Mercure Hotel Hamburg am Volkspark

First of all, I was surprised that it for free for my 13 year-old-son. It is not in the city center and not close to the metro, but there is an express bus number X3 and another one is just 3 that can take you right to the center in 15 to 20 minutes. The hotel is great, breakfast is great. The staff was so nice and helpful. The hotel and the room are so clean. Everything looks so new. The pillows were too soft but we found another one in the drawer. We stayed only two nights but there was nothing we could complain about. Hamburg is a beautiful city, too. The weather was sunny for 3 days and maybe that is a reason we simply loved everything about the trip. Would definitely come to this hotel again.

I came over to Germany with my 10 year old Son for the Hamburg match and to do some other activities during our 3 night stay. The hotel was very clean, the staff outwith the bar were also very pleasant and couldn't help enough which was very professional to see. The food selection was very good and we thoroughly enjoyed our breakfast there before heading off out to explore. 5 out of 5 until we asked to watch some German football in the bar... I asked the man at the bar if he could switch a match on as I noticed they were advertising Sky Sports games and Bundesliga 1 and Bundesliga 2 matches. I was ABRUPTLY told NO. I was pretty confused ( also due to the language barrier) but I then asked for another game and was told NO and that I was to go and speak to the service desk. I want to make it clear he absolutely understood that I was asking for the football! The man whom I spoke to was very helpful throughout our stay and solved the issue. The bar was empty when I asked but the football couldn't have been put on quick enough when other residents ( I'm assuming, German) where in the bar. This is why I have gave the 3.5 star rating which was a shame. It really did ruin part of our experience as I felt we weren't made to feel that welcome after this incident.

The quality of the hotel does not represent a 4-star hotel. The bathroom was kind of dirty. Same issue with curtains. The doors from the room were damaged and unrepaired. I could spot a bunch of small low-cost unprofessional "bricolage" repairs in various places of the bathroom. A side board mounted above the bathtube was leaking when using a shower. The ventilation in the bathroom did not work and it was not posible to open the window completely, which resulted in dense air both in the bathroom and in the room. But the breakfast was good and internet worked quite well.

The hotel was quiet and clean, the staff was polite. But the breakfast buffet was suburb and the bar menu was quite good. It is a short walk to DESY. There are not many restaurants nearby, but as I said the hotel food was much better than average. It seemed to have many guests even this last week of November.

As a Platinum member we would normally be upgraded to the best available room. On check-in we were told upgraded to a comfort room, however the comfort rooms are meant to be overlooking the inside courtyard and therefore quiet. The room we were allocated was in my opinion a standard room at the front of the hotel, all we can hear is traffic and other doors slamming. As a platinum member we are also supposed to get a welcome gift, when I queried this, the guy on reception checked his list and asked when we made the booking, which was the previous day, he said the list was printed at 08:32 today and we weren't on it. Told he would sort it, on return to the room later in the evening, still no welcome gift in the room. Also on check-in when asked about the upgrade, we were told the privilege rooms were fully booked, yet on the Accor app they were still available to book, despite this he still said we had the best room available. Sorry to say that we will not book this hotel ever again as they have no regard to regular Accor frequent travellers.

A nice buffet breakfast with a good selection and comfy enough beds. Overall though all feels a little bit tired and the main road next to it is very noisy all the time. Room decor is pretty dated and the towels very very thin. Staff friendly enough

Wasn't my first either. The hotel is well placed (for me, not for Hamburg sightseeing), clean, with comfortable beds and friendly staff. Breakfast too expensive, as is often the case at Mercure. Only criticism: Doors noisy when not closed gently, and cleaning women chatting loudly in the hallway, from one end to the other, when I for once had the time to stay in bed a bit longer.... Mentioned this to the receptionist upon check out, but I don't think he would mention this to management.

4pm November 7, 2021 The front desk attendant denied us service (refused to replace a device that was not working in the room when we got there), after my suggestion how to solve our problem, she told me in a commando voice "we cannot do it because I said so and this is how it will be". Well what can I say, we all have a commando voice. I responded in kind. She starts yelling at me and then hangs up on me. The other attendant solves my problem in 5 minutes, but denies us to give the name of the first attendant saying he needs to cover up for her because she is new. No one has apologized to me. This last one is saying that he does not believe that this girl could have yelled at me. This is the worst service and rather profound level of unprofessionalism that I have ever experienced in a hotel. Plus the hotel itself is so-so, Europe usually has a much better maintained hotels than this one. Stalled smell of old or not very clean carpet, has a feeling of a cheap hotel. Plus we came here to celebrate, and now my mood is ruined because we walked into a nest of commandos but were not prepared to behave as a private.

20-30 minutes from city centre. Hotel was below our expectations considering the price we paid. Its definitely not mercure standard. More-like ibis budget. Wasnt very impressed during check in. If you work in hospitality industry, you need to know how to re-phrase, how to answer to guest questions without sounds snobbish and cynical. There is no house keeping cleaning in this hotel for so called “covid measures” and we weren’t informed. Service need to be improved. I really dont like to write bad reviews but ive been to so many accor hotels. And this is one of my least favourite. The reason we stayed there is because of our membership. Would we be back? Ehmm, no.