Hotel Mercure Salzburg City 4 stars

Customer review rating (ALL Rating) 4.6/5 1,497 reviews

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Hotel Mercure Salzburg City - Image 1
Hotel Mercure Salzburg City - Image 2
Hotel Mercure Salzburg City - Image 3
Hotel Mercure Salzburg City - Image 4
Bayerhamerstrasse 14 a, 5020 SALZBURG, Austria

Description

Hotel extras

  • Enjoy your stay in a quiet location with a garden, terrace, and covered parking

  • Central location: only 10-15-minute walk to the attractions of Salzburg

  • Modern conferences and culinary delights at the restaurant 'Le Sel'

  • Salzburg Central Station is only 900 meters away

  • Green Key certified

Our accommodation(s)

Book this hotel
Room 1
See availabilities

Room

Superior Double Room

Photo out of - Superior Double Room

Modern superior rooms with a king-size bed or twin beds, and a bathtub or walk-in shower. Equipped with a flat-screen TV, safe, minibar, steamer, WiFi and tea and coffee facilities.

Max. number of persons
2
Area
From 20 m² / 215 sq ft

Bedding

King size bed(s) x1

Twin bed(s) x1

Food And Beverage

Food And Beverage Facilities

  • Coffee/tea making facilities
  • Kettle

Bathroom

Bathroom Facilities

  • Bathroom doors 32 inches wide
  • Hair dryer in bathroom
  • Make-up/magnifying mirror
  • Mirror
  • Towel rack

Media And Technology

Internet Facilities

  • Wireless internet in your room
  • High speed internetAdditional charge

Tv Facilities

  • Music TV channels
  • Satellite/cable colour TV
  • Flat screen

Service And Equipment

Accessibility And Security

  • Audible smoke alarms in rooms
  • Emergency info in rooms
  • Keycard-operated door locks
  • Safe deposit box in room
  • Self-closing rooms
  • Smoke alarm in room

Comfort Features

  • Blackout curtain
  • Blackout Facilities
  • Hair dryer
  • Iron
  • Ironing board and flat-iron
  • Opening windows
  • Shoe polisher

Electric Facilities

  • 220/240 V AC

Temperature Air Control

  • Air Conditioning

Working Area

  • Business Desk
  • 2 pers. max
  • 20 m² / 215 sq ft
  • Bedding 1 x King size bed(s) and 1 x Twin bed(s)
See availabilities

Modern deluxe room with a king-size bed and walk-in shower. Equipped with a flat-screen TV, minibar, steamer, safe, premium WiFi and tea and coffee-making facilities.

Max. number of persons
2
Area
From 25 m² / 269 sq ft

Bedding

King size bed(s) x1

Food And Beverage

Food And Beverage Facilities

  • Coffee/tea making facilities
  • Kettle
  • Mini Bar
  • Mini-refrigerator

Bathroom

Bathroom Facilities

  • Bathroom doors 32 inches wide
  • Hair dryer in bathroom
  • Make-up/magnifying mirror
  • Mirror
  • Towel rack

Media And Technology

Internet Facilities

  • Wireless internet in your room

Tv Facilities

  • Music TV channels
  • Satellite/cable colour TV
  • Flat screen

Service And Equipment

Accessibility And Security

  • Audible smoke alarms in rooms
  • Emergency info in rooms
  • Keycard-operated door locks
  • Safe deposit box in room
  • Self-closing rooms
  • Smoke alarm in room

Comfort Features

  • Blackout curtain
  • Blackout Facilities
  • Hair dryer
  • Iron
  • Ironing board and flat-iron
  • Shoe polisher

Electric Facilities

  • 220/240 V AC

Temperature Air Control

  • Air Conditioning

Working Area

  • Business Desk
See availabilities

Modern Privilege Rooms with a king-size bed and a walk-in shower. Equipped with a flat-screen TV, safe, minibar, steamer, WiFi and coffee and tea facilities.

