Mercure Hotel Berlin Zentrum 3.5 stars

Customer review rating (ALL Rating) 4.5/5 108 reviews

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Mercure Hotel Berlin Zentrum - Image 1
Mercure Hotel Berlin Zentrum - Image 2
Mercure Hotel Berlin Zentrum - Image 3
Mercure Hotel Berlin Zentrum - Image 4
Fuggerstr 8, 10777 Berlin, Germany

Description

Hotel extras

  • 78 air-conditioned and modern rooms

  • Central location in the City West

  • 5 minutes walk to KadeWe, Memorial Church, Kurfürstendamm

  • Optimal transport links to bus and metro - 5 minutes walk

Our accommodation(s)

Hotel location

Mercure Hotel Berlin Zentrum

Fuggerstr 8
10777 Berlin
Germany

GPS:52.499228, 13.347975

Telephone
Fax +49 30 21303160

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Car park
  • Pets welcome
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • 100% Non Smoking Property
  • Room service

Grab & Go Station 24/7

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  4.5/5  108 reviews

TripAdvisor Rating  4.0/5  818 reviews

Hotel was great

Customer review rating 4.0/5

David Couples - Confirmed reviews ALL

The hotel was great, staff friendly enough. Two sachets of coffee per day was pretty stingy , in a room with two people, there was more fruit tea bags than coffee. Had to ask for more everyday

Dear Guest, We are very pleased that you enjoyed your stay at the Mercure Hotel Berlin Zentrum and that our staff met your expectations. Your satisfaction is of utmost importance to us. We have taken note of your comments regarding the amount of coffee in the rooms. Our goal is to create a pleasant and comfortable environment for our guests. We are sorry that you did not feel optimally looked after in this respect. Your feedback is very valuable to us and will help us to further improve our services. We hope to welcome you back soon and look forward to providing you with an even better experience. Yours sincerely Mercure Hotel Berlin Centre Mirat Capli Assistant Manager Customer Care

Good location, basic accommodation

TripAdvisor rating 3.0/5

Martin U Couples - TripAdvisor review

The room no longer had a desk to work at, and a kettle was only available on request and subject to availability. Staff did not smile. Also heard from friends of their bookings during events being cancelled. Has there been a change of management? Always used to be nice and friendly here.

Dear Guest, Your feedback is very important to us and we appreciate you taking the time to tell us about your experience at our Mercure Hotel Berlin Zentrum. We are pleased that you liked the location of our hotel. It is important to us to provide our guests with a pleasant stay and we regret that in this case we were unable to fulfil your expectations. Regarding your comment about the desk and kettle, we would like to inform you that we always endeavour to ensure the comfort and satisfaction of our guests. We take your feedback seriously and will take note of your comments. Furthermore, we attach great importance to friendly and courteous treatment of our guests. We regret if you perceived this differently during your stay. We have taken note of your comment regarding the cancellation of bookings for events. It is important to us that our guests feel welcome and in good hands. Finally, we would like to assure you that it is our aim to ensure that every guest has a pleasant and satisfactory stay. Your feedback helps us to continuously improve our service. With kind regards, Mercure Hotel Berlin Centre Mirat Capli Assistant Manager Customer Care

Well located. Lovely staff

Customer review rating 5.0/5

Chris H. Solo - Confirmed reviews ALL

Great hotel in the perfect location for me. Lovely friendly staff.

Dear Guest, we are pleased to hear that you appreciate our location and our staff. Your satisfaction is very important to us and it is always gratifying to know that our guests enjoy their stay with us. We look forward to your next visit to the Mercure Hotel Berlin Zentrum. With kind regards Mercure Hotel Berlin Centre Mirat Capli Assistant Manager Customer Care

Broken elevator

TripAdvisor rating 2.0/5

Joex197 Solo travel - TripAdvisor review

The elevator was broken and I had been given a room on the top floor. No kind of discount or compensation was given despite the lack of an elevator during the entire stay.The hotel could have informed about the lack of elevator in advance.

Dear Guest, we are sorry to hear that your stay at our hotel did not meet your expectations. Your experience did not meet the standard we strive for our guests. Your comment regarding the lift has been noted and we apologise for any inconvenience caused. We strive to provide our guests with the best possible comfort at all times. Despite this experience, we hope to welcome you again to make your stay more enjoyable. With kind regards Mercure Hotel Berlin Centre Mirat Capli Assistant Manager Customer Care

