Mercure Hotel Freiburg Am Muenster 3 stars

As usual a good stay. Parking in the basement practical as I need car. Good breakfast and nice staff in both reception and restaurant

Overall stay was great and extremely satisfying. Only downside was that on more than one occasion the towels and bath gel were not replenished with same numbers.

Lovely

We was in Freiburg for the cats World Show. The hotel is really nice and clean. Good the breakfast and good behavior of the staff. Only at the check in a little bit “hard” in the mood

Good hotel which was in a great location

Alles toll

Good location. Nice clean rooms and above average breakfast and dinner. Great customer service

excellent good staff

It was clear that my room had been refurbished not long ago, and was clean, modern-looking, and comfortable. All the facilities worked well, which resulted in an enjoyable stay. I cannot, however, say much about the room temperature controls: the room was becoming a little warm on my departure day, and I'm not sure how easy this would have been to control. The communal areas around the restaurant looked tired and scruffy: they need improvement, and presumably they are still on the "to do" list. Breakfast itself was OK; maybe a little more choice of juice (grapefruit?) would have been nice. The reception staff were polite, friendly and helpful. Room service were efficient in the background.

Nice hotel in an excellent location

I booked directly with the hotel as best practice and I checked in late at night 22:30 on Sep 23. The lobby looked so miserable and not welcoming at all, behind the front desk there was a very rude lady from Asian background, seamed to be very busy with her phone. I greeted her first and I told her that I had a reservation, she said “just give me your name” I said I have the reservation number. She Said “ I don’t need it”. I gave her my name, and then she asked me about my Credit card and Passport. Without saying a word or explaining anything; she printed a document in German which I have no clue what it says and wanted me to sign it. I checked it and asked her what it was, she said it’s just a hotel agreement form. I signed it and then she gave me the room key without telling me anything about the hotel, facilities, room, parking, breakfast timing and location, internet, amenities... absolutely no information whatsoever. I asked what kind of room did you give me? She said in a very rude manner: Just like your reservation. I said I am a business traveller and don’t remember all room types I book in all the hotels and all the countries. She repeated again: it’s exactly what you have booked. She didn’t even tell me where the elevator were. Unbelievable I was so tired and I just wanted to sleep. I opened the room and found a very tiny room not as advertised online. Very poor set up, very dusty and dirty carpet, spoons on the coffee mugs were used prior to my arrival, I opened the extra pillow and found it used as well with very bad smell and short HAIR all over it. I placed in the shower for it to be changed the next day. How ever it was never replaced, I called the receptionist at night the following day “the same Asian lady” and asked her for water, she said : we give 1 bottle of water only, I said I am staying for 5 nights, how is it possible? She answered: I don’t know about other hotels but this how we do it “ very rude and impolite” and than I asked her about the additional pillow and why it wasn’t replaced? She said the she was by herself in the reception and she couldn’t bring it to my room!!!!!!!!! She ASKED ME TO GO DOWN TO HOUSEKEEPING AND PICK IT UP MYSELF.. now this is incredible how a hotel can operate like this and allow this kind of attitude and manners along with other things that are just not acceptable. I complained to the GM, but it seams that very little has been done about it and I received frozen macaroons to make me happy... I don’t want anything for free, I just want the service I paid for. I am usually not a complainer BUT THIS HOTEL WAS BEYOND ANY BAD SERVICE I CAN IMAGINE. The Gym was at an extra charge The Parking was at an extra charge The water was at an extra charge The restaurant waiter was very nice The food was very poor Rubber place Matts ?!?!?!? Wiped and never washed

We loved Freiburg more than any other town we visited the whole month in Germany. This hotel made our stay even more pleasant.

A very nice hotel situated on the edge of the old town centre on the side of a small shopping mall and a short walk over a footbridge to a park leading to the hills looking over Freiburg. The room was quite large and a nice bathroom. Parking is under the shopping mall. The hotel lift goes down to the 1st level of the car park but this was full after 10am each day. On arrival mid afternoon there was plenty of space on level -2 but the lift from there brings you into the mall and the hotel entrance is hidden round a corner by the main road. We walked past it twice! The windows have the name of the hotel restaurant on them (sorry can't remember name) rather than "Mercure". On checking out the receptionist will give you a special cheaper PARKING RATE of €9.90 per day and pro rata for part days.

It has been a very good stay, no negative. The room was perfect for me. The access to wifi could be simpler but was not a big deal.

My only complaint is that parking was not part of the hotel. I was given instructions on where to park, but it was not until check-out that I was informed that I could pay for my parking at the front desk. This would have been much easier during my stay as the parking payment machines did not accept credit cards. Everything else was great!