2/10 Terrible
LISA
27 Feb 2025
Disliked: Staff & service, property conditions & facilities, room comfort
DECEPTIVE DISHONEST ,BAIT&SWITCH ADVERTISING
As seasoned travelers who have stayed in hotels across Europe, we have rarely encountered such a misleading, dishonest, and disappointing experience as we did at Hotel Mercier.
First, we paid extra for a deluxe room, expecting a higher level of comfort. Instead, we were placed in a motel-style room outside the main hotel, where anyone walking by could see directly into our space. This was nowhere near the standard of a "deluxe" room and was blatantly misleading. When I requested to be moved, I was told the hotel was full and that I would have to wait until the next day—something that should have been disclosed upfront.
Unfortunately, overnight, my husband became very ill, and we decided to fly home to New York a day early. I spoke with Lazlo at the front desk, who clearly assured me that the hotel would not charge us for the unused night as long as Hotels.com agreed to waive the cancellation fee. Wanting to confirm, I immediately contacted Hotels.com, and they confirmed they had no issue processing the refund—as long as the hotel honored their agreement. Lazlo had already assured me they would.
However, after we checked out, Hotel Mercier blatantly denied this agreement, both to us and to Hotels.com. Hotels.com made multiple attempts to verify the information directly with the hotel, yet each time, Hotel Mercier refused to acknowledge what their own employee had promised. Instead, they dismissed the situation by saying Lazlo had made a mistake—completely disregarding the fact
LISA
Stayed 2 nights in Feb 2025