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“Below par hotel” 2 of 5 stars
Review of Mercure Hotel Freiburg am Muenster

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Mercure Hotel Freiburg am Muenster
3.0 of 5 Hotel   |   Auf der Zinnen 1, 79098 Freiburg im Breisgau, Baden-Wurttemberg, Germany   |  
Hotel amenities
Contributor
15 reviews 15 reviews
3 hotel reviews
Reviews in 8 cities Reviews in 8 cities
8 helpful votes 8 helpful votes
“Below par hotel”
2 of 5 stars Reviewed 3 weeks ago

Not sure how this hotel has all those good reviews. Makes me think I got a raw deal with the rooms and the staff at the reception I had to deal with.

The rooms (I stayed on the fourth floor - family rooms) were not even close to a 2 star. The sheets were torn, the bed skirt and the walls / furniture had stuff splattered on it . The bed was very uncomfortable and the bathrooms were filthy.

We mentioned the condition of the room to the lady at the reception who didn't seem to care much, they responded by removing the bed skirt.

The hotel advertised that it was air conditioned, but the air condition nor the fans were working. When we asked them about it we were told to 'open the windows'. Note that this hotel is at a very busy junction on one side and the old city on the other - so depending on where you are staying - it might be an option. - For us it was a miserable night with an option for either a stuffy room or a noisy room (neither works when you have a 2 year old).

The breakfast was good and the service at the restaurant was good too.

The location of the hotel is good, it has a parking right below it making it convenient for those driving in.

Room Tip: Certainly not room 422 - will feel like an average motel. Not sure about the other rooms / floors.
See more room tips
  • Stayed April 2015, traveled with family
    • 1 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
H0492-GM, Manager at Mercure Hotel Freiburg am Muenster, responded to this review, 6 days ago
we refer to your stay from 09. – 10.04.2015 in our Mercure Hotel Freiburg am Münster and we like to thank you
for taking the time to inform us about your experience.
We are very sorry to hear that your stay in our hotel was unsatisfactory for you and we would like to apologize
for this inconvenience.
Dear client,
We are very concerned that you have the impression that the attitude of our staff is „desinterested“. This is definitely not what we expect from ourselves. At once we spoke with the staff working during your stay and they could remember you rather well. Immediately after your first complaint the housekeeping staff went to your room and tried to evaluate the
mentioned problems.
They removed the skirting which was around your bed. Unfortunately this was not enough and they were not able to put the room within the necessary time in a proper condition.
In the evening you came again to the reception. Unfortunately we were fully booked, so we can’t offer you to move in another room which we propose to our guests in such a case.

We can only excuse us once again and hope that you will give us the chance to prove that this was rather an exception. You can be sure that we will take all necessary steps to avoid these problems in the future.

Once more we would like to thank you for your consructive feedback which is most valuable to us in maintaining and safeguarding adequate services. Your comments are always very important to us in assessing and improving the service we provide.

We hope that we can welcome you again in our hotel one day.

Kind regars

Patrick Graf-Mathias
Director
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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601 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (19)
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Utrecht
Top Contributor
102 reviews 102 reviews
45 hotel reviews
Reviews in 57 cities Reviews in 57 cities
43 helpful votes 43 helpful votes
3 of 5 stars Reviewed March 26, 2015

It wasn't our first choice, but the preferred ones were full. Conveniently located at the edge of the city centre, everything within easy walking distance. Comfortable, if unimaginative rooms. Watch out: If you're carrying a skibox on the roof of your car it will not fit into the parking garage and you will have to pay for all spaces in the street (which are hard to find) from 9 am onwards.

