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My husband bought an overnight stay for the Mercure Holland House Hotel in Cardiff for 28th December 2025 as a Christmas gift. However, unfortunately this date was inconvenient and little did we know the lurgy was about to hit our household. We attempted to contact the hotel on 25th December to rearrange date but despite trying on and off for most of Christmas Day, we ended up emailing the hotel. As of yet we have not received a response!! . We tried to contact the hotel via telephone on and off for the next two days and managed to speak to an American - who sympathised with our issue and said they would divert the call to the hotel reception. After being put on hold for 20 plus minutes we were cut off!

It is now the 28th December and we've still not been able to contact or get a response from the hotel. We are set to lose our payment as a result of not being able to request a postponement of dates.

It's unbelievable how you cannot make contact with the hotel or how they do not respond to emails. Surely they must have an email response policy like most organisations.

The following is an email sent (with pictures to evidence) to the hotel, the day after our stay in December 2025, as yet we have had little response from the hotel managers…
——
Dear Mr. Daniel,

I am writing to express my disappointment regarding a recent stay at your St Helens Hotel.

My partner, XXXXXXXXX (cc’d), and I booked two rooms for the night of Saturday, 13th December 2025 (Rooms 204 and 205). Initially, everything seemed fine. However, upon returning to Room 205 after an evening out, we found the room warmer than desired and switched on the air conditioning to cool it down at around 11:00 PM.

Unfortunately, we woke about 90 minutes later to discover the system was heating the room instead. Despite following the instructions provided, the temperature continued to rise, reaching over 31°C. To make matters worse, the in-room phone did not connect to reception, forcing us to call the hotel using our mobile phones just after midnight.

A staff member attended promptly and confirmed the controls had been used correctly but advised that the system was malfunctioning and should be turned off. We requested a room change, but none were available. The staff member then brought a fan, which was ineffective given the heat and the fact that the windows could not be opened.

As a result, we had very little sleep, and I suffered a severe headache for the following 24 hours.

While I appreciate the professionalism of your staff under difficult circumstances, I believe a refund for Room 205 is appropriate. Room 204 was satisfactory and without issue.

I look forward to your response.

Kind regards,

Les hôtels sont bien mais la communication du groupe Accor sur les avantages liés aux différents statuts ne sont pas respectés. Exemple parmi d’autres, le Mercure République à Lyon: même lorsque l’hôtel est faiblement rempli (les dimanches soirs) il n’y à curieusement JAMAIS de surclassement en chambre Privilège dispo. Curieux non?

Stay at the Mercure Hotel, West Bromwich, Birmingham. From the time we arrived, all of the staff from Reception, Restaurant, Bar and Housekeeping was lovely and we enjoyed our time there.

Worst hotel experience ever at Residence Mercure Paris La Défense Grande Arche.
ZERO maintenance – we had to switch 4 rooms and every single one was broken in some way.
We were promised a late check-out by Marianna, but once she went on leave, her colleagues flat-out refused to honor it. The reception staff are rude, arrogant, and completely unprofessional. Phillip in particular mocked us openly, exchanging smirks and eye contact with his colleagues while we raised complaints.
This is supposed to be a 4-star hotel, but it feels more like a rundown hostel with hostile staff. Absolute disgrace – avoid at all costs.

Pris og service matcher slette ikke hinanden.
Dårlig service fra receptionister.
Værelser er ikke i top rengøring.

Mercure Livingstone
Mercure are in my opinion a hotel group in trouble.
Although the staff are friendly and the cleaners obviuosly work hard , you cant polish a turd .
The place is so dated , the carpets threadbare and the decor is early 70s at the latest .
I stayed for a week , got food poisoning after first night ( the only meal I ate )
I reported it and was asked lots of questions then forgotten about.
It was the week from hell and never will I stay there again.

