Mercure Hotel Stuttgart Zuffenhausen

Great overall experience. Room was clean and spacious. It was easy to navigate in/out of the parking garage. Breakfast had a variety of options to choose from. I will definitely be suggesting all my friends and family to stay with Mercure Hotels.

Dear Mr. Wiemer, I hope this message finds you well. I am an Accor loyal member since more than 15 years, always prioritizing my stays in Accor Hotels. This short trip was our first time in Stuttgart and I carefully selected your Hotel to optimise our visit. I stayed in your Hotel with my family from 6th to 8th April and booked 2 rooms to allow us to stay with our two kids. With Breakfast for two adults for two days paid in advance. All staff was very gentle, and we had a nice experience, except from the moment we arrived at the hotel after a long car trip to Stuttgart. I parked the car in the street and arrived at the reception around 13:30 PM. I am aware that according to the Check-in Policy, the room is available from 15:00. However, I presented my Accor member card which in some cases allows an early check-in or a late check-out (which was not the case because we planned to leave at 10:00 AM the last day). In other hotels, mostly in Accor's, the receptionists are trained to welcome clients with a "Good Morning", "How was your trip", “How can I help you? or at least, a SMILE. Your receptionist, with an arrogant attitude, just said: "If you don't know, in Germany the check-in time is at 15:00, please come back later". I tried to explain that I had small kids and bags in the car and asked him to check if at least one room was ready to put our bags (with laptops and other electronics. He limited to point to a corner of the reception (not even a room) and said "If you want, you can let your luggage here and wait until 15:00”. I insisted and asked him to check with the cleaning service if there was any room available, and with VERY bad willing he called, or at least pretended to call and just said, with an ironic smile: “No room until 15:00, you will need to wait”. It was lunch time, I explained that I travelled by car with kids but he didn’t even offer a help to indicate a close restaurant: Zero Client Orientation. When we returned after 15:00, we were better received by two ladies very gentle who processed the check-in and offered the correspondent welcome drink cards. Mr. Wiemer, if your receptionist tries to justify to me or to you that at 13:30 there was NO SINGLE ROOM available in the hotel to let us put our bags and allow kids to use the toilets, he is not being smart. If the checkout is at 11:00 AM, then after 2 hours and a half of cleaning starts, even if the cleaning lady is not so fast, at least one room would be available. On top, we know that the hotel was not fully booked that days, as we parked the car in the garage and it was empty. In the breakfast, we were the only table there and we stayed there for one hour. And I sit in the terrace with a book in that evening and we could not meet any guest entering or leaving the Hotel during around one hour. I read a few similar comments in Tripadvisor about bad treatment given by the staff at your Hotel and I am sorry about that. Although some of the comments are not recent, this receptionist didn’t learn the lesson. He should rethink his career in the tourism sector, as it seems that he hates what he does. I hope you have a camera saving this conversation and you will be surprised on the way I was treated. Thank you for your comprehension. Best regards, Henrique D.

No fridge, Always follow-up

Overall it was a good stay, Staff was very nice to the guests. It would have been great if some self paid laundry services available. My stay was for 2 weeks and due to the non-availability of laundry service, I had to carry a lot of cloths.

I had a good time staying at Mercure hotel