Mercure Reviews 130

My review is in respect of the Mercure Inverness Hotel, and my worst dining experience ever, and, the hotel is no better than a budget hotel. It does not live up to a four star rating.

On the evening of the 15th September 2022, my wife ordered a roast beef meal which appeared to be “Pulled Beef,” probably to disguise the poor quality cut of meat. Add to that cold mashed potatoes and carrots plus one cold and uncooked parsnip. On complaining, the same meal was returned with the parsnip cut in half, and, given the speed the meal was returned, stuck in a microwave, which is not a good thing to do with meat. Oh, the parsnip was still uncooked and raw.

I had ordered a Tofu meal on a salad bed. The tofu arrived barely lukewarm. It was a thick slice of tofu which seems to have been “cooked’ in a very fine sauce. Tofu is itself is very bland and needs a thick sauce to add flavour to the meal. The sauce had flavour, but there was not enough, given the thickness of the tofu slice. I complained that the tofu was cold and the same meal was returned, with an additional slice.

At the end of the meal, we were asked, by another waitress, if everything was okay and I said, “no.” The reply was "that’s okay," which I found quite remarkable, and commented that serving cold and uncooked food could lead to food poisoning.

There was no sincere apology or concern. Indeed, the waitresses were so rude and indifferent to our complaint, and treated us as beneath her contempt.
Oh, the soup was fine as was the desert, the later was no doubt bought in, given the standard of our main meals.

Our Room

The room, 14, is spacious and overlooks the main street. There are no drawers to put your clothes in, just shelves and an open narrow coat hanger, bit like a low budget hotel.

We have an opening window, which is great, but can we lock it, no, does not close fully. We have the same type of opening window at home, so I know how to operate it.

The internet was very slow and it was impossible to watch BBC iPlayer or even log in to my email accounts. The internet speed has picked up. Hopefully, now that I have logged in to the hotel wi-fi, the signal strength will not drop to three and below bars, as it did much earlier.

The only good thing I can say about the hotel is that the two female receptionists were extremely helpful and changed our room from the first to the third, so as to avoid the street level noise, which was very loud earlier, around 10p.m. The waitresses clearly need to learn from these two member of staff.

Certainly NOT a four star hotel.

Sadly, we are booked in for three nights, pre-paid, no refund,

Appaling standards

Booked a room at Hipark in Nice, France (operated by Adagio, owned by Accor) for April 2020. Covid hit. Hotel emails me and asks me not to take a refund (which I could have done), but to delay my stay until it is safe to travel. This would help them stay in business. I reluctantly agreed. Fast forward to when it is safe to travel and my wife is very ill, so I let them know we can't come yet. Emailed them at the beginning of this year to make sure they are still honouring our agreement. This is when they started giving us the runaround. Ignored emails; when they did respond they claimed they couldn't find any details; then they asked am I sure it is the right hotel??! When I sent emails, they said they would pass it onto the correct department (even gave me a reference to use in any correspondence - ADAGIO - 190481-1662041114), but nobody got back to me. Tried phoning a few times but strangely the Front Desk Manager was always away when I did, and never returned any calls. I asked Booking.com to help as I'd used them to book. They phoned them and were told sorry, it's too late now. I asked who they'd spoken to and was given the name of the FDM. I immediately phoned them to be told he'd finished for the day and to try again at 7am the next day.
All I wanted was to go on the holiday that I paid for. I realised it may have gone up in price but I was willing to pay the difference. We wanted to come in October to celebrate our 25th Wedding anniversary, but we have now had to book another hotel.
I'd advise others when booking hotels to look elsewhere as a company willing to do this are certainly not trustworthy

While this began as a critical overview of one particular Mercure hotel, it has since escalated to now include my negative feelings about all things to do with this organisation up to CEO level. Firstly, the room I was provided with at The Mercure Manchester Piccadilly was so shabby and lacking in the hygiene department that this alone was enough to put critical pen to paper but then, having brought the dreadful state of the room to their attention and when nothing was offered by hotel management by way of compensation, I simply felt I must contact the CEO (easy to find online) with my concerns and experience. This time I was simply ignored. The CEO of a company will, without exception in my experience, hand these kind of communications on to another member of top management which is to be expected. Simply ignoring or dumping emails like mine into the digital trash can really does lower the bar to ground zero. So well done, Accor. This is gold standard failing on every level.

