Mercure Oxford Eastgate Hotel

Customer review rating (ALL Rating) 3.8/5 812 reviews

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Mercure Oxford Eastgate Hotel - Image 1
Mercure Oxford Eastgate Hotel - Image 2
Mercure Oxford Eastgate Hotel - Image 3
Mercure Oxford Eastgate Hotel - Image 4
73 High Street, Oxford, OX1 4BE OXFORDSHIRE, United Kingdom

Description

Hotel extras

  • Central location with nearby transport links

  • 17th Century building with original features

  • Eastgate Brasserie

  • Gateway to the Cotswolds and Blenheim Palace

Our accommodation(s)

Book this hotel
Room 1
See availabilities

Room

Classic Double or Twin Room

Photo out of - Classic Double or Twin Room

These rooms offer comfort & charm in this historic townhouse with feature headboards, luxurious rainfall shower, tea and coffee making tray, fridge, safe, hairdryer and WiFi. Please advise preferred bed type prior to arrival, double or twin.

Max. number of persons
2

Bedding

King size bed(s) x1

Twin bed(s) x2

Baby crib on request

Food And Beverage

Food And Beverage Facilities

  • Coffee/tea making facilities
  • Fridge

Bathroom

Bathroom Facilities

  • Bathroom products
  • Make-up/magnifying mirror

Media And Technology

Complementary elements

  • Radio

Internet Facilities

  • High speed internetAdditional charge

Phone Facilities

  • Direct dial telephoneAdditional charge

Tv Facilities

  • Satellite/cable colour TV

Service And Equipment

Accessibility And Security

  • Audible smoke alarms in rooms
  • Dead bolt in rooms
  • Emergency info in rooms
  • Keycard-operated door locks
  • Room interior entrance only
  • Safe deposit box in room
  • Security Peephole
  • Smoke alarm in room

Comfort Features

  • Double Glazing
  • Hair dryer
  • Iron
  • Ironing board and flat-iron
  • Trouser press

Electric Facilities

  • 220/240 V AC

Room Services

  • Operator wake up call

Working Area

  • Business Desk
  • Safe large enough to accommodate a laptop
  • 2 pers. max
  • Bedding 1 x King size bed(s) and 2 x Twin bed(s)
See availabilities

The Privilege Double rooms offer an upgraded bedroom experience with rainfall shower, complimentary high speed WiFi, Nespresso coffee machine, soft drink mini bar, robe and slippers.

Max. number of persons
2

Bedding

Double bed(s) x1

Extra bed in room for child on request

Baby crib on request

Food And Beverage

Food And Beverage Facilities

  • Coffee/tea making facilities
  • Fridge
  • Nespresso machine
  • Free in Room Mineral Water

Bathroom

Bathroom Facilities

  • Bathroom products
  • Make-up/magnifying mirror

Media And Technology

Complementary elements

  • Radio

Internet Facilities

  • High speed internetAdditional charge

Phone Facilities

  • Direct dial telephoneAdditional charge

Tv Facilities

  • Satellite/cable colour TV

Service And Equipment

Accessibility And Security

  • Audible smoke alarms in rooms
  • Dead bolt in rooms
  • Emergency info in rooms
  • Keycard-operated door locks
  • Room interior entrance only
  • Safe deposit box in room
  • Security Peephole
  • Smoke alarm in room

Comfort Features

  • Double Glazing
  • Hair dryer
  • Iron
  • Ironing board and flat-iron
  • Trouser press

Electric Facilities

  • 220/240 V AC

Room Services

  • Operator wake up call

Working Area

  • Business Desk
  • Safe large enough to accommodate a laptop
See availabilities

The Privilege rooms offer an upgraded bedroom experience with rainfall shower, complimentary high speed WiFi, Nespresso coffee machine, soft drink mini bar, robe and slippers. Please advise on bed layout preference prior to arrival, double or twin.

