2/10 Terrible
Azhar
Travelled with family
18 Apr 2024
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I recently stayed at the Mercure Heathrow hotel, and I must express my deep disappointment with the entire experience. From start to finish, my stay was marred by a series of issues that are simply unacceptable for a hotel of Mercure's reputation.
Frankly, I am disgusted and this was made worse by a terrible response from the manager who failed to reply to the complaint issues specifically and simply told me to go to Expedia to raise complaint. Shocking.
Upon entering the lobby, it was immediately apparent that the hotel was in need of refurbishment. It was dirty and worn. The outdated decor and worn-out furnishings created an atmosphere that was far from welcoming. However, it was upon entering the room that my dissatisfaction reached its peak.
Moreover, I was deeply disturbed by the lack of adherence to basic health and safety standards. The bathroom facilities were unsanitary, with evidence of mold and limescale in the shower areas. There was huge pile of dirty mattresses in the parking which also posed a potential health risk to guests. As a guest, I expect a clean and hygienic environment, which unfortunately was not provided during my stay at your hotel.
The room itself felt dingy and neglected, with mattresses so worn out that a comfortable night's sleep was out of the question. Literally, on all three mattresses, you sink in and they are extremely worn.
Furthermore, the breakfast provided was of incredibly poor quality. The products tasted awful.
Azhar
Stayed 1 night in Apr 2024