Mercure London Paddington Hotel

"Ideal location. Right next to Paddington station so easy access to the whole of the city. Hotel staff helpful and friendly the room was very comfortable and very clean. Excellent base for seeing London."

"I booked two Executive rooms because the hotel’s website indicated they are comparatively larger rooms. However, on check-in, one of the rooms allocated was significantly smaller, especially the bathroom, and it felt more like a standard room rather than an Executive one. I raised this with the reception, and they were able to re-allocate another room—but the replacement room was only supposed to be ready two hours after the normal check-in time. Two hours later, I entered the replacement room and found it still not quite ready: there was a piece of glass on the floor (it appears maintenance was incomplete), and bathroom amenities had not been replenished yet. ______________________________________ Communication with hotel guests On check-in, I received a WhatsApp message from the hotel inviting guests to raise issues and requests if need be. Naturally, I used that channel—but I did not receive any response from that WhatsApp account. It was only two days after check-in that I realised the hotel had another WhatsApp account for guest communication. This made the process frustrating and ineffective. I would suggest the hotel avoid using the first WhatsApp number for guest requests if it isn’t being monitored and responded to. ________________________________________ Service & responsiveness In general, most hotel staff were not quite helpful or responsive. For example, I requested bathroom amenities directly with housekeeping staff, but there was no response. I ended up having to go to reception to get the items, because the phones to reception/housekeeping were often busy throughout the day. ________________________________________ Other concerns • Noise level: The hotel is noisy—there was noticeable noise and vibration from the tube beneath the hotel. • Bathroom issues: We experienced water blockage for both rooms. Water pressure in the bathroom was also relatively low. • Room key inconvenience: We spent five nights in the hotel. We had to return to reception on the ground floor every day to re-activate the card key. It seems that there is some problem with the room key system. • Location: The hotel is conveniently located next to Paddington station. ________________________________________ Overall, while the location is excellent, the room allocation mismatch, maintenance issues, poor communication with guests, and service/amenity responsiveness, etc. significantly reduced my stay experience."

"We arrived at 2.30 p.m. (check in is at 3) and left our bags. The desk clerk assured us our room would be ready soon. We returned at 7.30 p.m. but were told our room was ‘dirty’. We were offered an alternative room in a hotel ‘five minutes away’. When we objected the desk clerk said he had no recollection of any earlier conversation; we must have talked to ‘his twin brother’. So we went to the Hilton next door."