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.
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