Accor Recensioni 44

I am really upset by a recent visit to Mecure Brands hatch.
We for one night. As a married couple with three children we do not get much quality time together. We stayed up until about 3am and then fell asleep. At 8am we were rudely awaken by extremely workmen who were cutting trees down. They were also very loud shouting to eachother. We tried to go back to sleep but were unsuccessful because the noise was still going on at 11am when we decided to leave. We also had maids that wanted to clean our room who tried to open the door and knocked on three seperate occasions, the first time being at 9:30am , they couldn't get in as we had locked it from the inside, this should not have been happening as check out isn't until 12pm. When we left we went down to the reception and was met by an extremely rude manager. He could not have been less interested about our experience. We tried to show him a video we had taken of the noise and he spoke over it, we then tried to show him again and he dismissed us stating that he had already heard the noise and doesn't want to see it again. I then asked if we could have an email address to complain to and he said yes you can have mine and complain to me, I said I did not want to do that as he wasn't interested and that I would like to complain to someone else. He then said that the tree cutting wasn't even on hotel property, however it was 8 foot away from our bedroom window and a fence doesn't stop the noise. We are really unhappy with how the stay went due to the noise and the manager on duty. And what makes this whole thing worse is that the only person we can complain to about the manager...is HIM! It's ridiculous!
Thanks

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 entry

This 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.

Honte à vous ,hôtelier de Brugge qui n’hésite pas à faire payer un supplément de plus de 100 euros pour occuper votre chambre pour Personne à Mobilité Réduite ( PMR ) alors que c’est strictement interdit par les lois belges sur les hébergements hôteliers .Vous avez été accueilli pour construire un hôtel près de la gare de Brugge mais vous n’hésitez pas à en faire payer le prix fort aux personnes handicapés qui ont besoin de la salle de bain facilement aménageable car neuf .Honte à vous

Nice rooms and nice hotels however don’t get sucked in to their VACATION CLUB
DON’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!

très cher pour la qualité des services. chambres minuscules avec lavabo et baignoire dans la chambre alors que d'autres IB ont une SDB séparée. le personnel renvoi automatiquement vers le restaurant du Mercure à proximité qui est aussi cher pour une qualité médiocre...

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.

Ik heb 1,5 Week geleden een hotel geboekt in Mercure Hotel in Duisbrug.
Toen wij daar kwamen begon ons nachtmerrie.
De kamer was erg stoffig en te klein voor ons gezin van 4 personen, de badkamer was ook klein, geen bad.
De volgende dag gingen we ontbijten》 ontbijt was te chip heel weinig keuze.
We wilde zwemmen met de kinderen het mocht niet vanwege de temperatuur??? Ze hebben dit niet vermeld op de website. Dus heel de weekend was de zwembad gesloten.
We kwamen met de kinderen vanuit Nederland om leuke weekendje weg te hebben maar was jammer niet het geval.
De kamer was ook te warm de airconditioning werkte niet. We hebben bij de balie doorgegeven maar niemand is geweest om het na te kijken.
We hadden in ons boeking ontbijt en dagelijks 3 gangen menu diner..hiervoor hebben we 120euro ervoor betaald,pech was het voor ons wij waren om 18:30 bij de Restaurant alle lampen waren uit wat een verschrikking dus de restaurant was gesloten. Na het bewijzen dat we hebben ervoor betaald konden we eten , niet in de restaurant maar bij de Bar terwijl andere mensen voetbal zaten te kijken.
De menu's waren ook niet zo geweldig maar de kok heeft wel zijn best gedaan om snel wat te maken zodat wij als nog konden eten.
Uitsluitend , hebben we besloten om ipv zondag op zaterdag uit te checken. Ik ben ook ziek geworden van de stoffige kamer.
Echt jammer voor de kinderen .
We hebben zomaar ons geld uitgeven voor een slechte hotel sorry.
Van de balie medewerker kregen we te horen dat de manager op zondag zou komen maar ik kon niet meer in die kamer slapen

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.

Hotel Reims Parc des Expositions
Served raw chicken in the restaurant and unknowingly ate it. I did not realise until half way through the meal so I had to go and vomit my meal into the toilet. Obviously they removed my meal from the bill - and apparently I was supposed to be happy with that.

Our entire evening was ruined. My son was crying as he could see I wasn't feeling well and stopped eating. My daughter stopped eating as she had the same chicken and was worried she was also going to be ill with food poisoning.

Nobody came over to apologise. In that situation the Manager should come over immediately.

Upon asking for the bill, they still expected me to pay the full meal and really could not /refused to understand why I was so upset. I was really frustrated with the lack of understanding.

The restaurant "manager" did not have the skills and level of responsibility to be able to deal with the situation and eventually called her director and offered me 13 euros. I had to stand my ground to even get that. She kept saying she couldn't understand how it had happened and it was the kitchen's fault.

We spent 257 euros on a family room to have a pleasurable final night of our our ski holiday and it was completely spoilt.

I still feel sick and I am worried I am going to have food poisoning on the way home.

My husband also has had to come back to the room quickly with diarrhoea, he ate the chicken fricassee.

We have stayed here 3 years running, we will never return.

I stayed in the Newcastle golf course hotel. I use my ACCOR points to bring the bill down to £12.64 I even received confirmation of the payment from ACCOR. The credit card bill showed a different story And I was charged £189. Since that point I have emailed countless times to different people made complaints and not once has anyone ever responded even when making an official complaint I had one email back when I emailed the general manager of the hotel, he said he had not heard anything about this and would get back to me, as expected I never heard from him again and any subsequent email to him was completely ignored.

