Mercure London Paddington Hotel 4 stars

Customer review rating (ALL Rating) 4.1/5 1,089 reviews

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144 Praed Street, Paddington, W2 1HU LONDON, United Kingdom

Description

Hotel extras

  • Green Key certified environmentally friendly 4-star hotel

  • Next to Paddington Station with 15-minute train to Heathrow Airport

  • 24-hour gym, Italian-American restaurant, popular bar, free WiFi and air-conditioning

  • 5-minute walk to the city's largest royal park, Hyde Park

  • Fully-equipped conference rooms for up to 40 delegates

Our accommodation(s)

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Hotel location

Mercure London Paddington Hotel

144 Praed Street, Paddington
W2 1HU LONDON
United Kingdom

GPS:51.516334, -0.174869

Telephone
Fax +44 20 7706 8800

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Pets not allowed
  • Shuttle
  • Restaurant
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service
Near the property
  • Car park

FRANKIE AND BENNY S

Frankie and Benny s is open from 7am to make sure our guests can enjoy their breakfast before the city wakes up and treat them with a nice dinner to finish the day.

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  4.1/5  1,089 reviews

TripAdvisor Rating  3.7/5  2,531 reviews

Customer review rating 4.5/5

Sean M. Couples - Confirmed reviews ALL

very welcoming , relaxing ,safe and secure and in a ideal location

Dear Sean, Thank you for your wonderful review of your recent stay with us, we are pleased that you enjoyed all aspects of your stay and we are glad to hear you felt relaxed, safe and secure at all times. we look forward to accommodating you again in the near future for an even better stay. Kind Regards Abdul Rahimi

Customer review rating 2.0/5

Peter D. Solo - Confirmed reviews ALL

The hotel was under renovation and there was ni restaurant available for breakfast etc. You had to cross two roads in freezing conditions for breakfast. This should have been made clear at booking. My room was nice, but had no windows natural light and again this should have been made clear at booking. I paid £70 for a late checkout to 6pm but at 11 am I was called by reception and asked when I was checking out as they had no record of late check out, which was unacceptable. On a positive note the staff were very friendly and helpful. It is unlikely U will use this hotel again and will think seriously before using other Mecure Hotels

Customer review rating 0.5/5

Nick G. Business - Confirmed reviews ALL

Underground noise even on the 5th floor, poor room maintenance with broken and dysfunctional fittings, freezing cold room was almost uninhabitable, terrible nights sleep.