Max. number of persons
2

Bedding

Twin bed(s) x2

King size bed(s) x1

Extra bed in room for child on request

Baby crib on request

Food And Beverage

Food And Beverage Facilities

  • Coffee/tea making facilities
  • Fridge
  • Nespresso machine
  • Free in Room Mineral Water

Bathroom

Bathroom Facilities

  • Bathroom products
  • Make-up/magnifying mirror

Media And Technology

Complementary elements

  • Radio

Internet Facilities

  • High speed internetAdditional charge

Phone Facilities

  • Direct dial telephoneAdditional charge

Tv Facilities

  • Satellite/cable colour TV

Service And Equipment

Accessibility And Security

  • Audible smoke alarms in rooms
  • Dead bolt in rooms
  • Emergency info in rooms
  • Keycard-operated door locks
  • Room interior entrance only
  • Safe deposit box in room
  • Security Peephole
  • Smoke alarm in room

Comfort Features

  • Double Glazing
  • Hair dryer
  • Iron
  • Ironing board and flat-iron
  • Trouser press

Electric Facilities

  • 220/240 V AC

Room Services

  • Operator wake up call

Working Area

  • Business Desk
  • Safe large enough to accommodate a laptop
See availabilities

The Classic Single rooms offer complimentary high speed WiFi, en suite bathroom, hairdryer and tea/coffee making facilities.

Max. number of persons
1

Bedding

Single bed(s) x1

Food And Beverage

Food And Beverage Facilities

  • Coffee/tea making facilities
  • Fridge
  • Mini BarAdditional charge

Bathroom

Bathroom Facilities

  • Bathroom products
  • Make-up/magnifying mirror

Media And Technology

Complementary elements

  • Radio

Internet Facilities

  • High speed internetAdditional charge

Phone Facilities

  • Direct dial telephoneAdditional charge

Tv Facilities

  • Satellite/cable colour TV

Service And Equipment

Accessibility And Security

  • Audible smoke alarms in rooms
  • Dead bolt in rooms
  • Emergency info in rooms
  • Keycard-operated door locks
  • Room interior entrance only
  • Safe deposit box in room
  • Security Peephole
  • Smoke alarm in room

Comfort Features

  • Double Glazing
  • Hair dryer
  • Iron
  • Ironing board and flat-iron
  • Trouser press

Electric Facilities

  • 220/240 V AC

Room Services

  • Operator wake up call

Working Area

  • Business Desk
  • Safe large enough to accommodate a laptop
See availabilities

Overlooking the Oxford High Street and contemporarily refurbished, the suite is equipped with a comfortable King size bed, separate lounge area, flat screen TVs, coffee machine and tea facilities, in room mini-bar, MP3 connector, robe and slippers.

  • Views:

    Historic side view

Max. number of persons
2

Bedding

King size bed(s) x1

Double sofa bed(s) x1

Extra bed in room for child on request

Baby crib on request

Food And Beverage

Food And Beverage Facilities

  • Coffee/tea making facilities
  • Fridge
  • Nespresso machine
  • Free in Room Mineral Water

Bathroom

Bathroom Facilities

  • Bathroom products
  • Make-up/magnifying mirror

Media And Technology

Complementary elements

  • Radio

Internet Facilities

  • High speed internetAdditional charge

Phone Facilities

  • Direct dial telephoneAdditional charge

Tv Facilities

  • Satellite/cable colour TV

Service And Equipment

Accessibility And Security

  • Audible smoke alarms in rooms
  • Dead bolt in rooms
  • Emergency info in rooms
  • Keycard-operated door locks
  • Room interior entrance only
  • Safe deposit box in room
  • Security Peephole
  • Smoke alarm in room

Comfort Features

  • Double Glazing
  • Hair dryer
  • Iron
  • Ironing board and flat-iron
  • Trouser press

Electric Facilities

  • 220/240 V AC

Room Services

  • Operator wake up call

Working Area

  • Business Desk
  • Safe large enough to accommodate a laptop
See availabilities

Hotel location

Mercure Oxford Eastgate Hotel

73 High Street, Oxford
OX1 4BE OXFORDSHIRE
United Kingdom

GPS:51.752201, -1.249124

Telephone
Fax +44 1865 794163
Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Pets welcome
  • Wi-Fi
  • Breakfast
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service
  • 81 rooms
  • One room for people with reduced mobility
  • 3 family rooms
  • One connecting room
  • 81 non-smoking rooms
  • 4 floors

Languages spoken at the hotel

Reduced mobility Facilities

100% Non Smoking Property

Laundry / Valet Services

  • Dry cleaning / Ironing

Wi-Fi

  • High Speed internet
  • High Speed WiFi
  • WiFi at the hotel
  • WiFi in the communal areas

Desk equipment available

  • Plugs and converters available on desks

Check In & Check-out facilities

  • Express check-out
  • Late Checkout

Luggage storage

  • Luggage storage

Porter

  • Porter

Pets

Pets allowed

Catering

Room service

  • Cold snacks
  • Hot meals

Breakfast

  • Buffet Additional charge
  • Breakfast à la carte

Business

One Meeting room

2 breakfasts

Non contractual photo

  • Hot Breakfast

Breakfast à la carte

Services

  • Hot Breakfast

Hot & Cold buffet breakfast.

