Mercure Hotel Mannheim am Rathaus — Hotel in Mannheim

We booked the most expensive room, the so-called "privilege" room being accustomed to executive rooms in other Mercure hotels. On our arrival: no Nespresso machine, no bathrobes or slippers, no extra bathroom products and no view on the lavender garden as stated on our reservation. Instead, a view on the noisy council houses! So much for the quiet evenings! The phone was broken, we had to get down to reception to ask for the Nespresso machine and so on... We were told that this was understandable because we traveled with a kid and were given the family room which is bigger, please make sure that the description on the website matches the room one is supposed to get when traveling as a family. Room service (which by the way was very efficient and clean, the only good point during our stay) brought the Nespresso and bathrobes... On night 2, AC started making gurgling noises. On night 5: air conditioning broke down completely. We notified right away reception who told us that it would be fixed during our absence (we were going to Speyer) and ready on our arrival after dinner. When we arrived at 9, the lady at reception had not been notified, AC was still broken, and it was 30°C! The receptionist told us maintenance guy did not work on weekends and suggested we moved to a smaller (!!!) room with the AC functioning. But since she was alone (this hotel is clearly understaffed!), she said that my husband would have to carry the bed to the other room alone! In which hotel, do you ask a guest to carry himself a bed?! Unbelievable! We had a look at the other room (real small), my husband felt so tired because of all your mistakes, that we asked for a fan instead. Apart from 3 cold beverages that I asked for in compensation, nothing else was provided in compensation. Receptionist suggested that we got another family room in the morning but we were tired and disappointed with the lack of professionalism and we did not want to waste more time on our vacation packing and unpacking with the possibility to discover that the next room was not better that the one we had gotten in the first place! The only good points were breakfast and the staff at breakfast (very competent and welcoming) and room service which did an excellent work given the tiny space in the bathroom (which became dirty very fast even with us trying to be careful). This hotel is more a IBIS, does not deserve its Mercure label: tiny bathroom/restroom in the same space, no fridge in the room, quite old with amenities that broke down (TV also was malfunctioning several times and we had to unplug and plug...

The stay was great, the room was comfortable and the staff very friendly. However, some points could be improved: The food in the Restaurant: The soup was the only thing that was good. I have ordered two other dishes in differnt days and they were not good. So the problem was not with an isolated choice, but in general. The chicken salad was just the worst thing I have ever eaten in a restaurant. It was so bad that it made me nauseous, and I couldn’t eat it. The Flammkuchen wasn't that bad, but it was very basic and "economical". For the price, it should be better. The ones in the supermarket we buy for 2 € are much better and have more toppings. If I knew before that it was so bad, I would have bought something on the supermarket. If you do not have the structure to offer something good, just please do not offer. Or offer at least good things you can simply bake in some minutes, like a ready pizza or lasagna, but at least good quality. The prices were like the prices from a good restaurant, so there was some expectation, and at the end it was just bad. Air conditioning: even though the nights were not warm outside, inside the air conditioning was set at 18 degrees (the lowest possible temperature) and even though it was really warm the whole night. I woke up sweating many times, it didn't seem...

DO NOT USE THIS HOTEL ITS APPALLING This is a terrible hotel. My room carpet has a huge dirt patch which does not look like it has been cleaned, ever. The shower tap is hanging of the wall and the shower head would not stay in position and just kept falling to the bottom of the rail, so had to have shower bent double. Emergency stair lights are out for two days, which I reported twice and nothing was done.

Check in on Sunday took 40 minutes with one person ahead of me. The single check in person only knew how to check in people, nothing else. So when my colleagues had an issue with his booking the guy could do nothing even though there were empty rooms. If I wasn’t their my colleagues would have had to sleep...