Bar (on property)

Reviews of Mercure Swansea Hotel

4 out of 5
Mercure Swansea Hotel
Phoenix Way, Swansea, Wales

Reviews

8.0

Very good

Rating 10 - Excellent. 262 out of 836 reviews" "
Rating 8 - Good. 356 out of 836 reviews" "
Rating 6 - Okay. 139 out of 836 reviews" "
Rating 4 - Poor. 59 out of 836 reviews" "
Rating 2 - Terrible. 20 out of 836 reviews" "

8.2/10

Cleanliness

8.6/10

Staff & service

7.4/10

Amenities

7.6/10

Property conditions & facilities

7.6/10

Eco-friendliness

Reviews

6/10 Okay

Laurence

Disliked: Property conditions & facilities
Hotel was really worn out. Though breakfast was really good and fresh on a Sunday morning after a very busy Saturday night.
Stayed 1 night in Mar 2024
Response from Reception on Mar 21, 2024
Thank you for your review!

8/10 Good

lesley

Lovely room comfortable bed enjoyed the quietness of good night sleep. would recommend
Stayed 1 night in Feb 2024
Response from Reception on Mar 7, 2024
Thank you for your review!

8/10 Good

Rhianna

Stayed 2 nights in Jan 2024
Response from Reception on Feb 5, 2024
Thank you for your review!

10/10 Excellent

Paula

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel was lovely however my experience of Expedia not great. The room rate I learned on checking out was £13 less than I paid through Expedia will never use them again
Stayed 1 night in Dec 2023
Response from Alex James Front Office Manager on Dec 5, 2023
Thank you for taking the time to share your positive feedback about your recent stay at our hotel. We are thrilled to hear that you found our hotel lovely and hope that you had a memorable experience with us.Our team works hard to create a welcoming and comfortable atmosphere for our guests, and it is always rewarding to receive such positive comments. We are delighted that you enjoyed your time at our hotel.

6/10 Okay

Laura

Travelled with family, Travelled with partner
Liked: Staff & service, amenities
We stayed here for a couple of nights and got told we were in the quiet area of the hotel - this wasn't the case... There was a dog barking every time someone walked past their room in conjunction with drunk individuals who were shouting and banging on doors multiple times during the night/early hours of the morning. We tried to phone down to reception but the phone in the room wouldn't let you dial down. The rooms are very dated with cracks in the bathroom sinks and dirt on the walls. The main reception and restaurant were nice and up to date just a shame about the rest of our experience.
Stayed 2 nights in Nov 2023
Response from Alex James Front Office Manager on Nov 28, 2023
Thank you for taking the time to share your feedback regarding your recent stay with us. We sincerely apologize for the inconvenience and disruption you experienced during your visit. It's disheartening to hear that the quiet area assurance wasn't met and that the noise disturbances from both a barking dog and rowdy guests had a negative impact on your stay.We truly regret that you encountered difficulty in reaching our reception due to issues with the in-room phone. Your comfort and peace of mind are of utmost importance to us, and we apologize for any frustration this may have caused. We will address this matter promptly to ensure that such technical difficulties are resolved to prevent future inconveniences.Your comments about the condition of the rooms are also noted, and we are sorry for any lapses in cleanliness and maintenance. Please be assured that we take such matters seriously, and we will be conducting a thorough review of the areas you mentioned to make necessary improvements.On a positive note, we are pleased to hear that you found the main reception and restaurant up to date and to your satisfaction. We appreciate your acknowledgment of those areas.

