Mercure Reviews 130

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.'

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!

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 :)

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

I was unfortunate enough to attend an all day event at the Daventry court hotel.
Its in the middle of no where but thats the norm for this sort of thing.

the event was average and the venue average from what i saw. I didn't see a room or try the food. The buffet they had didn't cater for any food allergies, the wife is gluten free.

i found out a few weeks later that they out source their parking to a company called Parkingeye!!
yes, i received a ticket.
i have tried to explain the reasons why i was in a hotel car park in the middle of no where yet the letters and threats keep coming. I have sent parkingeye a copy of my ticket with dates and venue.
to instruct a company of such a poor standard reflects badly on the hotel chain. What else is being outsourced to companies with similarly low standards??

If you are going to stay here make sure you get your car acknowledged by the hotel or you'll have to deal with Parkingeye!
i thought i had provided my details of the car.
I guess they are quite happy to take the proceedings from Parkingeye!
Parkingeye have a review score of one!
and from my dealings with them, that is too high.