ストー・ヒルのメルキュールホテル

Very nice hotel but extremely poor check in service, nothing explained to us and extremely rushed service, the only thing the person seemed concerned about was getting payment for the room ! As Silver members we are supposed to receive a priority welcome and free drink each which we had to ask for. We were staying in a suite on the 15th floor and when we arrive our key card does not work so back down 15 floors again to get a working key card which is not the best way to start a trip ! When we finally get into our room it was very impressive but only 1 bath and hand towel for 2 people ! After hunting high and low for more towels none could be found so here is the best bit we thought logically we would contact reception but there are no phones in the room. Honestly there are phone points but no phones so and this is a first for us we had to call externally from our mobile phone to reception to get more towels ! After having travelled a while we both wanted to freshen up by taking a shower on a hot day and then the towels actually arrive 45 minutes later ! Asked the lady who delivered them about no phones in room and how we had to contact reception she then promised to find out and come back to.us as soon as possible and guess what we never saw here again. We contacted accor customer care helpline to tell them about our experience and we're assured that this would be dealt with promptly only to find after waiting for 2 hours that the lady we spoke to had not dealt with the complaint but had gone out to lunch !!! Eventually accor customer care contact the hotel and we are emailed in regards to our experience and quite frankly at first we were made to think it was our fault well that's the perception we got. After speaking to the front desk manager it was revealed at check in we should have been given an information sheet in regards to our stay containing all information we may have needed for our stay such as how to contact reception etc via a what's app system by scanning a qr code in room. But this raises the issues of what if people do not have a smart phone or a mobile phone at all or are not tech savvy like some people. Also what if an emergency situation arose surely a phone in the room is vital dare I say liglfesaving if a situation arose ! The front desk manager was very sympathetic to the bad experience we had received and seemed genuinely remorseful and embarrassed at the level of service we had received. She went above and beyond to try and put things right by offering us a future stay in the same room we had booked a suite. We decided to take up this offer but since then for our stay we have been booked into a classic double not the suite we have been promised !!!!