Mercure Bedford Centre Hotel 4 stars

Excellent

Stayed in panoramic suite 712. Great location, super comfy bed, nice breakfast and decor of room was modern and fresh. Communal areas outside of reception and bar are exceptionally tired. Panoramic view could have been good if the windows were cleaned but could hardly see through them. Bathroom refurb included tiles being painted white over blue and some of the paint was flaking off in the shower giving a less premium feel and sofabed was looking pretty stained. Still good night's sleep, good location and good breakfeast.

Where do I start with this: I stayed at this hotel on the 26th September 2021 and the whole experience was very disappointing to say the least. I have been an Accor member for a number of years and this was by far the worst hotel I have ever seen. Let me start at the beginning: We were staying here for a family wedding, despite numerous attempts to call the hotel I was unable to get through to the Events coordinator to book my room for the wedding party. I ended up booking online, worried there would be no availability. When I called back to make another reservation 2 weeks later, I finally got through to someone at main reception. The staff member firstly maintained there was no wedding at this time, on realisation that he was wrong, he told me I would have to speak to the Events coordinator for any pre-negotiated "wedding rates" (the same Events coordinator who was never available when I had called daily for weeks) when after much deliberation/exertion/hesitation he finally booked one room at the "wedding rate" I asked if my already booked room could be moved over to the "wedding rate" also as I was there for the same party, again I was told to speak to the Events coordinator and after another cycle of repeating myself and many explanations of the same story..."that I had booked online as I could not get through to the Events coordinator to book", I was given the same rate. I thought then that was the stress over and done with and I could look forward to and enjoy the party.....I was clearly mistaken! I had booked a suite (room 712) which was exactly the same size as the room next to mine which was a Standard Twin room (711) however the pricing didn't reflect this. The only difference was a sofa in the so called "suite". On the higher floors the howling noise of the wind kept us up all night, when I mentioned this to the staff member on reception, she was totally nonchalant about my complaints and dismissed my comments stating "it's an old hotel these things happen". When we went to breakfast there was a dead fly on the water jug when I mentioned this to the staff member he laughed and just said I will bring you another one. When coming into the hotel from the Car Park the lift panel was falling out which could have exposed wires - healthy and safety is non existent at this hotel - this was so dangerous for children as well as anyone using the lift. When I also mentioned this on check out to the aforementioned staff member on reception she said she would need to ask someone to investigate as she had no knowledge of this - I recommended she come to the lift with me and no further investigation would be needed as I cannot believe this was not apparent to anyone even walking around the hotel, but again she was disinterested in any feedback. Further more on checkout I was asked to pay an additional amount on top of the rooms for extras and when asked for a breakdown of all costs I was told they were unable to provide this - I still don't know what I paid for and when I asked to speak to a manager for my now increasing number of complaints to be followed up I was met with a very curt response that everything would need to be "investigated". Simply walking around this hotel would give any of the 2 staff members there a very clear indication of what is wrong with this establishment. I cannot believe I am the only person that has complained about the disarray and state of this hotel - what should have been a relaxing stay was stressful, uncomfortable and met with a downright diabolical reaction from your staff members. I would like to point out Simone, one of your staff members on reception when I checked in was the only one here that seemed to have any customer service skills and definitely helped to placate the issues and dis-organisation of the hotel - thank you Simone. After staying in many Mercure's across Europe this is not the level of standards I have been led to expect - I hope that you will take this feedback seriously and propose to improve this for your customers going forward. I for one will not be returning here again. Sincerely, Miss Yogita P.

Staff excellent very friendly and welcoming. Everything was great will stay here again

Easy parking, great staff although seem to be short staffed finding someone for the bar service at times was difficult as they were off doing other duties. View from the room was great. Breakfast was good and served in great location.

Friendly, helpful and attentive staff. Great location. However unwelcoming corridors and lifts. Overall the hotel and facilities are aged and dilapidated. Thus, great staff are left flogging a dead horse. Needs investment.

The location of the hotel is very convenient only 1 Minute walk to the town centre. My overall stay was perfect. Easy arrival and staff was good and efficient.

Everything was perfect from the staff to the room.

Hotel has recently been renovated. Shabby and nicely decorated. We felt safe during our stay with the covid procedures. Staff were friendly and we have had a wonderful experience.

Nice and peaceful hotel. We had a well rested night. The staff were great and always put on a smile. Most importantly nowadays it's all about the cleanliness and it was perfect spot on.

It was a good night!

Overall good

Nice hotel. Corridors will need a spruce up soon but room and general areas all acceptable. Staff all friendly and efficient. Riverfront position and closeness of park and town excellent. Importantly during these Covid times we felt safe

Hotel location is city centre next by the river. Building is ugly and worse for wear condition. Room carpets are full of stain. windows sweating inside and there is mould around windows. AC unit keep rattling during night even it's switched off. Front desk clerk promise send me invoice by email... Never got. Next ask invoice by email... never got any answer.

The Decor is great, the staff are all friendly, efficient and professional. I Always enjoy staying here when in Bedford! Very central and a great base to visit town will definitely visit here again when in town!