Mercure London Hyde Park (Paddington), The Churchill

Positives: Staff was friendly and welcoming. Bedding was soft and mattress comfy, bathrooms were spotless and all amenities provided. The room i was allocated was in the basement and very quiet, a big bonus for London. Negatives: Hotel has a tired and worn out feeling, where the glitz and the glamour of bold colours and metallics does not mask the tired nature of the hotel. The smell from corridor, in basement, was of sewerage, thankfully not in the room as that would have have been nausea inducing and thankfully I stayed in the cooler months. The carpet was shocking - yes it had been vacuumed but it was so grotty i didnt want to walk on it in bare feet - at least you provided slippers

Update: The level of customer service can be recognised by the only fact that the person replying to customers believes it is fine for them to be sarcastic to customer complaint. I am not surprised how this person is lying that I was unable to login into my Accor Account. His staff was shown accor account, emails but they were adamant that I show them the debit card I used to make payment and even the staff didn’t hesitate to comment that why I have my partner’s card on my apple pay. That is none of your problem mate. As far room is concerned, I made a complaint straightaway, I believe you wont like me posting my video complaining to your staff about it. Thank you for acknowledging that Mercure is not a luxury property and should be a two star hotel. But definitely I will give suggestions to this keyboard warrior that it is sometime better for a reputable business to accept mistake and acknowledge to correct them rather than defending it. I had an issue at check-in today. It felt like the staff were surprised that an Asian guest had booked a room in their hotel, and they carried out extra ID checks that didn’t seem necessary. I’m also quite sure I wasn’t given a superior room at all—the room was really small, and if that was the ‘superior’ option, I can’t imagine what the standard double looks like. Things got worse when I took a shower—the drainage was completely blocked and water flooded into the room. I asked to be moved, but nothing was done. Their app also shows that paid parking is available, but there’s actually no parking at the hotel, and the whole area is a residents-only parking zone, which caused even more hassle. I run a travel agency and have been doing business with the Accor group for the past five years, and as a platinum member I’ve never experienced something like this. Really disappointing stay.