Mercure Leicester The Grand Hotel 4 stars

It was really lovely, the room could’ve done with a little updating but overall it was a very pleasant stay and I’d stay again no question

DISAPPOINTING

Booked a double room, but when tried to enter room with key provided, found someone already in there. returned to reception to be told that I must be mistaken. On checking the room, reception staff confirmed already occupied but unable to provide me with a double room as hotel fully booked. Given a single room and told discount would be applied to my booking. No hair dryer in bedroom. Rung down to reception and advised they would bring one up to the room. Never came to room & had to go to bed with wet hair - now have streaming cold. Also invoice not adjusted on check out & told by reception staff she would refer to manager. No reposnse to date received. Overall very disappointing & will not visit again

Receptionist could have been a little more welcoming, didnt get asked if I would like to dine it. Room was very good and well laid out on the 5th floor though with no lift for the last floor. Restaurant was very good attentive staff and the fixtures and fittings in the hotel are delightful its kept its charm whilst being up to date.

Absolutely amazing

I have an Accors gold level membership, I have stayed in many Accor hotels throughout the UK and Europe and have never felt so let down and disappointed as I am at present. We booked a two night stay in a privileged room which the booking says is 'Upgraded bedroom with flat-screen TV, complimentary high speed WiFi, Nespresso coffee machine, newspaper, robe and slippers'. When we arrived the gentleman at reception told us the room wasn't available and said he would give us a 'very' nice room as an alternative. I said to him that it was unacceptable that I wasn't given the standard of room I had booked as my membership level guarantees this. He apologised and said there was nothing he could do about giving us a room to the level we booked, though we could move rooms in the morning. I let him know again this is not good enough. He offered us drinks vouchers, which we get as part of our membership anyway, then extra drinks vouchers, he also said we could have complmentrary breakfast and parking. My wife was starting to get upset at this point so reluctantly I accepted this. I signed the registration form which was still made out to our original room of 510 and was still stating we were being charged for a privileged room. At this point the receptionist gave me a piece of paper with an email address on and suggested I emailed and the front office would be able to possibly refund some of the membership points I used to book the room. We then went to the room we had been allocated, room 344. I have stayed at this hotel on many occasions but this was the worst room that I have seen in the hotel. A three quarter sized bed pushed against the wall took up most of the space. I went back to reception and said that the room was not good enough and the receptionist then looked for another room and we have ended up in room 415 which whilst better is still not near the standard of a privilege room, No Nespresso, No robe, No slippers. This was meant to be a relaxing two nights away from home for my wife after a very stressful few months. As you can tell I am angry and disappointed at the service I have received, though I do appreciate the complimentaries given. As I said I have stayed at this hotel on many occasions and never look at other hotels when staying in Leicester but following this experience I will certainly look at what other local hotels have to offer, especially as a Novotel is opening in March 2020 and this is also part of the Accor family..

Generally good. 1) A sign by the lift on 4th floor would be helpful to indicate where the stairs to 5th floor are located. (the stairs opposite room 411) 2) Showers on 5th floor are a bit haphazard as can be common in older buildings. After a small experiment I found that the hot water was fine however, it was the pressure of the cold water causing the non flow of water at a reasonable temperature

Unhappy with how the hotel greet and welcome an Accor Loyalty gold member.

it was a nightmare. extremely run down room with furniture from the 70ies. DIRTY (razor hair. all over. discusting.) and rusty bathroom. towels are min 10 years old. uncooperative reception staff. i have never heard any room door slam louder than here... STAY AWAY!!!

Checked in and went up to the room and found that it hadn’t been cleaned. Also the room in general was not to the standard I would expect from yourselves. At breakfast in the morning it was also not brilliant, hot food items kept running out, and then taking a while to be replaced.

1st room we were booked into was on the 5th floor and having been promised a room with a fantastic view looked out at the back of the hotel, but the main issue is that the room was freezing. We asked for a room change and were offered initially a fan heater! We were moved to room 304 which was if anything way to warm. Decor was very dated and not in a great state of repair. Room was very dirty with evidence of dust on all the light fittings and curtains. I was expecting far better. The rooms certainly do not match the pictures on the website.

Excellent all round

The service I received from the hotel staff was very good, friendly and helpful. I need to make a particular mention for the lady who served me breakfast, extremely efficient and attentive. She went about her business with a smile on her face :-) The barman had a very friendly disposition also.

Main issue is the room that really need to be refreshed.

Very Welcoming attentive staff great location for bars and restaurants my only comment would be a very strong smell of cannabis which would be off putting to some guests