Mercure Namur Hotel — Hotel in Namur

We were full of positive expectations by the warm and efficient reception for our 5 night stay when we arrived. We had booked a river view room. Sadly the room we had was a renovated room in the eves of the old building . The window had a view but more as a skylight and lacked light.The room was replaced on request. The staff in all departments are polite and try to accommodate the guests however, sadly, short staffing, lack of training and ineffective management results in frustrations and less than the promised quality stay. The lack of attention to detail in all areas: |1. Rooms - not properly cleaned each day . Bed Linen inside out, soap residue on shower walls from previous guests, coffee tray had sugar and spill marks from previous guests, splash marks on mirrors, toilet side not secure, finger marks on all doors, carpet not properly vacuumed, rubbish bin not emptied.The first morning we had no electricity. It wasn’t the room key. We waited a while for it to be sorted.|2. Room service- it’s took 3 phone calls to various departments to place an order. The food arrived promptly but not on a tray , no serving utensils or condiments. With only one chair in the room eating was done standing up by one of us because the plates used did not allow for eating on the bed.|3. Breakfast- there was only 1 person serving approximately 20 guests. So there was no possibility of setting tables , clearing and refilling the buffet . One coffee making machine for the whole restaurant . Self- service and taking about 2 minutes per cup meant that guests were lining up waiting for a while.|We chose to eat breakfast outside the hotel there after.|4. No follow through despite requesting remediation of room challenges. After chasing up the duty manager in the evening ,a length discussion and a promise to resolve the issues, we returned to the hotel the next afternoon to nothing having been attended to. By then we were frustrated and embarrassed to have to complain once more. The initial response at the front desk was that it had nothing to do with them. I insisted on seeing the manager who confirmed having received an email from her counter part asking to resolve the problems in our room. No follow through, lack of delegation of duties . We felt abused and that|as long as they had received prepayment that they could provide substandard service. The manager apologized yet again, went to see if our room was ready and cake to tell us that it was done. Once more ⅔ of the issues had not been attended too. The cleaner had to return to complete her work, the maintenance men arrived for the toilet.|5. We had invited friends and reserved a table for dinner for the Wednesday evening. Only to receive on email on the Monday the say that the planned music and dinner had been cancelled. |6. The last night we decided to have dinner in the restaurant. I called and booked a table and on arriving was informed that I had not done so. I insisted that they look and told them where were to be seated.suddenly they found our name and the table. We waited 15 minutes for our drinks and 40 minutes for our food. The quality of service is good but yesterday again there are insufficient staff for the number of guests. At no time anywhere during our 5 nights did we see a member of management come in and check how things were going. As someone who worked in the industry for more than 25 years it’s very disappointing that a venue with such potential has so much to sort out in terms of organisational management, lack of attention to detail, effective staff training and insufficient staffing at all levels. The house keeper are expected to clean 25 rooms a day each. |This hotel is perfect for a very short stay.|We chose to stay and not leave with all these challenges due to family...

We recently stayed at this hotel for three nights between Christmas and New Year, traveling as a family of three (my wife, our 1-year-old, and me). While parts of our stay were enjoyable, several aspects left us feeling disappointed.

The Good The hotel itself is lovely, with a comfortable and cozy atmosphere that allowed us to unwind after a busy holiday season. The room was well-maintained, and the overall ambiance made for a restful stay. Special mention goes to the lady who handled our check-in—she was warm, welcoming, and highly efficient, making us feel at home right away.

The Not-So-Good We noticed some cost-cutting design choices in the room. For example, the entryway lacked adequate lighting, making it quite dark. We had to leave the bathroom light on just to navigate this area, which was inconvenient and felt unnecessarily stingy for a hotel of this standard.

Another disappointing aspect was the extremely poor Wi-Fi. It barely worked for streaming even in low quality, and video calls were out of the question. This wasn’t a device issue, as we tested it on multiple devices, all showing maximum signal coverage. It seems the hotel either deliberately limits speed or their network capacity is severely inadequate. This was especially frustrating given the price point of the stay and the expectation of basic functionality like reliable internet.

Additionally, the hotel policies felt like penny-pinching. The spa access came with the room, but bathrobes were an additional €10—a small but aggravating fee for something that should be included. Similarly, late checkout, which is typically complimentary with my loyalty status, was charged extra. These policies left a sour note, as they felt like nickel-and-diming rather than enhancing the guest experience. In the end, the hotel lost out: we skipped booking massages and opted not to stay for lunch on our departure day because we couldn’t justify paying for late checkout.

The Mixed Staff interactions were inconsistent. While the check-in experience was stellar, another staff member we interacted with was notably less helpful and lacked the friendliness one expects from a hospitality professional.

Conclusion The hotel has the potential to deliver a fantastic experience, and parts of our stay were genuinely enjoyable. However, the poor Wi-Fi, disappointing policies, and inconsistent service overshadowed the positives. While we might consider returning for the comfort and ambiance, these factors would make us...

This is a very plush and elegant hotel. The decor is on point, the rooms comfortable and well laid out. Mine was a privilege room so large with a (shared) terrace. Be warned, as a woman travelling alone, this wasn't ideal, but the curtains are heavy and cover well.||The downsides are the lack of hotel parking. There IS street parking available, but I'm certain that in peak times this could be hard to find. Otherwise, the casino car park, which is a walk down the street, is expensive.||The restaurant is my biggest issue. The menu was dull and expensive. I chose the 2-course formula and took the Coquilles Saint Jacques followed by magret decanted. This was fairly priced. However, I wish I'd simply ordered a double portion of the scallops. They were delicious, and the celeriac puree was perfect. The bread and locally-made butter were excellent, too. Sadly, the duck arrived blue (is asked for it to medium rare as I can't stand overcooked meat). When I said it wasn't suitable, the waitress offered to take it back. Note I didn't request this, I was simply giving up. But since she offered..... I could hear the fragile ego of the chef complaining, and the same breast arrived grilled again, this time so tough it was inedible. I gave up at this point. ||This morning I arrived to breakfast to find unsmiling, dismissive waiting staff, a cooked breakfast that looked like it had all been dumped in a sink of hot water to cook. The sausages were swimming in water, the scrambled eggs were hard balls of yellow mass in a yellow bath of water, the bacon limp and cold. The breakfast buffet was a mess, and they staff weren't keeping it clean. Crockery and cutlery weren't properly clean. And such a shame that they didn't offer the beautiful butter of the night before but prepacked beurre doux. They didn't have demi-sel.||It's a shame, as being a distance from the centre means guests have no choice but to eat here. ||Perhaps Chef vam Heymbeek could...