I stayed at the Mercure London Bankside for the best part of a month (excluding weekends) whilst training for my new job and can safely say having stayed at many luxury hotels that this is one of the worst 4* hotels I have ever encountered.
I have copied some emails I sent to the management:
"Firstly, my second name is xxxxxx - since stopping at the hotel it has often been mispelt and I have also received correspondance for Mr xxxxxx. Albeit a somewhat small difference I hope you can appreciate my annoyance at it's continual occurrence.
Secondly, I am currently in my second week in room 516. During the first week my kettle was faulty. I had to request for it to be changed three times and this issue was not resolved in a timely fashion. My TV also required re-tuning and the room smelt of smoke when I first entered. During this week I had an additional guest for 2 nights and paid £40.00 in advance on their arrival for their stay. The day after they left, I had exceeded my £25.00 dinner allowance and paid an additional £4.80 cash to the restaurant to cover my bill. I asked for a receipt and was instructed to go to reception. I went to reception and two members of staff could not resolve my query. Gladys was one member, and there was a gentleman on the desk with her. Gladys began dealing with the query but could not find the transaction on the system. The gentleman intervened but did not listen to my query and proceeded to contact the bar asking them to charge me for my drink so he could invoice me. I then had to re-clarify my query and it was met with infectious laughter between the reception staff who intermittently apologised. It was not professional. I was then told I would need to wait 20 minutes for a receipt. As I had plans I agreed and expected one to be complete upon my return to the hotel which was around 11:15pm. Upon my return reception was manned by an extremely helpful gentleman who had no bill to hand - I can only assume the query was not followed up before his shift and he no knowledge of my earlier conversations. I tried to explain my situation and he apologised, he then however tried to invoice me for a 3rd night my guest did not spend at the hotel. He was apologetic and assured me he would arrange a receipt for me. When I awoke a bill was tucked into my door and receipted the two night stay of my guest - the drink issue remained unresolved! Later that week upon check out I wished to clarify the drink issue to see if a receipt had surfaced, at that point the receptionist again tried to invoice me for a drink - I trust you can understand my annoyance!
My second week in 516 - I took a deep breath in the hope some issues that I had found with the room had been resolved and as I am being provided accommodation through my employers I was being lenient the first week. I am not one to complain for the sake of it and was prepared to over look some issues but with the above situation and my friend finding a dead fly in her salad at dinner I feel I cannot let things lie. I have photographic evidence should you wish to see the faults. Firstly, the bath tub had hairs and soap scum in it - basic cleanliness should be standard. Many of the fittings in the bathroom are loose and the seal on the door is coming away. It is always neatly tucked in after cleaning but works loose. I do not wish to change rooms at this stage in the week as I could do without the hassle but would appreciate a different room for my final stay.
To refer again to the fly - that is not my complaint, however, the service in the restaurant to our group is less than desirable. The tone of the head waiter is rude and unacceptable. Our meals take over an hour to arrive and our drinks can take 20 minutes - soft drinks are not that difficult to prepare! We are never allowed to sit in the upstairs section of the restaurant even when we cannot be accommodated as a large party in the main dining area even though tables are free. I have been told on several occasions it is laid for breakfast but surely the tables could be re-set? The staff are often clumsy, spilling starters up the wall behind our table, are unsure who has ordered what and are often seen taking dishes up and down to the kitchen in an attempt to find out where they should be served. I have also had steak over-cooked and been given the explanation that "the chef was cooking the fish"...one would hope the chef can manage to cook more than one meal at a time."
I received some short somewhat apologetic emails but many of the problems remained the same.
"- since my email informing you of my complaint about the mispelling of my sirname you have repeated the mistake a further two times."
"On the evening of the 18/08/2011 I encountered yet more service issues within the restaurant. My meal took over two hours to arrive (fillet steak) was upon arrival was not cooked rare as requested. My party were informed after we had ordered that some dishes were not available, some dishes arrived with alternative sauces of which we not advised and to say I am dissatisfied with this is putting it mildly. The head waiter (Balach?) was on this occasion very attentive and provided us with some complimentary wine. This gesture was appreciated but I would have rather enjoyed my dinner in a timely fashion. He provided an explanation of short staff within the kitchen and I appreciate the situation was not his fault. Many of the other dishes were served with incorrect side orders and a desert ordered of cheese and biscuits was cancelled after the waiteress informed us that after 45mins waiting for it the chef had not prepared it."
Not a 4*
Some of my colleagues experienced wake up calls at 4am that were not booked, extra charges, and one even had the maid leave most of a "floor's" worth of dirty laundry in her room.
- Official Description (provided by the hotel):
- Mercure London Bridge is a flagship Mercure hotel located in the centre of London. Enjoy famous nearby attractions such as Borough Market and the Shard, whilst being surrounded by nearby shops and art galleries. On entering this charming hotel, you'll sense its unique atmosphere, making you feel at home. Every detail in the hotel has been carefully considered with your comfort in mind. Experience the hotel restaurant, Marco's New York Italian, courtesy of celebrity Chef Marco Pierre White. The hotel is suited for business hotel stays in London, as well as leisure stays, with 4 flexible meeting rooms for events or conferences for up to 60 people with AV equipment and a dedicated host. Enjoy internet access throughout the hotel. Mercure London Bridge is perfectly located for some London shopping, a cultured day out or some London sightseeing, being situated on Southwark Street, only 8 minutes from Borough Market and an 11 minute walk to London Bridge Station. ... more less
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- Also Known As:
- Mercure London City Bankside Hotel London
- Accor London City Bankside