Mercure Marseille Canebiere

"We chose the Hôtel Mercure Marseille Canebière Vieux-Port because it advertised air-conditioned rooms, and effective air conditioning was one of the main reasons for our booking. Unfortunately, during our stay, with outside temperatures reaching around 37°C during the day and remaining close to 30°C overnight, we were informed that the air conditioning is centrally locked at 24°C. For us, coming from Scotland, 24°C would be considered a very hot summer’s day, not a comfortable sleeping temperature. *The Mercure notices displayed in the hotel lifts advise that the ideal room temperature is between 19°C and 21°C*, making it difficult to understand why guests are prevented from cooling their rooms below 24°C during a heatwave. Whilst the front desk staff were helpful in providing us with fans, they were unable to override the centrally controlled air conditioning. Although we appreciated their efforts, the fans were not an acceptable substitute for effective air conditioning, and the issue was clearly beyond their control. We submitted a written complaint to Accor (the parent company of Mercure) after our stay, but the response was generic, failed to address the points we had raised, and was ultimately unsatisfactory. Finally when we did get a more personalised response the manager didn’t manage to get the name right, but also then contradicted their own posters in their lifts regarding temperatures. We had hoped for a more considered response from an international hotel brand. As an international hotel brand, we expected a consistent standard of comfort. Unfortunately, we do not feel we received the standard of accommodation we paid for. If effective air conditioning is important to you, particularly during the summer months, I would recommend confirming how the system operates before booking."

"Great hotel with very friendly staff. The rooms are clean, and while the area can be a little noisy, that’s Marseille and La Canebière, it’s part of the charm. The location is excellent, within walking distance of the Old Port if you want to catch a boat and enjoy the beaches. The breakfast area is also very good, with a wide variety of food choices to suit different tastes. Sherazad, the breakfast manager, went above and beyond, not only doing her job exceptionally well but also taking the time to suggest places to visit and helping us navigate the city. Her kindness made a real difference in our stay."

"I have recently stayed in this hotel, the room is lovely , the hotel is comfortable, slept really good , buffet breakfast was lovely for those who want something stress free. Despite what some reviews say , this was overall a good experience , the location is ideal , walking distance to main touristic attractions. Of course like any big city you will see that there are certain characters hanging about the place but the police station is right up the street from the hotel, and the police is often patrolling up and down. After a stressful and difficult arrival in France , Lorenzo welcomed us at reception. His calm demeanour was contagious immediately, he was a pleasure to deal with. Adrien was fantastic. Any query I had , he would get down to immediately without hesitation. I am a light sleeper and got moved to a lovely comfortable and noise free room in 0.2 seconds after requesting it. He is a professional and he will get far in his career & life. He maintains a professional profile and works hard. Most importantly, these two employees went beyond their area of work as they helped me track down my suitcase that I had left at the airport.. they were so tempestive in resolving this , Adrien dealt on the phone with the conversation as my French is not good enough, Lorenzo also assisted. After less a than an hour he had made sure our suitcase was put aside safely aside for us and easy to pick up the next day. I can’t say thank you enough. Adrien sei grandioso! This goes with saying all the other staff was also amazing. A girl at reception whose name I don’t remember, gave me amazing recommendations for a good crème brûlée! She was 10/10. Please tell them."