Mercure Baku City 4 stars

I'm writing to express my extreme disappointment and frustration with our recent stay at your hotel. Unfortunately, our experience was marred by numerous issues that made our stay extremely uncomfortable. Hygiene was a major concern. The toilet was used and left unflushed, with urine on the seat and floor, before our check-in. The carpet and sofa had noticeable stains. The leaking shower was a major inconvenience. The room's comfort was also lacking. The bed was ridiculously short, with half of my leg hanging outside when sleeping. It was my first time experiencing this, and I'm shocked that a hotel like Mercure would use beds meant for children. The door opening directly to the elevator exposed the entire room, compromising our privacy. The noise levels were unacceptable, and the constant electricity humming sound was disturbing. The staff's behavior was the most concerning. They assumed we were Pakistanis and made comments implying that we raised the hygiene issues because of our supposed nationality, suggesting we were prone to making such complaints. We understood the comments, and I'd like to clarify that we are not Pakistanis. Regardless, such stereotyping is unacceptable and unprofessional. We also observed a room next to us being rented to a suspicious group for only a few hours, with loud voices. This raises serious concerns about the hotel's practices and makes it unsuitable for families. I hope you address these issues promptly and take necessary actions regarding the staff's behavior.

We recently had the pleasure of staying at Mercure Baku City with a group of friends and colleagues, and it turned out to be a truly wonderful experience. Despite an unfortunate situation, the hotel team went above and beyond to ensure we were comfortable and well taken care of. We were especially grateful for the gestures provided and for arranging a meeting space for us to work, which was extremely helpful for our group. A special thanks to the General Manager, Elchin, for his kindness and professionalism, and to the Front Office Manager, Gurshad and his whole team, who was incredibly accommodating and supportive throughout our stay. Their genuine care, flexibility, and dedication to guest satisfaction turned what could have been a stressful situation into a memorable and pleasant experience. We truly appreciate the hospitality and would gladly recommend Mercure Baku City to anyone visiting Baku.

When the conflict in the Middle East began and our flights back to Dubai were suddenly cancelled, our group of travelling Heartists found ourselves unexpectedly needing a place to regroup in Baku. Naturally, we headed to Mercure Baku City, and we could not have made a better choice. From the moment we arrived, the team welcomed us with exceptional warmth and understanding. A special thank you to Front Office Manager Gurshad Novruzlu, who immediately reassured us that the hotel would support us in any way possible. Late check-outs were arranged, a meeting room was made available for our group, and tea and coffee were always on hand as we worked through the uncertainty around our flights. The team also assisted with laundry, which was handled with impressive speed and efficiency—something we truly appreciated while being away from home longer than planned. Most importantly, every member of the team ensured that all nine of us felt comfortable and cared for during a very uncertain time. Their calm, proactive support made a stressful situation far easier to navigate. A heartfelt thank you as well to General Manager Elchin Zeynalabdin for personally connecting with us during our stay. Guest connection and emotional intelligence are the true measures of hospitality in moments like these, and your team demonstrated both beautifully. Thank you to the entire Mercure Baku team for looking after us so well. Your kindness will not be forgotten.

Reception team the best

Nice amenities upgrade and amazing staff