10 Room
  • 1,183 reviews 9.2/10 Service
  • 18 reviews 8.3/10 WiFi
  • 602 reviews 8.5/10 Food
  • 525 reviews 8/10 Cleanliness
  • 479 reviews 9.2/10 Beach
  • 365 reviews 7.8/10 Breakfast

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