I have stock from a previous company which was amalgamated through time into Accor as it was FairMount Hotels through Canadian Pacific Railway before the split' When I went to the company at Accor after showing them Government Documents they refused to deal with it as they have no interest in dealing with Share Holders and refuse anything brought to them as when I spoke to Barb Kilner she said she had to deal with this before where they had to pay out by going to Court and now we are filing for the same thing as we will be going to Court against Accor over this stock paper they have never replied back to our Lawyers and have avoid them all the way through it I would tell people to take the money out of this company as they have no respect for people who buy into there company as they say we have nothing here for you and we won't pay you o it as were out to steal your money and your name isn't here on our list they lie to you all the way through and deny you all your right and money back they are the lowest form of people and there staff are rude to people and they will never answer you or there phone .

I have already paid the Novotel, Nice €739 in 2020. I have a confirmation of this reservation. I could not travel to France due to Covid restrictions in 2020 and again last year in 2021. All they need to do is subtract the amount already paid, €739 and the current price €860 and send me a confirmation of €121! In the last 2 weeks I have sent at least 2 dozen emails to the hotel and to customer services, made phone calls to the Novotel, Nice and to Accor Head Office, Paris to confirm the price to pay on arrival at the Novotel Nice this summer.

There is obfuscation and prevarication but no confirmation.

Can somebody send me a confirmation of my reservation with the correct price of €121 or give me a refund of €739

Are they playing me for a fool or are they plain stupid?!

Just an outdated, poor service hotel. If you want the bare basics and low standard rooms then yes this is the hotel for you but the rooms were falling apart, worse than Britannia

I’ve been here 3 hours and if it wasn’t for the fact this is a work trip, I’d be asking for a refund and finding somewhere else to stay.

I arrive and the first thing I notice is the sewage smell in reception. I ask if I need to book a table in the restaurant and was told no, that the hotel was quiet. Get to my room and dump my stuff and go to the restaurant at 8.20pm. Get told it’s very busy and they “might” be able to seat me at 9pm. I said I’d just get room service to then be told there would be a delay with the food. So I went out.

Get back to the room and I can hear the person next door coughing as if he were in the room, so soundproofing is very poor. Go and ask for another room, and in fairness the gentleman on reception was very helpful and found me a new room. Luckily I popped by first before moving all my stuff as the soundproofing was just as bad as I could hear what the next room was watching on tv. So I decide the lesser of two evils was the guy coughing every few minutes and head back to reception to sort out. He tried to see if there was an upgrade, but nothing available and I could pop back tomorrow if the coughing was still an issue - it’s already an issue but maybe he’ll stop when he sleeps.

And then the thing that finishes off things is the wifi is beyond terrible and can’t even get onto any streaming site to plug earphones in to drown out the cougher next door. I would call reception to report, but when I called to ask if there was another room earlier, I let ring for 2mins before giving up.

Let’s hope it’s a quick 2 night stay….

5 Night pleasant stay -

Paula at reception was particularly helpful. Friendly staff, great breakfast and clean facilities

Staff fabulous, helpful, polite and attentive. Real asset to the hotel.
Great breakfast, limited menu for evening meals.
Toilet flush not the easiest to operate.
Good location and parking available.
Mercure Bristol Holland House.

The Mercure Sheffield St Pauls. I don't like to write bad reviews, usually preferring to chalk them up to experience, but I feel compelled to warn others. I booked two rooms which cost me £500. The rooms were shoddy. The draws didn't work because they were broken as was the TV and the toilet flush. Have you ever stayed in a hotel that didn't even provide drinking water - you have to buy it from reception at £1.50 for 250ml. Only one lift worked so we had to queue, but wasn't the worst, the restaurant was fully booked even though we were guests. We couldn't get the breakfast we paid for for because there was a thirty minute queue to get in and then when we got in there was no food! A complete disgrace. I can honestly say I've stayed in better hostels in the old Soviet Union than this. Avoid this place like the plague, a truly awful experience.

