Promise: when booking the hotel I was “told”/“promised” that as a Gold member my room would be upgraded to a superior room with a nice city view.
Reality: “Superior” room turned out to be minuscule - so smaller than tiny - with a view over the wall of another building 🙈
Then I asked to give me another room and was given a “cage” on a 2nd floor - saying that was the only available option… having checked the rooms on upper floors - turned out those were not occupied… but a standard response from the reception - we are fully booked. Floors are dirty and not checked…
Why a 2* Ibis Styles can deliver an outstanding service and a 4* Mercure cannot deliver even what it should???
No wonder the hotel has only 4.2 rating… should be 1.2 in reality.
The hotel manager - Maria - completely ignorant - so good luck asking her for help.
The reception desk supervisor - Mimi - was so arrogant to the point of disgust of speaking to her and the reception team member - Antonio - was also very rude.
When checking out I was asked to pay for the champagne that I have paid when booking the room - made me looked embarrassed in front of friend…
THIS HOTEL AND THE TEAM - MOST IMPORTANTLY - IS BEYOND BAD!