  • Views:

    Garden View

Max. number of persons
2
Area
From 20 m² / 215 sq ft

Bedding

King size bed(s) x1

Food And Beverage

Food And Beverage Facilities

  • Coffee/tea making facilities
  • Illy coffee machine
  • Kettle
  • Mini Bar
  • Mini-refrigerator

Bathroom

Bathroom Facilities

  • Bathroom doors 32 inches wide
  • Hair dryer in bathroom
  • Make-up/magnifying mirror
  • Mirror
  • Towel rack

Media And Technology

Complementary elements

  • Radio

Internet Facilities

  • Wireless internet in your room
  • High speed internetAdditional charge

Tv Facilities

  • Music TV channels
  • Satellite/cable colour TV
  • Flat screen

Service And Equipment

Accessibility And Security

  • Audible smoke alarms in rooms
  • Emergency info in rooms
  • Keycard-operated door locks
  • Safe deposit box in room
  • Self-closing rooms
  • Smoke alarm in room

Comfort Features

  • Blackout curtain
  • Blackout Facilities
  • Hair dryer
  • Iron
  • Ironing board and flat-iron
  • Opening windows
  • Shoe polisher

Electric Facilities

  • 220/240 V AC

Room Services

  • Automatic wake up call
  • Operator wake up call

Working Area

  • Business Desk
See availabilities

Hotel location

Hotel Mercure Salzburg City

Bayerhamerstrasse 14 a
5020 SALZBURG
Austria

GPS:47.809379, 13.050953

Telephone
Fax +43 662 871111411
Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Car park
  • Pets welcome
  • Restaurant
  • Wheelchair accessible
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service
  • 121 rooms
  • One room for people with reduced mobility
  • 6 connecting rooms
  • 121 non-smoking rooms
  • 3 floors

Languages spoken at the hotel

  • German
  • English
  • Spanish

Reduced mobility Facilities

100% Non Smoking Property

Elevator to all floor

Laundry / Valet Services

  • Laundry / Valet Services Additional charge

Wi-Fi

  • WiFi at the hotel
  • WiFi in the communal areas
  • High Speed WiFi Additional charge

Air conditioning

Desk equipment available

  • Shoe shine machine

Iron

  • Iron at reception

Check In & Check-out facilities

  • Express check-in
  • Express check-out
  • Late Checkout

Pets

Pets allowed

Catering

One Restaurant

One Bar

Room service

  • Cold snacks
  • Hot meals

Breakfast

  • Buffet Additional charge

Business

6 Meeting rooms

Business Center

  • Self service business center

Family

Services for children

  • Green area
  • Tourist guide for families
  • On site
  • Outdoor parking
  • Private
  • 30 parking spaces
  • Parking opened 24/7
  • Max Limited Height: 2 m / 6.562 ft

  • Parking pricing: 20.00 € 20 EUR Per day

Vehicles

  • Bus parking

LE SEL

Photo out of - LE SEL

2500 years of salt mining have shaped the state and its people and given our restaurant its name. Enjoy the cozy atmosphere of the Le Sel with dishes from regional and international cuisine.

Cooking style
International
Chef name
Thomas Wunderer
Capacity
80
Accessibility
Accessible service
Bayerhamerstrasse 14 a, 5020 Salzburg, Austria
Telephone +43 662 88143813
Menu PDF
Cocktail menu PDF

Other informations

Services

  • Air conditioning
  • Wheelchair access
  • Free Wireless internet (WiFi)
  • Booster Seats available (for Baby)
  • Non Smoking Area
  • Reservation recommended
  • Terrace
  • Exceptional View
  • Takeaway Meals

Payment

  • Cash
  • Credit card

Credit cards

  • American Express
  • Mastercard
  • China UnionPay
  • Diners Club
  • JCB
  • Maestro
  • Visa

2500 years of salt mining have shaped the state and its people and given our restaurant its name. Enjoy the cozy atmosphere of the Le Sel with dishes from regional and international cuisine.