This is blatant theft and it's a serious crime and as a result I have not stayed and will not stay in any ACCOR hotel ever again. I've even managed to get my company to stop booking hotels with ACCOR as a result.

Please stay with another chain and don't let them steal your hard earned money.

My stay over the Festive period at the Fairfield Manor hotel in York from 24th December to the 28th December 2023 was the most unhappy Christmas I have ever experienced. The host from "GoSingles" the organisers was a gentleman called Gary who by all accounts had come over at late notice from Turkey.

Christmas Eve began with a meal around 19:30. All the guests had prefilled their choice of meal through the “GoSingles” organiser Beth Austin.

Our names were written on a piece of paper with our choices and put on the table at our designated seats. The meal was served but there was still confusion about who had ordered what, so it seemed pretty pointless to prefill the form in. Guests expected half a bottle of wine which their meal because it appeared on the “GoSingles” website. I overheard a member of staff speaking to Gary and the gist of the conversation was that the website was wrong, and wine wpuld be charged to their room.

There were clearly not enough staff on duty and a few guests were left waiting by the bar to be served with other drinks, but no one was available to serve them for some time. The meal was below what I would expect as it was so bland.

On Christmas Day the meal was terrible. It was tasteless, and I could have cooked Christmas dinner myself better than that, even though I am not a chef! I never saw the chef so have no idea if they had a qualified one. The so-called roast potatoes tasted like warmed up “Aunt Bessies.” I had to ask during the meal for cranberry sauce which I have subsequently been told by the Mercure management was on the table, but I had not spotted it! So why did the staff go and get some cranberry sauce if it was already there? The gravy arrived when guests had eaten about half their meal. Gary the "GoSingles" host had made no effort to go to any table and ask if everyone was happy. A few people on my table complained that the wine was not supplied and also about the poor quality of their meals. All we got from Gary was that:- “I can get your room changed, but I can do nothing about what comes out of the kitchen!” Whilst that may well be true, he could at least have said that he would pass it on to the management at the hotel. It fell on deaf ears, if indeed he even heard me as so many people were talking over each other at the time. I am afraid that his attitude was dismissive, and the impression I got was that we were lucky to have him at all as he was filling in having come over from Turkey to help out. He could at least have made the effort, and I know that I could have done a better job as a host, yet he was paid to be the host at the hotel. Nice work if you can get it! He was a pleasant gentleman but that is not the point. As a host he did not appear to be interested in guests concerns.

On Christmas day in the evening, I decided that I had had enough and would go home. I handed my room card to reception and went to my car. However, the reception manager chased after me in the car park and said that I was not due to leave until the 27th December 2023. I explained my reasons and he was very apologetic. He invited me back into the hotel and we had a chat. He agreed that the host should have passed on any guests’ dissatisfaction to him.
The Manager took me back in to the hotel and brought me a drink, so it would not have been wise for me to drive back to the south coast. I left after breakfast on Boxing Day and another guest left on Christmas Day. I had paid twenty pounds for the trip to York on that day, but it is not about the money, it is about whether you are happy where you are staying.

Needless to say I received the standard response from "Mercure" saying that I was the only one to complain. Yes that old chestnut again. Guests compained at the time of the meal, but rarely do guests go online to express their feelings as it is so time consuming, and people just want to put it all behind them. I understand the hotel is a franchise, and having contacted the higher management on the website "CEO e-mail addresses" regarding my concerns. I received no response which is what I expected. They want the accolades, but not any feedback as to how they could improve.

Now I know why it was a "cut price" Christmas break. Untrained staff thrown it at the deep end which led to poor service. I treated the waiters with respect as I knew it was not their fault for all the failings. Quite where the 5 star reviews have come from for this Festive break astounds me. I think that they should prove that they were guests at the hotel and not a friend or a member of staff.

I don't think the "Mercure Hotel" in York or "GoSingles" the organisers are interested in customer feedback. They will probably blame each other but of course keep the money they have received from unhappy cuatomers without accepting any liability for the poor service. I have given one star because my room was of an acceptable standard..

TURNED UP AT HOTEL TODAY FOR TWO NIGHT STAY TO BE TOLD HOTEL CLOSED DOWN

STILL WAITING SOMEONE FROM GROUP TO CALL ME BUT TURNS OUT THE NAME IS A FRONT NOT A HOTEL CHAIN DONT BOOK WITH THIS GROUP UNTIL YOU HAVE CALLED HOTEL TO CHECK STILL OPERATING I GOT AN EMAIL YESTERDAY TO CHECK IN ONLINE THEN TOLD BY WEBSITE AS I PAID IN FULL In advance ON LINE CHECK IN NOT REQUIRED

Anthony Hodges

Right now we are very very dissapointed with Mercure Accor, while they closed our favorite hotel Mercure Mitte Berlin.

They are going to host refugees, and dont give us notice less than 3 weeks.

They write: We offer you to change your reservation to a hotel free of charge. You will not incur any additional costs for this. We ask for a short confirmation
Please let us know if you would like to cancel the booking free of charge or if we can help you find alternative accommodation.
Alternatively, we have booked you into the other hotel at no additional cost.

The email came saturday afternoon. Still no answer on email.

Very poor customer service. The front office staff are dishonest and dismissive, while the central complaints procedure is extremely slow and dismissive. A company to be avoided