Review Time
We have enjoyed stays at various hotels, which led us to ask our families for gift vouchers as Christmas presents over the years. Unfortunately, redeeming these vouchers has been nearly impossible! When we reach out to the selected hotel, they appear unsure of how to assist us and promise to follow up, but that never happens. We are currently struggling to use the last of them. This is an experience we do not wish to repeat! It's frustrating because purchasing the vouchers is a simple process. I cannot recommend this.
As we quite liked Mercure hotels we requested our families buy us Accor gift vouchers as Christmas gifts over the last few years.These vouchers have been almost impossible to spend! When we contact the hotel we select to stay in they don't seem to know what to do and say they will get back to us, but never do. We are now trying (unsuccesfully) to get rid of the last of them. An experience never to be repeated!The saddest thing is that buying the vouchers is a very straightforward process. I do not recommend.
Despite sending an email to the CEO and General Manager of the hotel in question, I have not even had the common courtesy of an acknowledgement.I wish to complain in the strongest possible terms in relation to our New Years Eve debacle at the Mercure Hotel in Hull.Having spent the last three absolutely superb New Year’s Eve at the venue, we were really looking forward to this years event.Rather surprisingly, how things change though over time.It all started off with no less than a twenty minute wait at reception, the lone member (initially) was dealing with a prior booking, but which she could not at the time locate.We then booked in, initially to Room 126, only to be informed that the lift had been out of action since the previous evening and hadn’t been repaired.This left us in limbo, owing to the fact that my wife (she is 73 years old, I am 78) is unable to use the stairs, as it turned out though, one room (16) was available, had it not been, we would have been out of pocket to the tune of some £280 (£75 each for the function and £130 for the overnight stay with breakfast).While we awaited our starters, I enquired of a young waiter if we could have a jug of water, to which he replied, “You can get it at the bar”.I was completely taken aback, as I had seen other waiters bring jugs of water on request to the tables.On 8 December, we pre ordered a bottle of White Zinfandel Charlie Zin wine, however when I enquired as to its whereabouts, a waiter returned and informed us ‘there was none left’.Suffice to say my wife and I were completely gobsmacked - failing to plan, is planning to fail’ as the saying goes, the upshot being, we had to ‘make do’ with a substitute.Our starters came without incident, so on to the main course - two plates of virtually uncooked beef, which we sent back; the two replacements were not much better, however at this stage we were past caring and only ate the vegetables.Quite clearly, Mercure are ‘cost cutting’, as in previous years there have been beautiful table centre pieces, crackers etc., etc., however this year, a single balloon graced the table.Additionally, no choice of Starter or Dessert.The restaurant manager (who I complained to about the main course), was clearly concerned, because towards the end of the meal he offered us a complimentary bottle of wine which we chose to decline.Overall then, our very much looked forward to New Years Eve turned out to be a complete and utter disaster and a waste of £280 (a Chinese takeaway at home would have been infinitely better), the upshot being, we most definitely will not return again, to top all of that, the toilet cistern in our room, didn’t work effectively !!!!Thank you.Mike Bingham
The following is an email sent (with pictures to evidence) to the hotel, the day after our stay in December 2025, as yet we have had little response from the hotel managers…——Dear Mr. Daniel,I am writing to express my disappointment regarding a recent stay at your St Helens Hotel.My partner, XXXXXXXXX (cc’d), and I booked two rooms for the night of Saturday, 13th December 2025 (Rooms 204 and 205). Initially, everything seemed fine. However, upon returning to Room 205 after an evening out, we found the room warmer than desired and switched on the air conditioning to cool it down at around 11:00 PM.Unfortunately, we woke about 90 minutes later to discover the system was heating the room instead. Despite following the instructions provided, the temperature continued to rise, reaching over 31°C. To make matters worse, the in-room phone did not connect to reception, forcing us to call the hotel using our mobile phones just after midnight.A staff member attended promptly and confirmed the controls had been used correctly but advised that the system was malfunctioning and should be turned off. We requested a room change, but none were available. The staff member then brought a fan, which was ineffective given the heat and the fact that the windows could not be opened.As a result, we had very little sleep, and I suffered a severe headache for the following 24 hours.While I appreciate the professionalism of your staff under difficult circumstances, I believe a refund for Room 205 is appropriate. Room 204 was satisfactory and without issue.I look forward to your response.Kind regards,
