Mercure Omdömen 

I stayed at Mercure London Hyde Park in December, 2024. It was a disaster.

This place is awful.

Paid for early check-in, as I flew in overnight from NYC and needed a shower and change before meetings. Arrived at the hotel and was curtly told they had no idea when a room would be available. Directed me to a closet-sized bathroom in the basement to change. After waiting two hours, finally got a room and was told I was upgraded to a "family room" as a perk since my original room still wasn't ready. Fine. Didn't tell me said upgraded room was in the basement without a window, but with a very suspect purple couch that probably has many sordid tales to tell.

WIFI in the basement room doesn't work AT ALL, making it virtually impossible for business travelers to work as needed.

Checked out and was told my bill would be emailed to me. It never was. It is now THREE Months later and I still don't have a copy of my bill. Is this real life? I have emailed at least 15 times. I have requested it via the app. I have requested it via the website. I have called and left voicemails. I have contacted their "Customer Service" through Twitter and Instagram and email and prayers, but they seem unclear that "Customer Support" generally involves "responding to Customers". And yet, here I am, months later, unable to submit an expense report because these clowns can't produce a standard hotel room bill copy.

Steer clear. Many lovely hotels in London, pick literally any other one of them.

A really warm welcome from the night staff member, extremely polite gentleman. Hotel was immaculate. Room was clean and new. Only slight issue was a toilet flush that aimed outside of the toilet itself. Would definitely recommend the hotel in Newport, Wales, UK.

I accidentally booked the incorrect date for my stay. Since the booking was made through Expedia, I contacted their customer service to rectify the error. During the call, their representative placed me on hold to speak with the front desk at the Mercure Hotel Nottingham about amending the reservation to the correct date, 14 December 2024. Afterward, I was informed by Expedia that there would be no issue booking a new room and that the cost for the night would be £75. I was instructed to visit the front desk to finalize the booking.

However, upon arriving at the front desk, I was informed that the charge would be £250 instead of the £75 quoted by Expedia. As I was attending a course at the hotel, I had no choice but to proceed with the payment, despite sharing a screenshot (attached) of the conversation with the Expedia representative confirming the £75 rate.

The following day, after our discussion, Marilena Kristiadhi the Front Office Manager kindly provided me with her business card and assured me that this matter would be resolved by issuing a refund for the difference (£175). At the time, I greatly appreciated her willingness to help with this.

At Ms Kristiadhi's request, I emailed her on December 19, 2024 explaining the situation. I was informed that she was on annual leave and would respond upon her return.

On 5 January 2025 instead of responding to my email in writing she requested my phone number so she could call me. On 8 January 2025 Ms Kristiadhi called me to tell me that she would not be honouring her word, the second time, and that a refund would not be issued.

I emailed her asking her to please put it in writing. I have yet to receive her response in writing.

Subsequently, I called Expedia asking if they could assist. Expedia was shocked and have sent the Mercure Nottingham an email regarding the situation.

The Mercure Nottingham have not responded and I doubt that they will honour their word. They took advantage of my misfortune and ripped me off for £125. Charging me £250 for a nights stay in their stinky hotel.

When I arrived in my room there was a hair on the bed sheets (I have a picture). I reported it to the front desk they said, "it must have been one of the cleaner's hairs which fell on the bed while she was making the bed". Gross! Nothing was done about it.

I have a screen shot of the conversation with Expedia which proves that the Mercure hotel had agreed to charge me £75 but decided to rip me off and charged me £250!

Don't deal with these thieves!

