Nice receptionists. Wery good soundproof window in the room, we slept in absolute quiet even though the street could be quite noisy on weekend night. Location is superb in needs of public transport, although the people on the street looked a bit questionable. Anyway we easily survived and that makes an easy 5/5 rating.
My stay at the hotel was excellent. The staff were attentive and friendly, the room was clean and comfortable, and the overall service exceeded expectations. I truly appreciated the smooth check-in process and the welcoming atmosphere throughout my visit.
Subject: Urgent Complaint – Request for Refund Dear Mr. Depercin, I am extremely disappointed with my experience at your hotel today. After traveling for 11 hours with two young children, I arrived on 09-08-25 at 15:15 expecting the quality and service I know from Mercure Hotels. Instead, I was immediately informed that the restaurant is closed on weekends — something not mentioned anywhere on your website, as your own staff confirmed. This left us without a meal option after a long journey. I was also given a room on the 7th floor despite explaining my fear of heights. I was told the first four floors were unavailable due to renovations. Only after I stressed my extreme fear did a room on the 2nd floor suddenly become available. This inconsistency made me feel misled and unwelcome. We were in the hotel for only five minutes before deciding we could not stay under these conditions. I was refused a refund, which is unacceptable given that the problems were due to missing and misleading information at the time of booking. This is not the standard of service expected from Mercure Hotels. I therefore request a full refund within 7 days or an appropriate compensation. If this matter is not resolved promptly, I will have no choice but to escalate it to Accor customer services and share my experience online. I trust you value your guests and your hotel’s reputation, and I look forward to your immediate response.
The hotel is definitely well located with the tram and metro just next to the building. The staff was welcoming and the atmosphere in the bedroom was comfy and quiet. I slept very well. To top it all, the restaurant of the hotel called La Bascule is amazing: the food is excellent and the waiters adorable. I'll definitely come back!
A nice hotel with clean and cozy rooms, well situated, with good food and a very friendly and professional staff. You felt safe, the room and the bed were perfect! Not very many negative points, but for 4 stars, a little more attention to detail is needed. For example, in my room, the furniture was damaged, of course, that didn't bother me at all, but for a 4 star hotel, I expected a little more. Also, in the lobby, there were some clothes on the floor that laid there for more than one night (at least until the next day at 12 pm when we checked out), as shown in the photos. I don't know, maybe they are short staffed in the weekend, but they were lying near my room and it kind of bothered me. Apart from some minor improvements, I recommend it without hesitation.
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