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terri t

Never again!

1.0 of 5 bubblesReviewed 4 weeks agovia mobile
Check in okay, got to room, bed comfortable and shower good.

Realised a couple of hours in there were electric sockets not working, dirty towels and black mould in the bathroom. Reported this to reception and was told if we didn’t want to be in a room with electrical issues and black mould we have to move. So we moved to another room that was lacking a bed.

Reported this to reception who stated it would be brought to the room within 15 minutes. We made it clear we needed it then due to the child needing to go to sleep. An hour later no bed, go to reception, unmanned. Finally a staff member decides to cover reception and then shouted and argued with us about how busy they were with the bar.

This receptionist wouldn’t let me speak and continued shouting whilst I pointed out that my concern isn’t the bar, it’s a child’s bed time and after being in a poor room with black mould and promised the bed would be in the room within 15 minutes, we felt let down. The receptionist continued to argue but did then go to sort the extra bed. A broken bed was then brought into the room, so another 20 minute wait for one that had slats falling out of it, but apparently deemed acceptable for a child to sleep on.

The second room had drainage issues in the shower, black mould but not as much as the first room and a broken electric socket.

During the frequent visits to reception it was apparent we were not the only ones with issues. Another family had no air con, another electrical issues, another lacking a bed, an elderly couple struggling with luggage whilst staff ignored them.

Overall a poor experience and we would urge people to stay away from this hotel.
Date of stay: May 2024
Room Tip: Don’t bother
Trip type: Travelled with family
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Hotel- cmanager, Owner at Mercure Cardiff North Hotel, responded to this review
Responded 3 weeks ago
Dear Terri,
Thank you for taking the time to share your review.

We are pleased to hear that you found the bed comfortable and the shower to your satisfaction.

We regret to hear about the issues you experienced with the electrical sockets, towels, and presence of mould. Our guests' comfort and safety are of utmost importance, and we are saddened to learn that your experience did not meet the high standards we strive to uphold.

We also apologise for the inconvenience you faced due to the room relocation and the delay in providing an additional bed, as well as any perceived shortcomings in our staff's responsiveness and behavior. We take all comments seriously and continuously work to enhance our guest experience.

Please rest assured that we are addressing the concerns you have raised, ensuring that our amenities and service quality are thoroughly checked for the well-being of our guests.

We hope to have the opportunity to welcome you back in the future for a more enjoyable stay.
Warm regards,

Dorota Price, General Manager
hb539-gm@accor.com, T.: +44 29 2058 9988
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviews (269)
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Traveller rating
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All reviews working nights accor member duty manager reception area free parking bus stop communal areas overnight stay clean tidy stayed for nights very nice hotel staff were polite good nights sleep buffet breakfast city centre a great stay front of house
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7 - 12 of 269 reviews
Reviewed 4 weeks ago

Savita the staff is always very kind & helpfull, food was excellent & all the staff very friendly & lovely specially Savita…………………👍🙏🙏🙏🙏🙏🙌🙌🙌🙌🙌🙌🙌👍👍👍👍👍👍🥰👍👍👍👍👍👍👍👍👍👍👍👏👏👏👏👏👏👏👏👏😋👏👏شكر 👍👍👍👍👍👍👍👍👍👍👍👍👍👍👍👍👍

Room tip: Rooms not applicable
Date of stay: May 2024
  • Trip type: Travelled on business
    • Value
    • Location
    • Cleanliness
    • Service
Thank Shamshad S
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Hotel- cmanager, Owner at Mercure Cardiff North Hotel, responded to this reviewResponded 3 weeks ago

Dear Guest,
Thank you for this positive review.

We are thrilled to hear that your lunch experience at Mercure Cardiff North was excellent and that our team, especially Savita, provided exceptional service. Our staff takes great pride in offering a friendly and helpful atmosphere, and it's rewarding to know that this resonated with you. Your kind words regarding the food reinforce our commitment to delivering delicious and satisfying dining options.

It's wonderful to learn that the collective efforts of our staff made a lasting impression and contributed to a memorable visit. We continually strive to deliver the high standards of service and hospitality that Mercure Cardiff North is known for.

We eagerly await the opportunity to welcome you back for another delightful visit.
Warm regards,

Dorota Price, General Manager
hb539-gm@accor.com, T.: +44 29 2058 9988

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 12 May 2024

Old and struggling with mobility issues, I was impressed with the assistance I received from the gentleman on reception when I phoned to book. My son and I had two adjacent comfortable and clean rooms. It was quiet overnight unlike many hotels. Breakfast was adequate and plentiful. Self service buffet but not an issue. All part of an enjoyable stay for a family gathering. I will book there again without hesitation. Well done to all. A credit to the hospitality industry.

