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“Incompetent management who are dishonest”

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Mercure London Paddington Hotel
Ranked #497 of 1,077 Hotels in London
Reviewed 28 July 2017

I recently stayed at this hotel in early July for work. The company prearranged my travel bookings and went to great length to ensure that my stay was pre-paid. They filled a 3rd party travel arrangement form, supplied the company credit card and had everything set up before I arrived. Much to my dismay, the staff at the Mercure would not honour this and demanded they see the original credit card, to which I stated I do not have it but it has all been prearranged. Upon check our, they demanded that I pay the hotel with my own personal credit card. Since I have arrived home, both my credit card and the company's credit card have been charged, and any attempt to rectify this problem has been slow and not forthcoming. Many email exchanges three weeks later and my credit card has not been reversed despite empty promises. I would have thought the Mercure was a reputable hotel chain, but after this encounter I am left with no other alternative but to let other travellers know not to trust this hotel.

  • Stayed: July 2017, travelled on business
    • Location
    • Sleep Quality
    • Service
1  Thank EverydayMum
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Victoria C, Manager at Mercure London Paddington Hotel, responded to this reviewResponded 31 July 2017

Thank you for your honest feedback. I can assure you it was not intentional to cause inconvenience on the payment procedure, unfortunately this is company policy to have the card present at the time of check in, sincere apologies.

Your feedback on the procedure is very well received.

Thank you for taking your time to review your stay.

Best wishes,
Victoria

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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59 - 63 of 1,541 reviews

Reviewed 25 July 2017

We stayed at the Mercure Hotel, Paddington,London, for one night in order to be close to Paddington station for the Heathrow Express early the following morning.

This hotel has no redeeming features. The Receptionist was unwelcoming, the room and public spaces minute, the breakfast at Garfunkels next door inedible. How this can be a 4 star hotel defies belief.

To put the tin hat on it, this was pre-paid on Avios miles so no money was due to the hotel itself. Our credit card details were taken as is normal, in case we had any extras, which we did not. However, when we got home we found that the hotel had mistakenly charged our credit card for the night’s stay. We therefore have an unexpected charge on our credit card for over £200, and to add insult to injury apparently it will take at least two weeks to get a refund!

  • Stayed: July 2017, travelled as a couple
    • Value
    • Rooms
    • Service
1  Thank Baydweller09
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Victoria C, Manager at Mercure London Paddington Hotel, responded to this reviewResponded 31 July 2017

Thank you for taking your precious time to review your recent stay with us. I am sorry to hear you found the hotel terrible, I am saddened to read your review.

I can assure you it was not intentional to cause inconvenience on the payment procedure, unfortunately this is company policy to have the card present at the time of check in, sincere apologies.

We do hope to have the pleasure of welcoming you back in the near future in order to restore your confidence.

Best wishes,
Victoria

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Reviewed 24 July 2017 via mobile

We have stayed at the Mercure a couple of times now in different room types. They aren't huge rooms but there are definitely fine for the area - assuming you don't want to spend TOO much time in them. Perfect for resting up before sight seeing.
The breakfast is ok - not a huge variety but sufficient. The later you go in the morning, the busier it gets and the service goes downhill.
The best part of this hotel is it's location. One minute walk in to paddington station makes it perfect for arriving from Heathrow express. We did it after along haul flight with two kids and no issues. Overall we were happy with the cleanliness, comfort and service of the Mercure.

Stayed: July 2017, travelled with family
Thank Susnairn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Victoria C, Manager at Mercure London Paddington Hotel, responded to this reviewResponded 29 July 2017

Thank you for your excellent comments and four star ranking.

We pride ourselves on friendly welcome and for your convenience our Reception Team is available 24 hours a day. We will be happy to assist you with any query you might have. I am pleased to hear you found the service super friendly.


We look forward to having the pleasure of welcoming you back in the very near future.

Best wishes,
Victoria Crampton
Guest Relations

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Reviewed 21 July 2017 via mobile

Right beside Paddington Station- excellent options for Heathrow-Connect or Express. Staff helpful. Upgraded us to Standard Double from Small Double. Rooms clean but TINY! Only room for 2 carry on luggage.
Walk down London St towards Hyde Park to Mews that lead you into what once was alleys to homes now converted to lovely gardens with olive trees and personal picnic tables plus horses in stables.
Excellent -Salt and Honey bistro located nearby.

Stayed: July 2017, travelled as a couple
Thank ellesdites
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Victoria C, Manager at Mercure London Paddington Hotel, responded to this reviewResponded 29 July 2017

It is a pleasure to understand you enjoyed the location offering easy access to the station. The hotel is on the doorstep of Paddington transport hub, offering visitors easy access to all parts of london including a 15-minute connection to Heathrow Airport.

We are always happy to assist you with any query you might have. I am pleased to hear you found the service super friendly.

We look forward to having the pleasure of welcoming you back in the very near future.

Best wishes,
Victoria Crampton
Guest Relations

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Reviewed 21 July 2017

We stayed in an executive king room with a sofa they are not the largest rooms and I wouldn't like to stay in this room with a family as it was advertised for four people. The hotel is right next to Paddington station so convenient for the tube. Lots of restaurants and fast food outlets nearby. Aslso a couple of small supermarkets. The room was nice comfortable clean and had all the usual tea coffee etc. Bed was comfortable and it had air conditioning controllable in the room. There is a rumble from the underground trains every so often. Windows have secondary double glazing so reasonably quiet.

Staff were very friendly and helpful. We booked our evening meal in with the room and we ate at the London Brassery just across the road. Lovely meal plenty of choice. Breakfast was in garfunkels next to the hotel which again was lovely. Although ask for a pot of tea or cappuccino otherwise it is pre made in a jug.

  • Stayed: July 2017, travelled on business
    • Sleep Quality
    • Rooms
    • Service
2  Thank Holidaycol
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Victoria C, Manager at Mercure London Paddington Hotel, responded to this reviewResponded 29 July 2017

Situated just a few minutes from Paddington Station, the Mercure London Paddington Hotel has excellent transport links that whisk you straight to mythical London sights like Trafalgar Square, Covent Garden, Buckingham Palace or the Houses of Parliament and Big Ben.

We strive to ensure all guests have a memorable positive experience. We look forward to welcoming you back in the very near future.

Kind regards,
Victoria Crampton
Guest Relations

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Mercure London Paddington Hotel

Address: 144 Praed Street | Paddington, London W2 1HU, England
Phone Number:
Region: United Kingdom > England > London > Paddington / Maida Vale
Amenities:
Bar / Lounge Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Suites
Hotel Style:
#315 Luxury Hotel in London
Price Range: $187 - $467 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Mercure London Paddington Hotel 4*
Number of rooms: 83
Official Description (provided by the hotel):
The Mercure Hotel Paddington is perfectly situated for anyone visiting London for business or pleasure. Only being a few strides from the Heathrow Express at Paddington Station and 3 London Underground lines. ... more   less 
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Also Known As:
Quality Inn London
Quality Crown Hotel Paddington
Quality Crown London

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