Mercure Avis 9

Thieving staff

Left my AirPods on the side table, manager said they aren’t there, for several weeks now the AirPods have been travelling from a near by block of flats to the hotel several times a week.
No compensation, no replacement AirPods = never staying at a Mercure again.
Zero stars not available.

terrible hotel , very unlcean , manageress is rude and unhelpful and very dated and old in the roof plus damp in there as well avoid booking there are much better places you can go to

This hotel is well located centrally at the heart of New Town and within walking distance of shopping, dining and tourist attractions. But I am appalled at the state of the hotel. You would think that after 2 years spent managing Low travel volumes due to covid, Mercure and the Accor group would want to attract guests to return. With my experience, i think this hotel lacks the Scottish hospitality I have become familiar with all these years wt other establishments. Here’s my list of complaints. 1) old furniture - chair with leather disintegrating that bits of leather came off onto my pants. 2) haphazard housekeeping service… my room was left uncleaned even at 3.30pm when I returned one day. 3) broken tv …it looked like it hadn’t been repaired for years. The cable had been yanked out. 4) wifi unstable constantly 5) conditioner bottle came off the wall and sat on bath tub ledge for them to repair and it’s still there. 6) Room is so dusty and stains on carpet had been there for years.

I am still at this hotel unfortunately and will leave this Wednesday. I will never return and will raise this with Accor senior management when I get back.

We booked two rooms for one night here then went on a 4 day whisky tour to Islay then returned here for 3 further nights. The rooms on the first night were okay although there were stains on the rather worn carpet and mould on the tiles in the bathroom. For the other 3 nights the rooms were very shabby and were not visited by housekeeping during our stay. In fact we had to ask for clean towels and toilet tissue. Breakfast was acceptable. We only ate in the restaurant on one evening. We had a drink in the bar before dinner and were surprised to be hit with a 10% service charge on top of the expensive drinks. Equally surprising was a further 10% service charge on the dinner bill when the service was poor and food only ordinary. The worst complaint however involved luggage storage. One main reason for booking this hotel was that they advertised luggage storage. This was important as we were restricted to one cabin bag each on the whisky tour but had another small suitcase for the remaining stay in Edinburgh. I had telephoned the hotel some weeks before our visit to check that we could store the suitcase at the hotel whilst we were on the whiskey tour and was assured this would be fine. I checked again with the receptionist who checked us in on the first night and was again told this was no problem. Come the next morning when we had an early start I was told that no it was against hotel policy to store luggage for more than a few hours and that there were luggage lockers at the bus station we were leaving from so I was forced to spend £84 to store one suitcase for the weekend! When we returned to the hotel I complained at reception but was told again that it was hotel policy not to store luggage overnight. I was told that if I wished to make a formal complaint I should email them. This I did on my return home requesting reimbursement of £84. I received a reply apologising that the situation had been handled poorly and offering a one night complimentary stay in the hotel in Edinburgh. As we live in Oxfordshire this was totally impractical and would have involved an expenditure of over £500 to get to Edinburgh. I replied firstly asking if we could stay in a Mercure hotel closer to home or if not I wanted reimbursement of £84. We were offered a stay in an hotel in Gloucester but this would be only a standard room and would not include dinner or breakfast. I declined this offer and once again requested a reimbursement . This was refused so I am now out of pocket. I will never ever stay in a Mercure hotel again.

I’m giving 2 stars here, my friend and myself had booked for an afternoon tea yesterday through 5pm site. We arrived really early but said we had booked for 3.30 but we would just like a coffee to relax after doing some shopping and the weather was miserable. We we’re put a table in a corner next to a wall away from the main area like the naughty corner. We were asked what we’d like and said 2 coffees. We waited and waited and waited. People were arriving and being and being served and we sat there with nothing. I said to my friend are we in a Harry Potter film or something is this corner invisible. Eventually after 20 mins we were served our coffees no teaspoons we had to ask for those. The guy didn’t charge us for our coffees. We sat and then ordered 2 gins and tonic those came with lemonade. Anyway we sat and chatted and at about 2.30 pm we were told to go and sit by the window for our afternoon tea an hour earlier than previously booked. We were told that if we didn’t go now we wouldn’t get a a table where they serve the afternoon tea. The afternoon tea was lovely I must say. But to be honest it wasn’t the relaxing atmosphere my friend and myself expected. I know things are not “normal” just now but I don’t think the staff knew exactly what they were doing. We felt rushed at the end unattended at the start. I wouldn’t recommend this hotel for a quite relaxing afternoon.

Don’t stay here unless you can sleep in a sauna. The towel heaters er on full and the reply from reception are that they cannot do anything about it !!!!!!!!
Breakfast are ok. Remember earplugs!!!!!!!

Worst hotel I have ever stayed at. I paid £400 for a "privilege room" the room was tiny, and overlooked the hotels stairs. When I asked about moving my room they told me "I already have a view of Edinburgh Castle" to then realising I don't and there is nothing I or they can do about it. Even though I paid extra for a view. The bed was like sleeping on wood and the staff was extremely unhelpful when asked about anything. I cannot express enough how disappointed I am with the service I received and experience I have had.

Stayed here for two nights, very disappointing, paid for a privilege room to find the window was broken and wouldn’t close and the view looked out onto stairs and a brick wall, when asked staff for an upgrade they were very unhelpful and didn’t seem to want to help, not worth the money you pay, could have found a better room with more space and a comfier bed in a Travelodge. Bed was terribly uncomfortable and you could barely swing a cat in the room. Bar staff were rude and didn’t seem to speak much English so communication was very poor. On the other hand, we had breakfast included which was lovely and the restaurant staff were very welcoming and pleasant. Over all I wouldn’t recommend staying here, Edinburgh is beautiful but I will most definitely stay at a different hotel when I come back.

I had 3 rooms booked at Mercure Edinburgh Princess Street since February. On March I booked an extra room.
I was the tour manager for a band and before starting the tour I logged in my account at accordhotels.com to make sure everything was alright. I noticed my last reservation wasn't there. I thought it was rather strange since I always triple check all the reservations when I am travelling on such a big group but I trusted Mercure that I had made a mistake. I then booked another room for two nights for the same dates (16/04 to 18/04). I paid £196 for it on the 10th of April.
When I arrived at the hotel I was told I had 5 rooms booked. I explained the situation to the reception desk and to the manager but they were nothing but cynical and told it was unrefundable and there was nothing I could do. I cancelled the reservation just the same.
I logged in again and saw that the reservation was now showing under the code CFGBTJXZ so I emailed the company explaining the situation. I haven't received a reply ever since.
I would have believed this had been a system error but since no one even tried to give me an explanation about what happened I am now sure it was a scam. I am never staying at any Accord brands again. Beware!