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
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Accor SA is a French multinational hospitality company that owns, manages and franchises hotels, resorts and vacation properties.