Mercure レビュー 

Absolutely awful worse holiday ever. Rude staff . Asked every day what the food was and what was in the food. To be ignored then last day they put labels on.
Cleaner walked in our room ....our private space when sign on the door.
Pool not open till 10 am
Not suitable for children. Please do not waste your money
Manager/ owner gentlemen said it happens Cleaner walks in so do what you have to do to complain. No sorry not bothered 😐 😕 I am so angry we wasted money. Room very very basic . Anyone thinking to go please 🙏 go else where. Very rude manager

Mercure Gare de Paris gare de Lyon, chambres digne d’une cellule à Fresnes. Chambre ridicule de 10 M2 sans porte valise pour vider celle-ci. Porte de la salle d’eau qui grince. 4 étoiles pour un hôtel qui n’en mérite que 3, c’est osé.

" wir erfüllen die höchsten Qualitätsstandarts..."
" fachkundiger Service" "verpflichtende Nachhaltigkeit"
damit wirbt die Mercure Group.
Aber es gelingt nicht immer!
Ich wollte mich über das Mercure Hotel in Bangkok, Sukhumvit11 beschweren, weil die eigenen Ansprüche nicht umgesetzt wurden,
Leider war es nicht vor Ort möglich bei meinem Aufenthalt vom 10.05.-21.05.2025,
da das Managment absolut nicht reagierte.
Also eine Beschwerde an die Mercure Zentrale.
Irtum, geht gar nicht und ist auch nicht vorgesehen.
Es gibt kein Beschwerde - Management für Accor/Mercure Hotels.
Alternative Accor/Mercure Adressen um einen Kontakt herzustellen - keine Rückmeldung, kein Reaktion.
Das Mercure Hotel in Bangkok braucht auch nichts von der Zentrale befürchten, die Lizenzierung des Hotels, die Abgaben der Buchungsplattform, zentraler Einkauf etc, spüllt ja Geld in die Kassen der Zentrale. Und wenn eine Trennung erfolgen sollte, schließt sich das Hotel einer anderen Hotelgruppe an und bringt kein Geld mehr.
Also lieber Gast und Kunde wechsel du die Hotelgruppe wenn du nicht zufrieden bist. Und dafür kommen die unzufriedenen Gäste der anderen Hotelketten zu uns !
Ich habe bei meinen Recherchen gelernt - AccorHotels wollen Geld verdienen und nicht Reisende und Touristen glücklich machen.

Staff very friendly and helpful good quality food. Clean,spacious rooms.
Would not accept Scottish currency! How strange! Scottish currency is legal tender in England. Propose Mercure investigate this. I felt ashamed to be British.

My partner and I purchased a day pass for what was supposed to be a relaxing spa experience, but it quickly turned into a chaotic, uncomfortable, and frankly disturbing visit.

The facilities include a pool, sauna, steam room, and jacuzzi. On arrival, there were swimming lessons underway, but the pool was partially sectioned off, which was manageable. We headed to the jacuzzi next – only to find it freezing cold and ridiculously tiny. It could barely fit three people, making it awkward and uncomfortable.

We returned to the pool, which was cloudy and not especially clean. Then things went completely downhill. A group of at least 15 kids (aged around 11–12) arrived and took over the entire area. They were completely feral – screaming, diving, splashing, and repeatedly jumping into the pool despite multiple “No Jumping” signs. Guests, including us, had to leave to avoid being hit or splashed. A staff member eventually told them not to jump in, but they laughed and carried on the moment he walked away. Absolutely no control whatsoever.

Worse still, adults around the pool were openly taking photos. In an environment where people are in swimwear and trying to relax, this is unacceptable and extremely inappropriate – especially when there are children present. Not once did staff step in to challenge this.

We tried the steam room next, but the same kids kept coming in, opening the door, and running off, making it unusable. The jacuzzi remained full, so we headed to the sauna, which is inside the gendered changing areas. While I was in the women’s sauna – which is in an open-plan changing room with no privacy – one of the young boys (11 or 12 years old) from the group walked straight in, accompanied by an older woman who I assume was his mother. This was totally inappropriate and made me feel extremely uncomfortable. This is a space where women are undressing and vulnerable, and yet young boys were freely walking around.

This was supposed to be a peaceful treat. Instead, it was loud, poorly managed, and felt completely unsafe. No control, no safeguarding, no respect for guests. I would never return and strongly urge others – especially women – to avoid this place at all costs.

Pour être un client très régulier du groupe Accor dans le cadre professionnel, une erreur de date de ma part a fait qu’une nuitée a été réservé et débité une semaine trop tôt .
Mercure nantes gare n’a rien voulu savoir , pas de transfert ni d’arrangement possible.
La flexibilité du chêne !!!
Certes chacun est responsable de ses actes mais un geste commercial pour un client régulier aurait été apprécié !
À bon entendeur…

Rooms are good and the location is good for the rugby but the service is absolutely horrendous. We have been coming to this hotel for over 10 years as it's convenient when we stay for the rugby, always book our rooms in advance and spend a lot of money here. We have spent £200 on two rooms for next month and realised we had booked the wrong day. When we were there we spoke to a lady to see if we could just change the dates (not even ask for a refund) she said she was the owner and said there is nothing they can do and that we have to just let the rooms go to waste (we are in Cape Verde so can't use them). Even over a month's notice there is nothing they can do, which is a shame as on their app It says to change the date we can contact the hotel. It is a shame as we have stayed here for 10+ years and now we will never stay here again. If you want an good location stay for the rugby this is the place but if you want to be met with unhelpful staff and often rude staff (we have had this on multiple occasions too) then avoid!

Hawkwell House Oxford
First time of taking our dog to a hotel we couldn't have been made more welcolme, rooms were lovely & clean & didn't smell, staff were friendly & breakfast was superb, we even took our dog for breakfast., cannot wait to return. Thank you

My cousin was booked into the Mercure Nottingham and his booking cancelled without more notice at mid day. I phoned to ask why and got a rude parrot who would not tell me why due to data protection but cancelled on the say so of someone else who don’t. have data protection. On calling to find out why, I got a rude parrot who said I had asked the same question 10 times and was harrassing them. …. Well that is one way to deflect from responsibility and breach! AVOID like the plague. Want to sleep on the streets… Book with the Mercure 😳

Great service great food the manager Nina very helpful overall 5 stars will definitely be going back me and my wife loved it

Shame that what appeared promising turned out a disaster. Booked a night at the hotel in Northampton valentines day.
All was well until 11 50 pm when the fire alarm went off . I Jumped out of bed and twisted my back,which is still hurting now. We couldn't get off to sleep again after this. Which was a false alarm. No explanation, no urgency we didn't know what to do ,what had happened? Next day we went to watch a football match and it was not the experience it should have been due to my back problem. Breakfast however was good and staff pleasant enough. Gutted .

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.