If I could rate this hotel minus stars, I would.This review is regarding Mercure Chester Abbots Well Hotel.I stayed at this hotel on Friday 12th December while attending a Christmas event in Chester. What occurred during my stay was extremely distressing and has left me feeling unsafe and traumatised.I left the hotel at approximately 7:30pm. When I returned later that evening, it was clear that someone had entered my room. Three designer items (including bags staff had seen me arrive with), cash, and my bank cards were stolen, and my belongings had been emptied out and spread across the bed, clearly showing the room had been searched.When I immediately reported this to the staff member on duty, I was extremely upset. The response I received was simply “I don’t know how that has happened”. There was no empathy, no apology, and no reassurance.No member of staff came to check the room, ask questions, or assess the situation. When I asked to change rooms due to feeling unsafe, I was told there were no rooms available, with no further support offered.Due to feeling unsafe, I checked myself out at 3am. During this interaction, I was asked “remind me what room again”, followed by “ok love”. Again, there was no apology or concern shown.I was later contacted by the hotel manager on Tuesday 16th December and informed that my room had been accessed at 19:57 using a Mastercard. I was told they were unsure how this Mastercard was created, despite confirming that only staff members have access to these Mastercards. I was also informed that only three staff members were working that evening.I was further advised that the incident would not be investigated internally due to HR-related reasons, which I find extremely concerning given the seriousness of what occurred.Additional safety concerns: • No CCTV in hotel corridors • Anyone can walk through guest room areas • The incident was not reported to management the following day • I had to wait until Tuesday 16th December to be informed of the unauthorised room entryThis was not a minor issue it was a serious breach of guest safety. I am sharing this review purely for awareness and would strongly urge others to think very carefully before staying at Mercure Chester Abbots Well Hotel.Guest safety should always come first.
Nice rooms and nice hotels however don’t get sucked in to their VACATION CLUBDON’T DO IT!plain and simple.We got a bit carried away with all the smoke and mirrors, at the meeting g we were obligated to go to to have our 2 nights of cheap accommodation before doing the math and reading the reviews.. it WILL NOT SAVE YOU MONEY at all it will just limit you. We attended the meeting b on the Sunday and lost 4hrs with our family.. got sucked in.. until we filed to pull out in the cooling off period ( literally the next day bring Monday) 2 weeks later we are still getting the run around with regards to getting our refund. The contract was incorrectly dated too ( with the date prior)Nice to the advantage if the 2 cheap nights away.. but don’t be sucked in.. they will take your money and leave you hanging
I’ve emailed the managers and because they ignored my emails I emailed the ceo of Accor and ceo of Mercure and they have completely ignored me.The rooms are very shoddy and the £20 breakfasts are absolutely appalling I should have read the reviews before booking but lessons learned, unlike the Mercure hotel chain as it seems the service and food are equally appalling in all their hotels no matter what town, city or country.Whatever you do absolutely DO NOT SPEND YOUR MONEY with these charlatans, if they carry on like this they will go bust and it will be well deserved.We stayed at Mercure Dartford brands hatch, it’ll be better to take a tent, ps you have to pay for parking as well!!!!!!
Stayed in Mercure Laxou. Rooms excellent but pity bed had been broken and board support placed under. Not the most comfortable of sleeps. Very good dinner but staff so short on floor that wait time was terrible. Too many guests not enough staff. Not their problem. Otherwise certainly place to stay. Now sitting in an Ibis Styles. If I could - get me out of here!
Food at the Atlantic Tower hotel Liverpool was disgusting. Each meal was for the most part inedible. Breakfast was edible but poor choice and frozen fruit (still frozen). Coffee was undrinkable. Service for the evening meals which were served in a meeting room, not the restaurant was appalling. The waiter kept dropping things including sauces which tipped off the plates. I was on a coach tour (Majestic) and felt we were treated as 2nd class citizens.
I recentley visited the spa at Tankersley Manor in Barnsley. Worst massage i have ever had. I ended the massage early as the therapist was so rough and left scratch marks on my back due to presumably long nails. I was not asked prior or during the massage how i would even like the massage. I raised my concerns at reception and visiably upset asked to see the manager and the best i got was an email, didnt even ask how i was. I then raised a formal complaint! I was completly patronised, the manager telling me, basically i was lying and the marks were redness from a massage (i have had lots of massages and know the difference) despite photographic evidence, i have been totally dismissed and no acknowledgement of any wrong doing. The only acknowledgement was that she was agency staff. I have then contacted Accor via their website no answer, i have then tried facebook messenger, was asked for my details and booking number, again no answer. Appalling service and lack of customer service.
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Accor SA is a French multinational hospitality company that owns, manages and franchises hotels, resorts and vacation properties.
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