Mercure レビュー 

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..

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.'