Mercure Exeter Southgate Hotel 4 stars

The positives. Hotel in a good location. Car parking. Room size good. The negatives. Large cobwebs above the windows. No tea/coffee facilities in the room. Poor breakfast arrangements.

I enjoyed my stay including swimming . Staff were all friendly and helpful.

Good 2 night stay in central Exeter. Good car parking facilities, although that is not inexpensive, however given the location and our plans for the week we were happy to be able to simply park our car in the hotel car park & enjoy central Exeter & the quay on foot. Towels a bit threadbare but otherwise a comfortable, well appointed room.

I had a good stay having been a repeat guest. However once again the excuse of using Covid 19 for poor service and apathy is prevalent at your Exeter hotel. The checkin was unfriendly. Maybe the gentleman was new but he wasn’t friendly, and didn’t take a credit card imprint resulting in a problem over room service. The breakfast grab and go bag was truly dreadful and wasn’t evident when I made the booking. Breakfast was included and I assumed some kind of table service. Poor quality although the hot items good. The breakfast offering was not reflected in the price of the room. Room service was great however.

We had booked 2 No. Executive Suite rooms at a considerable cost to the Classic and found the quality of the room and beds to be poor. The pull out Sofa bed for our daughter was also dirty and not of a good quality. The executive suite was to come with certain amenities (soft drinks, nespresso pods, toiletries etc), but none of these were provided or available on request. We had ordered breakfast as part of the rate and prior to arriving we were told over the phone that this would be a full breakfast available at our choice, but that we had to eat in our room, which was fine. However, the breakfast was a Grab and Go breakfast, and the choices were limited. We ordered a sausage bap, which has one sausage in a bread roll and was cold. Overall, very bad breakfast and definitely not worth the extra cost. Overall a bad stay for our first family getaway since lockdown.

No access to restaurant during day, paid for parking but carpark was full, service was slow. Big issue with bill. Rooms in particular bathroom in poor state

Always have a good time at the Mercure Southgate. Room very clean, staff helpful and pleasant. Enjoyed the gym and swimming pool facilities which were open and clean. Had dinner in the lounge, weren't too sure of the process to order but food was good.

Ok

I have already left this feedback twice, so clearly you don't have a good process for complaints. My stay on the night of 7th September was the worst in my long history of stays at the Southgate Mercure Exeter. On arrival in my 'Privelege' room, I found an empty fridge, a kettle and a coffee machine with no coffee as the only obvious signs of 'Privelege' - please let me know what 'Privelege' entitled me to. I chose to order room service and ordered a pizza. It arrived, on it's own, in a box - no plate, no knives and forks to eat it with, no condiments, no napkin. I was on a call when it arrived, so by the time I had phoned for all the missing items, it was half-cold to eat. I ordered breakfast to be collected as instructed, but when I came to collect it and eat it, I was told that I could not sit in the dining area to eat it, so had to leave and eat mt breakfast at work, by which time it was cold. Before leaving, I tried to pay the 'much increased' car park charge in an over-full and cramped car park but the App for PayByPhone does not accept the location code of the hotel, so I do not expect a fine. I have been loyally using the hotel for many years, but today was by far the worse. Working at the airport, we have an hotel on our doorstep, so we will now be looking to use that more. Please respond and not ignore this.

Rooms were nice well located just don’t like eating breakfast on my bed

I appreciate the location of the hotel (short walk from the centre) and beds very comfy. The room however was not cleaned properly. Tables, headbord, wardrobe and light fittings were very dusty. The carpet looked dirty with fluid marks and patches and corners of the room and skirting very dusty. Window hasn't been cleaned either. Breakfast was a let down as well. Overall the stay didn't meet my expectations.

Had trouble parking the car in the hotel car park, on arrival able to park and then registered the car. When returned after a trip out no spaces were available. There should be a system in place where once the maximum no. of cars have been registered, no more can be registered.

The stay was short and comforatble. The staff are friendly but as everyone else they too were confused about Covid-19 restrictions. This is meant to be a 4 star hotel, but the space felt more like a 3 star. The room felt dirty, there was rubbish under the chair probably from the previous guest. The bedding was poorly made. There was no body lotion.

Overall a disappointing experience , Covid measures not being followed , curtains hanging off rails , toilet holders falling off , and to cap it all dogs walking freely with their owners around the premises ,not what i have come to expect from a Mercure hotel chain that we have used on many occasions . At no point did anyone make us aware that this hotel accepted pets ,my wife is asthmatic and only a few hairs can set off an attack ,so didn`t make for a relaxed atmosphere when in the hotel . When we asked reception about accepting pets we were told they had been for a while and that there were no specific rooms allocated for this purpose , which again is worrying .

No information given at check in about scanning QR codes in room to find out about room servicing. We aren't all tech savvy people who own smart phones. Suprisingly the restaurant closed, we were told by member of staff it was because there were no staff to work in it!!! Car parking charge at £12 was extortionate. In all our years of hotel stays, in this country and abroad, including big cities we've never as residents had to pay to park. This stay cost £200 per night and we would of liked to have been told about all of these things before we booked it.