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“not the best hotel and service”

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Mercure Duesseldorf Neuss
Ranked #5 of 16 Hotels in Neuss
Spaarndam, The Netherlands
Level Contributor
5 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
“not the best hotel and service”
Reviewed 15 January 2014

We booked this through a Christmas fair action and choosed a non-smoking room. We got a smokers-room, but at the reception we were told that the air was 'really clean'... well, it was disgustingly smelly... so we received another, much smaller room and to compensate a coupon for a free glühwein in the bar. As I don't drink, I asked for a coffee instead, but that was not possible... we had to pay for that separately and got a cup of something what a few hours earlier probably was fresh coffee.
So service was bad, room and breakfast were okay. but we're not coming back...

Room Tip: ask for non-smoking!
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  • Stayed December 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Richard2064
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mercure_TeamNeuss, Im Auftrag der Direktion at Mercure Duesseldorf Neuss, responded to this review, 22 January 2014
Dear Richard,

first we want to thank you for your review. We regret your bad experiences during your stay and want to excuse us for them. We can understand you anger, especially the point with the smoking room. We always try to meet the preferences of our guests, but when we are fully booked, this is sometimes not possible.
In cases like that we offer a smaller but nonsmoking room, normally a single room instead of the smoking room and also the voucher for a free drink. We are very sorry for the treatment in the hotelbar. Our service staff had to be more cater to your needs. This was not OK and of course we will talk to them and try to organise these situations better.
We hope now, you will give us the opportunity to convince you to the contrary. We know, we made mistakes, but we will give our best to change ourselves.
We would be very happy to welcome you again and until then we wish you the best and remain with kind regards from Neuss.

Your Mercure team
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533 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (12)
Date | Rating
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English first
Thornton Cleveleys, United Kingdom
Level Contributor
127 reviews
59 hotel reviews
common_n_hotel_reviews_1bd8 64 helpful votes
Reviewed 22 October 2013

This hotel was booked as most others closer to Dusseldorf were full. I accepted this and made the booking as a Platinum Le Club member.

I checked in and went to my room which was tiny! I was not recognised as the top tier of customer in their loyalty programme but most of the time that doesnt matter unless they treat me poorly

I asked for the room I had booked to be told that they were sold out and my room which had a double bed and a sofa in it had gone. They claimed they had upgraded me to a business room. No internet access as its too high!

I had prepaid for 2 days and stated I would be leaving in the morning. The bathroom was dirty and looked poor.

I had a meal in the Restaurant which I have to say was very good indeed

Check out was a laugh as I had asked why they didnt recognise my status and why the place was dirty. Terrible place to stay. The Hilton took my booking and looked after me royally.

Room Tip: Insist on what you book and check they have internet in the room. Business rooms without the interne...
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  • Stayed October 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank John M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC

Travellers are raving about these Neuss hotels

London, United Kingdom
Level Contributor
9 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 29 August 2013

Great value for a family room. Had an evening meal in the hotel restaurant. Not busy so got good service and reasonable service. Did not have the hotel breakfast but it looked like there was plenty to select from. Went into the pool every day with children although it was a bit cold without the heating, hence it was never busy. We had to walk through the restaurant to get to the pool. The staff spoke helpful English. There was a large supermarket opposite the small road to the hotel. There was also a cheap petrol station and local restaurants there within easy walking distance. You would need a GPS to find this hotel easily. There was always plenty of free parking for the 4 night we stayed at the hotel. There was free internet access near reception and some Lego for the kids to play with. No air conditioning but could open the windows to cool down. Easy driving distance to Duesseldorf. Some parks and playgrounds nearby.

Room Tip: If hot weather select the second floor or above.
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  • Stayed August 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank seeker61
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mercure_TeamNeuss, In Auftrag der Direktion at Mercure Duesseldorf Neuss, responded to this review, 3 September 2013
Dear Seeker61,

Thanks a lot for your great review. It is nice to hear that you enjoyed your stay with your family in our hotel. This is always our objective and that we could achieved this with you reinforces our deeds.
Please feel welcome at any time, we would be very delighted to welcome you and your family soon again. Until then we wish you a pleasant time and remain with kind regards from Neuss.