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  3.8/5  812 reviews

Customer review rating 4.0/5

Alan S. Friends - Confirmed reviews ALL

Dear Mr S., Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Victoria Beliakova Rooms Division Manager

Customer review rating 5.0/5

Caroline H. Business - Confirmed reviews ALL

Dear Ms H., Thank you so much for your kind words, it truly means a lot for the team, and we are delighted to know that you had a wonderful stay with us. Warm wishes, Victoria Beliakova Rooms Division Manager

Customer review rating 5.0/5

Marilyn W. Couples - Confirmed reviews ALL

Dear Marilyn W., Thank you for such a kind and generous review. It is truly lovely to know that you enjoyed your time with us and that the comfort of your room, our breakfast and the thoughtful touches throughout your stay all contributed to a pleasant visit. We are especially grateful for your appreciation of our team and the little details we offer to make our guests feel welcome. Your kind words will be shared with our colleagues, who will be delighted to know that their efforts helped make your stay a memorable one. We hope to have the pleasure of welcoming you back to Oxford in the future and making you feel just as warmly looked after. Warm wishes, Victoria Beliakova Rooms Division Manager

Customer review rating 5.0/5

Julie B. Couples - Confirmed reviews ALL

Dear Ms B., Thank you for your lovely feedback. We are delighted to know that you felt warmly welcomed and well looked after during your stay. It is especially wonderful to hear your kind words about out team. We will be very pleased to share your appreciation with them personally, as recognition such as yours means a great deal to our colleagues. We are grateful that you chose to stay with us and hope to have the pleasure of welcoming you back to Oxford again in the future. Warm wishes, Victoria Beliakova Rooms Division Manager

Customer review rating 4.0/5

Yusry Y. Business - Confirmed reviews ALL

Dear Guest, Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Sincerely, Danny Satheeskumar Reception Duty Manager Mercure Oxford Eastgate Hotel

Dear Mr S., Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Victoria Beliakova Rooms Division Manager

Customer review rating 5.0/5

Caroline H. Business - Confirmed reviews ALL

Very good

Dear Ms H., Thank you so much for your kind words, it truly means a lot for the team, and we are delighted to know that you had a wonderful stay with us. Warm wishes, Victoria Beliakova Rooms Division Manager

Customer review rating 5.0/5

Marilyn W. Couples - Confirmed reviews ALL

Very good location. Car parking was a plus but shame it is charged extra. Room and bathroom both spacious, the bed was very comfortable. Toiletries good quality. Free drinks/ snacks welcomed. Breakfast good. Overall a very nice stay.

Dear Marilyn W., Thank you for such a kind and generous review. It is truly lovely to know that you enjoyed your time with us and that the comfort of your room, our breakfast and the thoughtful touches throughout your stay all contributed to a pleasant visit. We are especially grateful for your appreciation of our team and the little details we offer to make our guests feel welcome. Your kind words will be shared with our colleagues, who will be delighted to know that their efforts helped make your stay a memorable one. We hope to have the pleasure of welcoming you back to Oxford in the future and making you feel just as warmly looked after. Warm wishes, Victoria Beliakova Rooms Division Manager

Customer review rating 5.0/5

Julie B. Couples - Confirmed reviews ALL

Was welcomed by Henry who was very friendly and helpful and Amy the lady who cleaned our room who was also very friendly and helpful

Dear Ms B., Thank you for your lovely feedback. We are delighted to know that you felt warmly welcomed and well looked after during your stay. It is especially wonderful to hear your kind words about out team. We will be very pleased to share your appreciation with them personally, as recognition such as yours means a great deal to our colleagues. We are grateful that you chose to stay with us and hope to have the pleasure of welcoming you back to Oxford again in the future. Warm wishes, Victoria Beliakova Rooms Division Manager

Customer review rating 4.0/5

Yusry Y. Business - Confirmed reviews ALL

Room without air conditioning is always slightly uncomfortable.

Dear Guest, Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Sincerely, Danny Satheeskumar Reception Duty Manager Mercure Oxford Eastgate Hotel

Customer review rating 3.5/5

Peter H. Couples - Confirmed reviews ALL

All the staff I met were very polite and friendly and were wonderfully helpful. Our room, on the other hand, was cramped and lacked privacy because the door opened from the corridor onto the bed. It was also very noisy, due to the air handling plant behind the hotel.

