Hôtel Martha Mersch Luxembourg — Hotel in Mersch

My husband and I checked in on a drizzly Monday at 4pm having driven all the way from the Netherlands in difficult weather conditions. We were looking forward to our two night stay and I can’t tell you how happy we were to see a clean modern hotel at the end of a long day. As we drew closer however, it looked closed with little sign of life or light, but thankfully it was only the restaurant that was closed, which was as expected; but wasn’t an issue as the conformation stated they had a brasserie as well, where half board was an option. ||The young man on reception was helpful and check in was smooth. That’s where the good news ends, sadly. ||The first issue we had was on attempting to use the toilet on arrival. I have a progressive and debilitating joint condition, which means I use a wheelchair for distance and I walk with crutches for short distances on some days. |I had been through a laborious & detailed email conversation with the hotel staff in advance (as I always do) to check they could accommodate me comfortably. There’s nothing quite like a holiday ruined by the wrong facilities for a disabled person. Despite knowing this detail in advance however, the toilet seat was loose enough to slip almost off the loo as I sat down on it. I got a fright, but managed to avoid a serious accident (of both kinds!) by grabbing the rail & asking for help from my husband. He tried to tighten it up but it needed a tool to do it firmly, so he spoke to reception again and the same young man appeared with the tool very quickly. He knew exactly what was wrong as it clearly wasn’t the first issue they’d had with it. ||I was still optimistic however. They’d responded quickly and fixed the problem. That optimism remained until I tried the bed; the top of which was a completely loose and unfixed unfixed, 2 inch foam pad, which moved as I sat down on it. We’d asked for the room to be set up as a twin which gives me the most options, but it meant the foam moved so far, I almost ended up on the floor, as the mattress below wasn’t great quality either. At that point, my husband asked if I wanted to go elsewhere, but it was already after 5pm, we were both tired and the darkness was coming down on what was a grim night. So we pushed the beds back together for stability; and also to fix the problem of accessing the 2nd bed which was blocked off on one side by a large ottoman and by a radiator on the other. Using my wheelchair wasn’t an option with the beds set up as they were and such large pieces of furniture; including a high desk placed hard up against the bed; but no room for a bedside table on the other side. ||We decided on a rest and dinner and that’s when the issues really peaked. Not only was the restaurant closed, the Brasserie they refer to on their website and confirmation did not exist at all, and there were not only no food facilities anywhere in the hotel, there was not one accessible place to eat in the town open on a Monday. ||My husband again sought assistance from reception and was told there were two take aways in the next village who did pizzas and burgers and they would deliver to the hotel. Only they didn’t. After setting up online accounts (compulsory) we then found the hotel was not in either of their delivery areas. ||Hubby had no option but to get back in the car and drive to find us food. Thankfully one of the restaurants he stumbled in the village over made us a flambé tart; the only thing they could do take away. It was OK, but not at all what we expected from the first night of our holiday. It was clear from the restaurant’s reaction though, that this was not the first time they’d had this experience with Martha’s guests. They even had a pizza box on hand to give us despite not selling pizzas. ||Hubby arrived back at the hotel thinking we’d be able to get by with borrowing a couple of plates and some cutlery from the hotel. Nope. Not a chance. No staff and not a single cup, plate or piece of cutlery was available for guests’ use. It was at that point we also realised there were also no tea/coffee making facilities in the room either. Seriously. Not even a cup of tea is available in this four star ‘hotel’ on a Monday night, or, I suspect ANY night after 7pm. ||To be fair, the young man on reception had already stayed beyond his finishing time in an attempt to help get us food, which he couldn’t do successfully. Not that it was his fault and hubby actually told him to go home because there was nothing more he could do. Sadly before we’d noticed we couldn’t make a cup of tea. ||If the owners are reading this however, it would have been helpful to offer at least cutlery to future guests. You can’t seriously expect to run a hotel providing no food or even access to tea or coffee. It’s just not acceptable to take people’s money and leave them with no access to ANY food, especially when your confirmation mentions (in red) that the restaurant is closed on a Monday, but ‘you can still book half board in the brasserie.’ This is not only misleading, it is, in my opinion, designed to mislead. ||Finally, by breakfast time we were hungry & thirsty, having only limited fluid and aircon that blows hot even at 18dg for 12 hours. You’d think that by this time we’d have eaten anything right? Wrong. Not soft, doughy baguette (undercooked) or cold, congealed scrambled eggs. ||You may be thinking that by now nothing they do at the Martha would please us, however we’re genuinely not those people. This experience just wasn’t what you’d expect from a four star hotel or breakfast. Hot drinks were not quite hot enough, bakery products were OK, but definitely not freshly baked, or maybe just left out for too long, and it was all just a little underwhelming. ||We had informed reception the night before we’d only be staying one night instead of the two we’d booked, and they said that was fine.|However the small print on our confirmation said ‘cancellations must be notified by email’ so I did. ||On our way back from breakfast at 10AM we passed reception and reminded them we would be checking out, to be told: ‘That’s fine. Please take your time.’ ||We were ready however, with a five hour drive to Luzern ahead of us without our expected rest day, so we were happy to leave almost right away. Hubby took our luggage and then me down to the car and went to hand the keys back to reception, when an email arrived to tell us they were sorry the room wasn’t suitable, and that if we left before 11 they wouldn’t charge us for the 2nd night. However, if we stayed after 11AM, we’d be charged for the 2nd night. Just as well we hadn’t taken reception’s suggestion literally or it would have been another £151 for little in the way of hospitality! ||Seriously, if you do have any mobility issues, be careful with booking this hotel. The room’s accessibility is only partly true. There is a lift, but there isn’t anything like the space the website shows, nor is there a bed fit for purpose for someone with mobility issues. The shower is a great size and I always carry my own folding stool, however theirs hangs from the grab-rail; an odd arrangement I’d never be able to use, and the aircon is definitely not up to scratch in what was a cool April evening, so summer will require you to sleep with the window open to a noisy street. It’s simply not 4-star, and leaving guests without access to food or a hot drink is not hospitality as we know it. In fact the definition of a hotel is ‘an establishment providing accommodation, meals, and other services’ to guests and by that definition, the Martha is just not...