Your team of Mercure Hotel Dusseldorf Neuss
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Poppel, Belgium
Level Contributor
6 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 11 August 2013

We stayed there for one night with 2 kids. On the internet we found a picture of the inside pool (http://www.hotelspecials.nl/hotels/mercure_hotel_dsseldorfneuss.html) and decided to book a room so our daughter of 0 years old could enjoy the pool too. When we arrived, there was no pool inside, only a cold one outside. When i told the employee at the desk that i was dissapointed about that, she didn't offer something to make up for it (e.g. coffee or tea on the house would have been an nice gesture), i would've appreciated that. Prices for food and drinks are high (16 p.p. breakfast, €5,50 per glass of wine). Wheb we wanted to bath our baby, black small pieces of something (old isolation?) appeared in the water. Would not book this hotel again.

  • Stayed August 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Maupu
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Leicester, United Kingdom
Level Contributor
216 reviews
131 hotel reviews
common_n_hotel_reviews_1bd8 122 helpful votes
Reviewed 1 August 2013

Wi-fi costs €9 for 24 hours, but parking is free. I got a good B&B pre-pay rate online, and the hotel breakfast was able to provide gluten free bread. Tried to have dinner at the hotel, but restaurant was deserted, so ate at a pub in the village. Comfy enough room, but no coffee/tea service, no minibar, etc in the room. Very 1970's hallways, rooms thankfully been updated some since then! Was alright and would stay again on a similar price offer.

  • Stayed July 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank dgrbleu2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Indiana
Level Contributor
129 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 42 helpful votes
Reviewed 21 July 2013 via mobile

Hotel is down a small road we would have not found in the dark without a GPS. Large bright lobby with fast Internet. Friendly staff spoke English better than our German thankfully. Strange thing, no top sheet. Just a comforter. Two twin mattresses pushed together (typical in our experience in Germany). Pillows were too flat for any support. No air conditioning or fan just to circulate the air. Internet in room was slow and spotty. Had an excellent dinner in the hotel restaurant. Wiener schnitzel and spaghetti with shrimp. Creamy tomato soup was good. A little pricey at 45 euros for two but very good. Breakfast in the restaurant was 16euros each. Hard to eat enough to make it worth it but many choices and all good. A well kept hotel just very basic.

  • Stayed July 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank seashll59
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mercure_TeamNeuss, Im Auftrag der Direktion at Mercure Duesseldorf Neuss, responded to this review, 25 July 2013
Dear guests,

Thank you for your great review. We are delighted to hear that you enjoyed your stay in our hotel. All our offers are directed to the satisfaction of our guests. To offer them a friendly and courteous service and a pleasant stay are always our obejctives and that we have achieved this with you, reinforces our deeds.
We are sorry that we can't offer an Airco or fans, but to cool off, you can have some cold drinks on our terrace or of course on your rooms and you can use our outdoor pool.
Dear guests, we would be very happy to see you again soon here in Neuss, feel welcome at any time!
Until your next visit we remain with sunny regards from Neuss,

Your team of Mercure Hotel Dusseldorf Neuss
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 Duesseldorf Neuss

Property: Mercure Duesseldorf Neuss
Address: Am Derikumer Hof 1, 41469 Neuss, North Rhine-Westphalia, Germany (Formerly Novotel)
Region: Germany > North Rhine-Westphalia > Neuss
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Ski-In / Ski-Out Suites Swimming Pool
Hotel Style:
Ranked #5 of 16 Hotels in Neuss
Price Range (Based on Average Rates): £
Hotel Class:4 star — Mercure Duesseldorf Neuss 4*
Number of rooms: 115
Official Description (provided by the hotel):
Neuss, the green city, is conveniently located close to highway A57 and only 30 minfrom fairs, airports, Düsseldorf, Cologne and Europes biggest indoor-skitrack. 4-star hotel with 115 rooms, meeting rooms, restaurant, bar, terrace, and outdoor swimming pool. ... more   less 
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Also Known As:
Accor Duesseldorf Neuss

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