Mercure Swansea Hotel 4 stars

Hotel looking tired and needing an update.. Breakfast poor and food uninteresting.. Was not informed at time of booking that the pool and health spa were closed.. very disappointed.. People and guests did NOT observe the one way system around the hotel...and alot of staff and guests not using face masks. .

Well satisfied Have made suggestions in suggestion box in hotel

Mercure - you emailed me and asked for my feedback, so here it is. Awful, awful, awful. I arrived at the hotel with my wife and dog quite late on Saturday night - on check-in I was handed my key and a sealed envelope with some paperwork, and given directions to our room on the ground floor. There was no mention of checking in on the NHS Covid-19 app, although I did spot a small sign to the side of Reception as I checked out the next morning. There are one-way and social distancing signs in place on the ground floor that lead you down the corridors and out of the hotel via the fire exits. The sign next to the fire exit nearest my room said it was alarmed between 11am and 7am, yet the door was wide open at 1am, so the signage was incorrect. When I got up the next morning at 7.15am, the fire door was jammed shut (a serious safety concern anyway) so I had to go against the Covid one-way signage to exit the hotel via the main entrance, as did 2 other guests behind me who tried the door and wanted to exit via this route. We were given a room with a connecting door, even though we’d not booked the connecting room. Fine in principle, because the door was locked. The main problem was the noise that travels through that door from the drunk guests staying in the room the other side – there is no sound insulation and the walls were pretty thin too. We could hear every word spoken, sung and shouted. I went to Reception and made a noise complaint to the manager at 1am – I said I appreciate it’s a Saturday night but this was preventing us from sleeping at a reasonable hour. After being questioned by the manager as to whether I was staying on my own or with my family (I’m not sure why this mattered or was relevant), he proceeded to knock on the door of the connecting room and ask the residents to keep it down. This stopped them shouting, but the talking/TV/food delivery noise was still too loud for us to get to sleep. In fact, we only got to sleep when they went to sleep – which was around 4am – giving us 3 hours sleep until they woke again just after 7am. The room itself was tiny – just enough room for 1 person to walk around the side and base of the twin beds, with no proper wardrobe (just a few coathangers on an open rack above a wooden shelf) and a kettle on the desk with mugs and spoons that had not been properly cleaned. The bed itself was really hard (my wife had a bad back the next day), and the room was incredibly hot even though the window was open as far it could go (approx. 3 inches). Not what I expected for a room-only rate of nearly £125 a night. I read the paperwork on the Sunday morning before checking out, which asks guests to complete the enclosed registration form and return to Reception for Track and Trace purposes, yet the lead guest details are already populated because I gave them when I booked, and there is no space on the form to provide details of the other guests in the room, so it renders the process a bit pointless. Upon checkout I asked for a full refund and explained the above, to which the reception staff offered to remove the pet charge (£15). The pet wasn’t the problem; he was better-behaved than our neighbouring guests. I was then asked if I wanted to speak to the manager, and when I did he explained I couldn’t have a full refund “because I had stayed” – after travelling 150 miles I considered sleeping in the car because this was the only other place I could stay. Then the next excuse came – ‘after the pandemic we have guests who are staycationing here and they want to let their hair down’ – in other words, the enjoyment of our other guests is more important than yours. I informed the manager of the fire exit door issue (which had been resolved by this point), and I also asked about the Covid one-way signage which leads to these doors. I was told the Covid signage ‘is no longer applicable and will be taken down next week’ – there was no mention of this at any point during my stay that these massive signs on the walls of every corridor should be disregarded. I was provided with a 25% refund, which was not proportionate to the quality of the room, the quality of my stay, or the amount of sleep my family and I were afforded. I would still like Mercure to provide me with a full refund, but I doubt I will ever get it. Avoid this hotel. Stay at the Premier Inn half a mile away (if you aren’t staying with pets), or the Travelodge in town (if you are). Both options have better-quality rooms and are much cheaper. Rating: 1/10. I would rate 0/10 if I could. I will never stay at a Mercure again.

Got the quiet room requested. Was very warm overnight with no a/c but left window open. Nice bar and restaurant in hotel but didn't use either. Might have if prices were more reasonable. Room was generally ok apart from the wc flush being very ineffective (Room 257). Not nice at all. We contacted reception but it remained the same throughout our stay. There's a large lake right next to the hotel with a geese and swans etc good for a walk round.

Fantastic staff as we have come to expect from this chain of hotels. They all deserve to be working in a better building than this! Rooms are disappointing (no air conditioning among other things) and not something i would have expected Mercure to put their name to. Bathrooms are especially poor. I can see that they have been quickly and cheaply installed and badly maintained (making them appear dirty when they are in fact very clean)