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“Great location, good rooms, poor service”

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Mercure Edinburgh City - Princes Street Hotel
Ranked #121 of 150 Hotels in Edinburgh
Dublin, Ireland
Level Contributor
48 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 36 helpful votes
“Great location, good rooms, poor service”
3 of 5 bubbles Reviewed 5 April 2014

There were a lot of good things about this hotel, the location being one of them. It's very central and only a few minutes walk from Waverley bridge, which is very handy as this is where the aircoach stops. The royal mile is also very close, but an uphill walk. It's in the new part of town and there are plenty of shops around and nice cafes (I recommend the 'curious tea rooms' in particular, which has an Alice in Wonderland theme). The room itself was also quite good. When booking we requested a modern room overlooking Prince Street, which we got, so we were very happy about that. The room had a good view, was spacious, clean and the beds were comfortable.

However... we had a few issues during our stay that we weren't too happy about:
- The phone in our room kept ringing of its own accord (including waking us up in the middle of the night!) so we had to leave it unplugged. This did get fixed, but only after we reported it for the second time.
- Also in relation to the phone, you need to leave credit card details with reception before you can make an external call. This is no problem, except that we weren't informed of this anywhere. Every time I tried to dial an outside line it kept redirecting me internally. When I asked the staff member on the other end how to get an outside line they were no help. We only realised we needed to leave credit card details at reception to do this when we brought it up when discussing the related mysterious ringing issue above. There are instructions for getting an outside line on the phone, but nothing about leaving card details with reception. I would recommend adding a line to this effect on the phone or at least mentioning it at check-in so that people are aware. I ended up making a couple of expensive calls on my mobile because this wasn’t clear and we assumed our phone was just broken given the two issues we had with it.
- One of the bulbs in our room went during our stay. We reported it to reception and they said they would deal with it, but they never did (this was half way through week long stay, so there was plenty of time...).
- When checking out they tried to charge us for using high-speed wifi which we did not use (free wifi is available, which is what we used for the duration of our stay). When they told us the time and date that it had been accessed, we weren't even in the room at that time. Luckily they didn't charge us in the end, but we didn't appreciate having to argue the point, especially considering the other issues we had had during our stay.

There were a few other minor issues as well, but I don't want to nitpick too much! Overall the hotel was ok, but not great. I might stay again if the price was right, but to be honest I'd rather try out somewhere else. I usually don't care so much about the standard of customer service in hotels, but it was very noticeably poor here.

Room Tip: Ask for a modern room overlooking Prince Street
See more room tips
  • Stayed April 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank squirrelgal
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
James F, General Manager at Mercure Edinburgh City - Princes Street Hotel, responded to this review, 8 April 2014
Dear Guest,

Thank you for your comments, we can assure you that the matter is being looked into and will be dealt with accordingly. I hope to welcome you back in the future.

Kind regards,

James Fraser
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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2,175 reviews from our community

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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    3.5 of 5 bubbles
  • Rooms
    3.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (580)
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Ayr, United Kingdom
Level Contributor
41 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 67 helpful votes
3 of 5 bubbles Reviewed 1 April 2014 via mobile

Just back from a weekend shopping in Edinburgh and stayed at the Mercure. We got a deal on the two nights B&B with dinner on the first night.My wife and I have stayed here a few times in over the past few years. The staff were pleasant and always on hand. The food was ok but the restaurant badly needs a face lift. The seats are worn and some of the tables were a bit grubby looking. If you are sitting at the windows overlooking the castle you better hope it's not windy. The draught is quite bad. The location is very good right in the middle of Queen Street.

Stayed March 2014, travelled as a couple
Helpful?
1 Thank Graham M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
James F, General Manager at Mercure Edinburgh City - Princes Street Hotel, responded to this review, 2 April 2014
Dear Guest,

Thank you for taking the time to share your experience of the Mercure Edinburgh with us. I am pleased you enjoyed your stay and look forward to welcoming you back.

Kind Regards

James Fraser
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Hummelstown, Pennsylvania
Level Contributor
22 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
4 of 5 bubbles Reviewed 29 March 2014

The Mercure chain does themselves proud with this historic, vintage hotel. The prime location on Prince Street is highlighted by most rooms and definitely the restaurant. Security is utmost and total guest care is extremely important. Rooms were very spacious, biggest we experienced across great Britain, amentities were acceptable and everything worked. again a first for our British hotels. The charm of Edinburg is definitely captured by this property and warrants a second look. Mercure is making a difference on the island of Great Britain.

Room Tip: Ask for view of Princes Street.... street noise negligible and park/castle view well worth it.
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  • Stayed March 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Tom S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
James F, General Manager at Mercure Edinburgh City - Princes Street Hotel, responded to this review, 31 March 2014
Dear Guest,

Thank you for your kind review. I am pleased you enjoyed your stay and hope to welcome you back in the future.

Kind Regards

James Fraser
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Amsterdam, The Netherlands
Level Contributor
35 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
3 of 5 bubbles Reviewed 26 March 2014

The reason to stay in this hotel should be the location. If you are looking for a nicely decorated hotel and/or a romantic environment, this is not the place.

One should book a streetview room (not necessarily the superior room) to enjoy the castle view, although once the tram is up and running this could become less attractive.

Breakfast buffet was great, Nespresso in the room was decaf only.

  • Stayed March 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Marcelo123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
James F, General Manager at Mercure Edinburgh City - Princes Street Hotel, responded to this review, 27 March 2014
Dear Guest,

Thank you for taking the time to share your feedback with us. I am pleased you enjoyed your stay overall and have noted your comments and will address these.
I hope to welcome you back in the future.

Kind Regards

James Fraser
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Brighton, United Kingdom
Level Contributor
17 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
4 of 5 bubbles Reviewed 24 March 2014

The hotel is right in the middle of the high street with all the well known shops, 10 minute walk from the castle, right near bus stops for airlink buses and tour buses and the 2 streets behind are full of bars and restaurants. We stayed in room 270, the room is small and basic and a bit dated decor but ideal for us as we knew we wouldn't be spending much time in the room. Only down side was I'm suffering from a bad back and the mattress was very uncomfortable. We paid to have breakfast and that was buffet style, all very nice and very helpful staff.,I would definitely come back to this hotel

  • Stayed March 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank tricia19
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
James F, General Manager at Mercure Edinburgh City - Princes Street Hotel, responded to this review, 25 March 2014
Dear Guest,

Thank you for taking the time to share your feedback.. I have noted your comments about the mattress and my housekeeping team are attending to this.
I look forward to welcoming you back in the future.

Kind Regards

James Fraser
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Mercure Edinburgh City - Princes Street Hotel

Property: Mercure Edinburgh City - Princes Street Hotel
Address: 53 Princes Street, Edinburgh EH2 2DG, Scotland
Region: United Kingdom > Scotland > Edinburgh > Princes Street and Gardens
Amenities:
Bar / Lounge Business Centre with Internet Access Free High Speed Internet ( WiFi ) Restaurant Room Service Wheelchair access
Hotel Style:
Ranked #121 of 150 Hotels in Edinburgh
Price Range (Based on Average Rates): ££
Hotel Class:3 star — Mercure Edinburgh City - Princes Street Hotel 3*
Number of rooms: 158
Official Description (provided by the hotel):
Downtown Hotel built above 2 well-known stores (Jenners & Marks & Spencer) in the heart of the city. ... more   less 
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Also Known As:
Ramada Hotel Edinburgh
Ramada Hotel Mount Royal
Ramada Edinburgh
Edinburgh Ramada
Mercure Edinburgh City - Princes Street Hotel Scotland

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