Great room, convenient to the airport, we had an early flight and tried to leave at 5.15am, the reception (which is listed as24/7) was deserted and we spent 10 mins trying to work out how to get out before using what looked like an emergency exit: We called the listed number multiple times, but it just rang out on the deserted desk, probably just unfortunate timing but it lost us 10 mins of our buffer in the airport.

clean, close to the airport. new hotel. still have some lingering new paint smell. restaurant closed on sunday. staff pointed to options within 5min walking distance. the buffet restaurant was excellent.

I chose the hotel, as our flight arrived in Basel late at night and we needed to have stayed in the airport before going to Freiburg the next day. It worked. I am thankful to the night shift of the hotel for arranging airport pick-ups. It was very kind.

nice hotel, good location, good facilities. Nice service during dinner, but during breakfast and at the bar the people can be a bit more friendly.

I recently stayed for two nights, from 13–15 September, at the Mercure Bale Mulhouse Aeroport Hotel. Unfortunately, I was very disappointed with my experience, particularly with the service and attitude of the front desk staff. As an Accor Gold member, I expected at least some recognition of my status. However, there was no recognition of my Gold status, no welcome drink was offered, and no welcome amenity was prepared in my room. I also requested a room upgrade, but was told that this was not possible, despite the fact that a higher room category appeared to be available for booking through the Accor app. What disappointed me most, however, was the attitude and lack of basic hospitality at the reception desk. When I arrived, the first interaction was simply: “Hello, I need your ID and credit card.” There was no proper welcome or even a basic question such as how my journey had been. The next statement was that I had to pay because I had not paid yet. While I understand that payment procedures need to be followed, the way this was communicated felt unnecessarily abrupt and unwelcoming. I then politely asked whether, as a Gold member, a room upgrade might be possible. The answer was simply no, without any recognition of my membership status or any attempt to provide a more courteous explanation. The following morning, I asked at reception where the breakfast room was. The response from a red-haired member of staff, whose name I unfortunately do not know, was almost impolite. I was told that it was on minus one and that I could see it on the elevator button. The tone made me feel as though I was somehow incapable of finding the floor myself. However, the reason I had asked was that the elevator I had used did not display the -1 floor, which is why I needed assistance. Another disappointing interaction occurred when I booked the airport shuttle. When I could not immediately remember my room number, the gentleman at reception looked up, raised his face towards the ceiling, and rolled his eyes. This kind of body language and behaviour towards a guest is, in my opinion, completely unacceptable and not in line with the level of hospitality expected from a Mercure or an Accor property. I strongly believe that the front desk team would benefit from urgent training in guest communication, hospitality, and recognition of loyalty-program members. Even when a request cannot be fulfilled, the way the answer is communicated makes a significant difference to the guest experience. Breakfast The breakfast was also rather disappointing. The selection was limited, the orange juice was not replenished, and the pancakes were cold. One Positive Experience One positive aspect of my stay was the airport shuttle driver. She was a very kind, friendly, and helpful lady, and I would like to acknowledge her excellent service. Request for Compensation Overall, I am very disappointed with this stay, especially considering my Accor Gold status and the complete lack of recognition or benefits associated with it. I therefore kindly ask Accor/Mercure to review my stay and consider providing appropriate compensation for the lack of Gold status recognition, missing welcome benefits, and the overall poor level of service I experienced at the front desk. I hope that this feedback will be taken seriously and that the hotel will address these issues through appropriate staff training, as the behaviour I experienced does not reflect the standard of hospitality I would expect from an Accor property. Best regards, Katalin G.

Mercure delivered a great stay. Fundamentals done very well, comfortable room & restaurant with very good food. Only negative was the airport shuttle sitting to pick us up without effort to find us or indicate to us, we were standing nearby. The Mercure sign is on the other side of the van.

Excellent hotel

On check out there was no one at reception or in the office for well over 20 minutes. Another guest had been waiting before us. We looked behind the desk in the office but no one was there to check us out. We both had time issues to leave quickly. Other staff arrived to start work but could not check us out. One staff member was on the telephone to enquire but by this time we were so late. We put our keys in the box and left. A dreadful experience an unmanned reception desk at peak time of the morning during peak season. What is going on with this Mercure hotel?

Spacious and well-equipped room with good AC, shutters and kettle. Good location. Tasty breakfast.

Although check-in was as of 12h, the room wasn’t available and after check-in we waited for more than an hour before the room was ready. Not great with 2 baby’s that need a nap. The room was perfect.

Hotel was good unfortunately we were only there for a short time and am still waiting on invoices to be emailed

Staying overnight after a late flight, the location is great and the rooms are excellent. The pool is always an added bonus.

General good, noticed inconvenient light in room 1215 which switches on from moving sensor. In situation when someone want to use toilet during night suddenly everyone waked up due to light switches on

I got 2 rooms for my family. Rooms were very clean and equiped with everything I need

All i can say is I thoroughly enjoyed the night layover before a flight at the hotel - the hotel, facilities, social areas and food were all superb. The staff were all well presented, highly capable and a pleasure to be around. you got a 9 and nobody gets a 10 as there is always opportunity to improve but I think you will find this hard! 9.5 maybe :)

When I checked in, I asked whether the hotel could provide breakfast to go, as breakfast was included in our rate but we had to leave at 4:00 a.m. to catch an early flight. I was assured that a takeaway breakfast bag would be prepared for us. However, on the day of checkout, I was told that the front desk staff had not shown up for work, so they were unable to provide either the breakfast or the invoice. They took my contact details and assured me that I would be contacted to arrange a breakfast refund and receive the invoice. A few hours later, I received an invoice, but it was issued in my personal name instead of my company's name, and the breakfast had not been refunded. I replied immediately, explaining that the invoice needed to be reissued with the correct company details and that the breakfast charge should be refunded since the hotel failed to provide it as promised. Unfortunately, they stopped responding. As of now, I still have not received a corrected invoice or the breakfast refund. This was a very disappointing end to what should have been a straightforward stay.

I received excellent service and thought the room was spectacular. As always, I was very well taken care of at Accor hotels, which are usually my safe haven when traveling.

Didn’t feel very welcome, felt more Like we were disturbing personnel during their rest time

I am sorry but I would like to share my genuine feedback... I requested for a bathrobe but the girl at reception told me that it's chargeable for 5 euros. I don't understand if it's really the policy or if I was just tricked.