Mercure Charlestown 4 stars

Hi Dianne, Thank you so much for the wonderful 9.0 rating and for your kind words about our location and staff! We're delighted to hear that our team made you feel welcome during your stay. We sincerely apologize for the TV issues you experienced. We understand how frustrating technical problems can be, and we're sorry this affected your otherwise positive stay. Your feedback is important to us, and we'll be looking into our in-room entertainment systems to prevent similar issues for future guests. Please always feel free to contact our friendly team during your stay if we can be of assistance. We'd love the opportunity to earn that perfect 10 next time! Thank you for choosing to stay with us, and we hope to welcome you back soon for a completely seamless experience. Kind regards, Vanessa

Hi Andrew, Thank you for sharing your feedback with us, and we sincerely apologize for the issues you experienced during your stay. The odor in your room and our team's initial response are simply not our usual high standards of service and our team usually act immediately on the rare occasion and issue is reported. We're truly sorry that you had to ask multiple times for help and that you didn't receive the immediate assistance you deserved from our front desk. I will be sure to investigate the issue further to prevent future occurrence. Every guest should feel comfortable in their room from the moment they arrive, and our sincerest apologies we did not achieve that on this occasion. We're also sorry to hear that the bed and linens didn't meet your expectations. Cleanliness and comfort are fundamental to what we offer, and we regret that your room fell short on both counts. Your feedback is being taken very seriously, and we're addressing these issues with our team to ensure better responsiveness and that our rooms meet the high standards our guests are accustomed to. While we understand this was a last-minute, budget-friendly booking, that's no excuse for the experience you had - every guest deserves a clean, comfortable room and attentive service regardless of the rate. We truly appreciate you bringing this to our attention, and we hope you'll consider giving us another chance to provide you with the stay you should have had. Kind regards, Vanessa

Hi Simone, Thank you for taking the time to share your feedback with us. We sincerely apologize that your experience didn't meet the standards we set for ourselves. We're particularly concerned to hear about the condition of the air-conditioning unit and the issue with your room's main door. These are not acceptable, and we apologize for the discomfort and inconvenience this caused during your stay. Please know that we're addressing these maintenance issues as a priority. Please always feel free to contact our reception team during your stay should we be able to assist with anything at all to ensure you have a comfortable stay. We also apologize for the inconvenience with the restaurant availability. We understand how frustrating it must have been to face such a long wait for service, which is why we always advise if there will be a wait upon booking so guests can decide if they are happy to wait or not. We also always recommend pre-booking to avoid disappointment as our restaurant can book out at times. Your feedback about the property needing updates is heard loud and clear, and it's invaluable as we plan improvements to enhance our guests' experience – we are currently renovating many rooms and areas. We truly regret that we fell short during your visit, and we hope you'll give us another opportunity in the future to show you the level of service and comfort we strive to provide. Kind regards, Vanessa

Hi Lauren, Thank you for taking the time to share such detailed feedback. We're delighted to hear that our staff made a positive impression with their friendly and helpful service, and that you found your room clean, well-presented, and good value. We sincerely appreciate your honest observations about the maintenance issues throughout the property. We are happy to report we are currently renovating rooms and areas of the hotel and working hard to have them all completed. We recognize that we need to prioritize these maintenance and finishing works to ensure the entire property reflects the care and quality our guests deserve. Thank you for choosing to stay with us despite these shortcomings, and for bringing these issues to our attention. We hope you'll consider giving us another chance in the future once we've made the necessary improvements. Kind regards, Vanessa

Hi Susan, Thank you so much for your review and for highlighting the positives of your stay! We're delighted to hear that your room was clean and comfortable, and that you enjoyed the breakfast - our team works hard to ensure guests start their day well. We appreciate your honest observation about parts of the hotel looking a bit tired. This feedback is valuable to us as we continue to evaluate and prioritize improvements to enhance the overall guest experience. While we're pleased that the essentials - your room comfort and breakfast - met your expectations, we recognize there's work to be done on refreshing other areas which is already underway. Thank you for choosing to stay with us, and we hope to welcome you back in the future as we continue making enhancements to the property! Kind regards, Vanessa