Hotel bar in the restaurant

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  4.6/5  1,497 reviews

Customer review rating 3.0/5

Saadia Z. Friends - Confirmed reviews ALL

Dear Ms. Z., thank you for taking the time to share your experience with us. We are genuinely sorry that your stay left you disappointed and that the hotel did not feel like the Mercure experience you had expected. More than anything, we want our guests to feel comfortable, well looked after and confident in their choice of hotel, and we regret that we did not achieve that for you. We appreciate your comments regarding the overall atmosphere, amenities and breakfast, and we will take them into account as we continue to improve the guest experience. Thank you as well for your loyalty as an ALL Gold member. We truly regret that this stay did not leave you with a better impression of our hotel and the Accor brand. Kind regards Patricija Seset-Cilic Front Office Manager

Customer review rating 5.0/5

Ajay B. Couples - Confirmed reviews ALL

Dear Mr. B., thank you very much for your wonderful review. We are delighted that you had such an enjoyable stay with us and especially that both breakfast and dinner were such a positive part of your experience. It is also lovely to know that you felt well looked after by our team throughout your stay. Thank you for your loyalty as an ALL Gold member. We hope to welcome you back to Mercure Salzburg City again soon. Kind regards Patricija Seset-Cilic Front Office Manager

Customer review rating 4.5/5

Joanne H. Couples - Confirmed reviews ALL

Dear Guest, thank you very much for your kind feedback. We are pleased that you felt warmly welcomed and had a comfortable, quiet stay with us. Our colleague from check-in will certainly appreciate your kind words, and it is lovely to know that the friendly service made such a positive first impression. It is also nice to read that our location worked well for exploring Salzburg, whether on foot or by public transport. We truly appreciate your recommendation and would be very happy to welcome you back on a future visit. Best regards, Schollenberg Stefan Front Office Shift Leader ALL Ambassador Hotel Mercure Salzburg City

Customer review rating 4.5/5

Andrew P. Solo - Confirmed reviews ALL

Dear Guest, thank you very much for your kind and thoughtful feedback. It is always a pleasure to welcome you back to our hotel, and we are very happy that this stay with us was comfortable and convenient as well. We truly appreciate your positive words about the service, as well as the support you received before your departure. We are especially pleased that we could assist you with preparing your item for airline transport. Sometimes it is the practical help at the right moment that makes travelling a little easier, and we are glad we could be there for you. Thank you again for your continued trust. We would be delighted to welcome you back again on your next visit to Salzburg. Best regards, Schollenberg Stefan Front Office Shift Leader ALL Ambassador Hotel Mercure Salzburg City

Customer review rating 5.0/5

Alison C. Families - Confirmed reviews ALL

Dear Guest, thank you very much for your wonderful and thoughtful feedback. It is always a pleasure to welcome you back to our hotel, and we are truly happy to read that you enjoyed your stay with us once again. Your kind words about the recent refurbishment are especially appreciated, and it is lovely to know that the softer colours and renewed public areas created such a pleasant impression. We are also glad that you enjoyed the walk through Salzburg, as well as the breakfast, dinner and the friendly support from our team during your stay. Thank you again for your continued trust. We will be very happy to welcome you back next time. Best regards, Schollenberg Stefan Front Office Shift Leader ALL Ambassador Hotel Mercure Salzburg City

Dear Ms. Z., thank you for taking the time to share your experience with us. We are genuinely sorry that your stay left you disappointed and that the hotel did not feel like the Mercure experience you had expected. More than anything, we want our guests to feel comfortable, well looked after and confident in their choice of hotel, and we regret that we did not achieve that for you. We appreciate your comments regarding the overall atmosphere, amenities and breakfast, and we will take them into account as we continue to improve the guest experience. Thank you as well for your loyalty as an ALL Gold member. We truly regret that this stay did not leave you with a better impression of our hotel and the Accor brand. Kind regards Patricija Seset-Cilic Front Office Manager

Customer review rating 5.0/5

Ajay B. Couples - Confirmed reviews ALL

We had a wonderful experience. Friendly staff with wonderful Service. Good Breakfast and wonderful dinner. Clean room and good shower

Dear Mr. B., thank you very much for your wonderful review. We are delighted that you had such an enjoyable stay with us and especially that both breakfast and dinner were such a positive part of your experience. It is also lovely to know that you felt well looked after by our team throughout your stay. Thank you for your loyalty as an ALL Gold member. We hope to welcome you back to Mercure Salzburg City again soon. Kind regards Patricija Seset-Cilic Front Office Manager

Customer review rating 4.5/5

Joanne H. Couples - Confirmed reviews ALL

The lady that checked us in was lovely and friendly and very helpful. All the other staff we encountered were pleasant also. The room was clean and comfortable and was very quiet. We were pleased there was a kettle. The price for the room per night was high but maybe it is normal for the area. I think a small fridge in the room for the price per night would be good. We were able to walk to all the main attractions and train station however there is a bus stop nearby. There are also restaurants and shops a short walk away. We would recommend staying at this hotel.

