**Disappointing check-in experience** My reservation started on 2 October, and I arrived on the morning of 3 October. The front desk receptionist, Dilan, made the check-in very unpleasant: - She largely ignored us and would not accept our web check-in confirmation. - She wrongly treated our arrival as an early check-in and refused it, even though our booking already covered the night of the 2nd. - She would not let us into our prepaid room. We only got access after we went to a second receptionist. - She was rude and asked uncomfortable questions such as "Who confirmed your stay here?", as though our reservation weren't valid. - She did not tell us about the hotel facilities, such as sauna. - Her behaviour showed clear elements of racism. We were treated differently from other guests. But the other receptionists were good and professional, except Dilan or whoever it is, she was unnecessarily rude to us. As an ALL Accor Gold member, I expected at least basic courtesy. I hope management will look into this seriously with the front desk team.

I was in charge of a group solution, which was a real pain.

No drink making facilities, even water in the room !

As an Accor member, my 2-night stay (Oct 1–3) at Mercure Zürich City was a disaster: ​Unannounced Entry: On check-out morning (Oct 3, 8:16 AM), a housekeeper unlocked my door and walked straight in WITHOUT KNOCKING. Shocking violation of privacy. ​Keycard Failed & Staff Faulted Me: Card stopped working on day two. Front desk claimed I had two separate bookings and insinuated I changed something myself. Zero apology. ​Useless WhatsApp Support: No room phone. I messaged their official WhatsApp support, but never received any reply to this day, forcing me to walk down to reception repeatedly. ​Contradictory Housekeeping: They skipped cleaning on day two claiming service is "upon request only," yet barged into my room unannounced early on check-out day. ​Ironically, ibis Styles Bern City is far better than this hotel. Zero accountability and rude staff here.

The rooms were were cramped and we were given a room where we had to walk a long distance even though we had many bags. No one helped is with our bags. The room was not cleaned properly and had lots of dust. Really subpar experience. We decided to book due to positive experiences at other locations worldwide. Zurich mercure was really subpar.

I had a rather mixed experience during my stay at Mercure Zurich City. Shortly after checking in, I noticed that the temperature/ventilation control in my room did not appear to be doing anything. I went to reception to ask about it, and the gentleman at the desk told me he would send a technician. What I found particularly frustrating was the condescending way the situation was handled. Rather than simply explaining to me that the system was ventilation rather than traditional air conditioning, and that the wheel on the wall was not actually functional, I was left waiting approximately 15 minutes for a technician. When the technician arrived, he then proceeded to explain the system to me in an extremely patronising, almost “talking to me like I’m five” manner. It felt very much like I was being mansplained something that I was perfectly capable of understanding. I work as a Front Office Manager myself and have worked in several hotels, so I am very familiar with hotel ventilation and climate-control systems. I was not confused about how air conditioning works — I simply assumed that the control on the wall was functional because, quite reasonably, there was a wheel there that appeared to be designed to control something. A simple explanation from the receptionist when I first went downstairs would have resolved the entire situation immediately. Instead, I spent 15 minutes waiting for a technician, the technician’s time was unnecessarily taken up, and I was left frustrated by being spoken to in a condescending manner. The actual ventilation system was not the issue at all; the way the situation was communicated to me was. Later, I wanted to make a coffee in my room and realized there was no coffee machine or coffee/tea station. I checked my original booking to make sure I had not misunderstood the room category. I had booked a Superior Room, which according to the room description should be larger and include a coffee and tea station. My original room did not appear to correspond to the room I had booked. I therefore went back downstairs to reception. The lobby was very busy, so I ended up waiting at the bar before I could speak to someone. The receptionist then simply handed me a new key to another room. There was no explanation of what had happened, no apology, and no acknowledgement that I had apparently been given the wrong room initially. I found this quite unacceptable. Mistakes can happen, but when a guest has clearly been given a room that does not match what they booked, I would expect at least a brief explanation and an apology when the mistake is corrected. That said, the new room was great and appeared to be the correct room category. Once I was in the correct room, I had a very pleasant experience with the accommodation itself. I would also specifically like to thank Lily and Ali from the bar. Both were exceptionally kind, welcoming and friendly, and you could genuinely tell that they enjoy their jobs. They created a very positive atmosphere and really added a nice touch to my stay. Overall, the biggest issue for me was not that problems occurred — mistakes and misunderstandings happen in hotels. It was the way they were handled, particularly the condescending communication at the beginning and the complete lack of explanation or apology when I was apparently given the wrong room. As someone who works in hotel operations myself, I know how easily both situations could have been handled differently and turned into non-issues.

Rooms were nice but could use more lighting.

Shower head leaks. Shampoo bottle fell off wall. towels thin and small. room freezing. plug sockets not working. iron not working. They had more interest in the Viking river cruise group. All this for CHF 300 per night. as someone that uses this hotel each month, I am not pleased.

Very expensive stay, 280 francs. When I arrived, many signs saying " please try self check-in". I do so, putting in all requested data only to come to the end with a notice " no room assigned, go to front desk". There I must wait in line. When it is finally my turn (only 1 person working réception desk), that person has to go find the manager to assign me a room. Finally, I do get my room, despite the high price, not even a coffee maker in the room. Very disappointing service for high price of the room

Loved my stay there! The bed was very comfortable and the staff were helpful, the gym was also well stocked for a good workout. Great spot as the main stain was only one stop away. Big shout out to Sebastian who was accomodating with my requests. Thank you!

My husband and I had a terrible 4 night stay at the Mercure City Zurich. We checked in with Viking for 2 days and given a room that felt like a sauna. We approached manager, Sebastian, who stated air conditioning could not be controlled and promised a room change. After some time we were told no other rooms were available. On day 3, now under our own reservation, we asked to move rooms. That evening our key card did not work. A receptionist tried her master which did not work also and technician was called. This delayed our dinner as no access to our room. Sebastian did help with this When checking out, I asked to have one days breakfast fee removed as compensation. This was done but after we left hotel they reversed that compensation without letting me know. I would NOT staying at this hotel because of the inability to control climate in rooms and because location is no where near Old Town and no restaurants nearby.

No possibility to lower air con Room was not clean, mini bar was not restock

There are two saunas and one steam bath. Also cold fog and a lot of indoor and outdoor resting area. Great experience.

Positives: The reception manager and team very friendly, professional, and helpful. The hotel has a pleasant atmosphere, and the room was spacious and comfortable. Negatives: Unfortunately, several technical and service-related issues. The payment terminal was not working, the TV (German channels) constantly lost connection, the room key card failed to open the door, complete power blackout in my room due to a faulty fuse, the sink was clogged. Provided quiet room was located directly next to the railway tracks and windows provided insufficient sound insulation. The service ladies in the bar/restaurant unfriendly and ignorant.

It is too hot in the room, we complained several times in the front desk but we were informed that they cannot change the thermostat temperature. It was too hot that my husband got sick colds , cough and fever. They gave us a small fan, which we didnt use coz it wont help to cool the place. Out refrigerator is broke and they couldn't fiz it. I was in a privilege room coz I am an ACCOR member but I was disappointed for the issues not being resolved. The room temperature is very uncomfortable " HOT" .

Hotel is a short distance from the train station, with convenience stores nearby. The staff can be more hospitable.

Tried the self-check. Was OK, but took a lot of time. Was upgraded to superior ;O) and saw now that a proper cup has replaced the crappy cardboard stuff.

Great location- Great comfort

Service was a little rushed, no technician to fix our tv during our stay, jacuzzi was not working and that was a major part of why we came here. And of course they had no plans to fix anything and brushed us off.