By way fo a review, I attach the letter of complaint that I wrote to them. They did charge us twice although this was quicly remiedied but after three requests, they responded and offered me the name of someone to call should we dicide to stay there again. would point out that I have tried to comlian to Accor but have received no repley and, looking at their website forum, this is a common complaint.:
"My wife and I had the misfortune to stay at your hotel on the above dates and, as the lady at reception seemed unable to do anything, I am writing as I promised her I would, to register my complaints in as brief a form as possible. Please ask if you wish me to elaborate further.
Reception and check in were most helpful and easily the most pleasant part of the stay offering prices for Mercure or Novotel. I took the former as we had had a long drive and wished my wife to enjoy a “Mercure” rather than a “Novotel” experience…wrong!!.
Car Park – not allowed to use easiest spot but directed to another that took a 5 point turn to access. Needless to say, the original and convenient one remained empty through out the night.
Room – smallest “Mercure” room we have ever been in but must admit that it was newly decorated to a good standard.
Only the two pillows and none further provided in wardrobe. These turned out to be a disaster and needed to be folded to get any feeling of their being a pillow. And to think I had suggested that my wife could leave her own pillow in the car as “this” was a “Mercure hotel”. Reception told me that the type and quantity were acceptable to an Accor Inspector who visited the previous Friday. Please can I have his job in my retirement years?!!
Room was overheated and despite the air conditioner being on when we went for dinner, did not cool down.
Bar – no barman and asked reception who called for one. He said that normally he did not do the bar but worked in the restaurant. He was lovely but useless. I asked for a Tanqueray and tonic and had to point out the bottle of Tanqueray. He did not put ice in until I pointed this out and also failed with the thin slice of lemon that I helped myself to separately. He then left the drink and I had to ask for a tonic to go with it. When this was poured, it turned out that he had used soda water….and this for 5 euro in a duty free Country!! Incidentally, he provided nuts but not potato chips which were only on sale not to be offered…not heard about nut allergies and the discrimination of not providing a choice?
When we went to the restaurant, we found to our utter dismay that it was an Italian themed buffet, with no a la carte alternative, in an over lit room in which more than one family of children were running around. Not the smart “Mercure” restaurant or food that we had expected or experience at Aix en Provence, La Rochelle, Bordeaux airport and other “Mercure” Hotels…..
There were no restaurants that reception could recommend in walking distance (my wife suffers with her ankle) so we went out ourselves and found an adequate one down the road.
After dinner, my wife wanted a bath and after 5 minutes running the water realised that there was only tepid water at best.
Went to bed and, due to the heat, left the window open over a quiet road….wrong, traffic such as bin collection road sweeping and screeching tyres all night.
After a weary and long night, we went to check out and they could not get my Amex card to work, although it worked 10 minutes later at a petrol station. (After a few goes they
managed to get my mastercard to work but charged it twice!!)
I am afraid that the experience was dreadful, and that this is not a “Mercure” standard hotel but the price is certainly to their level. If we had known what we were letting ourselves in for when we walked in off the street, at best we would have opted for the “Novotel” or the “Ibis” at best and, at worst, to another hotel all together. We would certainly not have stayed with you.
I would like to think that you will not only learn from this and act on it but also make some recompense on the euro it cost to arrive tired and hungry and to leave fed (but not by you) and even more tired.
- Official Description (provided by the hotel):
- 172 air-conditioned rooms including 12 non-smoking rooms and 7 disabled rooms. Located in the financial and commercial centre. Features 3 restaurants, a bar, a private car park and a fitness center (swimming pool and sauna). ... more less
- Reservation Options:
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- Also Known As:
- Mercure Andorra La Vella
- Hotel Mercure Andorra/Andorra La Vella