L'hotel e' fatiscente, sporco, vecchio e mal tenuto. La pulizia lascia a desiderare, in piu' angoli anche delle parti comuni ho notato ragnatele e polvere. La camera, chiesta per 3 persone, e' risultata piccola e sporca tanto che mi sono lamentato con la direzione chiedendo di parlare con un responsabile che naturalmente non c'era. E ben si e' guardato da farsi sentire successivamente.
L'aria condizionata della camera non funzionava (ho foto con le ragnatele interne) e ho chiesto di cambiare camera ma mi e' stato risposto che erano tutte piene. La moquette era sporca, i vetri.... non parliamone.
Ho deciso quindi di prenderla sullo scherzo e di fare un bagno in piscina, per scoprire acqua torbida e lattiginosa (io che ho la piscina in casa so bene che per renderla trasparente occorre controllare spesso i valori chimici), con mattonelle staccate e segni di sporco ovunque.
Tralascio la richiesta di una tazza di latte la sera al banco bar, il latte.... questo sconosciuto!
Segnalati questi fatti all'hotel a mezzo mail, hanno riconosciuto i problemi lamentati e si sono offerti di rimborsare il 50% del soggiorno. Ad oggi, pero', non ho ricevuto alcun rimborso.
Conclusione: servizio e struttura degne di un 4 stelle in Africa, non certo in Europa!

Review of our stay at Mercure Sheffield Parkway

Nice hotel , great facilities, shame about customer service .

We booked 3 nights and paid all in advance online, arrived on 22 August 2025 , all good , on 23rd August we had to leave early in the morning because of a family emergency , as we paid all in advance, we were told that we can rebook the 2 remaining nights anytime , a note was made on the internal reservation system of what the receptionist said is called a "PM room"

We were not given any paper note or electronic confirmation, but the receptionist offered her name and I kept the name for my own record.

On 2nd September I rang the hotel to rebook the 2 nights owing, spoke to a lady at reception, booking confirmed for 2 nights, arriving 5th September, leaving 7th September.

We arrived at the hotel on the night of 5th September, to be told by a gentleman at reception that he has no record of the booking, he mentioned that the lady I spoke to on the phone is on leave and that she made a mistake, there is no reservation and the hotel is fully booked on 5, 6 September, he went on to say that what the lady has done can cause problems if an internal audit is done and that he will need to have a " word" with her when she is back from leave.

He stated that the hotel is fully booked and he can only offer us a room for one night only, we accepted, it was getting late at night , we have driven about 130 miles and had no choice in the matter.

That night I went on the official hotel web site, rooms were available for instant booking for the 2 nights 5,6 September, which is contrary to what the gentleman at reception told me about an hour ago.

On 6 September we checked out of the hotel, very disappointed with our experience in what is a nice hotel, let down by it's poor customer service department.

MERCURE OXFORD HAWKWELL HOUSE
We stayed at this hotel on Sat 30 August for one night in the Elm House building. We had paid extra for a privilege room but were disappointed by the size (especially when you see the picture they use online). The bathroom in particular was very small. What was worse was the cleanliness of the hotel. The phone and the coffee machine were covered in dust, and there were little black hairs in the shower. and there was dirt at the back of the toilet. We had a view overlooking the car park which wasn’t very pleasant. At breakfast the next morning there were two female staff who were pretty miserable and not particularly friendly. Mercure emailed me after to give a review but I didn’t hear anything back which just disappointed me even more. It wasn’t worth the £261 that we paid.

Horrific experience here on 16 Aug. My friend and I were driving from the South of France back to Calais, and had meticulously planned a stop over in Tours at the Mercure. (We had worked out drive times to hit a specific ferry at Calais etc.)

We requested a room with two beds, as we are two single guys. We had this request EXPLICITLY recorded and to our relief it was specifically printed out on our reservation request.

We arrived at the hotel at c. 1900h and were told sorry, you will have to share a double bed.

When we protested, we got a gallic shrug, nothing we can do, cancel if you want we will refund. We questioned this again and next we got... Sorry we don't speak English very well... No camp bed option, no offer to book us a room elsewhere (it was late in the day).

I'd give zero stars service if I could, we should expect better from a 4 star hotel.

