Mercure Mannheim Am Friedensplatz 4 stars

I've stayed here several times before and always found the service to be very good and the breakfast extremely good. This time, it didn't go so smoothly. On check-in, having booked a double room with sofa, I was allocated a room with 3 beds, already made up but no sofa (or relax-chair) as illustrated on the website for a "double room with sofa". I asked to switch and was given a different room - however it was identical to the first one. I tried for a third time, having to carry my luggage everywhere and this time was given the correct room. I was made to feel as though I had made an error during the booking process. Quite insulting! On checkout, I was asked to pay an energy surcharge - despite having paid for everything up-front and NO MENTION having been made of this charge either during the booking process or at check-in. Very unprofessional, more so the attitude of the Reception when I queried the unexpected charge. Arrogant and unhelpful!

Infrastructure and service in the hotel did not match expectations. Unable to sit properly on the toilet seat as the toilet paper holder was approximately 8cm away and a service staff that took the used soap bar after one night and failed to replenish. Old, smelly carpets. Lots of room for improvement.

We love to stay at this hotel , the service is always great and the price also perfect. The only think I would say is that the hotel should be modernised as it’s a bit old. Apart from that great location, free parking around the hotel ( if you don’t book the hotel parking).

The restaurant staff was unable/unwilling to charge my bill to my room. Upon checking out I complained and asked to speak to a manager and was told none were available

Very disappointing. It’s not easy to find your way in when driving. Very poor signposting. I am an Accor Gold member and had booked two rooms some time earlier. On arrival reception refused to believe I had a booking and basically suggested go away as we are fully booked!!! On providing my booking confirmation it transpired the booking had been entered under another name. I asked about parking charges and was told it was free for guests. We did get the rooms and I asked for the name to be sorted out and was assured it would be done. I asked about welcome drinks and was told this was not available on this booking. I was not upgraded. We tried the restaurant and the simple advice is don’t bother. One of us ordered lemon chicken off the menu and this arrived as a piece of cooked chicken on a plate with nothing else at all not even any sauce. We had not been warned of this. The crowning glory was the following morning on trying to check out. I have to say the receptionist did try very hard. It transpired no names had been altered and the name and country on my gold card had been altered to the same as the rooms had been booked on!! Nine printouts of an invoice were required before a correct one was produced. This process took a little over 50 minutes not welcome when heading off on a long journey and we subsequently missed a visit that had been planned as a result of the delay. To finally cap it all we tried driving out of the car park and found that we now needed to go back and pay for parking!! I will never stay here again.