  • Stayed December 2014, traveled with family
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
H0492-GM, Manager at Mercure Hotel Freiburg am Muenster, responded to this review, 5 weeks ago
Dear client, We very much appreciate your comments regarding your stay at the Mercure Hotel Freiburg am Münster. It is always a pleasure to receive positive feedback about our location. I will share your comments with our team. Thank you again for sharing your experience, and we hope your next visit , end of month, will be as pleasant as the previous one. Sincerely Patrick Graf-Mathias Director
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Edinburgh, United Kingdom
Reviewer
5 reviews 5 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
4 helpful votes 4 helpful votes
4 of 5 stars Reviewed March 2, 2015

Excellent location at centre of city. Staff were very friendly and helpful and all in all clean and it was good value. My only criticism was that the décor did seem fairly dated and it somehow had a 'musky' air to it all. Very functional though

  • Stayed February 2015, traveled with family
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
H0492-GM, Manager at Mercure Hotel Freiburg am Muenster, responded to this review, March 6, 2015
Dear client, We very much appreciate your comments regarding your stay at the Mercure Hotel Freiburg am Münster. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit , end of month, will be as pleasant as the previous one. Sincerely Patrick Graf-Mathias Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Glasgow, United Kingdom
Contributor
19 reviews 19 reviews
5 hotel reviews
Reviews in 10 cities Reviews in 10 cities
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed February 4, 2015

Two nights, Friday and Saturday, for Short stay with friends. Rooms impeccable, clean and well appointed. Breakfast buffet style; copious and varied choice. Staff very, very helpful. Location very good for old town and Castle.

  • Stayed February 2015, traveled with friends
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service

Review collected in partnership with Mercure Hotels

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
H0492-GM, Manager at Mercure Hotel Freiburg am Muenster, responded to this review, February 6, 2015
Dear client, We very much appreciate your comments regarding your stay at the Mercure Hotel Freiburg am Münster. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely Patrick Graf-Mathias Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Basel
Top Contributor
127 reviews 127 reviews
77 hotel reviews
Reviews in 81 cities Reviews in 81 cities
88 helpful votes 88 helpful votes
3 of 5 stars Reviewed January 25, 2015

To start with, we weren't even supposed to be staying at this hotel! I'd booked three rooms at the Novotel Freiburg for myself and friends going to a concert six months before the night we were going to be staying there. On the day of arrival, I received a phone call from the booking manager advising me that, because of overbooking, the rooms weren't available but they had rebooked us at the Mercure, the other side of town. Unfortunately, by that late stage, my friend had already arrived at the Novotel and had left her luggage there, so she had to trek back later from town, pick her bag up and take it to the new hotel. And I had to get on the phone and try and track down my friends who were coming in from all different directions to let them know about the change. It was very inconvenient.

So we hoped, given the inconvenience, and the fact that I've been a loyalty club member for years, that we'd be well treated at the Mercure. What we experienced was decidedly average. If I'd been in charge, I would have offered something to make us feel better about the brand, free breakfast or something, but nothing was offered. The reception was average, not particularly friendly but perfunctory. The rooms are clean and modern but rather bland.

The hotel is very well located for those wanting to enjoy the charms of Freiburg, right at the end of a main shopping street. It is not right next to the Muenster, despite the name, but close.

  • Stayed October 2014, traveled with friends
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
H0492-GM, Manager at Mercure Hotel Freiburg am Muenster, responded to this review, February 6, 2015
Dear client, We very much appreciate your comments regarding your stay at the Mercure Hotel Freiburg am Münster. It is always a pleasure to receive positive feedback about our hotel and staff. I will share your comments with our team. Of course I will talk with out sister hotel about the situation to find out where the problem was, on our side ! Thank you very much ! Sincerely Patrick Graf-Mathias Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Mercure Hotel Freiburg am Muenster

Address: Auf der Zinnen 1, 79098 Freiburg im Breisgau, Baden-Wurttemberg, Germany
Location: Germany > Baden-Wurttemberg > Freiburg im Breisgau
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites
Hotel Style:
#11 Business Hotel in Freiburg im Breisgau
Price Range (Based on Average Rates): $
Hotel Class:3 star — Mercure Hotel Freiburg am Muenster 3*
Number of rooms: 115
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Also Known As:
Mercure Freiburg Am Muenster
Mercure Freiburg Im Breisgau
Mercure Hotel Freiburg Am Muenster Germany/Freiburg Im Breisgau, Baden-Wurttemberg

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