6/10 Okay

huw

Travelled with partner
Liked: Cleanliness, staff & service, amenities
Pillows were extremely uncomfortable and beds not very comfortable either. Wake up call requested but it didn't happen. Decor dated needs a revamp
Stayed 1 night in Nov 2023
Response from Reception on Nov 27, 2023
Thank you for taking the time to share your feedback with us. We genuinely appreciate your input, as it helps us to identify areas in need of improvement.We are truly sorry to hear that you found the pillows and beds uncomfortable during your stay. Your comfort is of utmost importance to us, and we apologize for any inconvenience this may have caused. We will certainly investigate the matter further and explore ways to enhance the sleeping experience for our guests.We sincerely apologize for the oversight regarding the wake-up call. This is not the level of service we strive to provide, and we understand the importance of such requests. Please rest assured that we will address this issue with our team to ensure it doesn't happen in the future.Your comment about the dated decor is duly noted. We value your perspective, and we are actively working on plans to revamp and modernize our hotel to create a more enjoyable environment for our guests. We appreciate your patience as we undergo these improvements.

2/10 Terrible

Verified traveller

Liked: Room comfort
Disliked: Cleanliness, property conditions & facilities
Toilet or fan not working + no heating either in our room
Stayed 1 night in Nov 2023
Response from Reception on Nov 24, 2023
Thank you for taking the time to share your feedback regarding your recent stay with us. We sincerely apologize for the inconvenience you experienced with the toilet, fan, and heating in your room. Your comfort is of utmost importance to us, and we regret that we fell short of your expectations in this regard.Please rest assured that we have already addressed the issues you raised with our maintenance team to ensure that such issues are promptly resolved moving forward. We understand the importance of a functioning and comfortable room, and we are committed to providing a positive experience for all our guests.

10/10 Excellent

Margaret

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was very convenient for what we were doing
Stayed 1 night in Nov 2023
Response from Reception on Nov 13, 2023
Thank you for your review!

8/10 Good

James

Stayed 1 night in Nov 2023
Response from Reception on Nov 13, 2023
Thank you for your review!

10/10 Excellent

MARY

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Seamless process for check in and out and cudtomer service excellent in all respects.
Stayed 2 nights in Nov 2023
Response from Reception on Nov 13, 2023
Thank you for your review!

10/10 Excellent

Linda

Stayed 2 nights in Nov 2023
Response from Reception on Nov 13, 2023
Thank you for your review!

8/10 Good

Joy

Business traveller
Liked: Cleanliness, staff & service, room comfort
Stayed 1 night in Nov 2023
Response from Reception on Nov 7, 2023
Thank you for your review!

8/10 Good

Debbie

Liked: Cleanliness, staff & service, room comfort
Ok for a short stay
Hotel is located outside Swansea away from a town. Public areas are nice and modern with a restaurant . Prices were on the high side for an out of town hotel so we chose not to eat in the restaurant. Hotel room was clean and had a comfy large bed , but the fixtures and carpet suggested it needed a refurb . Used Tesco vouchers so was a good value 2 nigh stay
Stayed 2 nights in Oct 2023
Response from Alex James Front Office Manager on Oct 11, 2023
Thank you for taking the time to share your feedback about your recent stay at our hotel. We appreciate your detailed review and are pleased to hear that you found our public areas to be nice and modern. We take great pride in creating a comfortable and inviting atmosphere for our guests.We regret to learn that you found our prices to be on the higher side for an out-of-town hotel. We understand that dining in our restaurant might not have been the ideal choice for you considering the pricing. We continuously review our pricing structure to ensure that we offer competitive rates while maintaining the high standards of service and quality that our guests expect. We appreciate your understanding in this regard.We are delighted to hear that you found your hotel room clean and the bed comfortable. We understand your concerns about the fixtures and carpet, and please rest assured that your feedback has been shared with our maintenance team. We are constantly working on improvements, and your input is valuable in helping us enhance our guests' experience.It's wonderful to know that you were able to make use of Tesco vouchers, making your stay a good value for your money. We are pleased that you found the overall stay to be satisfactory.We appreciate your patronage and hope to have the opportunity to welcome you back in the future. If you have any specific suggestions or preferences for your next visit, please feel free to share them with us. Your feedback is invaluable in helping us provide an even better experience for our guests.Thank you once again for choosing to stay with us.

