Mercure Chiang Mai

Breakfast, location, room, pool. Everything. But I didn't realise until I had left. From here I want to Ibis Nimman Journeyman and realised how good I'd had it at the Mercure. The Ibis was more expensive so I thought it would be better. Everything was brand spanking new but the rooms are tiny, the pool not as nice and the breakfast not as nice either. The location was VERY Expensive. I highly recommend booking into the Mercure and staying there before they renovate and increase the prices.

The place was tired, becoming in need of renovation.

As a regular guest of the Mercure I was stunned to read the most recent review. I must say the review does not match my very positive experiences of the hotel, its management and the staff. I have hot water and use the wi-fi to back up my iPad and phone without difficulty. If there are difficulties with anything, the hotel responds quickly and effectively. For example, I witnessed the testing of the modems and wi-fi setup, following a customer complaint in April. (The system was working). The most disappointing comments of the review were those on the staff. In all my time at the hotel, I have seen the staff always striving to meet the needs of the customers. They take pride in doing their job well. Many times I have seen them go beyond the call of duty. During the Chiang Rai floods the management and staff organised a trip to Chiang Rai to offer material and show their personal support to the hundreds of households which were underwater. In other words, these people care about others. They care about their community and about their customers.

As a Platinum member of the Accor loyalty program, I chose Mercure Chiang Mai expecting a stay reflective of the brand’s global standards. What I got instead was one of the most insulting, dismissive, and utterly incompetent hotel experiences I’ve ever endured—and I travel extensively, staying in dozens of Accor properties every year. Over a six-night stay, I had no hot water for three days. This happened during Songkran, when guests return to their rooms freezing, soaked, and exhausted—and the best this hotel could offer was lukewarm water that wouldn’t steam a mirror, let alone warm a human being. On top of that, Wi-Fi was completely non-functional on any mobile device for the entire duration. Both myself and my partner had to pay for our own internet access because the hotel offered no resolution, no assistance, and no follow-up. That’s right—a four-star hotel, offering zero actual connectivity in 2025. And the staff? A masterclass in apathy. The Duty Manager and Front Office Manager stared at me in silence as I voiced concerns—like mannequins trained to blink but not speak. No solutions, no urgency, no empathy. When the General Manager returned, instead of addressing the serious failures, she launched into a speech about how great the hotel is and how wonderful her staff are. It felt more like I was offending her friends than lodging a legitimate, well-documented complaint. To top it off, they offered a token gesture: 2 free nights. Out of 6. After half the stay was wrecked. After I had to self-fund services they were obligated to provide. After enduring silent treatment from supposed professionals who clearly don’t care. Mercure Chiang Mai doesn’t just miss the mark—it rips the whole target off the wall. If you value basic comfort, guest service, or being treated like a human being, do yourself a favor and book literally anywhere else. Accor needs to take a long, hard look at this property and ask whether it reflects their values. Because I can tell you from experience—it doesn’t.