Mercure Edinburgh Haymarket Hotel 4 stars

Very nice greeting from the staff both in the reception and they also put a special plate with chocolate and fruit at the room by arrival, and wrote me a personal greeting on my birthday. Things like that make you want to come back.

Well this was the nightmare checking in experience everyone dreads. 'your reservation was cancelled'. No it wasn't, I had all the required confirmation emails. No, someone, somewhere, had elected to cancel it and - wait for it - COMPLETELY FAIL TO LET ME KNOW. Consequently, there I was stood in an Edinburgh hotel lobby at 2200hrs with no room. What the hell has happened to this company?!

Arrival at the hotel was a quick process of check in,3rd floor was the prestige room I was allocated which was a front view onto the main road and it was clean and had everything I needed for my stay there,check out was again a no hassle process emailed invoice and away we go,simple and a good stay for anyway one visiting Edinburgh

Booked 2 months ago, confirmed booking 4 days before, arrived 23.30 - no rooms available due to IT error. No warning, no management apology, disorganised chaotic. Alternative hotels provided and taxis to conference attendance paid for but poor communication throughout.

Very nice hotel 10 minutes walk from haymarket station, nice staff and little bar nxt to the reception. Free mini bar for water and soft drinks. Don't know if this is for everyone or accor silver and gold card holders. But very nice thought.

Good location and great quality of rooms, easy to reach, close to the Haymarket train station and 15 minutes from the castle and the Royal Mile. Nice place and great service and always nice people. I recommend

my husband and I spent 4 nights at the end of April and I booked directly with them because I am a member of Accor hotel . Positive aspects : the hotel is in a quite good position : in about 10-15 minutes you get to the castle and the most important sites to visit. Room : I booked a privilege room which turned out to be comfortable with a nice bathroom and a good rainy shower . this type of room was provided with a fridge with complimentary drinks – re filled every day- 2 coffee machines – one for Nespresso coffee –an apple TV - bathrobes and slippers . Staff : helpful. Negative aspects : the general atmosphere of the lobby and the breakfast room is quite aseptic , nothing which reminds you are in Scotland . Breakfast : quite ordinary , nothing special But what disappointed me was the following : We had booked a privileged room with breakfast and when we arrived at the hotel we were asked if we wanted to settle the entire amount which we did . The third morning we had booked a trip to Lochness and we had reserved a taxi at 7. 05 . Breakfast is served from 7 to 10-11. So we didn’t have time to have it . At the reception they proposed us a packet breakfast but they charged it . I was very surprised because my reservation was “breakfast included” so I couldn’t see any reason for paying an extra for what I had already paid : I complained but the receptionist told me that he had to charge me anyway . So we let it go, we gave up breakfast and at 7 when breakfast room opened we grabbed only a cup of coffee before leaving . I don’t think this is a fair attitude ! Anna

On arrival the staff team were very helpful and my room, at the back, was quiet, clean and very comfortable. There were a couple of could do betters - the water pressure in the shower was not strong enough (but hey, maybe I was helping the environment) and the scrambled egg was over-cooked and hard every day.

Every single room of this hotel is dusty and it's not false accusation as I've shown the staffs so many times and my room was changed as a result, the excuse they all have is that maybe it's because of the cleaning product they use. All the curtains, bedsheets and towels are always dusty, you don't have to believe me just go and check for yourself at anytime. Also, I forgot to change my reservation this week to start from Tuesday instead of Monday, I spoke to the manager and told her that I've been staying there for months and that I have few more weeks booked in advance. I usually book weeks/Months in advance, you can check this on your system to see the fact, but she refused to amend my booking without charging me. I told her that I will cancel all my future booking and she was ok with that. I know the rules must be applied to everyone but I believe you could be more flexible to loyal customer. I've been staying at this hotel for months and I was going to stay there for another 6 months, but I cancelled all my future bookings and all colleagues agreed to do the same thing. I'm ok being charged 1 night and it won't hurt my finance but your hotel has also lost at least £35,000 - £45,000 revenue from me and my colleagues (yes I did the math), which I'm sure you will be ok with. The most upsetting thing that happen to me at this hotel is that one day last week I was going to the office in the morning and it was raining, so I asked to borrow an umbrella at reception, I was asked for a £10 deposit but I didn't have cash on me, so I asked the lady at the reception to leave a note on my room because I didn't have any cash on me and card isn't accepted to borrow an umbrella, she refused to let me have the umbrella and I had to walk in the rain to go to the office. They're were at least 5-7 umbrellas right next to her. I know you're asking yourself why did I stay there for months if the service was so bad? Because the location was perfect for me and I had hope that the hotel would listen and makes some changes and some employees were actually very nice but the bad customer service of your worst employees out-weight by far the excellent service of your best employees.

I have had to stay at this hotel a couple of times (corporate booking). Every time it has been freezing cold in the rooms. I always advice them of this every night however they say there is nothing they can do about it. They bring an extra quilt which doesn't help when you need to get out the bed. It was so bad both times my fingers almost went blue and you could at times see steam when speaking as if you was outside on a colds winters day. Even the reception manager was shocked at the temperatures of the room and apologised and advised that the thermostats haven't been working for a while. The worst thing about it is its not a one-ff its been every time I have stayed so across different rooms. I think its terrible when yo pay to sleep somewhere and you dream of the warmth at home. The APPLE TV connect also doesn't work throughout the entire hotel.. so a great mis-selling now on their part. Breakfast is good and the staff are very nice and friendly and as helpful as they can be.

Great Hotel, room layout and ease of use excellent. Bar area small and brightly lit. Breakfast good. Checkout at 12 was great for me. Security for room/floor access nicely designed and built in. Good location for Haymarket area and close to city centre.

Had booking for 2 rooms, we were allocated rooms on the 2nd floor but heating did not work in either room. After several calls to reception we were moved to a higher floor - this took 2 hrs in total. Very disappointing to be put in rooms where heating was known to not work as we were told it had been like this for a week!

My wife and I stayed at this hotel for one night on a Saturday night. The room was clean and spacious. The staff were polite and helpful and it was very handy to store our luggage before check in and after check out as we had travelled by train. There was plenty of choice at the buffet style breakfast both hot and cold and it was very good. The hotel is very convenient for Edinburgh and the walk to the castle is about 20 minutes. The walk to the Waverley train station end of princes street is a little longer but still only about 30 minutes. It was very good value for money and would definitely stay here again when visiting Edinburgh.

I loved my stay, it was very short, just one night but it was the perfect place to rest. I wish I had more time to enjoy the hotel. Room very clean and comfortble, staff very friendly and helpfull. Its about 20min walk from the old town, so not bad at all.

Very convienently located near Haymarket station, just 10 minutes walking from the castle and the city center. Staff was very friendly, breakfast was ok. Modern rooms with good beds and a lot of pillows. I would stay here again next time.