Date of stay: May 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank CdeSH
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Hotel- cmanager, Owner at Mercure Cardiff North Hotel, responded to this reviewResponded 4 weeks ago

Dear Guest,
Thank you for such a positive review.

We are delighted to hear that the assistance provided during booking made a positive impact on your experience. It's wonderful to know that both the comfort and cleanliness of your rooms met your expectations, contributing to a peaceful night's rest.

The satisfaction of our guests is our top priority, so it pleases us greatly that you found our breakfast options to be both adequate and plentiful. Your commendation is a testament to the dedication of our team here at Mercure Cardiff North.

Hearing that you would choose to stay with us again for future family gatherings is the highest compliment we could receive. It is guests like you that make our work incredibly rewarding.

We eagerly await the opportunity to welcome you back for another enjoyable visit.
Warm regards,

Dorota Price, General Manager
hb539-gm@accor.com, T.: +44 29 2058 9988

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 May 2024

Hotel was good, but the parking fee of £8 a day is not really justified due to its remote location. The large car park is managed by a private company.
Room was clean and the shower ok. The english breakfast buffet was good too. Nothing exceptional overall.

Date of stay: April 2024
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Romain F
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Hotel- cmanager, Owner at Mercure Cardiff North Hotel, responded to this reviewResponded 6 May 2024

Dear Romain,
Thank you for your feedback about your stay.

It is great to hear that you found our rooms clean and the breakfast to your satisfaction. These are aspects of our service we are particularly proud of.

We regret to hear that the parking fee did not meet your expectations. Please understand that our parking is managed by a private company to ensure the highest security and convenience for our guests.

We hope to welcome you back.
Best wishes,

Dorota Price, General Manager
hb539-gm@accor.com, T.: +44 29 2058 9988

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 May 2024

Outstanding service in the restaurant and bar. Very well looked after. The team on site could not do enough for me and with all my years of working in hospitality it was great to have such a personal experience. I would happily come here just for dinner or to entertain friends and family. I really felt welcome and Saidur and his team were top tier!

Room tip: Plenty of amenities and an outstanding level of personal service
Date of stay: May 2024
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Tomm T
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Hotel- cmanager, Owner at Mercure Cardiff North Hotel, responded to this reviewResponded 4 weeks ago

Dear Guest,
Thank you for this positive review.

It is heartwarming to learn that our restaurant and bar services exceeded your expectations. Our team at Mercure Cardiff North strives to provide a personal and memorable experience for each guest, and we are thrilled that Saidur and the team were able to make your stay special. Your commendation of their 'top tier' service is greatly appreciated and will be shared with the entire staff.

We are pleased that you would consider our establishment not just for accommodation but also for dining and entertaining friends and family. It is our goal to create an environment where our guests feel thoroughly welcomed and cared for.

Thank you once again for your kind words. Positive feedback such as yours is what motivates us to continue delivering exceptional service.

We are eager to serve you again with the same excellence.
Warm regards,

Dorota Price, General Manager
hb539-gm@accor.com, T.: +44 29 2058 9988

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 May 2024

The biscuits were top tier, best hotel in the CF23 postcode. Saidur and his team were on another level, they go above and beyond and they have unbelievable craic. Get them pillows a bit more fluffy and it’s a 10/10. Would highly recommend. The absolute dons.

Date of stay: April 2024
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank George W
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Hotel- cmanager, Owner at Mercure Cardiff North Hotel, responded to this reviewResponded 6 May 2024

Dear George,
Thank you for reviewing your recent stay.

It is truly rewarding to hear that our biscuits were a highlight during your stay and that you consider Mercure Cardiff North to be the best hotel in the CF23 postcode.

Our team, led by Saidur, is overjoyed to know that their efforts to provide exceptional service did not go unnoticed, and we thank you for acknowledging their dedication.

We take note of your comment regarding the pillows. At Mercure Cardiff North, our goal is to ensure that every aspect of your stay is comfortable, and we apologise if the pillows did not meet your preference. We are always looking for ways to improve and your feedback is valuable to us.

Our team strives to create memorable experiences for our guests, and it's heartening to hear that we've made a positive impression on you. We will continue to deliver high-quality service and hospitality to all our guests.

We hope that we have the pleasure of seeing you again in the future.
Best regards,

Dorota Price, General Manager
hb539-gm@accor.com, T.: +44 29 2058 9988

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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