NPS Score
-100
Recommended: Unlikely
Nov '25 - Oct '26
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How is Mercure Hotel rated on Hellopeter?
Hellopeter has tracked Mercure Hotel across 23 reviews. Mercure Hotel hasn't collected enough recent reviews — at least 10 in the last 12 months are needed — to calculate a TrustIndex score. Have you used Mercure Hotel? Write a review to help others decide.
Recent reviews (1)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Nov 2023
Appalling Quality & Ignored Correspondence
As an ALL – Accor Live Limitless member and regular guest, I expect basic standards of comfort, service, and communication. My recent stay at the **Mercure Johannesburg Randburg Hotel** was an utter failure, forcing me to cancel my intended second night on the spot and use those funds to secure alternative accommodation elsewhere. I was assigned an unserviceable room during cold weather. The air conditioning was faulty (blowing only cold air), there was no extra blanket, the bathroom lock was broken, and the poor bathroom layout made the shower exceptionally cramped and uncomfortable. Furthermore, the breakfast was inedible, stale, reheated food with empty juice dispensers and housekeeping made zero effort to notify me about clothing left behind (a jacket, jersey, and trousers), despite having my full loyalty profile on file. When I raised these severe issues, the Front Office Manager responded with boilerplate apologies and generic internal "investigation" excuses. Passing my complaint to housekeeping and maintenance does nothing to alter the fact that my stay was severely compromised, forcing me to abandon the hotel mid-trip to find proper lodging. I rep**** to management, explicitly stating that generic apologies do not constitute resolution. I requested formal written confirmation regarding the lost property security procedures and a tangible gesture of goodwill, such as ALL Loyalty Points or a complimentary upgrade stay voucher across the network to show that Accor values guest loyalty and regrets the severe inconvenience caused. **Management has since completely ignored my email.** Assigning an unserviceable room, driving a loyal guest to cancel their stay mid-trip, and then completely ghosting their formal correspondence demonstrates a total breakdown in customer care and operational integrity. Prospective guests and corporate travelers should think twice before booking here. I am still waiting for Executive Management to acknowledge my correspondence and offer a meaningful resolution for this experience.
1 reviews | Active since Nov 2023
Appalling Quality & Ignored Correspondence
As an ALL – Accor Live Limitless member and regular guest, I expect basic standards of comfort, service, and communication. My recent stay at the **Mercure Johannesburg Randburg Hotel** was an utter failure, forcing me to cancel my intended second night on the spot and use those funds to secure alternative accommodation elsewhere. I was assigned an unserviceable room during cold weather. The air conditioning was faulty (blowing only cold air), there was no extra blanket, the bathroom lock was broken, and the poor bathroom layout made the shower exceptionally cramped and uncomfortable. Furthermore, the breakfast was inedible, stale, reheated food with empty juice dispensers and housekeeping made zero effort to notify me about clothing left behind (a jacket, jersey, and trousers), despite having my full loyalty profile on file. When I raised these severe issues, the Front Office Manager responded with boilerplate apologies and generic internal "investigation" excuses. Passing my complaint to housekeeping and maintenance does nothing to alter the fact that my stay was severely compromised, forcing me to abandon the hotel mid-trip to find proper lodging. I rep**** to management, explicitly stating that generic apologies do not constitute resolution. I requested formal written confirmation regarding the lost property security procedures and a tangible gesture of goodwill, such as ALL Loyalty Points or a complimentary upgrade stay voucher across the network to show that Accor values guest loyalty and regrets the severe inconvenience caused. **Management has since completely ignored my email.** Assigning an unserviceable room, driving a loyal guest to cancel their stay mid-trip, and then completely ghosting their formal correspondence demonstrates a total breakdown in customer care and operational integrity. Prospective guests and corporate travelers should think twice before booking here. I am still waiting for Executive Management to acknowledge my correspondence and offer a meaningful resolution for this experience.