We chose this hotel expecting a comfortable 4-star stay, but unfortunately it fell well below that standard in many aspects.

To start, the room was missing essential items you’d normally find in a 4-star hotel. There was no complete set of toiletries, and what little we did get was not refilled daily. There was no separate shampoo or body wash, no kettle in the room, and the bar was open for very limited hours. There was no iron available in the room either we constantly had to go down to reception to ask for every small thing, which was quite frustrating.

Additionally, we were not informed during check-in that the restaurant would be closed due to a wedding, which meant we were left without dining options without any prior notice. The breakfast service was disappointing because many items were not regularly refilled and some products were available in the grocery store, but not during the breakfast (before it run out it was available). When we asked for bread, we were presented with a piece from the day before, which was hard and stale instead of a fresh one.

Our room was on the ground floor facing the parking lot, making it noisy and busy, especially during the wedding event. The mattress was quite thin and kept shifting on the base of the bed, adding to the discomfort.

Furthermore, when we rented a bike from the hotel, we were not allowed to adjust it to fit properly aside from the saddle height. There was no mechanic available to help, and when I, as a bike mechanic myself, made some adjustments, the hotel seemed to disapprove which feels unfair and unprofessional when proper fitting is a key part of safely using a bike.

Overall, this hotel fell far short of a true 4-star experience and seemed to cut corners in many areas while charging prices that simply aren’t reasonable for the service provided. I hope they take this feedback into consideration to improve...

My stay was very pleasant! The Hotel was great, very modern and clean. The room was very spacious and the beds were very comfortable. Also the Breakfast was really good! More than enough selection and very fresh and tasty. Staff was making Latte Macchiato or Cappuccino on demand. Great service!

Some negative points: Bathroom sign says towels on the floor we get them replaced, but towels on the rack and they stay for multiple use. Our towels were always on the rack because we don't mind using them more then once and all of them were replaced every day anyway. So why put on this sign?

There was a nightlight in the bathroom that was very bright and could not been turned off. I had to cover it creatively to make it dark enough in the room for sleeping.

In the breakfast room was a sign everybody should wear a mask + gloves to take food at the buffet. The rule was not enforced by the staff, one guest even asked and they said it's not needed. So again, why put up the sign?

Other then that everything was great and we will definitely come back...