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“Average hotel but staff not trained” 3 of 5 stars
Review of Mercure Mons

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Mercure Mons
4.0 of 5 Hotel   |   Rue des Fusilles 12, Mons 7020, Belgium   |  
Hotel amenities
Ranked #5 of 8 Hotels in Mons
Brackley, United Kingdom
Contributor
17 reviews 17 reviews
10 hotel reviews
Reviews in 14 cities Reviews in 14 cities
58 helpful votes 58 helpful votes
“Average hotel but staff not trained”
3 of 5 stars Reviewed August 20, 2014

This is a nice enough hotel situated in a pleasant wooded area. The area is remote and a car is essential. I did not use or see the pool area

Our room was clean, tidy and of a reasonable size. Bath towels were very thin and very small in size.

The restaurant was a pleasant environment but the food prices are astronomical. I guess this is because there are no other options available in the area to eat so the hotel charges what it can get away with. To me this breaks the trust that should exist between the customer and the company over honesty and fairness.

Our evening meal was acceptable but nothing special. The staff serving the meal did not appear to have had any training as waiters as the service was ‘interesting’. This ‘lack of knowledge’ was repeated in the bar, which was not permanently staffed resulting in long waits for service. The lady serving had, it would seem never been trained in bar work as the optics emptied she did not know how to change the bottles and could not understand why we would not accept a drink that had been dispensed from a half empty optic.

I wished to check out before I went to bed as I (and another 10 couples) needed to leave very promptly at 0600hrs the next day. Initially the receptionist said this was not possible as the computer said no until after midnight. I did manage to get a draft bill and found a number of food items on it that I had not ordered. When I asked for these to be removed from the bill I was told initially that this was not possible and could I pay and claim the money back from who ever had had them. It took some 30 minutes to sort this out and get a final bill but could never get an invoice as the computer said no. A number of my friends also had similar issues.

The staff I dealt (receptionist, On Duty Manager, Restaurant Manager) with were polite and pleasant but seemed to have little knowledge of either the computer system they were operating or how to run a hotel. There was an inadequate number of staff on duty for the number of people staying which also meant we had to eat at 1900hrs as they had a booking of 10 people for 2000hrs and could not cope with extra persons in the dinning room at that time

  • Stayed August 2014, traveled as a couple
    • 2 of 5 stars Value
    • 3 of 5 stars Rooms
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HichamBenali, Directeur général at Mercure Mons, responded to this review, September 19, 2014
Dear Guest,

Thank you for taking the time to tell us about your experience at the Mercure Mons.

We are sincerely sorry that your visit did not reflect the high standards that we set for our hotel.
We hope that you will give us the the opportunity to better serve you in the near future.


We are looking forward to welcoming you again at Mercure Mons. Please do not hesitate to contact me during your next visit.

Sincerely,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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174 reviews from our community

Traveler rating
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    78
    53
    15
    3
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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (8)
Date | Rating
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Norwegian first
  • Russian first
  • Spanish first
  • Any
English first
Lymington, United Kingdom
Senior Contributor
29 reviews 29 reviews
15 hotel reviews
Reviews in 17 cities Reviews in 17 cities
29 helpful votes 29 helpful votes
4 of 5 stars Reviewed August 20, 2014

I last stayed at this hotel over 25 years ago (it was not a Mercure at that time) The hotel has been tastefully freshened up but still has character. Good parking on site. The room was spacious and comfortable. Service was a bit patchy and the retaurant was a little disappointing but not bad.

Room Tip: As this is a rural area - all the rooms are probably OK
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  • Stayed August 2014, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HichamBenali, Directeur général at Mercure Mons, responded to this review, September 19, 2014
Dear Guest,

Thank you for taking the time to tell us your experience in our hotel, we really appreciate it.
To reach a great guest experience is a must for us and at every Mercure hotel around the world, and we work very hard for it, we believe that having the chance to know what you have experienced is the best tool we can have to improve, and like this reach our promises.

Your feedback concerning the service were shared with the staff to prevent future occurrence.

We hope that we welcome you soon!

Sincerly,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hampshire, UK
Senior Contributor
23 reviews 23 reviews
8 hotel reviews
Reviews in 14 cities Reviews in 14 cities
16 helpful votes 16 helpful votes
2 of 5 stars Reviewed August 16, 2014

Couldn't believe that they charge €17 for a very mediocre breakfast. Room and facilities ordinary for €100+. Quite far out of town. You wouldn't want to walk to the centre of Mons - transport definitely needed. Bed ok. Memorable for all the wrong reasons.

Stayed July 2014, traveled on business
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HichamBenali, Directeur général at Mercure Mons, responded to this review, September 19, 2014
Dear Guest,

I would like to sincerely apologize for the inconvenience you have encountered during your stay with us. Please note that the problems encountered were a true exception to our normal practices and definitely not the four star service, that you should receive in our establishment.