10/10 Excellent

Nick

Stayed 5 nights in Sep 2023
Response from Reception on Oct 11, 2023
Thank you for your review!

4/10 Poor

Adam

Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Stayed 2 nights in Oct 2023
Response from Reception on Oct 10, 2023
Thank you for your review

10/10 Excellent

Anne

Liked: Cleanliness, staff & service, property conditions & facilities
The reception from staff was so welcoming smiling and this made my stay good. Food was great especially breakfast it was worth it. Next time I will be coming with my friends. I enjoyed a cup of tea in the room before bed.
Stayed 1 night in Sep 2023
Response from Alex James Front Office Manager on Oct 3, 2023
Thank you for taking the time to share your positive experience with us. We are thrilled to hear that your stay was made memorable by our welcoming and smiling staff at the reception. We take pride in providing warm and friendly service to all our guests, and it's delightful to know that you felt genuinely welcomed.We're also delighted to hear that you enjoyed our culinary offerings, particularly the great breakfast that you found to be worth it. We strive to provide a delightful dining experience, and we're pleased that you found our food to your satisfaction. Your kind words inspire and motivate us to continue delivering excellent service and delicious meals.We're excited to hear that you plan to visit us again with your friends. We look forward to welcoming you all back and ensuring that you have another wonderful stay. If there's anything specific you and your friends would like to experience during your next visit, please feel free to let us know. We are here to make your stay as enjoyable as possible.Lastly, we're glad you had a relaxing time in your room, enjoying a cup of tea before bed. We understand the importance of a comfortable and cozy environment, and we're delighted that you were able to unwind and relax during your stay.

8/10 Good

Thapelo B

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2023
Response from Reception on Sep 28, 2023
Thank you for your review!

4/10 Poor

Jon

Business traveller
Liked: Staff & service
Disliked: Property conditions & facilities
Stayed 1 night in Sep 2023
Response from Reception on Sep 28, 2023
Thank you for your review!

8/10 Good

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2023
Response from Reception on Sep 25, 2023
Thank you for your review!

8/10 Good

Sandra

Liked: Staff & service, property conditions & facilities
Liked having a lounge area. Felt spacious. Easy and plenty of parking.
Stayed 5 nights in Sep 2023
Response from Reception on Sep 25, 2023
Thank you so much for taking the time to leave such a positive review regarding our lounge area and parking facilities. We truly appreciate your feedback and are thrilled to hear about your positive experience. We're delighted that you enjoyed the lounge area and found it spacious. Creating a comfortable and welcoming space for our guests is something we take pride in, and it's always great to know when our efforts are appreciated.We're also pleased to hear that you had an easy time finding parking and that there was plenty available. We understand that convenient parking is an important part of any visit, and we'll continue to ensure that our parking facilities remain accessible and hassle-free for our guests.

8/10 Good

christopher

Liked: Cleanliness, staff & service
Friendly, helpful reception.
Stayed 1 night in Sep 2023
Response from Reception on Sep 25, 2023
Thank you for taking the time to share your feedback about our reception services. We greatly appreciate your positive comments! We are delighted to hear that you found our reception staff friendly and helpful during your visit. Providing exceptional customer service is a top priority for us, and your kind words are a testament to our team's dedication.We will continue to maintain our commitment to delivering a warm and welcoming atmosphere to all our guests. If you have any further feedback or suggestions on how we can enhance your experience even more, please do not hesitate to share them with us. Your satisfaction is important to us, and we look forward to serving you with the same level of friendliness and assistance during your future visits. Thank you for choosing our services, and we hope to see you again soon!

8/10 Good

Yadiki

Stayed 1 night in Sep 2023
Response from Reception on Sep 25, 2023
Thank you for your review

10/10 Excellent

Helen

Stayed 4 nights in Sep 2023
Response from Reception on Oct 10, 2023
Thank you for your review

8/10 Good

Robin

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
.
Stayed 1 night in Sep 2023
Response from Reception on Sep 23, 2023
Thank you for your review!

