Mercure London Hyde Park Hotel — Hotel in London

UPDATE:

In response to my reviewlthe hotel has STILL not provided a bill copy. The manager took the time to come here and respond with a bunch of lies, while still not addressing my ask. And essentially calling me a liar.

Reservation "didn't include early check in". Um, yes sir, it sure did. Text from Booking Confirmation Email is below:

Your options

EARLY CHECK IN FROM 10AM 1 x GBP 59.00 EARLY CHECK IN FROM 10AM 10 Dec 2024 to 11 Dec 2024

GBP 59.00

This email also said I would be charged $916. I was eventually charged $1217 but since I CANT GET A SIMPLE COPY OF MY BILL, i have NO idea what the extra charges were for.

The most preposterous claim that I haven't requested the bill copy. Oops, must be an email thing. NO, sir, its not an email thing. Again, more lies from this guy. Here's the first of 7 email "we've got your request" emails I received.

"Dear Sir/Madam,

Thank you for your message. Your request has been forwarded to the hotel, which will reply as soon as possible.

Kind regards,

Customer Relations Department ALL - Accor Live Limitless

Reminder of your request :

Reason : Invoice or billing information request Hotel : Mercure London Hyde Park Hotel Comments : Please email the invoice for this stay. I was not provided one at checkout, or via email. Thank you."

This place is awful.

Paid for early check-in, as I flew in overnight from NYC and needed a shower and change before meetings. Arrived at the hotel and was curtly told they had no idea when a room would be available. Directed me to a closet-sized bathroom in the basement to change.

Finally got a room and was told I was upgraded to a "family room" as a perk since my original room still wasn't ready after two hours of waiting. Fine. Didn't tell me said upgraded room was in the basement without a window, but with a very suspect purple couch that probably has many sordid tales to tell.

WIFI in the basement room doesn't work AT ALL, making it virtually impossible for business travelers to work as needed.

Checked out and was told my bill would be emailed to me. It never was. It is now THREE (thats right, 90 Days) Months later and I still don't have a copy of my bill. Is this real life? I have emailed at least 15 times. I have requested it via the app. I have requested it via the website. I have called and left voicemails. I have contacted their "Customer Service" through Twitter and Instagram and email and prayers, but they seem unclear that "Customer Support" generally involves "responding to Customers". And yet, here I am, 90 Days later, unable to submit an expense report because these clowns can't produce a standard hotel room bill copy.

Steer clear. Many lovely hotels in London, pick literally any other...

We stayed from Friday 18th July 2025 to Sunday 20th July 2025. On our first night we were awoken at around 22.30 when we heard a dripping noise near the wardrobe, we discovered that there was water leaking from the room above ours around the loft hatch and onto the carpet in our room, we informed reception and that was rectified when the guest above us finished having a shower. The following morning, we checked in for breakfast and were somewhat surprised when we were told that we had only booked one breakfast and not two, our booking clearly states that it is for two guests and breakfast is included in the final price, fortunately another guest gave us their own breakfast ticket. We returned to our room later that day, my wife went into the wardrobe and noticed dirty water on the bottom shelf and upon further inspection noticed all our underwear was wet, some of our clothes for the weekend and the contents of her handbag, including our marriage certificate, we immediately reported this to reception. After approximately fifteen minutes the lady working at the front desk moved us to room 512, stating it was the only room available. We duly packed our bags and made our way to the new room, we were surprised and unimpressed to find that this room was less than half the size of our original accommodation, we returned to the front desk to express our dissatisfaction and requested that we were moved to a room at least the size of 212. Around an hour after we originally reported to reception, we were moved to room 411, this again was smaller than room 212, it didn't have dressing gowns or slippers and the towels had a terrible smell to them. In the meantime, the lady at reception said she would see if she could get our clothing washed, we didn't hear any more about this. On our final morning, we checked out early due to a lack of sleep and because of such an uncomfortable stay. With the two separate leaks, our clothing and handbag contents being soaked, no underwear to change into, moving rooms twice, staying in a smaller room than we had booked, towels smelling and the breakfast issue, I'm sure our dissatisfaction and disappointment is understandable. We were advised to contact the general manager via email upon our return home as they were not available during our stay and the staff members claim they were not authorised to resolve the matter. We subsequently emailed a letter to the general manager and reception, to date no one has even acknowledged...

I stayed in this hotel on the 10th December 2021. Booked for a family room (2 adults 1 child) for £239.49 for a night. It was a terrible experience for us because: The room is not a family room by design, it is a classic double room ( which normally costs £139) with a metal-frame folding bed pushed at the ended of the bed. We felt cheated. The receptionist said you will be on the ground floor as this is a bigger room. However, it is not, it is just a classic double room, with the metal frame folding bed at the end, there is barely room left to walk to the bathroom. We felt cheated again. The ground floor( basement) is numbered after 7, so our room is 7XX, it looks like it would have been on the 7th floor, but it is in the basement. I thought they really have thought about deceiving people from the beginning! As my 4-year old fell asleep quite quickly, it was not feasible for me to complain and ask them to change rooms. So I thought, just 1 night, and it will be over. However, during the whole night, the heavy footsteps came through our ceiling never stopped! We were assigned a room in a basement, and whats worse is that it is right underneath where the staff walked all night! I did not fall asleep for a minute. And then when I had to wake up to go to the bathroom, as there was nowhere to walk from the window side of the bed(because the temporary metal-frame bed blocked the walkway) i had to step over my husband and my son's side of the bed to come in and out! I complained to the receptionist upon checking out the next morning, i told them all of the above, i said it is really bad as i was 5 month pregnant, also about to go through a surgical procedure in the morning, losing a whole night sleep just made my suffering level to the max. Then i heard nothing from the hotel after that, until one day an email asking my feedback about my stay, so filled in the form, wrote down everything I thought was inadequate, how they could improve, however, nothing ever came back. Then why wasting my time asking?????? I felt strongly played! So here I am, frustrated, feeling cheated, played, writing on Google reviews about this hotel, so people has a little bit of transparency about under what principles and philosophy this hotel is operated, hence making a conscious decision whether to send your hard-earned money...