Mercure Hotel Berlin City

Check-in/check-out was just like an automatic process, no warm welcome, no appreciation for being loyal, though it was my second time in the hotel. Before arrival I sent email asking for possibility to have early check-in around 10am. No reply. After few days I sent another email, but again didn’t receive any reply. I made online check-in mentioning my arrival time. When I came to the hotel around 10 am room was not ready, and front office agent told that it will take one hour for the room to be ready and offered to wait in relax bar. I accepted it. After one hour when I came to the reception, he told that room is not ready, and he doesn’t know when it will be ready. When I questioned why in this case one hour ago he told that room is getting ready, the guy replied quite rudely that he didn’t promise it and that check-in time is 3 pm. Only once I mentioned that all my emails were left without any reply, and when I asked to give a call to house keeping team to check the cleaning status of the room only after this I received key from the room. The room was ok, but the pillow just horrible - half empty. When I tried to reach mercure quality manager next day in the evening and dialed 2424 that supposed to be answered 24/7 there was no reply, though I tried to call few times. Only when I called to the reception the call was answered and I asked to change the pillow. My question is if you have the flyer in the room for mercure quality manager assistance stating that he/she available 24 hours at any time, it should be like this in reality. F&B team is great, especially welcome lady at main restaurant who always welcome you with smile, and so enthusiastic that even if you still feel sleepy you will be awake from her wishes of having good day. Also the team in relax bar attentive, when on arrival day I was waiting for the room to be ready, I decided to have breakfast and wanted to have omelette that was not included in the menu list. I asked the waiter possibility to have omelette and was expecting to get rejected, however he was super polite and attentive and told that of course it is possible and he asked from main restaurant to make it ready as it was still during breakfast time. Check-out also was just like with robot, no question how was the stay, no emotions or friendly approach, I felt like I need to thank for the stay, not her.

I stayed for two nights and was very happy with the overall experience. The hotel location is extremely good and it has very modern renovated facilities. The rooms are a little bit small, but they are good for short stays and single occupancy.

All of the staff were helpful. The room was a decent size and clean...but no English tea bags in the room and bins not emptied during the 4 day stay.

Nice rooms, but tur Internet connection did not function very well and breakfast was expensive.

Roughly my 10th visit here. Unfortunately there was an unannounced fire alarm in the morning (installation of a new system I later discovered). I went down to reception (dutifully not using the lift) only to find it was being ignored, the lift used, work continuing etc. I was told the reception staff only discovered it would happen "5 minutes" beforehand. This is poor practice: guests should be warned (a notice appeared afterwards!), otherwise the building should be evacuated properly. I was told rooms couldn't be contacted to inform guests (the phone system should be updated in that case to allow communal calls). The reception were pretty casual and just continued to work through the alarm. They didn't seem to understand why one might evacuate the room if the alarm goes off! I also reported a loud persistent whistling in the room from a poorly-fitting window. The receptionist noted it, but nothing was done. In the evening I reported it again and was promised someone would come up in 5 minutes, 15 minutes later I phoned again, and was told they had been too busy! Finally a friendly receptionist did attend and after banging the window open and shut half a dozen times solved the problem temporarily (although it couldn't now be opened). He kindly offered better Wifi as recompense (which seemed difficult to use if you had already got online the slow way!) and a small glass of wine, which was nice, but a repair during the day would have been better for everyone! Usually a great place to stay (well located, clean, good rooms, efficient staff), this was clearly just bad luck on this occasion.

Great hotel. Staff were lovely and always friendly. Food was good. I will stay here again.

The hotel is very well located. Best price quality ratio.

Very welcoming, warm hotel. This hotel was very quiet which is an added bonus as it is in the mitte district in a busy part of Berlin. Close to many sight seeing attractions. Highly recommended.

All went very well, efficient check in, comfortable clean rooms and a very enjoyable breakfast. Staff are friendly and efficient

I like the hotel, location and the rooms. The problem this time was, that I only got a smoker room for the first night. This was really bothering me. The reservation contained the request non-smoking. I think meanwhile it is not really acceptable anymore to ignore this type of request.

Very freindly staff - especially the welcome feelings at the breakfast was an expirence.

it was great. the hotel staff was very kind and welcome us and help us on all the things we need, in any time.

Great service, beautiful clean rooms, quiet. The design of the hotel is fantastic, great location and good vibes at the lobby. I loved it.

The hotel was clean and the room was nice. The only complaints I have are regarding the bill. The woman who was checking us in did not ever indicate to me that I was going to be charged 32 Euro a day for breakfast, and in fact, I never had breakfast one time during my stay (as I did not know that I was paying for it). I reviewed my bill at checkout and was told about the breakfast charges. I asked if they could be removed because I had never been told that this service was added onto my reservation, nor did I ever eat breakfast at the hotel. I was really dissatisfied with the answer that "no, the charge could not be removed." I asked if there was someone else qualified to remove the charge and the answer was simply, "No, I'm sorry." This ended up costing my company about $120, which is outrageous, given that this was an additional service that I never requested or used.

Very good service I appreciated the concert last thrustday...Nice We came back soon