Dear Guest, thank you very much for your kind feedback. We are pleased that you felt warmly welcomed and had a comfortable, quiet stay with us. Our colleague from check-in will certainly appreciate your kind words, and it is lovely to know that the friendly service made such a positive first impression. It is also nice to read that our location worked well for exploring Salzburg, whether on foot or by public transport. We truly appreciate your recommendation and would be very happy to welcome you back on a future visit. Best regards, Schollenberg Stefan Front Office Shift Leader ALL Ambassador Hotel Mercure Salzburg City

Customer review rating 4.5/5

Andrew P. Solo - Confirmed reviews ALL

Second stay here in 2 months, this time as a base for daily travel into the Pongau region. Easy access to the autobahns and airport, most convenient. The food quality is a bit variable (a very tough wiener schnitzel), but drinks and service were good. And the trip was rounded off by some late assistance from reception, management and maintenance to urgently tape a bulky item for airline transport - well done and thank you!

Dear Guest, thank you very much for your kind and thoughtful feedback. It is always a pleasure to welcome you back to our hotel, and we are very happy that this stay with us was comfortable and convenient as well. We truly appreciate your positive words about the service, as well as the support you received before your departure. We are especially pleased that we could assist you with preparing your item for airline transport. Sometimes it is the practical help at the right moment that makes travelling a little easier, and we are glad we could be there for you. Thank you again for your continued trust. We would be delighted to welcome you back again on your next visit to Salzburg. Best regards, Schollenberg Stefan Front Office Shift Leader ALL Ambassador Hotel Mercure Salzburg City

Customer review rating 5.0/5

Alison C. Families - Confirmed reviews ALL

I’ve stayed here several times and never been disappointed. The recent refurbishment is lovely, with very soft hues in the public spaces. The walk through the new town and across the bridge to the old town is lovely. The hotel staff are very friendly, knowledgable and helpful. The food choices for breakfast and dinner were really good. I will be back.

Dear Guest, thank you very much for your wonderful and thoughtful feedback. It is always a pleasure to welcome you back to our hotel, and we are truly happy to read that you enjoyed your stay with us once again. Your kind words about the recent refurbishment are especially appreciated, and it is lovely to know that the softer colours and renewed public areas created such a pleasant impression. We are also glad that you enjoyed the walk through Salzburg, as well as the breakfast, dinner and the friendly support from our team during your stay. Thank you again for your continued trust. We will be very happy to welcome you back next time. Best regards, Schollenberg Stefan Front Office Shift Leader ALL Ambassador Hotel Mercure Salzburg City

Customer review rating 4.5/5

John R. Business - Confirmed reviews ALL

Easy to book and also got a clear pre-arrival information about parking (upon request); very courteous check-in staff; nice room; restaurant staff were friendly too; food was really good.

Dear Guest, thank you very much for your kind and thoughtful feedback. We are pleased to read that your stay felt comfortable and well organized from the beginning. Clear information before arrival, especially regarding parking, can make the start of a trip much easier, so it is nice to know this was helpful for you. It is also lovely to read that both the room and the service in our house left such a positive impression, and that you enjoyed the food during your stay. We hope you had a pleasant time in Salzburg and would be happy to welcome you again in the future. Best regards, Schollenberg Stefan Front Office Shift Leader ALL Ambassador Hotel Mercure Salzburg City

Customer review rating 3.5/5

Lorraine D. P. Couples - Confirmed reviews ALL

Staff very pleasant, location good but some things need attention for a hotel with 4 stars. The pillows were dreadful, no neck support and lumpy. Towels were thin but clean. We had no body wash and had to request. You really shouldn’t have to request basic things like shower caps. The hotel seemed tired and in need of updating. 26 Euros for breakfast is much too expensive. I’d expect this in a central 5 star hotel. I requested a quiet room in the booking which wasn’t automatically given, but reception were able to allocate on check in. Room was quiet which was a positive. Sorry but wouldn’t be able to recommend the hotel as it currently is.