Stayed in the IBIS Greenwich hotel last Saturday, checked in late due to travel changes, receptionist was welcoming, professional and friendly - this makes such a difference. Even from the initial booking which my partner did via telephone as had some queries re parking the staff member was lovely, helpful and managed in her busy day to have a laugh as well!! The human touch is so welcoming.

Room was lovely, spotlessly clean, simple but stylish with a very comfy bed. No noise issues internally or externally so had a very relaxed and deep sleep.

I have previously stayed at the Novotel In Greenwich & other parts of London and these were, as above very pleasant in all aspects inclusive of their staff team as a whole. My partner often works away so stays in a variety of hotel chains organised by his company and is always more pleased when it’s an Accor Hotel.

Considering, approx a month ago with a different hotel chain I had a horrific experience re a filthy room & horrendous guest relations interaction with issues not resolved this hotel restored my faith in this type of large chain hotels and Accor from my experience somehow manage to match Other chains rates but offer so much more style and professionalism.

So thank you IBIS for restoring my faith, we often come to London so will definitely be rebooking with yr well run company

I recently stayed in Telford Accor Hotel and felt compelled to write a review. I was there for three nights for business. My room was spotlessly clean and the customer service was excellent and in particular the manager (Attila). He went the extra mile in ensuring that I felt like a guest at the hotel and not just another customer, nothing was too much trouble when I needed something and everything was done with smile.

Everyone I came into contact with made me feel welcome and I look forward to staying again.

Appauling Treatment when booking for Ibis Swansea for celebration weekend
After Booking.com cancelled our entire booking when we tried to cancel one room for one night for one of our party, we have been forced to rebook at higher rate. They admitted it was their mistake and asked Ibis to honour the orginal price but Ibis wouldnt! Rebooking at higher rate has meant that we can now not all afford to go. Family is devastated. Will never boik with Ibis again

I am from England and booked with one of the Accor hotels in India and they simply rejected my refund request even though the hotel itself is closed because of the pandemic, when requesting a refund they simply said NO as I had a non-refundable booking it was not my fault that covid 19 came around to all of us travellers. We can't even get into the country. This Accor group just was not interested in my askings and they just told me bad luck.

I am from Australia and booked with one of the Mercure hotels in Paris and they simply rejected my refund request even though the hotel itself is closed because of the pandemic, when requesting a refund they simply said NO as I had a non-refundable booking it was not my fault that covid 19 came around to all of us travellers. We can't even get into the country. This Accor group just was not interested in my askings and they just told me bad luck. This thieving company just took $1100 of my hard earned money, they did nothing they just made money for jam! This group has no morals or sympathy for poor people that are stuck because of this crises and everyone should unite and close this huge company down for robbing average people's hard earned money for their gain. Please lets get all together and ban them or make them pay us all for something that is not our fault!
LISTEN ACCOR GROUP AND PAY ALL OF US HARD WORKING PEOPLE OUR MONEY FOR SOMETHING THAT IS NOT OUR FAULT FOR CANCELLATIONS AND FOR YOU NOT TO MAKE PROFIT FROM US BECAUSE OF COVID 19

Due to the travel ban issued by the Spanish government, my trip to San Sebastian was cancelled. I contacted the hotel and spoke with a receptionist who said the manager would be dealing with refunds and he is working 12am - 8am for the next two weeks. She took my details, said she would give him the message that I called, and assured me that he will be emailing me that night.

The next morning I had not received an email so I called back and was told that due to all of the cancellations, it may be a couple of days for him to get back to me so I waited... after a week, I still haven't heard anything so I called the hotel at 7am their time to speak to the manager. I was told he works in the afternoons. When I explained I was told he would be working 12am - 8am, the assistant on the phone seemed startled and started mumbling. The manager clearly has no interest in speaking to the customer and providing basic customer care.

After hanging up, feeling frustrated I decided to email the hotel.

They got back to me stating that as per AccorHotels terms and conditions, I would not be able to get a refund. I find this absolutely despicable given that the unusual circumstances, as well as the fact that the ban is placed by the Spanish government. As a brand you should have more integrity and do the right thing by your customers.

