We stayed 4 nights in the executive suite. The air conditioning was not working. The central heating was not working . The plug-in radiator was broken. The room was cold. The lights in the room were not working properly - flickering. The fridge was leaking. The toilet roll holder was broken. The shower soap dish was broken. The room was not clean, and smelt musty. The room was not serviced. We had to ask on three occasions for some new towels, and for toilet rolls, and for the bin to be emptied - before any action was taken. The corridors were dirty - with empty plates, glasses and rubbish from take-aways on the floor. Overall - it was a very uncomfortable and unpleasant stay. I was dismayed at the lack of service - and the hotel seems totally un-cared for. I will not be staying at a Mercure Hotel again.

I wanted a hotel with facilities swimming pool, jacuzzi, gym and sauna to relax whilst my son was in lectures at uni, the booking had issues from the start so I ended up paying an unbelievable £1000 plus for 6 nights NOT including breakfast because apparently only a privilege room was available Privilege seems to mean small table and a chair for £300 plus extra (really) I then found only 2 coat hangers in my room, I requested more, was brought 2 more and told no more were available The house cost provided was a mile too small ( I am a large) nothing else available The jacuzzi didn’t work for the whole duration of my trip Every time I went to reception I had to call out to get somebody’s attention I called down as I had run out of milk in my room only to be told I had to come downstairs and get it myself I then had no still water in my room and was informed the hotel didn’t have any The hotel bar closed at 10 PM, No last bell was rung and to be honest the bar staff could have approached the people still in the bar and said we are closing can I get you anything before we cash, Too much to ask I on 1 occasion paid for breakfast it was buffet and ok apart from the lack of yogurt and fruit selection To finish I’m so disappointed my son has started a 4 yr degree at Exeter and I was looking for a semi regular hotel to stay in whilst visiting him Been overcharged badly looked after And received No apologies for the lack of customer service

We were not impressed with our stay at the hotel. We have previously stayed here and it was much nicer. We did not get a very jolly welcome it seemed they were very Pre occupied with a wedding. The room was clean and ready for our stay. Not all condiments were replenished but you could get what you required at reception. We were woken both mornings by very heavy footed people above us from 630am to 8. Not great when we were child free!! (Not sure if they have staff staying up there?) Breakfast day one there were no clean tables. Approximately 20 tables with dishes on. We asked the staff to clean one for us, after 10 minutes of waiting we cleared and cleaned our own table. Multiple breakfast staff passed us and just ignored us. Day two breakfast, different staff who were very attentive. Quick to clear the tables once someone left. Much better experience. Think we will try somewhere else next time.

This is our second visit to the hotel last week and in general pleased with the sevice. Unfortunately we believe we have left some items in our room last week. Its nearly impossible to get to speak to anybody on reception. I have emailed the hotel with no response, even resorted to contacting the gym manager who left a note with reception. Ive spoken to reception once. All telephone calls ultimately routed to reservations somewhere in the world. I do get the impression that the hotel is short of staff, but it would be good if somebody could return our messages

A great old building, having problems with air-con but hopefully soon to be fixed. So close to city centre and loads of restaurants. All of the staff that we met were very helpful and friendly, breakfast buffet was very good and well stocked

The hotel is desperately in need of a refurbishment. We had a premiere room, number 365. There was pealing wall paper, damp on the ceiling, brown stains on the pillows a TV that only worked intermittently, draws that collapsed when you pulled them out a cracked shower tray and pealing paint. The service in the restaurant was poor, it took one hour to get a chicken burger, The food was cooked terribly. Still frozen chips and a burger that was overcooked and dark (brown/black). Breakfast was not much better. If I had paid under £100 I would have thought the stay acceptable but it cost £270. The front desk service was good but there was only one person on desk and a long que to checkout. This is not a nice hotel , not what you would expect from 4 star and I would not recommend.