Dear Guest, thank you for taking the time to share your detailed feedback with us. I am very sorry that several aspects of your stay did not meet the expectations you had for our hotel. Your comments regarding the pillows, towels, room amenities and the general impression of the room are fully understood, and we appreciate you pointing them out so clearly. These are exactly the kinds of details that influence the comfort of a stay, and your feedback has been passed on to the responsible teams for review. I also regret that your room request was not prepared in advance as expected. I am glad, however, that our reception team was able to assist you at check-in and that you were able to stay in a quiet room, as requested. Thank you as well for your honest comments regarding the breakfast price. We understand that value for money is an important part of the overall experience, and we take your impression seriously. We appreciate your openness and are pleased that our team and the quiet room still left a positive impression. Thank you again for your feedback, as it helps us focus on the areas where improvement is needed. Best regards, Schollenberg Stefan Front Office Shift Leader ALL Ambassador Hotel Mercure Salzburg City

Customer review rating 4.0/5

Marco M. Families - Confirmed reviews ALL

Hotel and stay were great but I am very disappointed that, although my rewards points were credited, I am missing the credit for the 4 NIGHTS of my stay. Please correct without further delay. Thank you very much

Dear Mr. M., thank you for your feedback. We are very pleased to hear that you enjoyed your stay with us. We understand your disappointment regarding the four missing stay nights on your ALL account. We are already looking into this and will do our best to have the matter clarified and corrected as soon as possible. Thank you for your patience and for your loyalty as an ALL Silver member. Kind regards Patricija Seset-Cilic Front Office Manager

Customer review rating 4.5/5

Varkha C. Couples - Confirmed reviews ALL

Sabine the manager realised we were hungry when we arrived. The restaurant wasn’t going to open soon so she graciously sent pastries to our room. The gesture was so thoughtful. And we were guided v well whenever we asked questions. Plus the guest utility service of free transport was a great bonus!

Dear Ms. C., thank you very much for your lovely feedback. We are especially pleased that the small gesture on arrival made you feel well looked after. It is often those moments that stay with guests, and we are glad our team could make your start with us a little more comfortable. It is also great to know that the information provided during your stay and the Guest Mobility Ticket were helpful. Thank you for your loyalty as an ALL Silver member. We hope to welcome you back to Mercure Salzburg City again. Kind regards Patricija Seset-Cilic Front Office Manager

Customer review rating 4.0/5

Richard H. Couples - Confirmed reviews ALL

good room, goos location, good front desk service

Dear Guest, thank you for your kind feedback and positive rating. We are glad that everything matched your expectations and that you had a smooth and comfortable stay with us. It is nice to know that the room, location and front desk service all worked well for your visit. We hope you enjoyed your time in Salzburg and would be happy to welcome you again in the future. Best regards, Schollenberg Stefan Front Office Shift Leader ALL Ambassador Hotel Mercure Salzburg City

Customer review rating 4.0/5

Beate M. Couples - Confirmed reviews ALL

positive

Dear Guest, thank you for your positive feedback. We are pleased that you had an enjoyable stay with us and that the room contributed to a pleasant experience. We hope your time in Salzburg was just as positive and relaxing. It would be a pleasure to welcome you again in the future. Best regards, Schollenberg Stefan Front Office Shift Leader ALL Ambassador Hotel Mercure Salzburg City

Customer review rating 4.5/5

Mark B. Couples - Confirmed reviews ALL

Ideal price/value hotel in Salzburg. Breakfast is down-to-earth and covers all the bases. 20 minutes Walk into the city. Ideal to also reach Mülln over the pedestrian bridge. Special thank to Herr Schollenberg. He is always highly professional, friendly and pays attention to the details. Thanks again for a lovely stay.