Recently stayed at Mercure Hotel in Oxford
Tried to park in their car park, where we were meet by the front desk staff member, who had to move his car? He wasn’t very helpful, not a good start, So we can park (by the way is it cost for parking £30…. To park in their own car park. Then we had to leave our key at reception just in case they need to move the car (are their staff insurance to move customers cars ! Probably not.
Room…
Paid £260 for a double privilege room, not worth it at all, room was clean.. nowhere pictures on the wall were, creepy, room was
dull not very welcoming. Bed was rock hard.. Shower was the only nice thing about the whole room.
Staff:
Not very helpful at all? We asked for some drinks after sorting our clothes and getting settled on the room.
We waited half an hour for a hot drink and a beer.
Staff really could not be bothered to be honest
Overall would not go back there at stay
No atmosphere at all, not felt welcome
Staff cannot be bothered, hotel dull and needs refresh….
Not a four star hotel very disappointed
Positive…. Good location to town center
😡

Hi,

Onlangs heb ik met een vriendin voor haar verjaardag bij jullie een high tea geboekt. Helaas moet ik zeggen dat we het erg vond tegen vallen voor het bedrag wat ik heb betaald als cadeau voor haar verjaardag.

We vonden de service (ondanks het enthousiasme en de vriendelijkheid) geen professionaliteit uitstralen. Het duurde lang voordat we weer heet thee water kregen, en toen we het kregen moesten we het doen met onze oude glazen waar nog koud thee water in zat.

Ook had mijn gezelschap een broodje zalm die ze graag mee wilde nemen omdat ze anders de rest niet op kreeg en ze het zonde vond. Na meerdere keren vragen of ze het voor ons in een bakje konden doen, kregen we een bakje op tafel. We hadden liever gewild dat het broodje zalm nog even de koelkast in kon.

Ze waren op de hoogte van mijn pinda en noten allergie, waar ze wel op hadden gelet, maar ik miste duidelijke uitleg. Voorbeeld: de originele ijstaart mocht ik niet maar er waren wel een paar andere smaken die ik mocht, maar ik snapte de uitleg niet. Daarna kregen we 4 kleine cup cakes geserveerd, maar een paar minuten later werd tegen me gezegd dat ik het beter niet moest eten want er was geen ingrediënten lijst van de cupcakes, wat erg jammer en onduidelijk was.

Verder vond ik de kwaliteit van het eten wat ik wel mocht (zoals de scones) teleurstellend. Het lekkerste van heel de high tea vonden we de bubbels wat natuurlijk jammer is van de ervaring die ik voor haar verjaardag wilde geven.

Ik vond nogmaals het personeel vriendelijk, maar het kwam erg chaotisch en onprofessioneel over..

I live locally to the Sheffield St Paul’s Mercure and came in for a cup of coffee. On entering the restaurant, a waitress serving a nearby table asked, rather rudely, what I wanted. When I said I was looking for a cup of coffee, she said “It’s not free, you know “. Quite unbelievable! I told her that I wasn’t expecting free coffee and the customer at the table had to inform me that coffee was served in the bar.
Not impressed. Perhaps someone needs some training on customer service. . . .
A true Fawlty Towers experience…!
Karin H. Sheffield
2 November 2024

I am writing to formally express my profound dissatisfaction with the treatment I received from the Mercure Hotel Rochdale during what was meant to be a much-anticipated getaway. Regrettably, my experience stands out as the worst customer service issue I have ever encountered, and it warrants immediate attention and action.

I had saved diligently for a short break in Manchester with a close friend, during which we had planned to stay at your esteemed hotel. However, on the very day I was set to travel, my friend faced a sudden and severe health crisis when she was diagnosed with gallstones. This unexpected medical condition required immediate attention, and she was rushed to the hospital, making my trip impossible.

In the aftermath of this unfortunate event, I attempted to amend my hotel booking through Booking.com. Unfortunately, my efforts were fruitless as the system did not allow for any changes. Finding myself in this predicament, I reached out directly to the hotel multiple times, hoping for assistance and understanding from your staff.

To my dismay, I was met with an unhelpful attitude that seemed indifferent to my situation. Each attempt to discuss my circumstances resulted in being brushed off rather than receiving the support I desperately sought. This lack of empathy and customer care was shocking, especially from a hotel that claims to uphold high standards of hospitality.