Awful and would recommned to avoid at all costs. No one cares

TripAdvisor rating 1.0/5

grahamu328 TripAdvisor review

Beware I have given the managemnet an opportunity to respond however the level of service contnues and still awaiting for my complaint to be handled. They simply dont care and have made that very clear on more than one occasion In summary, I had one of the most unpleasant experiences staying in your hotel arriving on Friday 13th September for 4 nights. I have listed a summary of my complaint and shortfalls below Arrived at the hotel early on Friday and was aware that I was early and check in would not necessarily be an option and told 3pm was check-in - On checking out people were being offered an early check in for £25.00 however this was not even an option on Friday When I arrived back at the hotel there was concerns that people where picking up luggage with no luggage tickets and we arguing they had not received any so the reception allowed them just to choose there bags which offered no assurance my bags were being stored in a safe manner Obviously, your policy on cleaning of rooms was explained and I am yet to understand this in way that you only get your rooms cleaned if you book this in by 10am, I am aware your explanations but this was most definitely not followed in process. With no reason for do not disturb signs as i had requested no cleaning, on the Saturday I realised someone had been in my room and emptied to bin but did nothing else. This didn't happen on other days so again what was the explanation for this happening on the Saturday. On Monday morning a cleaner walked in without knocking when I was undressed and when challenged what he was doing he said it was to clean my room - why did this happen. I requested an iron and ironing board to my room which they explained there was only one in the whole hotel and it was downstairs and I really don's understand and felt completely unacceptable with an explanation that we didn't provide any because the rooms where two small. I asked to speak to a manager and was sent on a wild goose chase. They advised no managers were on duty over the weekend and if I had an issue then the best way to complain was via booking.com which was a very odd thing to say. They advised the General Manager name as Daniel but then on Monday this changed to your name. They also advised the first manager available was Daniel on Monday Morning and would I would I like to meet and discuss my issues and then was later told it was going to be 3pm. On Tuesday I was then told again there was no managers on duty as you worked in a Regional role which I understand, but do not accept the fact the four nights I stayed there was never a manager on duty. I am aware that the hotel is older and in need of repair when comparing with other modern local hotels but it just missed every standard and welcoming feel possible box in the bathroom one display tissue hanging out of it, kettle odd stains on it, fridge in room was made aware not replacing when they break so the room I was allocated obviously this had happened and I guess this would be why saving costs had been made further by having glasses but no water. Finally, and the main reason for expecting compensation was when I highlighted I was with other friends who were staying in other hotels including Berlin, Berlin and Motel One and was paying much less for much better service and experience I was then told In words -The event that is on we know we can get the price. Unfortunately this may well be an acceptable explanation to those that don't care but I do and was beyond shocked when told this. In summary as you will imagine I feel completely ripped off in a hotel with no management presence, staff left to own devices with no clear procedures and making it up as they went along which is most likely through no fault of their own.

Dear Graham, Thank you very much for your message. I hope you are doing well. I would like to apologize for the inconveniences you experienced during your stay at our hotel. Your feedback is very important to us, and I appreciate you taking the time to share your experiences. I understand that the situations you described were frustrating. Unfortunately, we cannot grant a 50% discount due to the services already provided during your stay. First of all, I would like to point out, that our Manager on duty has tried several times to reach you to address your concerns; however, you were not in your room. Our Manager on Duty was personally at the hotel on Friday evening. On this occasion, he directly addressed your complaint. Unfortunately, he was unable to reach you in your room. I would like to briefly respond to your points: We can not offer early check in if no room are avaible to do so. Which is understandable after all, as we had a busy weekend in the city. What exactly is your damage with your luggage in your complaint? We inform all our guests thoroughly during check-in and in the digital guest directory about our cleaning rules. As far as I can see, the order is correct. I sincerely apologize that you did not hear the knock before the room attendant entered. We have discussed the volume for this with the team again. We always have a Manager on Duty available. If you did not receive this information, I sincerely apologize. Unfortunately, our young colleague was already very uncertain at that time. The communication may have been unclear or incomplete because of that. What is correct is that I was not available that particular weekend. However, my Manager on Duty was definitely available and reachable. We are aware that our new colleague may have worded things not properely, but we greatly value the commitment of all our team member. For fire safety reasons and for security considerations, we do not provide ironing stations in hotel rooms. This is a safety-related decision. We do have very clear guidelines for all processes in our hotel. This is a brand standard. It is certainly understandable for you and is industry standard internationally that hotels respond to market demand with their daily rates. Every booker is free to choose the appropriate price and product when selecting from the available hotels (approximately 800 in Berlin). If you still feel the need to discuss your experiences, we are at your disposal and hope that we will have the opportunity to meet your expectations in the future. Best regards, Mercure Hotel Berlin Zentrum Mirat Capli Assistant Manager Customer Care

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Other web-users rate our hotel

  • 313 reviews 9.3/10 Location
  • 390 reviews 6.2/10 Room
  • 330 reviews 8/10 Service
  • 7 reviews 4.8/10 WiFi
  • 244 reviews 5.1/10 Comfort
  • 213 reviews 7.7/10 Breakfast
  • 164 reviews 7.9/10 Cleanliness
  • 99 reviews 4.7/10 Vibe

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