Dear Guest, thank you very much for your kind and thoughtful feedback. We are pleased that you enjoyed the good value, the comfortable overall experience and the convenient location for reaching both the city centre and the Mülln area. It is also nice to read that breakfast offered what you needed for a pleasant start to the day. Your personal words are very much appreciated. Paying attention to the small details is something we value, and it is lovely to know that this contributed to your stay. Thank you again for your visit. We would be very happy to welcome you back on your next trip to Salzburg. Best regards, Schollenberg Stefan Front Office Shift Leader ALL Ambassador Hotel Mercure Salzburg City

Customer review rating 4.5/5

Faisal A. Business - Confirmed reviews ALL

Great rooms with complimentary drinks and snacks.. great location but above all lovely friendly staff who went out their way to help

Dear Guest, thank you very much for your lovely review. It is wonderful to read that you enjoyed your room, the location and the small extras during your stay. Most of all, we are very pleased that our team made such a warm and helpful impression, as this personal touch often makes a visit feel even more special. We hope you had a memorable time in Salzburg and would be delighted to welcome you again in the future. Best regards, Schollenberg Stefan Front Office Shift Leader ALL Ambassador Hotel Mercure Salzburg City

Customer review rating 4.0/5

Karl B. Business - Confirmed reviews ALL

Always great here, the staff are very friendly, accommodating and welcoming and always try their most to help. They just have to keep on top of the room cleanliness, which I mentioned whilst staying there.

Dear Guest, thank you very much for your kind and honest feedback. It is always a pleasure to welcome you back to our hotel, and we are truly happy to read that you continue to feel so well looked after by our team. Your words about the friendly, accommodating and welcoming service mean a great deal to us. At the same time, I am sorry that the room cleanliness was not fully as it should have been during this stay. Thank you for already mentioning this while you were here, as this gives us the chance to follow up directly with the responsible team and make sure more attention is paid to this point. We truly appreciate your continued trust and already look forward to welcoming you again on your next visit to Salzburg. Best regards, Schollenberg Stefan Front Office Shift Leader ALL Ambassador Hotel Mercure Salzburg City

Customer review rating 4.0/5

Ivana D. Couples - Confirmed reviews ALL

Unfortunately I overpaid. On the arrival date, after my check in I found out hotel is approx 30%cheaper than I paid. I understand price can change but tgis was a big price difference.

Dear Guest, thank you for sharing your feedback with us. I am sorry that the price difference you noticed after arrival affected your overall impression. Hotel rates can change depending on availability, booking conditions and demand, but we fully understand that such a difference can feel disappointing when seen during the stay. We appreciate you mentioning this in such a fair way, and we are glad that your overall rating still reflects a positive stay. We hope you were able to enjoy your time in Salzburg and would be pleased to welcome you again in the future. Best regards, Schollenberg Stefan Front Office Shift Leader ALL Ambassador Hotel Mercure Salzburg City

Customer review rating 4.5/5

Alain B. Solo - Confirmed reviews ALL

Great hotel, breakfast , room size and clean rooms.

Dear Guest, thank you very much for your wonderful feedback. It is great to read that you had such a comfortable stay with us and that the room, breakfast and location all contributed to a positive experience. We are also pleased that the spaciousness of the room suited you well. We hope you enjoyed your time in Salzburg and would be delighted to welcome you again in the future. Best regards, Schollenberg Stefan Front Office Shift Leader ALL Ambassador Hotel Mercure Salzburg City

Customer review rating 5.0/5

Curtis R. Couples - Confirmed reviews ALL

Great quiet location with clean modern comfortable room and easy complimentary bus access

Dear Guest, thank you very much for your excellent rating and kind feedback. We are very pleased that the quiet location and the comfort of your room made your stay so enjoyable. It is also nice to read that the Guest Mobility Ticket helped you get around Salzburg easily during your visit. We hope you had a wonderful time in the city and would be delighted to welcome you again in the future. Best regards, Schollenberg Stefan Front Office Shift Leader ALL Ambassador Hotel Mercure Salzburg City