Not a care in the world for our situation. Awful for Mercure's brand equity.

Upon arriving to the hotel for check in, we were told the room had not yet been cleaned. When we checked in we found belonging of previous guests inside the bedding so the bedsheets had not been changed. The cleaner then came to confront my partner and denied not changing the sheets. She then said she would change them but after 6 hours, the sheets were not changed and we had to re-complain before this was done. The new bedsheets had blood stains on it. The staff at reception didn’t seem to care. Also, the bathroom mirror had a finger drawing of the male anatomy so this was also not cleaned. The breakfast selection was good, however the mugs were very dirty and I could tell the shelf they sit on was not cleaned. When I was searching for a clean a clean mug (I put down a lot), I was then questioned by one of the waitresses. However the staff at breakfast who great you on arrivals and check you in were lovely to much was a lot different to those who work in reception. Based on my experience, I would not stay at this hotel again but the location was perfect as we had great faculties in walking distance from our hotel. I have never in my life left a review but due to my level of disgust, I had to.

Waar het mis ging het is een hotel 4 **** wat mijn iriteerde is wanneer ik iets wilde vragen het gevoel kreeg dat ze mijn wilde ontlopen. Een ander ding het schoonmaken van de hotelkamer wordt 1x in de 3 dagen gedaan dus 3 dagen met vieze vuilnisbakken op de kamer zonder dat deze worden verschoont het is een 4 **** hotel. De temperatuur in de kamers waren te koud ook wanneer de airco uit was. De brilzitting van het toilet was los en niet vast. Een aantal receptionistes waren vriendelijk en er waren erbij die on geinteresseert waren tegenover de klanten en dat is jammer. Locatie is perfect dicht bij het centrum dat zijn pluspunten.

They are supporting illegal male asylum seekers throughout the country putting whole community in danger. Mercure group is nothing but disgrace for communities and care about money too much. Remove those hotels. Horrible owners, disrespectful and selfish individuals who care more about male illegal immigrants then children and families!!!!!!

Hôtel Mercure Hyères.
Nous nous installons sur la terrasse pour boire un verre. Table non débarrassée envahie de fourmis. On fait le ménage, on s'installe, et attend. Très très trop longtemps. Je me déplace au bar pour re-signaler notre présence. L'employé a l'air inexpérimenté, ce n'est pas grave, il faut bien commencer. Le problème c'est plutôt l'équipe de management qui n'a pas fait son job. Former, accompagner, rendre autonome son équipe, c'est la base pour garantir un service client de qualité.

The Mercure Hotel in Tunbrdge Wells looks very tired and is in dire need of renovation. Previous reviews have stated that already and usually the management replies that they were planning renovations. Well, I strongly feel it is time to get beyond the planning stages!
While the staff at the bar and in the restaurant were helpful, friendly and professional, the reception was less than useful. Housekeeping is a big issue: More often than not they did not do anything at all (we were there for a week and occupied 5 rooms). Even after complaining about lack of housekeeping, not much improved. It is part of the contract to have the room serviced. Emptying the bins did not happen either. If you stay in a room for a week and the carpet floor never gets a clean it is quite disgraceful. Since there was no improvement even after complaining I guess the management does not check or follow up on complaints, or they simply do not care. How about changing the management (fish usually starts rotting from the head!) We did get a free drink as an apology, however I would prefer paying for my drink and enjoy a clean room instead. I would not even bring up the housekeeping issue if it had been a one off, but the problem was persistent. The quality of breakfast was good, however the food at dinner was really awful. We never went back after one bad experience. Would I book again? No. Would I recommend the hotel? Certainly not.

Poor cleaniness in room allocated at Mercure Bristol Grand Hotel. Stayed on business trip between 16/17 July 2025. Reported to staff at reception after allocation of room and told to email manager and given their card which I unfortunately lost. Have emailed the hotel after the stay and included pictures of issues faced but still have not heard back and have tried calling hotel numerous times and kept in hold for over 30mins and have given up. Poor quality and poor cleaniness and poor customer service.