Customer review rating 0.5/5

Kyoko G. Families - Confirmed reviews ALL

I would like to express my deep dissatisfaction with the manner in which my recent stay at your hotel was handled. I had reserved an Executive Room with twin beds for six nights, from 25 December to 31 December, and had completed the online check-in process in advance, including providing my expected arrival time. Upon my arrival on 25 December, I was informed at check-in that the room I had reserved was not ready. I was instructed to wait in a smaller, alternative room. Despite the fact that the Executive Room was unavailable, I was nevertheless asked to pay the full amount for six nights in the Executive Room, which I did in full at that time. A female receptionist explained that the delay was due to refurbishment works at the hotel and stated that the room should be ready in approximately one hour. However, after waiting in the smaller room for nearly two hours without any update from reception, I contacted the front desk myself. On this occasion, a male staff member informed me that it would be difficult to prepare the reserved room that day and that I would need to stay in another room instead. This room was not an Executive Room but a smaller, standard room. To make matters worse, when a female staff member delivered the key to this replacement room, she explained that the originally reserved room had only just completed refurbishment and that the paint had not yet dried, making it unsuitable for occupancy. It is entirely unreasonable to suggest that a hotel would consider accommodating guests in a room freshly painted and potentially filled with chemical fumes. When I pointed out the inconsistency and implausibility of this explanation, the staff member stated that she had only just started her shift and was not aware of the details. I reluctantly moved to the smaller room provided; however, despite my reservation clearly specifying twin beds, the room had only one bed. Additional time was required for housekeeping to reconfigure the room to provide two beds. The following morning, I contacted reception again to ask when I would be able to move into the Executive Room I had booked. I was told that it was still not ready and that it might become available between 2:00 and 3:00 p.m., a response that strongly suggested the hotel was waiting for another guest to check out. If that were the case, it would mean that the room I had reserved and paid for had been allocated to another guest. When I raised this concern, I was met with vague and evasive responses, including statements such as “that is not what we are saying” and “we are not sure.” At that point, I raised the following issues directly with the hotel manager: Each time I spoke with a member of staff, I was given a different explanation. I consider this to be highly unprofessional and lacking in sincerity. Given the constantly changing explanations, I requested a clear written explanation of the situation and of how the hotel intended to resolve it. I confirmed that my email address had already been provided at check-in and stated that a message to my mobile phone would also be acceptable. It is unacceptable that I was required to pay the full amount for an Executive Room despite the hotel knowing that the room was unavailable and that I could not stay in it. As I did not stay in the Executive Room for part of my reservation, the difference in cost between the Executive Room and the smaller replacement room should be refunded. Although the manager agreed to point 2, no written explanation has ever been sent to me. To date, I have received no documentation whatsoever. With regard to point 3, the refund was also agreed upon, and I reconfirmed this with reception on the day before checkout. Nevertheless, I have still not received any refund at all. While I was eventually able to move into an Executive Twin Room from the second night onward, the quality of housekeeping was extremely poor. For example, mugs were left dirty, tissues were not replenished when empty, amenities were missing, and neither bathrobes nor slippers were provided. As a result, the stay was far from comfortable. As stated at the outset, I am extremely disappointed with this experience. I am also awaiting the prompt refund that was agreed upon and trust that this matter will be resolved without further delay.

Dear Kyoko G., Thank you for taking the time to share such detailed feedback regarding your recent stay. We sincerely regret the inconvenience, frustration and disappointment you experienced particularly given the length of your stay and the time of year. We acknowledge that your arrival experience fell well below acceptable standards. The lack of preparedness of the reserved Executive Twin Room, the inconsistent explanations provided by different team members and the request for full payment despite the room being unavailable are matters we take very seriously. Clear communication and transparency are essential and we apologise that this was not delivered. We are also sorry for the delays and confusion surrounding your room allocation on the first day as well as the inconvenience caused by being moved multiple times and the initial bedding configuration not matching your reservation. This is not the level of service we aim to provide. With regard to housekeeping, we apologise for the oversights you encountered after moving into the Executive Room. Your comments regarding cleanliness, missing amenities and overall comfort have been shared with both housekeeping and management for immediate review and corrective action. We regret that the agreed written explanation was not provided and that the refund discussed was not processed in a timely manner. Please be assured that this matter has been escalated, and the refund for the rate difference for the nights you did not occupy the Executive Room is being addressed as a priority. Once again, we sincerely apologise for your experience and appreciate you bringing these issues to our attention. Your feedback is invaluable in helping us improve our service and prevent similar situations in the future. Kind Regards, Imed Chikhaoui Cluster Senior Operations Manager

Customer review rating 4.5/5

Alyssa M. Families - Confirmed reviews ALL

Whilst the rooms are incredibly small - the welcome from the staff was lovely and professional. The hotel is also in a great location.

Dear Alyssa 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. Kind Regards Abdul Rahimi

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Other web-users rate our hotel

  • 1,381 reviews 9.5/10 Location
  • 1,487 reviews 5.3/10 Room
  • 1,454 reviews 9.2/10 Service
  • 16 reviews 8.6/10 WiFi
  • 965 reviews 2.6/10 Comfort
  • 453 reviews 6.8/10 Cleanliness
  • 244 reviews 6.3/10 Breakfast
  • 214 reviews 3/10 Amenities

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