In my final effort to find a resolution, I requested to speak directly with the hotel manager, Mr. Rama. I had hoped that his position would enable a more helpful response. However, our conversation took an unexpectedly negative turn. Mr. Rama's demeanor was rude and arrogant; he exhibited a blatant disregard for my predicament. To my utter disbelief, he suggested that I should simply not stay at the hotel and dismissed my concerns with a level of disrespect that I could hardly fathom.

As someone who works in the service industry myself, I find it appalling that Mr. Rama displayed such a lack of professionalism and sympathy. His actions not only reflect poorly on him personally but also impact the reputation of the Mercure brand as a whole. Guests should feel valued and supported, particularly in difficult situations, and it is my firm belief that Mr. Rama is not suited for a role in hospitality.

This whole experience has left me feeling frustrated and disheartened, especially considering I was grappling with a significant health issue at the time. I implore you to take this complaint seriously, as it speaks to a larger concern regarding your hotel's customer service policies and staff training.

Shareen khan

Copying entry I placed upon Secret Escapes whom 'promote' this hotel/deals.

Booked a two night stay at Mercure Hotel Albrighton Shrewsbury using Secret Escapes offer. The offer was for 2 night stay in a Superior Room with dinner credit.
A friend had stayed here before and used Secret Escapes to book same deal.
Upon arrival 13th October we were shocked to discover that we had been put into a 'basic' room with none of the niceties placed. The room was small, at the rear section of the hotel (an outbuilding converted stables ) and tired. We couldn't even get reliable Wifi to plan out outings. I immediately contacted reception and after 20 minutes advised that the room booking that had come through the portal was wrong and there was nothing that could be done. They 'ran around' and collected a coffee machine, some slippers and a couple of robes but this was just crazy. We were no where near the spa/sauna - it was raining and ruined the whole two week long awaited break. The staff tried to do what they could saying that the hotel was full - but it wasn't. Even the next day our room was only half serviced and again the management team didn't know how this happened. I will put this review on Mercure Trustpilot entry too as both companies are at fault. Annoyingly after I reported the issue to Secret Escape they told me to contact reception - in my original email I told the I had!!! After a few email exchanges with Support - the thread just dies. After 5 days since last contact I asked for an update nothing!

Be careful - I booked a stay using their app under a "flash sale" - I had to shorten the booking which can't be done on the app, and the cost per room went up significantly.
When I spoke with customer support I was told there is nothing they can do about this.

I could understand it if I was completely changing the dates, but this feels punitive and has put me in a difficult position.

Really unimpressed - I've used Mercure hotels for years and this feels like a big step backwards in customer service.

Upon checking in on 26/09/2024, I was informed by the receptionist that my payment had not gone through, and I was required to pay again for my stay. However, after reviewing my bank statements, I discovered that I was charged twice for the same room: once by Agoda and once directly by hotel. Customer service just ignored my request for Refund

Terrible getting through to reception. Lovely inside but rooms are very dated. No conditioner for hair. Didn't get told that local gym they use closes at 7pm so was going to chill out, main reason for going but arrived just after 5pm and had no time. Didn't cater that well at breakfast for gluten free and allergies. Staff did bring 2 slices bread out when I asked but all other stuff I couldn't eat, cereals, croissants etc. Definitely not a 4 star hotel. Drinks very expensive. Probably wouldn't return, the double bed was 2 singles pushed together.

Booked the Mercure St Nectaire for 3 nights. Couldn't believe what we would be looking at from our bedroom, a derelict building probably an hotel the same size as the Mercure. Outside the hotel were concrete flower troughs which were neglected. The windows on the ground floor roadside were obviously never cleaned. We decided to eat at the hotel. My wife asked for tomato salad and was told there were no tomatoes, then she asked for the truite and was told there was no truite . I ordered a bottle of red wine and they brought rosé. With the windows open the noise from the road was intolerable with them shut the room was stifling, no Aircon even e the room was described as superior. On Friday which must have been house keeping day our corridor was full of trolleys, when we returned at about 16.30 there were piles of towels left on the floor which had obviously been forgotten. Fortunately for us there was a superb restaurant 2 minutes away. The last time I use an Accord hotel