Customer review rating 4.5/5

Emmanuel P. Solo - Confirmed reviews ALL

Excellent one night stay in Salzburg

Dear Mr P., Thank you very much for your kind feedback. I am glad you had such an enjoyable stay in Salzburg and felt well looked after from arrival to departure. Your special mention of our colleague is greatly appreciated, and I will make sure your kind words reach him. We hope to welcome you back for a longer stay next time. Kind regards, Patricija Seset-Cilic Front Office Manager

Customer review rating 3.0/5

Filip P. Solo - Confirmed reviews ALL

The lady at the reception shown great behavior - I arrived early my room wasn’t ready but received clear guidance when the room will be ready and the team delivered on the promise. The room was however aged and definitely did not feel as 4-star standard for a rate of 190 per night. Honestly I was disappointed when I saw it. Breakfast could have been also better. My preferred chain is normally Hilton and I need to say that their Standard seems to be higher and the room looks as advertised - this is not the case with your hotel which might be considered as a shady practice that I would not expect from a big chain like accor. I think that you should realize that you were with me in a business acquisition situation and you missed leaving an impression on me. If I would be you I would offer a free upgrade of the room in order to keep the customer for the future. That happened to me on some occasions in Hilton and Marriot/Bonvoy and that keeps me coming back as I feel valued and this is hospitality business. A good thing I noticed is skipping the clean for points and also good that the agent at the desk highlighted it - that is a good win-win initiative for accor and the customer. A nice creative solution.

Dear Mr P., Thank you for taking the time to give us such detailed feedback. I am pleased that my colleague at reception gave you clear information when you arrived early and that your room was ready at the promised time. I also appreciate your positive comments about the breakfast service and our Skip the Clean initiative. I am sorry that the room itself was such a disappointment. The stained carpet in room 114 should not have been overlooked, and we take your comments about the room’s condition and the breakfast seriously. Comparisons are understandable, but Mercure is a different brand from Hilton and has its own concept. We do not intentionally present our rooms in a misleading way. At the same time, if the room did not match the impression created when booking, I understand why you felt disappointed. Complimentary upgrades are always subject to availability and are often not possible during high season. More importantly, a guest should not need an upgrade to feel valued, the room booked should be clean, well maintained and match what was promised. I regret that we missed the opportunity to leave you with a better impression. Kind regards, Patricija Seset-Cilic Front Office Manager

Customer review rating 1.0/5

Aleksandar D. Families - Confirmed reviews ALL

The experience at Mercure does not meet the expectations set by the pricing. For this money one should not expect the following: 1) Rooms filled with dust on many surfaces. Cleaning should be a thorough job and not something to cover up or simulate. 2) Rooms without any normal amenities one expects at a four star hotel - empty minibar, empty soaps, no welcome water even. The most ridiculous is you are trying to save money on a single layer toilet paper?? Absolutely ridiculous. 3) The TV is more of a decoration than anything else. It is not connected to the internet, so Netflix and all apps are not accessible. Reception does not even have an HDMI cable. 4) No working spaces in the whole hotel. Conference rooms are locked, ABSENCE of a hotel lobby. One has to go to a caffe outside the premises in order to work with a laptop charger. 5) Back to cleaning - you totally simulate activity. Cleaning staff fixes the beds only. No change of sheets, not throwing the trash out, not cleaning the sink or toilet. The audacity to take a used glass and put it upside-down WITHOUT WASHING IT, as to seem you have cleaned is horrendous. We had to leave a note pleading someone to clean the sink. 6) At reception we were welcomed by the most careless people. No explanations of the amenities of the hotel. Nothing said about your services or even the city — Just take your cards, sign here and goodbye. (It was a blond young receptionist)

Dear Mr D., Thank you for sharing your detailed feedback. I am sorry that the housekeeping service during your six-night stay and the welcome at reception did not meet the standard you expected. A room should be properly serviced, and guests should receive clear and helpful information upon arrival. Some of the amenities and working facilities mentioned are not included in every room category or hotel concept, but this should always be communicated clearly. We will review your comments carefully with our teams. I am glad that you found the bed comfortable and the Wi-Fi reliable, and I hope we may leave you with a much better impression on a future visit. Kind regards, Patricija Seset-Cilic Front Office Manager

Other web-users rate our hotel

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  • 7 reviews 1.1/10 Wellness Area

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