Mercure Edinburgh City Princes Street Hotel 3 stars

Customer review rating (ALL Rating) 4.1/5 1,083 reviews

Mercure Edinburgh City Princes Street Hotel - Image 1
Mercure Edinburgh City Princes Street Hotel - Image 2
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Description

Hotel extras

  • An ALLSAFE Clifton Environmental certified hotel

  • 200 meters from Edinburgh Waverley Station. Edinburgh Airport, just 6 miles away.

  • Nearby Edinburgh Castle and Scottish National Gallery

  • Scott's on Princes Street restaurant features local Scottish dishes with a modern twist.

  • Outstanding views of Princes street Gardens and the Old Town

Our accommodation(s)

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Hotel location

Mercure Edinburgh City Princes Street Hotel

Princes Street
EH2 2DG EDINBURGH
United Kingdom

GPS:55.952573, -3.194425

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Restaurant
  • Wi-Fi
  • Breakfast
  • Bar
  • 100% Non Smoking Property
  • Room service

SCOTTS ON PRINCES STREET

Scotts on Princes Street pairs excellent Scottish cuisine with a modern twist alongside warm and welcoming staff. Order afternoon tea with scones and tempting snacks from the lounge menu, or take advantage of room service 24 hours a day.

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

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ALL Rating  4.1/5  1,083 reviews

TripAdvisor Rating  3.5/5  3,575 reviews

Very poor customer service

TripAdvisor rating 1.0/5

ercspence TripAdvisor review

I booked and paid in advance for a stay at the Mercure through Lastminute.com a year in advance as I was visiting the city to see Taylor Swift. When I arrived the hotel had no record of my reservation. While I understand the fault on the booking was not necessarily the hotel's (although Lastminute maintain the booking was confirmed at their side) the hotel staff's response to the situation was a complete lack of empathy and the customer service was poor, particularly given it was 9 pm at night and I was with my 11 year old. The main person I was dealing with was unwilling to help us with any solution or ideas and simply kept repeating that their hotel was fully booked and I would need to look elsewhere (no offer to help with this). When I asked if I could order a (non-alcoholic) drink while we tried to resolve the situation, I was told we weren't allowed to drink a drink in reception. There was one kind member of staff who stepped in and got us chairs to sit on (after about 45 mins) but all others seemed completely uncaring. In retrospect I am glad that I did not stay in this hotel if this is how they treat customers. I cannot comment on the rooms as we didn't get one!

Room substandard

Customer review rating 2.0/5

Wendy Business - Confirmed reviews ALL

On check in the staff did not have my membership number, despite the booking being visible on my app. I am platinum and would normally receive an upgrade if available, but this wasn't the case. My room was very small despite being a privilege room, it had a tiny window, and a door to a balcony shared with a number of other rooms which made me feel very unsafe. and hot and stuffy. On return to my room after a day at work I found that the cleaners had not shut the door properly behind them so anyone could have been in and out of my room all day. I did report this and all I received was an apology. This is unacceptable.

Dear Wendy, Thank you for your feedback. We deeply regret that your recent stay did not meet your expectations. I apologise for the oversight with your membership number at check-in. We strive to ensure all our guests, especially our valued Platinum members, receive the recognition and service they deserve. We do our best to provide upgrades when possible, but this is not always achievable during peak occupancy. I am sorry that your room did not meet your expectations. The issue with the door not being properly closed by the cleaners is particularly concerning. This should never have happened, and I sincerely apologise for any distress this caused. We have addressed this with our housekeeping team to prevent a recurrence. For faster checkouts, we have a large key drop box at reception for morning drop-offs, and I will pass on your comments to improve its visibility and room amenities. Thank you for bringing these matters to our attention. Please don't hesitate to contact us if there is anything you would like to add. Your feedback is invaluable in helping us improve our services. Kind regards, Vicki guest services team

Best hotel in Edinburgh.

Customer review rating 5.0/5

Harry S. Business - Confirmed reviews ALL

Excellent service and perfect location.

Dear James F., We greatly appreciate your positive review! We're delighted to be considered Edinburgh's premier hotel by you. It's wonderful to hear you enjoyed our exceptional service and prime location. Positioned on Princes Street, we're fortunate to provide unmatched vistas of Edinburgh Castle and Princes Street Gardens. Thank you for sharing your experience, and we hope to welcome you back for another memorable visit. Should you need further assistance, please don't hesitate to contact us. Warm regards, Vicki Guest Services Team

Fabulous stay.

Customer review rating 5.0/5

Linda W. Families - Confirmed reviews ALL

A home from home and such a great location. First time back since the rooms have been upgraded. Super job. Great welcome from Nikki on arrival.

Dear LINDA W., Thank you for your wonderful feedback! We are thrilled to hear that you felt at home and enjoyed our great location. We are glad you liked the newly upgraded rooms and had a warm welcome from Nikki. I will certainly pass on your comments to the team to let them know what a great job they are doing. We look forward to welcoming you back. Sincerely, Anna Staniak Guest Services Manager Mercure Edinburgh City Princes Street Hotel

Very good, as always...

Customer review rating 4.5/5

Anonymous Friends - Confirmed reviews ALL

Great people, great location. Staff couldn't be more helpful...Anna, Nicola, Craig = one whose name currently slips my mind are all knowledgeable, professional and courteous.

Dear, Mr. John Valley Donald Thank you for your wonderful feedback. We are delighted to hear that you had a great experience with us. Myself, Nicola, Craig, and the entire team appreciate your kind words and are thrilled to have made your stay enjoyable. I am delighted that you enjoyed your time with us and very much look forward to welcoming you back when you are next in Edinburgh. Sincerely, Anna Staniak Guest Services Manager Mercure Edinburgh City Princes Street Hotel

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Other web-users rate our hotel

  • 2,180 reviews 9.6/10 Location
  • 2,865 reviews 5.3/10 Room
  • 1,837 reviews 8.7/10 Service
  • 199 reviews 2.2/10 WiFi
  • 1,207 reviews 3.9/10 Comfort
  • 1,032 reviews 8.7/10 Breakfast
  • 965 reviews 2.8/10 Vibe
  • 777 reviews 5/10 Cleanliness

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