Dear Guest, Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Sincerely, Danny Satheeskumar Reception Duty Manager

Customer review rating 2.0/5

Herbert P. Couples - Confirmed reviews ALL

The so called Priviledge room was located in 3.floor and elevator just reach 2., so need to go additional stairs every time you go out or come back. Having 2 XL luggage’s, no one from the young guys hanging out at the reception comes to help, neither check in nor check out. Coming for 5 nights, the room had just a 40cm wide wardrobe, nowhere for us to hang or lay our clothes, we needed to keep most clothes in our luggage’s. The bed was very uncomfortable, the mattress seems to be as old as the hotel itself, making queaky noise when you sit or lay or turn around. The so called „special room location“ facing High street turned out to be very negative. As the windows are also old, no double glass neither noise reduction, you hear EVERYTHING passing the hotel in the night and it’s impossible to have a proper sleep. 3 nights car posers needed to accelerate in front of the hotel and woke us up. Breakfast for a price of almost 20£ was lousy, staff in breakfast very unfriendly and they could not wait to get people out. They all very Spanish and their English command at least questionable. In every surrounding cafe or pub you have better quality food then here. The final day before check out our mini bar was not filled, the coffee capsules not restocked and as there is also no telephone in the room to call any service, I needed to go down again to ask for it. What was disturbing were the mosquitoes in the room, not only flying but the plenty of dead ones smashed before by previous guests, but nobody cares to clean this from the wall. Overall it was a dreadful experience, leaving the bed with back pain after 5 nights of bad sleep because of noise. Room 317 - be aware and reject if they want to assign it to you. As being a Diamond level Accor customer, that was the worst hotel experience with this group ever. Would not recommend it.

Dear Mr P., Thank you for taking the time to share such detailed feedback. I am sincerely sorry that your stay did not provide the comfort and experience you should have received, particularly as a valued Diamond member. We fully appreciate that our historic building has certain architectural limitations, but we understand that this should never come at the expense of comfort, attentive service or a restful stay. We are particularly sorry that your experience fell short in these respects. I am pleased to confirm that an extensive refurbishment of the hotel is planned for later this year. This will include significant improvements to our guest rooms and facilities, with the aim of enhancing comfort and the overall guest experience while preserving the unique character of our historic property. Your comments regarding the service, room facilities and breakfast have been shared with the relevant teams. We continually invest in both online and on-the-job training for our colleagues, and feedback such as yours helps us focus on the areas that matter most to our guests. Please accept our sincere apologies for the disappointment caused. We greatly value your loyalty to Accor and hope that, should you return to Oxford, we will have the opportunity to restore your confidence and provide a stay that feels considerably more comfortable and well cared for. Warm wishes, Victoria Beliakova Rooms Division Manager

Customer review rating 0.5/5

Jon K. Business - Confirmed reviews ALL

The access to the room was difficult with steps to be taken with suitcases. The carpets were worn. There was no aircondition and we were given room in the oldest part of the building. Windows can barely be open and the whole room is very run down and needs a serious upgrade. The value is poor

Dear Mr K., Thank you for sharing your feedback. We are sincerely sorry that the room and overall comfort did not meet your expectations, particularly regarding access and the condition of the accommodation. We fully appreciate your comments and are pleased to share that an extensive refurbishment is planned for later this year. This will provide an important opportunity to enhance the rooms, comfort and overall guest experience while carefully preserving the character of our historic building. Please accept our apologies that your stay did not reflect the experience we would wish to provide, and we hope to have the opportunity to welcome you again following these improvements. Warm wishes, Victoria Beliakova Rooms Division Manager

Customer review rating 1.0/5

Kerrie-anne S. Couples - Confirmed reviews ALL

Not given the room we booked some 7 weeks earlier No functioning lift No porters. No safe … it was loose in the cupboard so it could be lifted easily out which my husband did! Mould in the shower and hand basin no more than 60 cms from the ground and very small. No mirror above the basin for shaving. Lighting in the bathroom very poor. The toilet did not flush properly and needed four attempts on every occasion it was used. No lid for the toilet either. Breakfast staff not trained and put his hands on the bread rolls then left it there. No provision for storing luggage which was just left on a bench right next to the front door to the street. Carpets were grubby and torn near door frames causing a trip hazard.

