Hotel Merkur Czech Leading Hotels

"We booked a Standard Double Room for three nights for a birthday trip, and unfortunately this was one of the most disappointing hotel experiences we have had. The room we received looked nothing like the room we reasonably expected based on the photos used for the booking. It was very dated, had old carpet, an unpleasant smell and felt much more like a basic/economy room than the Standard Room we had paid for. We complained immediately and went to reception several times during our stay. Instead of trying to help, we were repeatedly told that all double rooms had the same setup and that there was nothing they could do because the hotel was fully booked. This explanation is very difficult to accept when guest photos online clearly show other rooms with very different interiors and standards. We specifically paid for a Standard Room, not an Economy Room, yet no alternative, upgrade or meaningful solution was ever offered. The service throughout this situation was extremely poor. We approached reception multiple times, but at no point did we feel that anyone genuinely tried to resolve the problem. Parking was another major issue. The booking page showed “free parking” under the hotel facilities, yet upon arrival we were told we had to pay €23 per day, so €69 in total. The booking platform itself later acknowledged in writing that the parking information shown online was contradictory. Despite this, the hotel simply required us to pay the full amount. To make matters worse, this was a birthday trip. Before arrival we had specifically contacted the hotel through the booking platform about arranging a small birthday decoration and were told that the hotel could arrange this. When we arrived, absolutely nothing had been prepared. We did not expect luxury. We simply expected to receive the Standard Room and services that were presented when we booked and paid. Instead, we spent part of our trip repeatedly going to reception and contacting the booking platform because the hotel would not provide any meaningful assistance. The location is convenient and breakfast was fine, but that does not make up for the misleading room presentation, contradictory parking information and, above all, the complete lack of customer service when we raised legitimate concerns. I would not stay here again and cannot recommend this hotel."

"I had a pleasant stay at the Mercure Hotel. The room was clean, the bathroom was very spacious with a good shower. The room was also quiet, as it faced the inner courtyard. The breakfast was very good, with a wide variety of food. The staff were friendly and provided excellent service. The location is convenient for exploring the city."

"Hotel lokated 8 minutes to city center, suepr!!"