8/10 Good

Laura

Liked: Cleanliness, staff & service
Affordable and very clean!
Stayed 2 nights in Sep 2023
Response from Reception on Sep 23, 2023
Thank you for your review!

10/10 Excellent

L

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2023
Response from Reception on Sep 23, 2023
Thank you for your review!

10/10 Excellent

Simon

Travelled with family, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed over the weekend staff lovely and friendly taxi not too expensive to get into town. Second time we stayed.
Stayed 2 nights in Sep 2023
Response from Alex James Front Office Manager on Sep 13, 2023
Thank you so much for taking the time to leave us a review. We truly appreciate your continued patronage and are delighted to hear that you chose to stay with us for the second time. It warms our hearts to know that you found our staff to be lovely and friendly. We take great pride in providing exceptional service, and your kind words serve as a testament to our team's dedication. It's always a pleasure having you as our guest, and we look forward to welcoming you back for your next stay.

8/10 Good

Anna

Travelled with pets, Travelled with partner
Liked: Staff & service, property conditions & facilities
Get what you pay for. Can’t complain.
Stayed 1 night in Aug 2023
Response from Reception on Sep 4, 2023
Thank you for your review

6/10 Okay

Rizvan

Travelled with family
Disliked: Property conditions & facilities
Good service but Average hotel
Swift check in and friendly reception staff. Rooms and corridors look tired and worn can do with a refurb. Lobby area is decent and plenty of seating. Breakfast had a good veriety and all was well and regularly topped up. Kelly stood out for service from the breakfast area, happy to deal with specific dietary needs and hot drinks such as hot chocolate for the kids. Car park was busy but good cctv coverage. In this day and age, surprised no EV charging facilities. Overall, disappointed about how worn the rooms were, average hotel but expected better room standards.
Stayed 3 nights in Aug 2023
Response from Reception on Sep 1, 2023
Thank you for your review.

10/10 Excellent

Pauline

Liked: Cleanliness, staff & service, property conditions & facilities
Lovely stay at the Mercure Swansea
Or stay was Very very good We booked up stairs lovely room but I could not climb two flights of stairs we thought there was a lift on booking . We were moved to a twin bed room on ground floor was very small and bed was very hard . But was grateful for being put on the ground floor .
Stayed 2 nights in Aug 2023
Response from SUMMER on Aug 16, 2023
We very much appreciate your comments regarding your stay at the Mercure Swansea Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Sincerely,Ian Harding-JonesGeneral Manager

10/10 Excellent

eileen

Liked: Cleanliness, staff & service, property conditions & facilities
Great stay, very polite and helpful staff
Stayed 1 night in Aug 2023
Response from SUMMER on Aug 16, 2023
We very much appreciate your comments regarding your stay at the Mercure Swansea Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Sincerely,Ian Harding-JonesGeneral Manager

6/10 Okay

Mohammed Mohsin

Stayed 1 night in Aug 2023
Response from Reception on Sep 4, 2023
Thank you for your review

8/10 Good

Alan

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Aug 2023
Response from SUMMER on Aug 15, 2023
Dear Guest,We very much appreciate your comments regarding your stay at the Mercure Swansea Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Sincerely,Ian Harding-JonesGeneral Manager

8/10 Good

Chandrakantha

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent service good for family
Staff is great, Excellent service, cleaners doing excellent job, we enjoyed our stay. Only issues ihad was when people passing my door it make lot of noise it because my room is next to fire exit and upstairs stare case door. I would stay again perhaps next time i will ask them to choose different room for me. Breakfast bar is small with minimum food items.[ not like premire inn or holiday inn breakfast bars]
Stayed 3 nights in Aug 2023
Response from SUMMER on Aug 15, 2023
Dear Guest,We very much appreciate your comments regarding your stay at the Mercure Swansea Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Sincerely,Ian Harding-JonesGeneral Manager

