Mercure Hotel Berlin City

"My family and I have stayed at many hotels across various countries in the last few decades. Our recent stay at Mercure Hotel Berlin City during the Berlin Marathon was by far the most disappointing guest experience we have ever had - not just because of the accumulation of failures at the time and subsequent lack of reaction by the local hotel management team, but also because of the dismissive response from Accor’s corporate team at every level afterwards. Upon checking in, the receptionist was neither particularly welcoming nor helpful, advising no room was available for us yet and we should come back from 15:00 - not the best start to our stay, provided other guests checking in at the same time were getting their rooms immediately. Only when another staff member intervened did we learn that a room had been available all along. A few days later in the breakfast area, I also experienced a frustrating interaction with the staff member in charge of room number check that day : after giving ours and proceeding to the buffet, the same employee caught up to me, insisting - wrongly - that the room number was incorrect. I had to follow him back to the reception area, where it took several minutes to clarify the situation. This was both embarrassing and unnecessary, and clearly the result of poor training and internal miscommunication. Not reflective, again, of the standards expected from a Mercure establishment. Our room on another note, while visually pleasant, also felt cramped. Finally on marathon day, we encountered a far more serious issue : a full blown sewage "waterfall" in the reception area (see pictures in attachments), accompanied by an overpowering smell. While on my way to / back from the breakfast area that morning, I noticed a terrible (sewage) smell. Half a day later in the evening, that situation had gotten out of control : we were met with a horrendous smell and a full blown sewage leak from the ceiling and live lighting fixture onto the flooded reception area, with the obvious health and safety risks posed by the combination of live power and water, while staff were discussing the food items contamination in the adjacent catering space. Again, hardly the kind of issue one would expect from a Mercure chain hotel or international standard establishment. Given the accumulation service failures, a serious sanitation incident, and clear safety risks we experienced, we requested a partial refund of our stay. Despite the extent of the inconvenience and the clear deviation from the standards expected of an international Accor brand such as Mercure, the General Manager at Mercure Hotel Berlin City insisted they would not consider our request. Furthermore after escalation to the highest level at Accor’s corporate team, and to the executive level (Guest Service Executive Department, Chief Loyalty & E-Commerce Officer, and finally Chairman & CEO), we were again met with a template-style dismissal. This position obviously did not acknowledge the accumulation of failures and the accumulation of missed opportunities for corrective actions since then. So much for customer care, accountability and brand standards, Mercure Hotel Berlin City and Accor Group levels of professionalism and accountability ..."

"This was my fourth time staying at this hotel. I booked here for 6 nights recently as needed to get away ahead of my father's funeral. I had to cancel my previous booking last minute, for which they were very understanding and sent condolences. Like my previous stays at this hotel, it was another perfect stay. The staff are amazing as always. And the location as usual, was perfect for getting around. I actually purchased a 6 day Welcome Berlin card, but hardly ever used it as I could walk to most places. The Brandenburg Gate is only a 1km walk from the hotel. As the weather was perfect autumnal weather, it was lovely to walk without purpose and finding hidden gems as you walk around the city. My room was on the 5th floor with garden view. Again, very quiet and had no issues sleeping, especially as the bed was comfortable and extra pillows if needed, which I did. Breakfast as usual was a vast selection for all tastes. Whether I missed it on my previous visit in July, or the pancake station has returned. Which is lovely warm fresh pancakes with a selection of toppings. Really looking forward to my next stay here. It wouldn't feel the same staying elsewhere."

"I stayed at this hotel recently and had a nice experience overall. It’s a good hotel outside the touristic city center, with a good price-quality ratio. The area is quiet and safe, close to the central station, and it’s very easy to reach the city center by tram or metro, it takes about 15 minutes. When I arrived, my room had two single beds instead of the king-size bed I booked. I went to the reception, and a young receptionist told me that “this is the German style” and that they didn’t have rooms with one big bed. I didn’t know, so I believed it. Later I doubled check the hotel’s website and saw that they do have rooms with one big bed. I felt a bit disappointed, but I didn’t want to make a problem about it. Later, I asked for a bathrobe at reception. A lady told me that bathrobes were only for higher room categories. But the information in the room’s QR code said clearly that guests could ask for one at reception. When I mentioned this, she gave me a bathrobe right away. I also talked again about the bed problem, and another receptionist told me that sometimes the photos on the website don’t match the real room type, so it’s good to double-check when booking. Even with these small issues, my stay was still good. The room size was fine, and the hotel was quiet. On the night of my birthday, the lady working at the bar was so kind! She brought me a glass of champagne to celebrate with my boyfriend and even gave me a small gift. That really made me happy. But the person who truly made my stay special was Mikalina, the lady at breakfast. I didn’t have breakfast included, but I always went down for coffee, and she welcomed me every morning with a big smile. She is such a sweet and kind person, and her positive energy made my mornings so much better. Thank you so much, Mikalina, for your amazing attitude and for starting my days with such warmth and joy!"