On arrival at the Mercure at 13:20 there was just one person on reception and a queue of people ... lots of staff milling around but no-one helping ... having had a four hour drive we were told we couldnt get a drink of any sort - tea, coffee, wine ... the bar didnt open until 5pm ... room not ready and reception had no idea what rooms had been cleaned - it took 25 minutes (having been told it would be 5) to find out what room we had ... sanitiser dispenser on 3rd floor by the lifts empty for our whole stay ... The "Privilege" room was disgusting - carpet threadbare, finger prints on windows, furniture scratched, phone headset filthy ... we have stayed numerous times before, but never will again ... on check out we werent even asked how our stay had been.

The receptionist gave us a good reduction on our first night's stay as we checked out having booked in for two. Our bathroom had the whiff of a sewer, the dining room had cobwebs and the pool was closed.

I booked an executive suite at this hotel via all accor website, I am a member of the group, for my partner's 70 birthday celebrations. On arrival at the hotel, I was given a key but found it was for the scruffiest "privilege" room I have seen in a long time. On tackling reception, after several comings and goings by the reception staff, I was basically told we had been downgraded and had received an email about this. Not!! I insisted on seeing the person in charge and was told the guest who should have vacated our room had to stay, as they had been taken ill. Seemed reasonable, until you spoke to another gentleman who had also been down graded in the same way. It then became an admin error! He had not received an email either. All in all a catalogue of errors and lies. With noacknowledgement of the distress caused. Despite having visited there at least once a year for several years, we will not be going back there sgain. When I said I would be giving them 1 out of 10, they ask for your evaluation of your experience, they seemed totally unconcerned. The staff either need retraining in customer services or sacking!

My wife and I stayed for one night after taking our daughter back to uni. Hotel billed as 4 star but rooms desperately need refurbishment. Water stain on ceiling, hole in wall (had been filled but not painted over), water outlet in shower tray blocked so it kept filling up, carpet very worn in main traffic areas...to name a few. Didn't use pool, spa or restaurant so can't comment.

Copy of message sent on September 6th direct to the hotel. For the attention of the manager. Mercure Exeter Southgate Hotel From Sep. 01, 2021 to Sep. 04, 2021 Dear Sir/Madam, As former business travellers and now leisure visitors, we know the Mercure brand well in several different countries, Our stay in „privilege“ room 140, was not up to the usual standard for the following reasons: Firstly, the WC flush was incredibly difficult to operate and this fault caused us more trouble than all of the others because of my wife’s arthritis. Then the extractor fan was not functioning at all – someone had a look at both problems without solving them. On the second day of our stay, the hot tap for our sink ceased to have any hot water. Again this fault was reported but not rectified. Only one of the bulbs was working on the bathroom mirror and finally some of the decor had simply been neglected (see photo). Faults were reported but not rectified. We paid in good faith, in advance, for an „upgraded“ room and cannot fathom how your staff can say they will „see what they can do on the bill“. We reported our disappointment immediately instead of giving the hotel a bad review on Tripadvisor but we had to put up with all the inconvenience for the whole of our stay. Please look into this as soon as you can – I have phographs of all the problems should you require them to make a judgement. Yours faithfully, K. Barker

Keys not working, noise throughout the night, pool not open at 8am as scheduled due to "employee" issues, finally open at 10am, but already completely packed, spa & sauna out of order. Covid can be blamed for many things, but ..........

No room service during stay said The staff informed me no rooms cleaned fresh towel or tea coffee refilled Because of covid. No jacuzzi, pool limited hours as staff on holiday. Complained took 3 days to get room cleaned.

I always chose accor for lovely and well maintained properties and friendly staff, but my recent stay at Southgate in Exeter wasn't even close to the hospitality associated with this brand. The room wasn't cleaned properly, the extractor in the bathroom was broken. The curtains looked dirty, the mattresses weren't comfortable. I told this to reception and have been told that maintenance and house keeping have been informed of this issue but things weren't resolved during my 4 night stay. So disappointed!!

Over a two night stay I had many of the poor experiences repeatedly shared in other reviews. Services were limited/suspended, communal areas were neglected (despite resident pets), rooms were overall in poor condition. By the sheer number of problems, it’s as if maintenance wasn’t performed during lockdown. Awful value at £150pn (std, room only). If you are an Accor loyalty card holder, don’t expect any of the standard recognition (I am Platinum).