Dear Guest, Thank you for taking the time to share your feedback. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short. If you give us a chance to earn back your trust, I can assure you that we will do our best to give you the great hotel experience that so many of our guests have grown so fond of. Sincerely, Danny Satheeskumar Reception Duty Manager Mercure Oxford Eastgate Hotel

Customer review rating 1.5/5

Ariane V. N. Business - Confirmed reviews ALL

Outdated room. Shower flooded. Noise from outside airco unit. I had expected better of Mercure. Staff was nice.

Dear Guest, Thank you for taking the time to share your feedback. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short. If you give us a chance to earn back your trust, I can assure you that we will do our best to give you the great hotel experience that so many of our guests have grown so fond of. Sincerely, Danny Satheeskumar Reception Duty Manager Mercure Oxford Eastgate Hotel

Customer review rating 5.0/5

Uffe L. Friends - Confirmed reviews ALL

ENJOYABLE STAY AT THE MERCURE, AN OLD HISTORIC BUILDING WITH A MODERN REFURB.

Dear Guest, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Danny Satheeskumar Reception Duty Manager Mercure Oxford Eastgate Hotel.

Customer review rating 2.0/5

Anu W. Business - Confirmed reviews ALL

there was nothing specifically wrong - at £210 a night, the room was super small, no air-conditioning (or heating either, an already small room crammed with fan and heater, no restaurant, not really osmethign I would go back to.

Dear Guest, Thank you for taking the time to share your feedback. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short. If you give us a chance to earn back your trust, I can assure you that we will do our best to give you the great hotel experience that so many of our guests have grown so fond of. Sincerely, Danny Satheeskumar Mercure Oxford Eastgate Hotel

Customer review rating 5.0/5

Sunil P. Business - Confirmed reviews ALL

Staff is really helpful, good breakfast

Dear Guest, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Danny Satheeskumar Reception Duty Manager Mercure Oxford Eastgate Hotel.

Customer review rating 3.0/5

Alison B. Solo - Confirmed reviews ALL

For over £200 per night, I would have expected not to hear every single movement of the people in the room above, the floor/ceiling obviously so thin as to make everything sound like elephants stomping. This was really disruptive to my stay. I would have talked to staff about it had anyone actually asked me about my experience when I checked out! Also the access to the outer building via what feels like a fire escape did not feel safe, and certainly wasn't nice. On the plus side, the room and bathroom were well-sized and the shower was great. Overall though, would not stay again given the price bracket, and stay was disapointing.

Dear Guest, Thank you for taking the time to share your feedback. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short. If you give us a chance to earn back your trust, I can assure you that we will do our best to give you the great hotel experience that so many of our guests have grown so fond of. Sincerely, Danny Satheeskumar Reception Duty Manager Mercure Oxford Eastgate Hotel.

Customer review rating 3.0/5

Colin E. Solo - Confirmed reviews ALL

Happy air of neglect

Dear Guest, Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon! Sincerely, Danny Satheeskumar Reception Duty Manager Mercure Oxford Eastgate Hotel.

Customer review rating 1.5/5

Sheerja B. Business - Confirmed reviews ALL

Room was tiny with old and frayed carpets and old/ worn-out fixtures in the bathroom. Claustrophobic. Breakfast was good.

Customer review rating 1.0/5

Anveer S. Families - Confirmed reviews ALL

Convenient location but the room was small, run down and in the basement. It was very hot and the AC didn’t work, the fan in the room did very little and I opened my window onto the car park and bins. Not very impressed.

Dear Anveer S., Thank you for sharing your feedback. We are pleased that you found our location convenient, but we sincerely regret that the room and its comfort did not meet your expectations fully. We are pleased to share that an extensive refurbishment is planned for later this year, with improvements to enhance the comfort and overall guest experience while preserving the character of our historic property. We hope that, in the future, we may have the opportunity to welcome you back and provide a stay that better reflects our standards. Warm wishes, Victoria Beliakova Rooms Division Manager

Customer review rating 5.0/5

Stephen W. Families - Confirmed reviews ALL

Lovely hotel in city centre location. Parking was very limited but available on a 1st come basis.

Dear Mr W., Thank you for the lovely review of our hotel, we are delighted to know that you enjoyed your stay and hope to see you again very soon. Sincerely, Victoria Beliakova Rooms Division Manager

Customer review rating 1.0/5

Marie-luiza D. M. Business - Confirmed reviews ALL

I will be writing to the manager to follow up as I am expecting a complimentary night's stay to compensate.

