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All reviews high street privilege room car park examination schools merton college old building central location excellent location per day eggs benedict within easy walking distance comfortable hotel no lift breakfast was excellent two night stay cooked breakfast ruskin
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Reviewed 5 weeks ago

A hotel with good rooms in a convenient part of the city . Hugely let down by the failures of its management.

We specifically booked a large chain hotel as we were arriving late, meeting friends and wanted somewhere where we could unwind over a few drinks after going out for a meal. It was confirmed on checking in that the hotel had a 24 hour bar/night porter.

We returned to the Hotel at 11.30pm to find everything locked up and had to be let in by the security guard. He confirmed that the bar was closed, and there was no room service.

As we had booked for two days, we asked if we could check out one day early. He wasn’t authorised to agree this, told us there was no manager in the hotel and referred us to the morning receptionist.

The following morning, we asked the same question of the receptionist who explained that as we had paid in advance, she could not authorise this, and explained that there was no manager on duty until 3pm. She also advised that Mercure had no customer service call centre or anyone else we could speak to . She was actually very helpful, and after some discussion, offered to call the OnCall manager, and finally it was agreed we could leave.

I find it incredible that a hotel for such a large brand has no onsite management at weekends. We regularly stay at the Mercure Wiesbaden which is excellent, and fully staffed all week. It was also disappointing that the hotel website is misleading as was the information we were given on checking in. Whilst all the staff we spoke with were polite, it is disappointing that the invisible management team are so inept, unempowering of their staff and lacking in customer focus.

A few positives - the rooms are ok, the bar area nice (although a public one, as the hotel bar was closed throughout our stay) and convenient for central Oxford. The restaurant serves a nice breakfast, and the staff there were friendly and professional .

As the hotel car park has closed, please be aware that the nearest car park is 0.4 miles away and £20 per day.

So in summary, if you want to pay £150 per night for bed and breakfast, this is a good choice. If you want a hotel with facilities, the backing of a large hotel chain in terms of service, and a management team focused on customers and able to fix issues there and then, avoid it. I would really worry that if there was a serious incident overnight or at a weekend, anyone would actually be empowered to coordinate anything.

Final tip. Do not, ever, pay in advance.

Room tip: Try another Hotel
Date of stay: January 2020
    • Rooms
    • Cleanliness
    • Service
1  Thank Pudworth
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bradlee p, General Manager at Mercure Oxford Eastgate Hotel, responded to this reviewResponded 3 weeks ago

Dear Pudworth

Thank you for your recent review on TripAdvisor. Please accept my apologies for the issues encountered during your stay.

The team member that let you you into the Hotel is the Night Auditor and although the bar was closed we do offer room service or if you wanted to remain in the lounge area, this should of been allowed. I have addressed this with the relevant department.

We do have a Duty manager in place for everyday of the week, unfortunately on this morning we had our duty manger not report for duty due to illness. I once again apologise that you have had a poor experience and it is my hope to have the opportunity to better serve you in the near future.

Please be assured that your review will be auctioned and the appropriate training had been given.

Many Thanks
Bradlee Pillay

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 17, 2020

We are regular clients of the hotel and experienced yet another highly enjoyable stay. The location is perfect for our needs. The room was great. We appreciate too the very helpful and friendly staff in both hotel and restaurant. We look forward to our next visit.

Date of stay: January 2020
  • Trip type: Traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
Thank ClaudiaL626598
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bradlee p, General Manager at Mercure Oxford Eastgate Hotel, responded to this reviewResponded 3 weeks ago

Dear ClaudiaL626598

Thank you for your 5 star review on TripAdvisor. It is always a pleasure to receive positive feedback about the team in the Hotel. I will share your comments with all.

We look forward to your next visit with us here at the Mercure Oxford Eastgate.

Many thanks
Bradlee Pillay

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 16, 2020

Wonderful time food excellent. Staff Nelly and Stamatis exceptional and attentive. Gold star to them both in Keepers kitchen and bar. After our afternoon tea we sat in the very pleasant lounge and had the gin and tonics. Will certainly come again.
Joan Yardy

Date of stay: January 2020
    • Value
    • Cleanliness
    • Service
Thank joan4805
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bradlee p, General Manager at Mercure Oxford Eastgate Hotel, responded to this reviewResponded 3 weeks ago

Dear joan4805

Thank you for your feedback on your afternoon tea here at the Mercure Oxford Eastgate.

I will share your feedback with the team, I am sure Nella and Stamatis will be really happy to hear such positive feedback.

We hope to see you again in the near future.

Many Thanks

Bradlee Pillay

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 15, 2020

Hi

I would like to make some comments about my room i've been in many hotels in U.K. but i have never seen a room that clean as yours you can see very clear you guys are paying a lot of attention evan for small details i will highly recomand your hotel to anyone who want to have a fantastic time

Date of stay: January 2020
Trip type: Traveled on business
Thank ticulam
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bradlee p, General Manager at Mercure Oxford Eastgate Hotel, responded to this reviewResponded January 15, 2020

Dear ticulam

Thank you for your 5 Star review.

I with great pleasure to hear that you found the hotel clean, I will share with the relevant department, I am sure this will serve as encouragement to continue to offer a superior service.

Many thanks
Bradlee Pillay

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 15, 2020

I had an excellent time in your hotel you are having a great staff they are very polite and friendly my room was outstanding very clean and organized o love the way you guys treating your customers a big WELL DONE i will definitely be back soon in your hotel

Date of stay: December 2019
Trip type: Traveled as a couple
Thank cosminar585
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bradlee p, General Manager at Mercure Oxford Eastgate Hotel, responded to this reviewResponded January 15, 2020

Dear cosminar585

Thank you for your 5 star review on TripAdvisor. It is always a pleasure to receive positive feedback about the cleanliness of the room. I will share your comments with the housekeeping team.

We look forward to your next visit with us here at the Mercure Oxford Eastgate.

Many thanks
Bradlee Pillay

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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