My family stayed April 25-28, 2014. The hotel facilities are nice. The rooms are comfortable, and the location right next to Paddington Station is great.
With that being said, dealing with the hotel staff and the parent company concerning being charged twice for our room and getting the second charge refunded was enough to make me steer clear of Mercure altogether, and to strongly recommend that people avoid Mercure and the group of hotels in London that Mercure London Paddington belongs to.
When I made the reservation back in January, I prepaid the entire stay. On arrival, I did not have the credit card with which I had prepaid the stay because I was pickpocketed earlier that day, before we left for London. On check in, per hotel policy, we were told that we needed to pay with a different card (even though the room was already paid in full), and the amount we prepaid would be refunded to the original card in 1-3 business days. No problem.
When we checked out Monday morning we were told that if we had given them proof that we prepaid the stay, they could have avoided charging our second card, but that it was too late now and the charge for the stay was applied to the second card, and we had at that point been charged twice for the stay. We were reassured that we would get the refund to the original card in 1-3 business days.
I called back on Friday, May 2nd to let them know that we had not received the refund yet. I spoke with Larissa, and she told me that it would actually take 7-10 business days for the refund, and to call back next week.
I called back on May 9th, and spoke with Larissa again. She said she was handling this personally, and that I should call her back later the next week and she would have more information.
I called back after a week (May 19th I think), Larissa was not in, so I left her a message with my contact information letting her know that I filed a claim with my bank regarding this matter, and to please contact me by email so I don’t have to keep making international calls to the UK.
After two days of no reply, I called back on May 21st, spoke again with Larissa. She said that she was waiting for me to call her back, and she said that I was approved to receive my refund and will receive it on Monday, May 26th. She also said if I don’t have it by then, I should call her back and let her know.
As of May 27th I still had not received a refund from the hotel. I called the hotel, and Larissa transferred me to Artis. My understanding is that Artis is in the accounting department for that group of hotels in London. He said that the reason for the delay was that my bank must be “holding the refund for some reason” because it was processed on May 22nd. I asked for an absolute final date that the refund should appear in my account, Artis said May 30th.
May 30th came, and by the end of the day, no refund. I called the bank to verify whether or not a refund attempt had been made, and it had not, so I called the hotel. The hotel transferred me to Stefan in reservations. Stefan said that the refund was processed on May 22nd, so I should call back next week. I told him that I every time I call and speak with someone they tell me to call back next week. He then said that there was a bank holiday on the 25th that could be the cause for the delay.
I asked Stefan what the next step up the hierarchy is since I am not satisfied with constantly being told to “call back next week”. He said he wouldn’t tell me, but offered to take my contact information. I told him the hotel has my contact information, but no one contacts me, they always wait for me to contact them. I am tired of making international phone calls because they won’t email or call me.
He then said that since the hotel is in the UK and my bank account is in the US, the refund would take longer. I asked him why the charge can be made so quickly and easily, but the refund takes over a month. He told me to call back next week. I verified his name and the department he worked in and told him that I am drafting a review for Trip Advisor and Booking.com to let people know what I have had to go through to get my refund, at that point Stefan hung up on me.
As I wrote at the beginning of the review, the hotel itself is nice, but my experience dealing with the staff has been incredibly frustrating, and not only the hotel staff, but the people in accounting and reservations of the parent group. I find the way they have handled my case completely unacceptable. For them to keep passing me along to another person, never having firm answers, and keep telling me to call back next week, and finally hanging up on me, I would strongly caution anyone to think twice before booking a room with this hotel group.
- Official Description (provided by the hotel):
- The Mercure Hotel Paddington is perfectly situated for anyone visiting London for business or pleasure. Only being a few strides from the Heathrow Express at Paddington Station and 3 London Underground lines. ... more less
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- Also Known As:
- Quality Inn London
- Quality Crown Hotel Paddington
- Quality Crown London
- Mercure London Paddington Hotel England