머큐어 호텔 베를린 젠트룸 3.5성

고객 평점 (ALL 평가) 4.5/5 108 리뷰

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Fuggerstr 8, 10777 베를린, 독일

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  • 냉방 시설을 갖춘 현대적인 78개의 객실

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머큐어 호텔 베를린 젠트룸

Fuggerstr 8
10777 베를린
독일

GPS:52.499228, 13.347975

전화
팩스 +49 30 21303160

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체크인 시간 : 부터 - 체크아웃 시간 : 까지

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ALL 평가  4.5/5  108 리뷰

TripAdvisor 평가  4.0/5  818 리뷰

Good location, basic accommodation

트립어드바이저 평점 3.0/5

Martin U Couples - TripAdvisor 인증 리뷰

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

Broken elevator

트립어드바이저 평점 2.0/5

Joex197 Solo travel - TripAdvisor 인증 리뷰

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

트립어드바이저 평점 1.0/5

grahamu328 TripAdvisor 인증 리뷰

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

Cancelling reservations to make more profit

트립어드바이저 평점 1.0/5

vdwaljw TripAdvisor 인증 리뷰

I recently made a hotel booking at the standard rate, which was confirmed. Later, the hotel cancelled my reservation, claiming it was due to a pricing error under German law, specifically §119 of the German Civil Code (BGB). However, the rates on the surrounding dates were the same as what I originally booked. The only significant price increase—more than four times the original amount—was during the weekend of my stay, when a local event is taking place. It seems the hotel is taking advantage of the event to maximize profits by cancelling existing reservations and reselling the rooms at a much higher rate. This is highly unethical, and I want to warn others that even if you receive a confirmed booking, your reservation may not be secure at this hotel. Proceed with caution.

Dear van der Wal, First of all, we would like to thank you for your feedback. We are sorry to hear that your experience with the reservation at our hotel did not meet your expectations. We take such matters very seriously. As you are probably aware, the Folsom was moved to August 2025 for the first time, after the event had traditionally taken place in September for years. Accordingly, the event was always subject to a non-refundable and event rate without exception. This was also the case in September 2024. The rate from August 27, 2025 - August 31, 2025 does not come close to an event rate calculation. The rest of August is subject to a different price structure due to the seasonal time. This is where the reference to the following paragraph comes from: §119 BGB states the following: Anyone who was mistaken about the content of a declaration of intent when making a declaration of intent or who did not want to make a declaration of this content at all can contest the declaration if it can be assumed that he would not have made it if he had known the facts and had assessed the case sensibly. With knowledge of the Folsom super event, the deposited rate (declaration of intent) from August 27th, 2025 to August 31st, 2025 would NOT have been made. The Folsom is a super event in the Regenbogenkiez where our hotel is located. Like all the other 800 or so hotels in the city, airlines, tour operators, the Berlin Zoo, every concert event... we calculate our rates according to seasonal times as well as event periods. It is correct that an event period with increased demand is sold at a correspondingly higher price. The rate structure of a hotel is designed to cover costs. We want to run our hotel in a way that preserves the value of our guests, pay our team a fair wage and keep our offer to our many international and national guests of high quality. First of all, we did not cancel your reservation, but offered the correctly calculated rate for Folsom 2025, which we were unable to feed into our sales system within seconds due to the system overload. This is verifiable. We would like to emphasize that we adhere to all legal regulations. We hereby expressly point out that we do not arbitrarily and unilaterally cancel booked rooms. We understand that the current situation is confusing and frustrating for you. Therefore, we did not simply cancel your reservation, but instead gave you the option of booking the non-refundable event rate. We hope that you will give us another opportunity to convince you of our commitment to excellent service and hospitality. Best regards, Mercure Hotel Berlin Zentrum Mirat Capli Assist. Manager Customer Care

Buyer beware …..

트립어드바이저 평점 2.0/5

GaryS3557 TripAdvisor 인증 리뷰

To qualify my review I have stayed at this hotel multiple times over the course of 15+ years. This stay was 5 nights . This visit I learned the ‘hotel’ no longer does any housekeeping at all as standard - so they don’t touch your rooms for the entirety of the stay unless requested. I was not told this on check in - but told emphatically (several times) when I took my rubbish down to reception myself on the 5th evening of my stay and asked for fresh towels. What I still do not understand (and the receptionist could not explain) is why they put ‘do not disturb’ hangers in the room if there is no routine house keeping. I don’t mind asking for towels but for the room rates here I don’t expect to be carting rubbish around or being patronised by staff for expecting basic house keeping. I also think it’s misleading not to state this when booking as there are services you expect from a hotel. I really like the location and the rooms but I doubt I will return now, which is a shame.

Dear Guest, we are sorry to hear that your stay did not meet your expectations this time. Your feedback is very important to us as it helps us to improve our services. We would like to clarify that we have an environmentally friendly approach and therefore offer a cleaning and towel change service on request. Our aim is to reduce the use of chemicals and water consumption. We regret that this information was not adequately communicated on your arrival and we understand that this was not ideal for your stay. We communicate this at check in to our guests. Sometimes our guests interrupt our explanations with already knowing everything because they have been with us multiple times. We unfortunately not immediately know, when the last stay was. For these occasions, we inform again with an information sheet right on your bed within the room. We also automatically remove the trash daily from the rooms, except when there is the 'do not disturb'-sign hanging. Then we do not disturb. Your satisfaction is very important to us and it would be our pleasure to welcome you back to demonstrate our high standards of service and hospitality. Best regards Mercure Hotel Berlin Centre Marianne Skarupke Junior Manager Revenue & Quality

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그 외 웹 사용자 평가 등급

  • 313 리뷰 9.3/10 위치
  • 390 리뷰 6.2/10 객실
  • 330 리뷰 8/10 서비스
  • 7 리뷰 4.8/10 인터넷 가격
  • 244 리뷰 5.1/10 안락함
  • 213 리뷰 7.7/10 조식
  • 164 리뷰 7.9/10 청결도
  • 99 리뷰 4.7/10 분위기

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