4/10 Poor

Kayla

Travelled with partner
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Not what we were expecting. Clean, friendly staff, but definitely not a 4 star hotel. Rooms are a bit run down, and the surrounding area is light industrial.
Stayed 2 nights in Jul 2023
Response from SUMMER on Jul 31, 2023
Dear Kayla,Thank you for taking the time to tell us about your experience at the {hotel}. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.At {brand}, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.Sincerely,Ian Harding-JonesGeneral Manager

10/10 Excellent

Leighton

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff friendly and it cannot fault this hotel
Stayed 1 night in May 2023
Response from Reception on Jul 26, 2023
Thank you for your review.

8/10 Good

Olivia

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Not great location but good for a rest stop and the restaurant is good too!
Stayed 1 night in Jul 2023
Response from Reception on Jul 23, 2023
We very much appreciate your comments regarding your stay at the Mercure Swansea Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.

2/10 Terrible

Jack

Stayed 1 night in Jul 2023
Response from Reception on Jul 23, 2023
hank you for taking the time to tell us about your experience at the Mercure Swansea Hotel. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At Mercure, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.

10/10 Excellent

KEVIN

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
one night stay
Great one night stay, quiet hotel with a good breakfast
Stayed 1 night in Jul 2023
Response from Reception on Jul 22, 2023
Thank you for your review!

8/10 Good

Jean

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Okay but….
Nice quiet room on back of hotel as requested. No problems but restaurant food/drink was expensive for what we had and service was slow. Please get some better quality toilet rolls!
Stayed 3 nights in Jul 2023
Response from Reception on Jul 18, 2023
We very much appreciate your comments regarding your stay at the Mercure Swansea Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one

10/10 Excellent

Matt

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very nice great service
Stayed 1 night in Jul 2023
Response from Reception on Jul 17, 2023
We very much appreciate your comments regarding your stay at the Mercure Swansea Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one

8/10 Good

Emmanuel

Stayed 2 nights in Jul 2023
Response from Reception on Aug 6, 2023
Thank you for your feedback. many thanks Reception

8/10 Good

Julie

Liked: Cleanliness, staff & service, property conditions & facilities
Quiet and clean room although dated When I enquires about Accor plus the first 2 people had no idea. On checking out the lady on the desk says yes I know and you should have got 2 free welcome drinks sadly too late to have
Stayed 1 night in Jul 2023
Response from SUMMER on Jul 9, 2023
We very much appreciate your comments regarding your stay at the Mercure Swansea Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Sincerely,Ian Harding-JonesGeneral Manager

6/10 Okay

Chris

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jun 2023
Response from Reception on Jun 28, 2023
We very much appreciate your comments regarding your stay at the Mercure Swansea Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Ian Harding-Jones General Manager

10/10 Excellent

LEIGH

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Always good
Great as always
Stayed 1 night in Jun 2023
Response from Reception on Jun 21, 2023
Thank you for your review!

10/10 Excellent

Kerry

Stayed 2 nights in Jun 2023
Response from Reception on Jun 19, 2023
Thank you for your review. Reception.

10/10 Excellent

Craig

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jun 2023
Response from Reception on Jun 19, 2023
Thank you for your review.

8/10 Good

s

Liked: Cleanliness, staff & service
Stayed 1 night in Jun 2023
Response from Ian Harding-Jones General Manager on Jun 14, 2023
Thanks for staying with us. We appreciate your review!

4/10 Poor

Margaret

Travelled with group
Liked: Staff & service, property conditions & facilities
Stayed 3 nights in Jun 2023
Response from Reception on Jun 14, 2023
Thank you for your review!

8/10 Good

eileen

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jun 2023
Response from Ian Harding-Jones General Manager on Jun 9, 2023
Thanks for staying with us. We appreciate your review!