Mercure London Hyde Park Hotel 4 stars

I booked the Mercure Hyde Park London to check in this Saturday for two nights for my birthday weekend. I booked a standard king room. The room itself was completely different to the advertised room, it was incredibly small and you could not move past each other without touching. I spoke to hotel reception staff as soon as I checked in to explain my displeasure of the room in comparison to the advertised room. No complimentary water bottle was provided, Saturday and yesterday was over 30 degrees heat so water should least be provided in the mini fridge as advertised. There was no complimentary products as advertised no conditioner, body cream, slippers or robes as advertised. Upon check in the couple before us were offered a complimentary presidential suite upgrade. I asked after viewing the room if it was possible to swap for another room to be told nothing could be done. They would offer better room for second night. Never happened! There was issue with the safe twice Sunday morning ( yesterday 18th July) no maintenance available for repair. Hotel staff tried to fix first attempt said it was repaired and working fine. As soon as he left the same error code on the safe. I had to ask again and wait for safe repair, this all took over 30 mins, yesterday was my birthday, I had tickets booked for the zoo, I ended up missing my time slot due to the amount of time it took to repair safe twice! I asked reception to least ensure the room was cleaned before I got back as I had dinner booked for the evening and wanted to ensure room was cleaned during the day. He said he would ensure it happened. Got back from all day at the zoo to a mess of a room with no clean towels! Had to wait for staff to bring towels! By the time they came ended up misting my dinner slot. The worst birthday ever! The customer service was terrible, the room is portrayed to look much bigger than the photos. You end up feeling very claustrophobic. The hotel staff service was shocking. I spoke to hotel staff when we got back from dinner and decided to check out night earlier as couldn’t face another day night at the hotel. The most they could offer was a refund for last night! Absolute shocking service, least they could offer is refund for the 2 nights! Completely ruined my birthday.

When I arrived in the room there the carpet was damp on half of the room couldn’t work out why initially. It also had green and brown stains over by the entrance. After the first night I noticed that the damp came from a crack in the wall. There also happened to be mould on the floor spreading below it was about the size of my hand. With that in mind I asked if I could get a different room but was told all other rooms were in booked or occupied. When leaving I asked if I could be refunded but was told as it was through AirBnB that wasn’t possible. Due to my asthma I couldn’t stay in the room so spent the whole weekend at my friends house. I didn’t spend a single night in the room. Very disappointed with the experience especially as it was supposed to be a romantic weekend away and my date has health complications meaning she couldn’t stay in the room. To be honest ruined my weekend!

Everything was excellent. Great room, lovely breakfast and brilliant location.

We booked a TWIN room but got a DOUBLE room

Lovely hotel which is well located. Staff extremely helpful and accommodating

My particular room would do with some maintenance. Paint a little scuffed and marked and clearly people smoke when staying. Otherwise, clean and comfortable.

Moved one room due to a soaking carpet. Then the second room had a used bath robe in it and rubbish in the wardrobe and hairs in the shower.

The hotel is convenient for the tube and such a short walk from Paddington Station. The facilities are relatively modern and my room had a new bathroom. I found the room to be very small and scruffy with wallpaper hanging off etc. It was also dirty and dusty. The dust was so bad it just hadn’t been cleaned to a good standard. There was still other people’s rubbish under the bed. The breakfast was very average so I only went once. I asked for porridge and fruit and the porridge came under cooked and I was told there was no fruit! I had to ask three times before I was given a few grapes, three slices of banana and one blueberry! I emailed about using the gym before arriving and never got a reply. The street around the hotel was full of drunk people and people hanging around outside so I didn’t feel particularly safe when walking alone. I think the cleaning standards could be a lot higher!

The room was lovely, it was nice to have a balcony but got woken up by house keeping at 9am distpite having a late checkout organised for 1pm and the house keepers didn't speak English so it was hard to tell them that we weren't leaving yet. The pillow cases didn't close properly which wouldn't be a problem but 3 out of 4 of them had a huge hair very visible on the inside which wouldn't have been seen otherwise, but the staff were really friendly and I would come back. Very good for thr price.

The staff in this hotel is the best I’ve ever seen. They are very helpful and friendly. They have an excellent breakfast menu. Location is not too far from Paddington station. Clean rooms. Sound proofing is poor due to single glaze windows. TV is outdated with no mirror function or chrome cast.

Good quiet location, staff pleasant and helpful. Breakfast served at shared restaurant with Indigo hotel and good choice of food. TV package consisted of 6 programmes which were kids channels, 50’s films and a shopping channel, no news or BBC/Sky channels, asked at reception twice to be told TVs were not working in some rooms as nothing could be done. Fridge not working and no water left as per suite package we paid for. Other than these few niggles good stay and would return.

See comments above. The hotel stay totally met our needs.

The hotel is well located near Paddington Station. The rooms are very modern and well maintained. Staff at the hotel are very professional and friendly

Despite these difficult times we were made very welcome at the Mercure. Our room was excellent, with a lovely view over the square. Comfy bed and excellent shower. The breakfast in the Bistro was very good.

Booked to sleep after working night shift. Lovely welcome and nice room. However room is fitted with poor quality blinds that let in all the daylight. I don't understand why they haven't fitted blackout curtains, they're not expensive.