Please know that your comments have been shared with the entire staff to avoid and prevent future occurrence.
We hope that you will give us the opportunity to better serve you in the near future.

Sincerely,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Wiesbaden, Germany
Senior Contributor
30 reviews 30 reviews
8 hotel reviews
Reviews in 18 cities Reviews in 18 cities
11 helpful votes 11 helpful votes
3 of 5 stars Reviewed August 8, 2014

Staff is wonderful, breakfast is fabulous but the hotel is worn and a but shabby. It needs an upgrade! The hotel was always busy and booked but it is time the carpets in rooms were replaced, wifi upgraded, windows painted.

Room Tip: Higher rooms have a better view and are quieter!
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  • Stayed August 2014, traveled as a couple
    • 3 of 5 stars Value
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HichamBenali, Directeur général at Mercure Mons, responded to this review, September 19, 2014
Dear Guest,

Thank you for sharing your experience on Tripadvisor.

I apologize for the feeling caused and please rest assured that we are taking the appropriate measures to address the problem.
At Mercure, we strive to provide a superior service experience for every guest and your feedback is very important to us.

We hope to welcome you back soon!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Washington State
Top Contributor
111 reviews 111 reviews
44 hotel reviews
Reviews in 39 cities Reviews in 39 cities
60 helpful votes 60 helpful votes
3 of 5 stars Reviewed July 30, 2014

Our family stayed at this exact Mercure five years ago. Since then, nothing has been updated or renovated. The walls and furniture are badly scratched, the bathtub was chipped and peeling. The mattresses are uncomfortable and the pillows and bed linens are in sad shape. Also, the attention to detail is not there. We were given a set of wine glasses as a going away gift. The glasses were in the bathroom and the cleaning staff took them. The manager rummaged through the kitchen but was only able to find one. We weren't ever compensated nor was an apology given for losing one of our sentimental glasses. Breakfasts are good at the Mercure but they do not make-up for the negatives. The room is not air conditioned and on hot evenings, when the windows are open, there are mosquitos everywhere. Also, the woods are home to bats and two times, we had to shut the window because a bat almost flew inside our room.

Room Tip: Stay somewhere else.
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  • Stayed July 2014, traveled with family
    • 2 of 5 stars Sleep Quality
    • 1 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.
HichamBenali, Directeur général at Mercure Mons, responded to this review, September 19, 2014
Dear Guest,

We are disappointed to hear that you have not been fully satisfied with your stay and would like to take this opportunity to sincerely apologise.

We hope that you will give us the opportunity to welcome you back!

Yours sincerely,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Ottawa, Canada
Senior Reviewer
6 reviews 6 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
1 helpful vote 1 helpful vote
4 of 5 stars Reviewed June 1, 2014

Had a great stay and staff was very friendly and helpful.
Location is a bit out of the way, but as long as you have a car to get around, all is good.
Not far from SHAPE and there is a short back road way of getting there while avoiding the main boulevard. Breakfast was great for the price if you are on per diem. Very complete and meeting the North American needs. Had dinner there. Great smoked salmon cold appetizer. Solid portion. With couple of house red wine (a bit warm), made for a good experience.
Room was spacious and well appointed. Asked for safe, was told there was none, yet I had one in the room that worked perfectly well. Bathroom floor was made of wood? Appear to have got wet to many times. Was warped and blacken - read rotting? Pretty sure bathroom floor needed to be changed to proper tiles and forget the trendy look/idea. It does not feel like home if you do not want to walk bare feet in the bathroom.

Room Tip: No issues with my non-smoking room. Check to bathroom floor. Avoid 306 (bathroom)
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  • Stayed May 2014, traveled on business
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 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.
HichamBenali, Directeur général at Mercure Mons, responded to this review, September 19, 2014
Dear Guest,

Many thanks for posting a review and for the positive feedback!
It is great to read how much you have appreciated the location, facilities and service at the hotel..
I would like also to take this opportunity to inform you that we have taken the appropriate measures to address the problems encountered in the bathroom.

We hope to welcome you soon.

Sincerly,
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 Mons

Address: Rue des Fusilles 12, Mons 7020, Belgium
Location: Belgium > Wallonia > Hainaut Province > Mons
Amenities:
Bar / Lounge Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
Ranked #5 of 8 Hotels in Mons
Price Range (Based on Average Rates): $
Hotel Class:4 star — Mercure Mons 4*
Number of rooms: 53
Official Description (provided by the hotel):
4 star hotel featuring 53 comfortable rooms. The Mercure Mons is located in the heart of the forest near the Mons town centre. The hotel features a restaurant, a bar, several lounges with open fires, an outdoor pool, a car park and 6 conference rooms forup to 200 people. The recently renovated with individual airconditioning, personal safe, tea and coffee tray and WiFi. ... more   less 
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