I attended a family baby shower with an elderly relative. Being preoccupied with looking after the elderly relative I didn’t put my number plate into the device in the hotel lobby. I then received a parking charge for £100. I phoned the hotel to see if they could do anything to help regarding this parking charge as I was parked in their car park for a genuine reason and I got a very rude unhelpful member of staff who told me I would have to go though the appeal process and there are 16 signs in the car park. I asked to speak to a manager and she said he wasn’t in until later in the day but he would give me the same response. I appealed to Parking eye and gave evidence of a receipt for drinks that we bought at the baby shower and a copy of the proposed events agreement for the baby shower and they declined my appeal and told me I could pay a reduced parking charge of £20 or go down the route of a second appeal to POPLA. I am now awaiting the outcome of my second appeal. I am appalled that a hotel chain thinks this is an acceptable way to treat a genuine customer of their hotel so I would not recommend this hotel to anybody.

I am writing to you to raise an issue about: Hotels

The issue that I have experienced was: Hi,
I had 4847 points in my loyalty program that was cancelled because expired.
The advisor I spoke to over the phone agreed to put an exception if I stay at one of accor hotel the points will be reset and reverend to my account. Suddenly I got an email saying no that won't happen.
I spoke to unhelpful agent explaining the situation but refused to log a complaint. Eventhough it was Accor error as I was misadvised.
Previously I wanted to extend the points and was told I can eat from the participated restaurants (Leeds - Soap) when I went yo the restaurant they said don't know anything about this program. And I wasted a journey.
Called Accor again to explain to them however no help.

I'm not happy and I want my points reversed.

Regards

It occurred on: 2024-04-15

This meant that Lost my points , costed me phone calls, journey, embarrassment

Reverse my points

Reservation or booking reference 15047013
Hotel name or location Accor

Paid just shy of £200 for two nights stay at the Mecure Birmingham West Bromwich, to experience the following:
i) a stay in a room that stank of damp, rotten drains (they seemed to think that coming up to spray some cheap air fresheners, loaded with phphalates, to aggravate my lung issues was an acceptable solution .. .)
ii) be disturbed by the heavy fire door, with no soft close, which kept me awake all night, and
iii) WiFi so bad, I had to go into my Sky account and roll over my mobile data,, so I could listen to Audible, as sleep was impossible.

Promised by Expedia and the hotel a refund, then they went quiet. I wrote and told Expedia I wasn't happy, and fir the last four days I just received shallow promises that they would sort it out, thrn, tonight, I received a shallow and insincere email from Expedia stating that the hotel had refused to accept any responsibility, so, that was that.

I am disgusted that there was not even any offer of a free meal (we bought two meals in the hotel, over that weekend). They could at the very least have offered me the very overpriced breakfast,, as some sort of compensation, but together with Expedia, just preferred to lie and string me along, promising a refund that they must have known they wouldn't honour.

I will see what Rip Off Britain has to say, and never use either this poor excuse for a hotel, nor Expedia again. Dusgusting treatment.

Daventry Court Hotel. Disgusting and definetly not a 4 star! Mould on windows, holes in bed sheets and no air in room

I made an on line pre-payment booking at 10 am on 22 /3/2024 for one night at Ibis,Dieppe on 14/6/2024. I immediately realised the date should be 14/7/2024 so phoned hotel direct at 10.05 a.m. to change date, this was done. On 11/6/2024 received a check in notification for 14/6/24, from central system, I told them of change to 14/7/24 was told that this was regarded as a cancellation and under their terms I would have to pay again on 14/7. i.e. pay twice for the booking. Seems quite unfair and unreasonable to me.

