Mercure Hotel Berlin City West

We arrived late, around 11pm with kids. Booked 2 family rooms. Initial check in experience was not acceptable, I was told I had to pay more than €350 despite my booking was €297. I was made to feel like I was lying, despite showing my booking and the price listed. It was not welcoming especially since I travel regularly and use hotels all over the world. The rooms were not in any state for guests. The bathrooms were mouldy and the drains were smelling, sewage smell was too much. One room the toilet actually broke when flushed and water couldn’t stop. So at 12am I had to move rooms with a small child. Other room had no hot water after the trip and we couldn’t shower, my family was too tired to move that night. No one slept well. In the morning we moved to another room on same floor. Hot water was working but the smell from the drain pipes was toxic. We were only for a short trip and I made contact with the manager who couldn’t really and didn’t know what to say or do about it. I’ve stayed in the other Mercure in Berlin and been very satisfied. Overall the experience was my worst, the family rooms are simply not fit for people to stay safely. We woke up with a headache from smell, doors had to be closed and quick trip to bathroom. Even no bathe because the smell was simply too much. Mattress were worn out. Not restful sleep at all. This hotel wasn’t cheap and not meriting 4 stars or the expectation that I associate with Mercure. The day before we stayed at an Ibis budget and the standard was far superior. Also, the speed of the internet was tragically slow, not acceptable for working or streaming. I am hopefully that you can take the time to reach me out to resolve the unpleasant and unhealthy stay at your hotel.

It is funny how many reviews here talk about the weak air conditioning. The recent comment was 1 month ago. 3 months after my horrible experience sleeping in a hot room. But the hotel's defense reply is:" No, our air conditioner is working fine." Well, working is different from cooling. If the air is coming out, that doesn't mean that it is cooling at 16°. What about you -the manager- Try to sleep one night in summer in your hotel to understand why the customers are complaining about it. And START to find a solution for your old AC. Costumers are always right.