Mercure properties in London

The location was one of the main reasons we chose it, and it turned out to be even better than we expected. It's perfectly situated between the local neighborhood and the main tourist attractions, allowing us to experience both sides of London. West Brompton station is just a few minutes' walk away, but if you enjoy walking, many attractions are within walking distance (at least they were for us :D). We actually chose to walk almost every day because the neighborhood was so pleasant. A few days before our arrival, I contacted the hotel through the Trip.com messaging system with a question, and they replied within an hour and a half, which we really appreciated. We also arrived before the official check-in time, but we were able to leave our luggage in the complimentary luggage storage until our room was ready. The room was clean, well-designed, and very comfortable. The bathroom was spotless, and the beds were exceptionally comfortable after long days of exploring the city. We also loved the fun ”Cleaning Please” and ”Do Not Disturb” door signs, they were a nice little touch. Both check-in and check-out were quick, easy, and hassle-free. The only minor downside was when we wanted to post a parcel within the UK. We asked the staff if there was a nearby post office or parcel drop-off point, but they didn't seem very familiar or confident with the available options.

The hotel location is convenient, close to supermarkets and restaurants, lively yet quiet. It's only a 15-minute walk to London's city center business district, so there's no need for public transport, which is super handy!

We arrived to check in at midnight but was told that Trip.com overbooked the hotel and there were no rooms for us. Transferred us to their neighbour Hotel Indigo. Waiting time was extremely long and tiring with no reassurances or updates from the manager on duty. We had to approach other staff to find a solution for us. Finally they put us up in a 2 Singles room supposedly for wheelchair access (we booked King bed). Great coffee machine and room slippers provided. Close proximity 2mins to Paddington station.

Due to a train delay, we arrived at the hotel at 10 PM. We had booked an Executive King Room, which, based on the photos, seemed to be their highest-tier room. The location is indeed very convenient, right next to Paddington Station in the square. However, as expected, you can hear the subway from the room, though it becomes quiet once it stops running at night. The front desk assigned me a room on the 5th floor, and I was immediately disappointed. It had a sloped ceiling, making the room feel short and cramped, and the bathroom was tiny, only big enough for one person. I spoke to the front desk, but the Indian staff member insisted it was the same room type and even claimed the photos I saw were posted by the booking platform, not the hotel, showing an extremely unhelpful attitude. Since it was so late, Trip.com couldn't resolve the issue either. I had to wait until the next morning to speak with the morning shift staff. As soon as I mentioned I had another night, they immediately moved me to a room on the 2nd floor facing the main road to the south. It was clear this room had been empty the previous night. The linens in the 2nd-floor room were noticeably better than those on the 5th floor, and it even had two bathrobes. The slippers provided on the 2nd floor were also thicker than those on the 5th. This shows that even within the 'Executive King Room' category, the hotel has different standards. Trip.com was very sincere throughout the complaint process, but ultimately, it was more effective to deal directly with the hotel's front desk myself.