We arrived on a four night stay for sightseeing in York. We booked this after looking at the website and seeing the very elegant entrance and public spaces. Unfortunately that’s where it all stops, the room was something out Faulty Towers! The bathroom had fittings that clearly 50/60 years old with chrome missing and rusted. My wife was unable to turn them on. The bath sealant was put on very thickly and without any care. The furniture in the room had missing edging, this they had tried to cover up a particle board with pant. Clear no care had been taken and no skills by the butcher of a wood worker. The WiFi is fantastic in the reception/bar area, we had two rooms and allowed the password for an alternative WiFi both or which did not work in both rooms. After two night of this substandard room we moved to another, this time a suite in the ground floor, the sink was blocked but it was fixed the next day with the room technician pouring some chemical down to clear the problem. This room was an improvement which had a newer bathroom although once again the bath sealant sticking down the shower screen which should have had a soft plastic seal to allow the screen to move, also the fitting on the overflow had not been fitted correctly showing a hole through. Our general impression after four days is don’t waste your time book the Premier Inn down the road! I rang to speak to the manager after receiving a standard response to dissatisfied clients, promised a call back, this never happened. I really felt sorry for the front of house staff who must be constantly taking the issues with rooms and WiFi and do their best to keep clients happy, Laura did her very best for us but cannot refurbish this hotel to return it to a five star hotel.

2 night stay Friday and Saturday, check in Friday, check out Sunday

The overall look of the hotel from the outside is brilliant.
Entry into the building clean and tidy.
Receptionist polite and smiling.
First issue was the door card would not work, on returning to reception, I was made to think it was my fault and not a fault of the door card programming.
On entering the room it looked clean and tidy, looked the operative word.
The carpet was rucked in front of the dressing table.
Dressing table was in essence, unusable as such, it had a cluuttered look to it, Tea, coffee, cups, kettle, coffee machine to name a few bits.
Kettle was clean and dry inside.
The extractor in the bathroom was noisy and took at least 10 minutes to switch off after switching off the bathroom light, (there was a note that stated it would remain running for 7 minutes), the bathroom looked cleanish.
Grubby sealant replacement around the bath.
Shower was extremely difficult to turn off after use.
Dust in vent below the sink.
bottom of wall tiles were jagged edged by door.
The alam sensor in the room was minus its protective cover.
The carpet next to the bed had thick pulled black threads about 4" in length (the black was part of the carpets pattern), these could not be missed by someone using a vacuum cleaner. Simple remedy would be to trim the pulled threads.
The bed wasn't secured together so there was a4 to 5 inch gap between the top half and the bottom half, only thanks was it was an extra thick (depth) mattress which wasn't comfortable or uncomfortable, sort of inbetween the 2.
Sleep was disturbed throughout the night by the hotels aircon system which is housed in a large 2 storey extention to the rear of the building.
This is at the rear of the building and as we were at the rear also (it wasn't pleasant).

Also the room door which is claimed to be a FireDoor has a gap between it and the thresshold of almost 1", therefore making it much less than a FireDoor should it ever need to be so.
I can only trust that should escape be neccessary that the windows would somehow be openable, (we were on the ground floor), they appeared to be in a perminant locked situation as neither could be moved up or down.

The saving grace giving it a 1 star is the fact that the breakfast meal was good.
Excellent choice of hot and cold drinks.
All food was or appeared to be cooked and hot.
The scrambled egg was starting to brown over from the heated holding lamps.
Second days breakfast wasn't as appetising due to there being what looked like a black pepper on the mushrooms, (making them taste spiced).
mentioned the aircon noise to the receptionist as we were checking out and just got a smile and an "enjoy your day".

We would stay here again but not in a rear room.
We recieved an email from the hotel which stated,
All our staff are heavily measured on these 3 key areas which are overall satisfaction/Room cleanliness and breakfast.

If you feel that your stay was a 8 or below, we would love the opportunity to discuss with you further, prior to completing your survey, so we can try our very best to transform that score to an 8 or above.

On trying to speak to someone at the hotel over a 2 day period the phone, on answering there is a recording giving choices, no one answered on any of the attempts we made.

The email to leave feedback for the hotel lacked one important thing, a working link to the alleged survey.

Other than the above a few extra minor points (tired looking bedside furniture, wall lamps you would have to get out of bed to switch off, intermittant or non existing wifi), we enjoyed our days in York.