Dear Ms D. M., Thank you very much for taking the time to share your detailed feedback with us. We are truly sorry to hear about your experience, and we completely understand how important a smooth, comfortable and professional stay should be, particularly when travelling for business. Please accept our sincere apologies that your arrival experience did not reflect the level of service you expected from Mercure and Accor. As your reservation was made through a third party on your behalf, the usual Accor member benefits and privileges associated with a direct Accor booking do not apply to this reservation. Nevertheless, we greatly appreciate your Accor membership and fully understand your expectations as a valued member. With regard to your room, we would like to clarify that you were kindly given a complimentary upgrade to one of our Privilege Rooms. These rooms are more spacious and include additional amenities designed to make our guests' stays more comfortable. Your room was also specifically allocated on the quieter courtyard side of the hotel rather than facing Merton Street, which can naturally experience more noise due to our central city-centre location. That said, we fully appreciate that you had specifically requested a quiet room, and we are sorry that you were still disturbed by morning delivery activity. Regarding the internet connection, we are very sorry for the inconvenience this caused, particularly given that you needed to prepare an important presentation for the following day. We did not receive any reports of internet issues during your stay. As an Accor member, you could also have accessed the dedicated Accor membership internet connection once logged in, which provides faster access than the standard 24-hour connection. We are sorry that this information was not communicated to you clearly enough during check-in. We are equally sorry to hear about the other issues you experienced, including the breakfast environment, shower drainage and the difficulties you encountered when making your requests. These are certainly not the details we would want any guest to have to deal with, and your comments will be shared with the relevant departments so that they can be reviewed and addressed. We have carefully considered your request for a complimentary night's stay. Unfortunately, we are unable to offer a complimentary night on this occasion. However, as a genuine gesture of apology and in recognition of your disappointment, we would be pleased to add 3,000 ALL – Accor Live Limitless Reward points to your account, despite the reservation having been made through a third party. Once again, please accept our sincere apologies. We are genuinely sorry that your stay did not meet the standard you quite reasonably expected from Mercure and Accor. Your feedback is important to us, and we hope that you will allow us another opportunity in the future to provide you with the experience you should have received from us. Warm wishes, Victoria Beliakova Rooms Division Manager

Customer review rating 0.5/5

Jeremy M. Couples - Confirmed reviews ALL

My room was dilapidated, particularly the bathroom where the door, shower hose and shower tray were all broken. This was made worse by bad housekeeping: there was human excrement on the toilet bowl on arrival and the soap dispensers were almost empty. On arrival I was informed that there was no air conditioning and no lift to the second floor. No offer was made to assist with my luggage. On arrival I was informed that I could not park my car at the hotel although I had called two hours before my arrival and was told that I could park. On arrival I booked a late checkout. This however was not implemented because my room key stopped working at noon, the regular checkout time. I had to navigate the stairs again to get my key reset. I put a do not disturb sign on my door because I wanted to sleep late. Despite this I was woken up by the cleaner banging on my door and calling out.

Dear Mr M., Thank you for taking the time to share your detailed feedback. Please accept our sincere apologies that your stay left you disappointed. We are particularly sorry about the condition and cleanliness of your room on arrival. The issues you describe, are deeply regrettable and fall well below the standards we expect from our team. We also regret the number of additional frustrations you encountered during your stay. Taken together, we fully understand why these experiences significantly affected your impression of the hotel. While our historic property does have certain architectural and operational limitations, these should never come at the expense of thoughtful and attentive service. Your comments have been shared with the relevant teams so that the points raised can be properly reviewed and addressed. We are also preparing for an extensive refurbishment later this year, which will provide an important opportunity to improve the condition and comfort of our guest rooms while preserving the character of our historic property. Please accept our sincere apologies once again. We are genuinely sorry that we did not deliver the experience you expected, and we appreciate your honesty in bringing these matters to our attention. Warm wishes, Victoria Beliakova Rooms Division Manager

Other web-users rate our hotel

  • 700 reviews 9/10 Location
  • 1,042 reviews 4.9/10 Room
  • 713 reviews 7.6/10 Service
  • 33 reviews 3.6/10 WiFi
  • 591 reviews 3.6/10 Comfort
  • 369 reviews 6.4/10 Breakfast
  • 339 reviews 4.7/10 Cleanliness
  • 322 reviews 3.8/10 Amenities

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