Mercure London Paddington Hotel — Hotel in London

Unfortunately a big let down. We have booked a room via AMEX Travels about 5 weeks ahead of our trip to London mid of May 2022. The price was quite high, as always in London. Nevertheless I was absolutely disappointed. Already the check in was a bit frustrating as we arrived and our room was not ready although we have arrived 30min after official check in time. We have been asked to have a walk for 20-30min. We came back after about an hour. Room was still not ready. We had to wait another 15min in the Lobby. Also, but that’s my very own personal opinion, it is quite disrespectful to the customer when the staff at the Hotel reception wears EarPods the whole time. The room was not even close to what has been presented on several online booking platforms. Considering the presentation online the rooms are significantly smaller and the interior is different. The room had space for a Queensize bed, an a small desk. That’s it. The bathroom was clean (like the hotel itself, nothing to complain here!). Still it was the smallest bathroom I have ever seen in a Hotel. Sitting on the Toilet my knees nearly touched the wall in front. Reaching the shower you need to walk more or less in side steps. In my opinion the Hotel needs a total makeover very soon. The interior and carpets are worn out. The paint on the wall has a small yellowish shadow.

For me the biggest let down is the noise. The Hotel is right next to Paddington Station. In our room we could hear trains and feel their vibration. Also next to the hotel is a massive construction site. Opening the curtains of our room we could see the digger operator playing some games on his smartphone. It was really close. And loud. An Information about the construction works would have been really nice especially as they are workin Mon-Sun nearly 24/7 (I noticed them working in the morning about 7.00 and in the evening about 10.00). Furthermore you can hear your room neighbors talking in their rooms and on the floor.

Big plus is the location: you have pubs and everything you need just a few meters from the doorstep. Also the Underground stops at Paddington as well as Heathrow express.

I do also highly recommend to have a classic breakfast at the F&B Diner. It’s in the same building as the Hotel.

I definitely will visit London again but I will also definitely chose another Hotel.

£380 or 450 EUR for three nights is definitely not okay for this Hotel. I am...

I paid GBP49 for early check in from 10:00 am and I had already made on-line hotel check in 48 hours before but nobody inform me that the early check in was 12:00 noon instead of 10:00 am. As my flight was an early flight at 6:40 am and I assumed I could leave luggage in the hotel and have a breakfast then I could check in at 10am. However, when I arrived at the hotel, the staff told me that the early check in meant 12:00 noon, nobody told me by email and this ruined my city travelling arrangement. If I knew I could only check in at 12:00 noon instead of 10:00 am, only 3 hours before the normal check in then I would not pay the extra GBP49. The staff insisted that this 12:00 noon time still need to charge me the extra early check in cost.

The paper pack toothpaste only with volume using for a day and the cleaning staff not replace it daily and need to call reception to ask her replacement every day.

The TV channels were limited with many channels with no service available.

The South Asian male staff at front desk is extremely rude and unhelpful. I had marked in my booking that I need to leave luggage on my last date at the hotel and I also re-confirmed the arrangement with another staff on a day in advance. However, on the morning when I left luggage, this South Asian male staff said that the luggage room with water leakage and under maintenance and I could not leave my luggage. I suggested an alternative to let me store in other vacant room for only four hours but he said he could not help me and also would not refund my extra cost of storing luggage at the Paddington Station that costs GBP30 for my two luggages. He even provided wrong information to me that the souvenir store opposite to Mc Donald has left luggage service at a lower cost which was not true. He advised I could file a complain letter to the management of the hotel and he did not care about this. During our argument, another nice British lady came out and provided me help to store the luggage. When I returned to the hotel to take my luggage after four hours, I found that two luggage rooms with around ten luggages in each room and I doubted whether this male South Asian staff was telling the truth. Being a four stars hotel, it is unbelievable that he could work in...

⭐ Wonderful Staff, Great Stay ⭐

Our stay overall was very smooth and enjoyable. Every staff member we interacted with was kind, professional, and genuinely caring. They are the heart of this hotel and truly make it a welcoming place to stay.

The first room we stayed in was too small and the bed uncomfortable, but that was based on the booking I made, so I don’t hold that against the hotel. By the third night, I asked the receptionist if we could change or upgrade, and the way the team handled it was outstanding—fast, polite, and efficient. They immediately found us a bigger room with a much more comfortable bed. That kind of service shows how dedicated they are to making guests happy.

The only issue was the flooring in the second room—it was cracked and squeaky when we walked. This is a management concern that should be fixed because small details like this can affect an otherwise excellent experience.

At night, some guests returning to their rooms were a bit loud in the hallways. While this is understandable since everyone is on vacation and enjoying themselves, it may be worth reminding guests to be mindful late at night. It wasn’t a major problem, but something to note for light sleepers.

I want to highlight once again: the employees here are incredible. From the front desk to housekeeping, and bellman; they worked with such pride, effort, and care as if the hotel were their own. They clearly love their work, and it shows in every interaction. Management should be very proud of them and reward them for their hard work.

The hotel itself is clean, the location is perfect (close to the train station and plenty of good restaurants), and the rooms are well-insulated—we got noticed bit outside noise because we are in the middle of city,but the buidling is seal pretty good.

Because of the outstanding staff and the overall experience, this hotel deserves 5 stars. I will definitely return. What made our stay truly special was the people—the warmth, kindness, and effort of the staff turned a simple trip into a memorable experience. Thank you for making us feel so welcome; we look forward to...