I'm surprised to see the way AccorHotels treat their customers in a time like this. I was hoping to go back and stay there but I will definitely not be staying at any AccorHotels locations after this. Important to pay attention to the way the brands treat their customers now, it will surely reflect on them in the future

I booked a night at the Ibis Hauptbahnhof in Basel on a non-refundable basis, only to find the FOC advising against all but essential travel world-wide.
Expecting to lose the payment I was surprised and extremely grateful when the hotel offered to cancel the booking but allow me to re-book free of charge.
A later email from Accor confirmed that reservations would be honoured and if customers contacted the hotel direct, even reimbursed.
This excellent service and response to customer concerns at a time of difficulty speaks volumes for Accor and indeed for Ibis Hauptbahnhof in Basel.
Johannes from Basel was especially helpful, and is a first rate ambassador for both the hotel and for Accor as an organisation.

Seeing how my issues from a New Year ball at the Mercure hotel Daventry have been totally ignored even after 3 follow ups, Im left with no other alternative but to leave this honest review of my 2019 New Year eve experience on it the owner group Accor as the Mercure section has been locked down.

The New Year ball was ruined by a lack of security or management meaning a large traveller group were allowed to do exactly as they liked. Most of the group were drunk or getting close to on arrival to the event, one male member was approaching women in an unwelcome way which was causing some verbal conflicts. After a few hours he became too much even for this rabble and they took 5 attempts before they managed to take him away somewhere to sober up. Three times the hotel management were made aware that this group were on the dance floor swinging glasses around and only eventually did the DJ begrudgingly issue a no glasses on the dance floor request. Personally it should not have taken 3 different table groups to bring this problem to the attention of your management. Having people on the dance floor with glasses is a breach of health & safety. Having drunk dancers on the dance floor with glasses should have been stopped straight away by management overseeing the event. But with a complete lack of hotel security to deal with this and other objectionable behaviour the DJ request was soon ignored and never repeated. This traveller group were stealing drinks from tables when left unoccupied. They would create large areas on the dance reserved just for them, to do this they would continually knock and barge into other dancers until they intimidated them enough to move away so that dancing space could be theirs. At midnight they took over about half the dance floor for their own private New Year celebration.

This meant that Our New Years Eve was ruined and certainly not enjoyed. Not only did we have the traveller group behavioural issues. Then we have the DJ and his Jive bunny musical collections aimed mostly at the dozen or so 20-25 group he seemed to be oblivious to the fact 80% percent of the audience were 45 and above. He asked for requests but then never played them unless he had a jive bunny version on his limited music selection. He seemed totally out of his depth and unprepared to entertain the audience in front of him. My music selection on my Ipod was far more comprehensive than this alleged professional. I always thought that a DJ's job was to play music to all his audience to enjoy, not just play the music he liked and shuffle a few jive bunny party mixes for the selected few. I hope you didn't pay him the going rate because as a DJ this guy was an utter fraud. Then we have the band, who were allegedly returning by popular request. We were at your event in 2018\19 and this was never the same band unless they had gender reassignment during 2019. The different singer struggled to sing rather than screech. Musically they were on the same page as the DJ, they would open up with a well-known intro, then play something completely different. A very poor imitation of the 2018 band. Then another issue was the escalating prices at the event bar who would only take cash, not one round came to the same price. They were charging at least £10 for a basic spirit and mixer. They wanted £29 for a bottle of house wine and £60 for a bottle of basic branded champagne. I ended up in the main hotel bar charging to my room and found the drinks were at least half the price of the event bar. Now this means either the hotel were ripping off guests or the staff were operating a cash only scam where only enough went in the till to cover the stock sold, the rest being pocketed or pooled. One last point towards the end of the evening you had young gate crashers enjoying freely what I had paid for. That’s unless Black tie really means scruffy jumper, jeans and baseball cap.

Booked Mercure Schipol 31st December for 1 night.

Arrived at the airport 2am to be told there was no reservation. On checking the booking which was made earlier that evening the reservations staff had booked us into a hotel in France!! after confirming Amsterdam Schipol verbally on the phone.

Staff were extremely unhelpful and said there was nothing they could do to transfer the reservation or anything else.

Not the level of service expected from Mercure hotels.

Very poor. No signal on o2 and Wifi was poor as confirmed by the staff and receptionist told us they had no doubles (which we had booked) and had to push our beds together! Later told by night porter the hotel did indeed have double beds! Hotel have assigned themselves as a 4 star.