Thinking of staying here, choose a room either on the side or to the front.
Our room was 118 ground floor, named Park View, though there didn't appear to any park view other than a car park and the side of the HiVac/AirCon building.

My stay over the Festive period at the Fairfield Manor hotel in York from 24th December to the 28th December 2023 was the most unhappy Christmas I have ever experienced. The host from "GoSingles" the organisers was a gentleman called Gary who by all accounts had come over at late notice from Turkey.

Christmas Eve began with a meal around 19:30. All the guests had prefilled their choice of meal through the “GoSingles” organiser Beth Austin.

Our names were written on a piece of paper with our choices and put on the table at our designated seats. The meal was served but there was still confusion about who had ordered what, so it seemed pretty pointless to prefill the form in. Guests expected half a bottle of wine which their meal because it appeared on the “GoSingles” website. I overheard a member of staff speaking to Gary and the gist of the conversation was that the website was wrong, and wine will be charged to their room.

There were clearly not enough staff on duty and a few guests were left waiting by the bar to be served with other drinks, but no one was available to serve them for some time. The meal was below what I would expect as it was so bland.

On Christmas Day the meal was terrible. It was tasteless, and I could have cooked Christmas dinner myself better than that, even though I am not a chef! I never saw the chef so have no idea if they had a qualified one. The so-called roast potatoes tasted like warmed up “Aunt Bessies.” I had to ask during the meal for cranberry sauce which I have subsequently been told by the Mercure management was on the table, but I had not spotted it! So why did the staff go and get some cranberry sauce if it was already there? The gravy arrived when guests had eaten about half their meal. Gary the "GoSingles" host had made no effort to go to any table and ask if everyone was happy. A few people on my table complained that the wine was not supplied and also about the poor quality of their meals. All we got from Gary was that:- “I can get your room changed, but I can do nothing about what comes out of the kitchen!” Whilst that may well be true, he could at least have said that he would pass it on to the management at the hotel. It fell on deaf ears, if indeed he even heard me as so many people were talking over each other at the time. I am afraid that his attitude was dismissive, and the impression I got was that we were lucky to have him at all as he was filling in having come over from Turkey to help out. He could at least have made the effort, and I know that I could have done a better job as a host, yet he was paid to be the host at the hotel. Nice work if you can get it! He was a pleasant gentleman but that is not the point. As a host he did not appear to be interested in guests concerns.

On Christmas day in the evening, I decided that I had had enough and would go home. I handed my room card to reception and went to my car. However, the reception manager chased after me in the car park and said that I was not due to leave until the 27th December 2023. I explained my reasons and he was very apologetic. He invited me back into the hotel and we had a chat. He agreed that the host should have passed on any guests’ dissatisfaction to him.
The Manager took me back in to the hotel and brought me a drink, so it would not have been wise for me to drive back to the south coast. I left after breakfast on Boxing Day and another guest left on Christmas Day. I had paid twenty pounds for the trip to York on that day, but it is not about the money, it is about whether you are happy where you are staying.

Needless to say I received the standard response from "Mercure" saying that I was the only one to complain. Yes that old chestnut again. Guests compained at the time of the meal, but rarely do guests go online to express their feelings as it is so time consuming, and people just want to put it all behind them. I understand the hotel is a franchise, and having contacted the higher management on the website "CEO e-mail addresses" regarding my concerns. I received no response which is what I expected. They want the accolades, but not any feedback as to how they could improve.

Now I know why it was a "cut price" Christmas break. Untrained staff thrown it at the deep end which led to poor service. I treated the waiters with respect as I knew it was not their fault for all the failings. Quite where the 5 star reviews have come from for this Festive break astounds me. I think that they should prove that they were guests at the hotel and not a friend or a member of staff.

I don't think the "Mercure Hotel" in York or "GoSingles" the organisers are interested in customer feedback. They will probably blame each other but of course keep the money they have received from unhappy cuatomers without accepting any liability for the poor service. I have given one star because my room was of an acceptable standard..