머큐어 호텔 베를린 시티 4성

고객 평점 (ALL 평가) 4.5/5 2,352 리뷰

아코르호텔 그룹 전 세계 호텔 최저가 보장
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Invalidenstrasse 38, 10115 베를린, 독일

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머큐어 호텔 베를린 시티

Invalidenstrasse 38
10115 베를린
독일

GPS:52.53024, 13.381882

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팩스 +49 30 30826100

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ALL 평가  4.5/5  2,352 리뷰

TripAdvisor 평가  4.1/5  1,905 리뷰

Sewage Leak, service failures ... and no accountability from Mercure Hotel Berlin City management or Accor Group leaders

트립어드바이저 평점 1.0/5

Jim832 TripAdvisor 인증 리뷰

My family and I have stayed at many hotels across various countries in the last few decades. Our recent stay at Mercure Hotel Berlin City during the Berlin Marathon was by far the most disappointing guest experience we have ever had - not just because of the accumulation of failures at the time and subsequent lack of reaction by the local hotel management team, but also because of the dismissive response from Accor’s corporate team at every level afterwards. Upon checking in, the receptionist was neither particularly welcoming nor helpful, advising no room was available for us yet and we should come back from 15:00 - not the best start to our stay, provided other guests checking in at the same time were getting their rooms immediately. Only when another staff member intervened did we learn that a room had been available all along. A few days later in the breakfast area, I also experienced a frustrating interaction with the staff member in charge of room number check that day : after giving ours and proceeding to the buffet, the same employee caught up to me, insisting - wrongly - that the room number was incorrect. I had to follow him back to the reception area, where it took several minutes to clarify the situation. This was both embarrassing and unnecessary, and clearly the result of poor training and internal miscommunication. Not reflective, again, of the standards expected from a Mercure establishment. Our room on another note, while visually pleasant, also felt cramped. Finally on marathon day, we encountered a far more serious issue : a full blown sewage "waterfall" in the reception area (see pictures in attachments), accompanied by an overpowering smell. While on my way to / back from the breakfast area that morning, I noticed a terrible (sewage) smell. Half a day later in the evening, that situation had gotten out of control : we were met with a horrendous smell and a full blown sewage leak from the ceiling and live lighting fixture onto the flooded reception area, with the obvious health and safety risks posed by the combination of live power and water, while staff were discussing the food items contamination in the adjacent catering space. Again, hardly the kind of issue one would expect from a Mercure chain hotel or international standard establishment. Given the accumulation service failures, a serious sanitation incident, and clear safety risks we experienced, we requested a partial refund of our stay. Despite the extent of the inconvenience and the clear deviation from the standards expected of an international Accor brand such as Mercure, the General Manager at Mercure Hotel Berlin City insisted they would not consider our request. Furthermore after escalation to the highest level at Accor’s corporate team, and to the executive level (Guest Service Executive Department, Chief Loyalty & E-Commerce Officer, and finally Chairman & CEO), we were again met with a template-style dismissal. This position obviously did not acknowledge the accumulation of failures and the accumulation of missed opportunities for corrective actions since then. So much for customer care, accountability and brand standards, Mercure Hotel Berlin City and Accor Group levels of professionalism and accountability ...

Another perfect stay

트립어드바이저 평점 5.0/5

KW1975 TripAdvisor 인증 리뷰

This was my fourth time staying at this hotel. I booked here for 6 nights recently as needed to get away ahead of my father's funeral. I had to cancel my previous booking last minute, for which they were very understanding and sent condolences. Like my previous stays at this hotel, it was another perfect stay. The staff are amazing as always. And the location as usual, was perfect for getting around. I actually purchased a 6 day Welcome Berlin card, but hardly ever used it as I could walk to most places. The Brandenburg Gate is only a 1km walk from the hotel. As the weather was perfect autumnal weather, it was lovely to walk without purpose and finding hidden gems as you walk around the city. My room was on the 5th floor with garden view. Again, very quiet and had no issues sleeping, especially as the bed was comfortable and extra pillows if needed, which I did. Breakfast as usual was a vast selection for all tastes. Whether I missed it on my previous visit in July, or the pancake station has returned. Which is lovely warm fresh pancakes with a selection of toppings. Really looking forward to my next stay here. It wouldn't feel the same staying elsewhere.

Dear KW1975, Thank you for taking the time to share your thoughtful feedback regarding your recent stay at Mercure Hotel Berlin City. We are truly honored to have welcomed you back for the fourth time, especially during such a difficult period in your life. Please accept our deepest condolences for your loss. It is heartening to read that you found your stay to be another perfect experience. Our team takes great pride in delivering exceptional service, and your recognition of their efforts is greatly appreciated. We are also pleased to hear that our location suited your needs, allowing you to explore the city comfortably on foot. The proximity to attractions such as the Brandenburg Gate is indeed one of our many assets, and we are delighted that you enjoyed the lovely autumn weather while discovering the hidden gems of Berlin. We are glad that your room provided you with the tranquility and comfort you required, including the amenities that ensured a restful sleep. The availability of extra pillows is part of our commitment to enhance guest comfort, and we are pleased to know it met your needs during your visit. Furthermore, it is wonderful to hear that you enjoyed the variety offered at our breakfast buffet, including our pancake station. We continually strive to enhance our offerings and ensure that there is something for everyone to enjoy. We look forward to welcoming you back on your next visit and are committed to providing you with the same high-quality experience that you have come to expect from us. Best regards, Larissa Wrobbel Guest Relation