I felt obliged to highlight the problem I have recently had after staying at Mercure Bristol Grand. The hotel itself is ok, though the basic rooms are rather cramped with very little storage space, unless you pay extra for a Superior Double. We have stayed there about four times and what I like about it particularly is the location.

However my experience on my last stay has left me feeling stressed and that the whole Accor group is run by a group of employees who do not care at all about the customers.

As an All-Accor Loyalty member I had some points to use before the end of the year and decided to apply them in case we don't stay again before they expire. The booking confirmation gave the price of the room before points application and also stated the balance, to be paid at the hotel. This I duly did on arrival and the amount of £380.90 was debited from my card. On check out day, we took some family members for lunch before leaving Bristol and my card was declined, so someone else had to pay the bill, which was a bit embarrassing. It was only later on that I saw the reason - the hotel had billed me AGAIN for the room but this time the full amount without the points deduction (£414.78).

I have spent hours trying to contact customer service and three different people have replied to my email, each time requiring full information (all relevant documents were attached including bank statement showing the transactions in question), then you don't hear from them again. Emailing the actual hotel - I only got a reply when my daughter in Bristol managed to speak to someone (after several attempts - mostly she was put on hold and then the call timed out) I was travelling abroad for a couple of weeks, so it was easier and cheaper for her to call them. After she finally managed to talk to someone, I got an email which wasn't really clear. This is the final part of the email from Juan Barale Front Office Supervisor:

".... the hotel only completed the pre-authorization you made at check-in. The pre-authorization locks the amount when it's authorized, and we debit it on the day of your check-out. We believe that your bank is going to remove the £380.90 soon but we don't know when is going to be". (poor command of English)

Duh - simply put, they charged me twice, but are obfuscating and not admitting to this. So they refunded £33.78 (the amount represented by the points), which had already been deducted anyway, and what he says does not make any sense. "We believe that your bank is going to ......."!!? So I have spent several hours on emails, collecting docs including bank statement, attempted phone calls and stress, as well as financial distress having had a substantial amount taken from my account, and embarrassment at a family lunch when my card was declined, and all the 'Front Office Supervisor' can say is that he 'believes' the bank is going to refund the money. How? I have to approach my bank first and they say only after one week to give the company a chance to resolve it. If the hotel can refund the points amount, how come they can't refund the larger amount erroneously debited? So a week later, and I still have not had the money refunded, so now I guess I will have to spend more time contacting my card provider and possibly waiting a few weeks.

The hotel and Customer Service is run by incompetent, uncaring idiots, who rarely answer the phone or respond to emails (laziness?). After responding to an initial response and included the asked for paperwork, I would either get no reply or would get a reply from a different person, who wanted me to outline the problem - again - even though I included the complaint reference number . All in all, I had responses from three different people and none of them actually did anything.

Apart from anything else, it is rather worrying that a hotel is at liberty to debit a card without authorisation (the first transaction was done at the desk on arrival and I had to insert my card and put in the PIN).

I rarely leave negative reviews, but my experience with Mercure Hotel Manchester was absolutely appalling. I had made a reservation through Booking.com, and when I encountered an issue, I reached out to the hotel directly hoping for a bit of understanding or assistance. Unfortunately, what I received instead was indifference, lack of empathy, and a complete refusal to help.

The staff made it abundantly clear they weren’t interested in resolving anything. I was passed around, given vague responses, and ultimately told it wasn’t their problem—despite the booking being for their hotel! They made no effort to contact Booking.com on my behalf, offer a solution, or even express a hint of courtesy. It was all shrugged off like I was just another nuisance.

I understand policies and third-party platforms can complicate things, but basic customer service shouldn’t be optional. A good hotel would want to help its future guests, especially when they’re trying to clarify or fix a reservation.

f you value even the slightest bit of customer support, go elsewhere.

The staff at Mercure Haydock hotel in particular Abi and Niamh were most helpful and caring.