Mercure Omdömen 

I needed to book a room at the last minute so I phoned a few hotels who were unfriendly and unhelpful.However when I called the Mercure West hotel in Birmingham and spoke to Yvonne things got better.This lady was exceptional and helped in everyway she could, nothing was too much trouble.

Lucky to get one star, my wife and I are currently staying here in room 601, no heating, reception delivered two portable electric heaters which make deliver virtually no heat, mid December and it is freezing, reception can do nothing for us as maintenance not able to deal with problem until tomorrow morning and cannot move room as hotel is full, £225 per night !!!

Stayed for two days, had a conference room and hotel room. Left an expensive coat but called within an hour of leaving and have been ignored ever since, apparently they have a process to take coats to lost property immediately but no one seemed to know where it was! Been promised by three people that my coat will be located and will call back.. each person forgets to call! I’ve asked for head office and complaints process but still waiting! Dishonest and unprofessional

Had a spa break on 25th 26th September 2023 had a problem with the spa .the duty manager assisted us at the time and said the manager would be in touch with in two days she didn’t we rang the hotel and emailed the manager she as complete ignored us We also had trouble with the booking and service

Poor standards of customer service. Cancelled a hotel expecting a refund so I could book another more suitable day. Immediately noticed that a refund was not possible so immediately requested to have the booked reinstated to be told, no.
This was a business trip. Looks like I’ll go back to premier inns in future.

The rooms are small, but it wouldn't matter if they were laid out better. Poor lighting and electric is never where you want it. Tiny sink, Hope you have small hands

Hotel staff are dishonest and unhelpful, then back office customer service is extremely slow and uncooperative. A very poor experience as a customer - avoid if at all possible

Phoned the Mercury in Bristol a few days ago to make a booking for November.
Let me repeat that - we booked DIRECT with the hotel… they emailed us yesterday to say the hotel is closed and they cannot honour our booking.
What???
So the hotel is closed for a massive refurbishment and you mean to tell me this was a secret until it actually closed?
Ridiculous!
Dumped our booking and won’t offer to move the booking to another Accor in Bristol!
Make your own mind up.

Well the hotel Koblenz City was OK but I discovered after checking in that I had paid twice. That was May 23. The manager said he would sort it . He didn't. I complained to customer [non] service. Sent bank statements. Nothing. Head office got involved. Nothing but empty noise. So, I a pensioner, am £78 approx out of pocket while Accor continue to send me emails advertising their great deals. Yeah. I had one. Do the decent thing and refund my money.'

Stayed Ibis Excel. What a bad idea! Bun fight at breakfast with many coach parties trying to eat at the same time. Maintenance issues which Reception didn't care about. Had to move rooms, a real pain when on a short stay. Really not good enough. Oh and if you are gluten free, forget any chance of a hot breakfast.

Great place and GREAT service. Thank you for a VERY pleasant and relaxing stay after the Nijmegen March 2023 😊

Shockingly awful hotel. Mediocre spa. Whole place needs serious renovation and the staff replacing - dreadful throughout. So bad from the appalling reception staff through to the wear and tear, dirty, smelly environment and rooms, charging for every feasible option such as a cup for a cup of tea after a spa treatment ( even charge you extra for robes and slippers and a locker !! So bad I did not stay, went home after my day 1 spa (40 mins late) and cancelled my treatment for the next day. Complained to reception, no apology, no attempt to find another room , no compensation, acted like they were used to it. Save your money, do NOT waste your cash here, dreadful.

*Bad Customer Care*
I booked a room in Berlin on April for August, I tryed to change my reservation for 36 days via Expedia app: nobody answered both of the hotel and of Expedia. It was awful.
So I cancelled my reservation and booked on an other hotel through an other platform. #SoBad

THE WORST CUSTOMER SERVICE 😠

Received a parking fine in error from Novotel Nottingham who assured me on several occasions that they had cancelled it and all was in hand. I have sent emails to confirm this, all remain unanswered as letters from Parking Eye continue to roll in and increase. It’s now at CCJ stage and the manager at the hotel has simply said that many staff answer emails and so they must have gone astray. Reception staff assured me the fine was dealt with. I now need to pay £270 to even speak to someone about the fine, plus court fees.

I’ve called several Accor National numbers, none of which will help or advise. Considering we hired the conference suite month after month for a regular conference and they just won’t help a loyal customer - I’m not surprised thay sit at one star. Disgusting.

Out of pocket. Frustrated. Upset and completely at a loss as to how these guys run a business. Appalling service.

Interesting that the reviews that are positive are replied to, and the negative ones brushed over.

I booked a room and then changed the date, at no extra cost according to the website. Ended up being charged twice. Many emails, messenger comms and phone calls to France, I finally got a refund. Absolutely no compensation for the hassle. Avoid!

Ich war zufrieden, alles schön sauber wie es sein soll und das Personal ist sehr nett.

Breakfast was really good with many options. Location is near to the city center and easily accessible by any public transportation. Front desk staff were kind and welcoming everytime. They do have happy hours running in the front bar area in their lounge :)

Het hotel is verstopt in een wijkje verstopt. Maar eenmaal daar is er een ruime parking. De mensen aan de receptie zijn zeer behulpzaam en vriendelijk. De kamers zijn ruim, stil en netjes. Veel extra faciliteiten. De bediening in het restaurant is ronduit super. Goede kennis van de kaart, goed advies over wijnen met goede kennis daarover, gastvriendelijke en gepaste humor. Het ontbijt is ruim voldoende.

Fijn geslapen, fijne ervaring.

This hotel has put HUGE industrial air conditioning units at the rear (see photo) that keep local residents and hotel residents awake and which don't have planning permission. Not good if you like to sleep in a hotel. Suggest you go somewhere where ear plugs are not mandatory or hotel management don't break planning rules or do things that make them very unpopular with the local community!!!! Especially bad with climate change. Surely they care about the planet not just their profits?

Haydock, Penny Lane

Apparently I didn't pay reception the correct amount for breakfast.
Result, embarrassment about getting a dressing down from the lovely restaurant staff.
I went to reception and expressed how I felt and that I deserved an apology
Michelle came out, gave me a dressing down in the lobby and told me, in front of my children and other patrons that I was ' disgusting' for pointing out that their service was awful and their attitude disgusting.

I asked for an email to complain and just had it come back as undelivered.

The breakfast itself...involved old fruit and they ran out of eggs causing queues, so from that respect it was poor too.

Don't go if you can avoid it