Overall a good stay

트립어드바이저 평점 4.0/5

Noelia L TripAdvisor 인증 리뷰

I stayed at this hotel recently and had a nice experience overall. It’s a good hotel outside the touristic city center, with a good price-quality ratio. The area is quiet and safe, close to the central station, and it’s very easy to reach the city center by tram or metro, it takes about 15 minutes. When I arrived, my room had two single beds instead of the king-size bed I booked. I went to the reception, and a young receptionist told me that “this is the German style” and that they didn’t have rooms with one big bed. I didn’t know, so I believed it. Later I doubled check the hotel’s website and saw that they do have rooms with one big bed. I felt a bit disappointed, but I didn’t want to make a problem about it. Later, I asked for a bathrobe at reception. A lady told me that bathrobes were only for higher room categories. But the information in the room’s QR code said clearly that guests could ask for one at reception. When I mentioned this, she gave me a bathrobe right away. I also talked again about the bed problem, and another receptionist told me that sometimes the photos on the website don’t match the real room type, so it’s good to double-check when booking. Even with these small issues, my stay was still good. The room size was fine, and the hotel was quiet. On the night of my birthday, the lady working at the bar was so kind! She brought me a glass of champagne to celebrate with my boyfriend and even gave me a small gift. That really made me happy. But the person who truly made my stay special was Mikalina, the lady at breakfast. I didn’t have breakfast included, but I always went down for coffee, and she welcomed me every morning with a big smile. She is such a sweet and kind person, and her positive energy made my mornings so much better. Thank you so much, Mikalina, for your amazing attitude and for starting my days with such warmth and joy!

Dear Noelia L, Thank you for sharing your experience at Mercure Hotel Berlin City. We are pleased to hear that you enjoyed your overall stay and appreciated the good price-quality ratio, as well as the convenient location near the central station. It is always a pleasure to know that our guests feel safe and comfortable in our surroundings. I would like to address the concerns you raised regarding the bed configuration in your room. I apologize for any confusion caused by the information provided at check-in. While we do offer rooms with king-size beds, it is unfortunate that you were initially informed otherwise. We strive to ensure that our staff is fully knowledgeable about room types, and your feedback will be valuable in improving our communication. Regarding the bathrobe request, I appreciate your understanding in this matter. Our policy states that bathrobes are generally reserved for higher room categories, yet we also wish to accommodate our guests' requests when possible. I am glad to hear that the team was able to provide you with one after clarifying the information. I am particularly delighted to learn that Mikalina made a positive impact during your stay. Our staff's dedication to creating a warm and welcoming atmosphere is something we truly value, and it is wonderful that she contributed to your birthday celebration with such kindness. Thank you once again for your thoughtful feedback. We hope to have the opportunity to welcome you back in the future for another enjoyable stay. Larissa Wrobbel Guest Relation

Decent hotel

트립어드바이저 평점 4.0/5

Janice S TripAdvisor 인증 리뷰

Stayed at this hotel for the first 3 nights of our European vacation with 2 other couples. The hotel rooms are not overly big but they were clean and quiet. The hotel offers breakfast but we did not eat at the hotel so cant comment on it. Hotel is located just a block from a subway station so convenient for getting around. Lots of restaurants within a 15 min walk from the hotel. Rooms have safes but they are hidden in a cabinet under the coffee maker. Overall a decent stay.

Dear Janice S, Thank you for sharing your positive feedback regarding your recent stay at Mercure Hotel Berlin City. We are pleased to hear that you found our accommodations clean and quiet, providing a comfortable environment for your European vacation. It is wonderful to know that our location contributed to your experience, with convenient access to the subway station and a variety of restaurants within walking distance. We strive to offer our guests both comfort and convenience, and it is gratifying to learn that we met your expectations in this regard. We appreciate your observation about the safes in the rooms. Our aim is to ensure that all amenities are easily accessible while maintaining a tidy appearance. Your comments about our breakfast offerings are also duly noted, and we hope that on your next visit, you may have the opportunity to enjoy this aspect of our hospitality. Thank you once again for your kind remarks. We look forward to welcoming you back in the future for another enjoyable stay. Larissa Wrobbel Guest Relation

Very expensive medium quality

트립어드바이저 평점 2.0/5

robertosK526RI TripAdvisor 인증 리뷰

I found the staff not very friendly. Cold and rigid in terms of willingness to help. The price was totally out of context : 480 one night . For a very medium -standard hotel

Dear Roberto, Thank you for sharing your feedback regarding your recent stay with us. I regret to hear that your experience did not meet your expectations, particularly regarding the service you received from our staff. We strive to provide a welcoming atmosphere and sincerely apologize if this was not reflected during your visit. Your comments regarding pricing will be taken into consideration as we continuously evaluate our offerings. Best regards, Larissa Wrobbel Guest Relation

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  • 57 리뷰 6.7/10 인터넷 가격
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  • 789 리뷰 5.1/10 안락함
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베를린 지역 모든 호텔

해당 객실 카테고리의 1인 1박 요금에 가까운 가격입니다( 현지 규정에 따라 일부 세금은 호텔 도착 시에 지불해야 합니다(예: 숙박세).). 이는 당일 https://all.accor.com/ 웹사이트에서 확인할 수 있는 해당 숙박시설의 모든 세금(VAT 및 관광세 포함) 포함 향후 20일 이내의 1박 최저가 공시 가격에 해당합니다. 기간 및 예약 상황에 따라 다를 수 있습니다. 이 요금은 예약 시에만 보장됩니다. 모든 해외 예약은 호텔이 위치한 국가의 통화로 결제 가능합니다. 예약 시 호텔이 위치한 국가의 통화로 확인된 금액만 보장됩니다. 귀하의 통화로 환산한 근사치를 제공해 드릴 수 있으나 이 액수에는 책임을 지지 않습니다. 결제 시 은행으로부터 은행 수수료 및/또는 환율 수수료가 청구될 수 있습니다.