メルキュール東京日比谷 — Hotel in Tokyo

This is not a Mercure hotel, is it?

As an Accor Gold member I dropped off my luggage at 9am. I was told by reception I could have early check in at the time but would only be in a corner room. She suggested if I don’t prefer that I can have late check out instead as part of the member privilege.

Therefore I chose late check out. However when I returned at 3pm for official check in, they still gave me the corner room #620 (end of hallway). Not a big deal; I took it even though felt odd as they are contradictory.

At 10:30pm I prepared to have a bath (it’s Japan where everyone all have bath if they can). The bathtub water flow was tinier than someone’s pee. I called them to have a look and at 11pm they sent a staff with screw driver to release the tap pressure; I tried to ask them what complimentary gesture of good will they can give. The staff was unable to understand English and repeated the story that I already knew -he can’t comprehend English at all! Now it’s nearly midnight and I’m still not using my bath. They told me they have no spare room for exchange so I had to wait for them to fix this.

This is what Mercure offers to their gold member. Not even a simple bath works! A hotel should meet essential needs of guests but they failed completely. They don’t provide facility that you can rest and instead makes you more tired. I stayed in nearby Sutetsu Fresa inn previously and that was a better experience (service) than Mercure Hibiya.

Next morning I spoke to your manager Jack who told me that the water issue was due to your greenkey campaign so to have to be environmentally friendly. Does that mean you can compromise on essential needs? In that case why don’t you just black out after 11pm every night? This is ridiculous.

I have very serious concerns about your capacity to meet essential needs, your incapacity to contain guest’s frustration immediately and notable to actively propose any compensation (no spare room to change so I had to finish bath late at 1am? Or offered me complimentary breakfast? Until I asked can I have late check out which was already part of gold member benefit ) and also staff unable to communicate in English.

I have stayed in many hotel across Japan, from the north in Hokkaido and down to south in Okinawa. Many of them were just business type of accommodation such as Sutetsu fresa inn. I also have stayed in some well known international hotels such as Hilton, Hyatt or Shangri-la . Over more than a decade I have never experienced such badly and you are the worst hotel I have stayed so far. I’m astonished even more given I’m a gold member. You really left...

I've no issue staying in a small room if it's well designed, but this one wasn't. The room felt smaller than it was due to poor design, despite being newly renovated. For example, and big boxed in area in front of the window (and a second section for a bedside table) which had a wavy design meaning it took up even more of the room, and with a strange small built-in chaise long style seating area that is too high and small to lie on, plus a large round unit containing only a small fridge, and then an extra small table that just created clutter. A more compact design would free up much needed floor space, or space for a second suitcase.||It was also so very dark, both in the lighting and everything painted in dark colours. One side of the bed had just a very dim lamp hanging over it, while the bathroom had one single narrow spotlight (and a dim light in the bath), which - unless you were hanging over the sink - you couldn't see anything - and even then your face was cast in shadow, and the sole mirror would be steamed up. The bathroom was also very small, with the large toilet taking up most of the floor space.||Every day at breakfast in the basement you had to wait for a table. Generally, you would have to wait at the desk for several minutes before anyone would acknowledge you, and even then they'd tell you you'd have to wait to set a table for you (this happened all 5 days we were there, and there were too few small tables, so large tables often had just 1 or 2 people sat at them, and staff didn't appear to proactively try and clear and set tables, leading to bottlenecks in getting people seated). The food was reasonable, though I would have liked to have seen more hot food options (there was just eggs cooked to order, with Sausage and bacon, or a couple of other options like waffles), and more fresh fruit in particular.||Check-in was slow, and reception was cluttered with left luggage, though staff were friendly when they finally got to you. Also, the 2 small lifts meant you were often waiting for at least a couple of minutes, and with no accessible stairs were the only option to get from floor to floor.||On a massive positive though, location was excellent - right beside Simbashi station with absolutely loads of metro lines running there (and main trains direct to both airports), plus just round the corner from the Ginza shopping district, and many restaurants including some nice ones in the railway arches right across from the hotel.||All in all, it's a stylish hotel but it misses the mark, and needs someone sensible to go in and shake things up, as it's...

As an Accor Gold member I dropped off my luggage at 9am. I was told by reception I could have early check in at the time but would only be in a corner room. She suggested if I don’t prefer that I can have late check out instead as part of the member privilege.

Therefore I chose late check out. However when I returned at 3pm for official check in, they still gave me the corner room #620 (end of hallway). Not a big deal; I took it even though felt odd as they are contradictory.

At 10:30pm I prepared to have a bath (it’s Japan where everyone all have bath if they can). The bathtub water flow was tinier than someone’s pee. I called them to have a look and at 11pm they sent a staff with screw driver to release the tap pressure; I tried to ask them what complimentary gesture of good will they can give. The staff was unable to understand English and repeated the story that I already knew -he can’t comprehend English at all! Now it’s nearly midnight and I’m still not using my bath. They told me they have no spare room for exchange so I had to wait for them to fix this.

This is what Mercure offers to their gold member. Not even a simple bath works! A hotel should meet essential needs of guests but they failed completely. They don’t provide facility that you can rest and instead makes you more tired. I stayed in nearby Sutetsu Fresa inn previously and that was a better experience (service) than Mercure Hibiya.

Next morning I spoke to your manager Jack who told me that the water issue was due to your greenkey campaign so to have to be environmentally friendly. Does that mean you can compromise on essential needs? In that case why don’t you just black out after 11pm every night? This is ridiculous. I have very serious concerns about your capacity to meet essential needs, your incapacity to contain guest’s frustration immediately and notable to actively propose any compensation (no spare room to change so I had to finish bath late at 1am? Or offered me complimentary breakfast? Until I asked can I have late check out which was already part of gold member benefit ) and also staff unable to communicate in English.

I have stayed in many hotel across Japan, to the north in Hokkaido and south in Okinawa. Many of them were just business type of accommodation such as Sutetsu in. I also have stayed in some well known international hotels such as Hilton, Hyatt or Shangri-la . Over more than a decade I have never experienced such badly and you re the worst hotel I have stayed so far. I’m astonished even more given I’m a gold member. You really left...