Mercure Exeter Southgate Hotel 4 stars

Most comfortable

Having had fond memories of using the Southgate Exeter from previous years I chose it for a one night city break. Sadly whilst the reception staff were excellent the rest of the experience was very poor.

Not as good as has been on previous occasions. First I had difficulties booking through the website and accessing my Accor membership so had to phone and book this way. On arrival as an Accor member didn't expect to be placed in such a shabby looking room. Large stains on carpet, smell of bleach/ammonia was really strong, furniture chipped and overall the decor was looking very tired. We asked to be moved which happened swiftly thanks to excellent service from the reception staff. Have enjoyed staying here on many occasions and this time felt that standards are slipping. Gone are the quality and hand wash and lotion from the loos in reception. Towels felt old and cardboardy not thick and fluffy. Decor of both rooms looked tired and in need of replacement/refresh. Service as ever was excellent and could only have been improved if we had been offered free car park or drink at bar as our initial room wasn't up to scratch at all.

Once again a friendly welcome, great customer service. Booked a suite though and whilst bathroom was clearly new, main bedroom area looked shabby, chipped furniture and a strange feint stale odour around the bed area.

Only hotel with leisure facility which is why I continue to stay but clearly undertaking some cost cutting. Coffee in rooms is cheap unbranded, breakfast choices are limited. its a travelodge with a pool now.

Over the last twenty years i have stayed at the South Gate, i find the hotel very relaxing and comfortable.

We only stayed 1 night was my husbands birthday had a lovely stay used pool and spa breakfast was lovely for us the bed was a little soft but that just personal taste we will be back

Room was ok but too hot. No heating control. Very limited complimentary toiletries. Breakfast was inconsistent depending on what staff were attending. Fresh fruit etc was not refilled at busy times. Staff were not presented smartly. Tended to chat amongst themselves and lean against pillars. The car park was full most days dues to there being no control over who used it. I was shocked to be charged £12 a day car park charges on top of my bill. This was not made plain. Overall, I would have expected more from a city centre hotel. I’ve stayed in much better.

Overall a good stay.

I loved it. I was only here for a night. I liked all aspects of the hotel, the check-in was quick and efficient. I liked the room, very spacious and tastily furnished. I did not eat in the restaurant as I'd eaten on the way but breakfast the next morning was nice. The hotel has a relaxed atmosphere, well positioned in the town. I used the gym and had a very nice swim before bed.

Torn bed sheet. Towels that were way past their best. Tight parking. Lucky to notice a £128 erroneous charge on my Amex bill which I had to request them to refund.

Pleasant stay as always, polite and helpful staff and clean and well presented rooms.

I phoned and booked on the same day as I wished to stay, the lady on reception was very helpful and made the whole experience a very pleasant. She was also the person who I checked out with the next morning and remembered speaking to me on the phone the day before, a asset to you. We stayed on sat 11th January.

I thought it was odd having to pay for the New Years Celebration with one payment and our stay on the 1st January on another payment. Our friends Mrs and Mrs Alcock and Mr and Mrs Wooley who were staying an extra night on the 31st December had to pay on three separate transactions. We didn’t realise that each day was in your eyes, a separate booking, and as we didn’t ‘check out’ each morning we were all locked out of our rooms meaning a trip back down stairs to reception to get our door cards re-set. Our group has over the last 15 years visited a different city every New Year, some have been great, some have just been ok, however yours was the first where we were only allowed one glass of prosecco before going in to dinner. Also your hotel was the first not to serve canapés. We were kept waiting in a draughty lobby for half an hour longer than we were told, we later learned because some adjustment had to be made to the seating arrangements. The meal itself was absolutely fine, but why did it take 3 hours to serve? I hope you didn’t pay too much for the disco as he didn’t start playing any music until prompted by my fellow guest at around 11pm. Also at 12 oclock, well actually at about 11:57 he didn’t play the big ben chimes like every other New Years Evening we have been to. You have a lovely modern hotel. It is warm and comfortable. The rooms are very nice, the bathroom excellent. All the staff we spoke too were polite and friendly. However the organisation was poor. Also my name is R.J.W. , not Mr S.. Please will you get my Accor card amended, my number is 30…44B5

Quite satisfied but a smelly sock found under the curtain!