Mercure Roma Centro Termini — Hotel in Rome

As someone with experience in customer service, I understand the significance of prioritizing customers' experiences. It has taught me the importance of ensuring customers feel secure, safe, cared for and valued by providing exceptional service. I am a loyal gold member of the al Accor membership program and have considered it my second home during my visits. Although I enjoy spreading positive feedback when I have fantastic experiences, my most recent stay did not meet my expectations.

My wife and I had a strong preference for Accor hotels when choosing accommodations for our honeymoon because of my loyalty and positive past experiences with the brand, we again chose Accor. Unfortunately, our recent stay at Mercure Roma Centro Termini was quite disappointing. To put it quite bluntly, it was deplorable, We were not treated in line with the Accor values or basic decency or respect. While the rooms and amenities were acceptable, we felt uneasy and even threatened due to the behaviour of the staff. The check-in personnel were impolite, unhelpful, and lacked basic customer service skills. Witnessing a heated argument between an employee and another guest during both check-in and check-out only added to our discomfort. Overall, this was the worst hotel experience we have ever had globally.

We arrived at the hotel at around 11am and politely requested an early check in which is one of the gold tier benefits. We also know and acknowledge that this is subject to availability. We were responded with the most unfriendly of responses by the check in agent, there was no welcome back, no appreciation for loyalty. No smile no friendliness. We were told our bags could be held. However this was not a secure space they were just placed in the main area. This area could be accessed by anyone from the public. Additionally, a guest staying there warned us to be mindful of your belongings as the staff don’t care and things go missing. This is also supported by reviews on trip advisor. As we were sitting waiting working out what to do the check in staff were looking us up and down and could be seen speaking about us negatively to each other in Italian. This made us feel unvalued and unwelcome, on edge and unsafe. I felt the need to secure my belongings in my room due to safety concerns. We were seriously concerned for our safety and the ramifications of speaking up and providing feedback.

The two men appeared to be mocking us. The staff persistently attempted to upsell by sending me numerous emails urging me to upgrade with additional purchases. While one email was appreciated, the excessive advertising may be seen as harassment. I received confirmation via email that the room had been paid for, but an unauthorized charge of $206.12 was added without my consent and noticed on the evening of check-in. The staff was unable to explain this unauthorized charge or provide an invoice during checkout, which goes against the booking conditions.

During my stay at this hotel, I noticed that the staff and guests frequently engaged in heated arguments over payment issues. This behavior does not meet the expected standards of Accor hotels and is unacceptable. Because of my concerns, I decided not to partake in the welcome drinks or dining at the hotel. I urge you to take this feedback seriously and escalate it to the highest level of management. It is important to note that I am not the only one who has provided this feedback, and improvements...

It was indeed one of the worst hotel experiences ever. I booked a junior suite. I arrived at night and checked in to find the A/C of the bedroom was not functional at all! I then contacted reception, and they tried to fix it but couldn't, so they downgraded me to a classic room. The following day, I went to them to see what would happen. I found myself then in the presence of the worst receptionist ever! His name was Manuel. I have never, even in my hundreds of hotel stays, encountered a worse receptionist than him. He is the worst example of a hospitality worker. So I spoke to this "Manuel" about what happened in a very polite manner to find him responding in an insulting way and not even bothering to apologize about what happened. I asked him if there would be a solution to that problem, and he said, "We will fix it in a few hours, then move you again to your suit." So I returned to him after a while, and he told me it was fixed and I could move back to the suite. I asked him then about the first night that I was downgraded, and he said, "So? What do you want?" It was exactly like that, in that rude manner! So I told him I should get a refund for the difference between the suite and the classic room as I never stayed in it because of the A/C fault. He told me straight "NO, we will not do anything like that" so I told him I hadn't stayed in a suite, how could you change me for it? Then he said, "You had the choice to accept to stay in it without A/C"! I realized there was no point in continuing the conversation, so I asked him to connect me to the manager. He said there is no manager; he is out of town. So I asked if anyone was covering him, and he said no. I told him then, would you please ask him to give me a call? He said, "No, I will not". I told him I needed to speak to someone in charge. He said, "Send him an email. He might answer you or not". The problem didn't finish there. After a while, he told me the suite was ready, so I moved there to find the problem still present, and the A/C was still not functional! That time, it was already in the evening, and luckily, the shift was changed, and a friendly receptionist named Jean Luca replaced that rude Manuel. The man was amiable and very understanding. He sent me the technician again to solve the problem, and the technician reported that the air-conditioning was totally out of service and could not be fixed this way. So Jean Luca came to me, apologized, and promised to find me a solution, which he did, and finally moved me to another suite with a functional A/C. It was already night, so I just slept and checked out the following day. During the check out, I found myself again with the same 'Manuel'. He made my check out a painful experience as he took around 30 minutes to check me out! He made me literally run to catch my train. He refused to use the blocked amount from my credit card and refused to give me a receipt of that amount! When he saw me aware of my rights, then only he used that amount but took unbelievable time to finish the check out process. As I said, he took around half an hour to do that! So I had to suffer through the whole stay, paid for a suite, stayed in a classic room, and encountered the world's worst hospitality worker. Therefore, if I were going to Rome and found this the only hotel available, I would cancel my trip or change my...

As Diamond member, we hold your property to a high standard, particularly when celebrating a special occasion like our honeymoon. Unfortunately, our recent stay fell far short of expectations and was deeply disappointing.

We were assigned a loft room on the second floor, which was neither mentioned in the booking details nor shown in any of the photos. The listing failed to clarify that the junior suite was a loft. We were completely unprepared to climb stairs within our room, especially after long days of walking and sightseeing in the beautiful city of Rome. This was an unacceptable inconvenience for a property of your caliber.

To make matters worse, the room’s layout was poorly suited for comfort. There was no bathroom on the upper level, requiring us to navigate the stairs repeatedly, which became particularly inconvenient at night. Furthermore, there was no clothing rack or place to hang clothes in the living area, further detracting from the functionality of the space.

Adding to our discomfort, the air conditioning was centralized and could not be adjusted. When the room became stuffy, we had no option but to open the windows. This exposed us to constant noise from the busy street below, including sirens, conversations, and yelling, given our location on the second floor.

What made the experience even more frustrating was learning that our friends, who booked the same room type, were assigned a non-loft room on the seventh floor, complete with a bathtub. Despite our willingness to downgrade to a different room type, we were told no alternatives were available. However, when our friends experienced issues with water pressure, they were offered to move to another room. The inconsistency in how these situations were handled left us feeling undervalued as loyal guests.

As Diamond member, we chose your property with the expectation of a seamless, enjoyable experience, especially for such an important occasion. The numerous inconveniences and lack of attention to detail in accommodating our needs were deeply disappointing and far below what we expect from a property of your standing.

We kindly request appropriate compensation for this highly unsatisfactory stay. It is essential that these issues are addressed to ensure no other guests face such a disappointing experience in the future. Thank you for your attention to...