I had two rooms booked, one was prepaid and the other was using points and a balance to pay at the hotel. When my wife and children arrived at the hotel the check-in staff(man called Chris) said there was three rooms booked and not two, which was incorrect, he even tried to make my wife pay for the third room which was not acceptable. When I arrived a bit later on, I was told the same and even though I showed him the booking emails(two confirming each room) from Accor he still said there was three rooms booked, he took a considerably long time and ended up saying that he would sort it later on. He(Chris) also accused me of being "nervous"? and also talked to me like a child and said there is no need to be difficult to angry, something which I most definitely was not(maybe check the cctv at the hotel). I have stayed at this hotel many many times and also numerous hotels throughout the world regularly, sometimes with accor and sometimes not and have never been spoken to in such a manner. I will need to consider whether I will use Accor again in the future.

I have stayed at this hotel many times, this time they made a mistake with their booking system and said I had three rooms instead of two. The check in staff(Chris) was very rude and even tried to get us to pay for an extra room we had not booked.

Only 1 problem was trying to check in at 3 as I had somewhere to be by 4 and I wasn’t able to check in untill 3:50 which made me late other than that everything else was good

Lovely staff members and great location

I would like to start by saying that I really enjoyed my stay, the room and bathroom was spacious, good selection of food for breakfast, also a very good ambience. I would score 10 at everything apart from the areas I will mention below. Please note I am event sales executive for an hotel in London. Also I am providing this as feedback like a friend but did not want it to damage your reputation. I found this 3 problems in the room 005 so I cannot grasp if is a property problem. 1st when flushed the toilet water splatted outside and landed on my legs. 2 the shower head is black due to accumulated limescale 3 the selicone around the shower tray is black and has mold, and looks durty 4 the grouting around the tiles is becoming dark which suggests needs bleaching I believe there is a lack of communication from house keeping and maintenance. Finally around the English breakfast, sausage, hash browns were very dry. Please note I only stayed 1 night and went breakfast about 8am ( not sure if the food was overcooked or it was the fact the heated display pan makes it worse.

Good location, friendly staff, comfy bed. Toasty room, fab shower.

Just a 10-15 minute walk to the castle and main part of town, would recommend for location if wanting something slightly removed from the hustle and bustle. Very quiet hotel in terms of outside noise. I had booked one of the hotels privilege rooms but would not do so again - wasn’t worth the additional expense to have a few extra toiletries and a newspaper!! Mini bar was not restocked throughout our stay so couldn’t really take advantage of that, and had to find someone to ask for more tea bags and coffee!! Staff friendly but not very helpful, felt like a struggle any time we needed to ask for something and it was all a bit transactional. General cleanliness was good when we first entered the room, can’t comment on housekeeping during stay as due to COVID restrictions our room was not cleaned while we were there. My main gripe was lack of anywhere to put anything - no hooks on the wall, no shelves except one high one in wardrobe which I couldn’t reach, tiny bedside shelf that was taken up by the large phone - I felt like I was constantly putting things on a chair or on the floor!! Overall would recommend in terms of location and cleanliness!

Comfortable room, with good facilities, and extremely helpful staff.

This is a hotel in a good location and service from staff was good at all times. I would come back for short business trip and it is good value. Although the room was clean and perfectly acceptable, the shower room/toilet area of the specific room I was allocated didn't smell fresh whether from damp smell or from toilet, so it wasn't so pleasant when first entering the room. So overall an okay stay and I fine for limited time in room during business visit but not one that would encourage spending leisure time in with partner or family.

Arrived tired after long travel from Birmingham after long day's work. Room in basement- looked deserted with 2 large trolleys packed with some kind of laundry in front of elevator exit. Dark- lights came on but overall appearance of a floor not in regular use. Next morning hot water would not come on. Called reception- extremely polite and sent engineer rapidly. Engineer got hot water in shower, sink still cold. Requested to come back- attitude and body language of a hassled man who is being needlessly bothered. Retorted "Will switch on heating again" 1. Why give a room on a floor which is in disuse 2. If giving a room ensure basic amenities work 3. Engineer's attitude needs improvement. 4, You take a deposit of £30 for minibar- but there was nothing in the minibar! However reception staff in morning pleasant and helpful. Next time if I book Mercure I will not accept a room before inspecting it.

Overall the stay was good, the room was clean and had everything you would need. It was quiet at night considering it was right on the road. The staff who checked us in were a little cold and they seemed confused by the check in process. However the staff in the morning at check out were lovely. The apple TV pairing didn't work in our room unfortunately but we only stayed one night so wasn't really a big deal. The room had lots of little extras included like free drinks and toiletries which was a nice touch. The hotel is also just a short walk from the centre of town and across the road from secure parking so was very conveniently located. I would definitely use this hotel again.

Staff are excellent, the room are well maintained. Me and my friend managed to relax even for a short period of time.

Good stay. We upgraded and did expect this to be better than it was, upgrading was a waste

Fit for purpose

Check in time was at 2pm, I got there at 2:10pm and I was told my room would be ready in a few minutes which I had no issue with but then I was stuck waiting for over an hour with no update apart from when I went up to ask. When I asked how long it would be I got a sarcastic comment from one of the members of staff saying "It'll be ready when it's ready". I am a silver Accor member so I should have priority check in but I saw a least 4 people get rooms before me. This was very frustrating as I was in Edinburgh for one night and this took a lot of time out of a short trip.