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Reviews of Mercure Edinburgh City - Princes Street Hotel

3 out of 5
Mercure Edinburgh City - Princes Street Hotel
53 Princes Street, Edinburgh, Scotland

Reviews

7.6

Good

Rating 10 - Excellent. 325 out of 1000 reviews" "
Rating 8 - Good. 355 out of 1000 reviews" "
Rating 6 - Okay. 152 out of 1000 reviews" "
Rating 4 - Poor. 108 out of 1000 reviews" "
Rating 2 - Terrible. 60 out of 1000 reviews" "

7.8/10

Cleanliness

8.4/10

Staff & service

7.2/10

Amenities

6.8/10

Property conditions & facilities

7.6/10

Eco-friendliness

Reviews

10/10 Excellent

Kamil

Liked: Cleanliness, staff & service, property conditions & facilities
Really nice hotel, close to everywhere
Stayed 1 night in Mar 2024
Response from Vicki Guest Care Manager on Mar 15, 2024
Dear Kamil, Thank you for your wonderful feedback! It’s great to hear that you had a lovely experience at our hotel. We sincerely appreciate your positive review, and we're delighted to learn that your stay with us earned a perfect score. . If you need further assistance or you have anything you would like to add, please don't hesitate to contact us. Warm regards, Vicki Guest Services Team Mercure Edinburgh Princes Street City Hotel

2/10 Terrible

Kathryn

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It obviously is going to get a huge revamp but still beautiful hotel with magnificent views
Stayed 2 nights in Feb 2024
Response from Anna Guest Service Manager on Mar 6, 2024
Dear Kathryn.Thank you for your feedback. We are glad you appreciated the beauty of our hotel and the magnificent views. We are indeed undergoing a significant revamp to enhance our guest experience even further. We look forward to welcoming you back to enjoy our upgraded facilities in the future.

10/10 Excellent

Jennifer Louise

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I love the location, very walkable to so many restaurants, museums and shops. It's also a couple mins walk to the bus stop that will take you and from the airport. The room I had was facing Old town so the view was amazing. It was a little loud being on the 3rd floor, I could hear the buses when they pass by but not an issue so much at night. The room and the bathroom are clean, the bed is pretty comfortable. They were unable to accommodate me for early check in but they had free luggage storage. The reception and housekeeping staff were all nice and friendly. I definitely would book this hotel again in the future.
Stayed 3 nights in Feb 2024
Response from Vicki Guest Care Manager on Feb 21, 2024
Dear Jennifer,Thank you for sharing your feedback with us! We're happy to hear that you appreciated the prime location of Mercure Edinburgh Princes Street city centre Hotel, with its proximity to various restaurants, museums, and shops. It's fantastic that you found the nearby bus stop convenient for airport travel.We're pleased that you enjoyed the stunning view from your room overlooking the Old Town. While we apologise for any noise from passing buses on the 3rd floor, we're reassured to hear that it didn't disturb you during the quieter nighttime hours.We're glad that you found your room and bathroom clean and the bed comfortable. Although we couldn't accommodate early check-in, we're pleased that our free luggage storage was helpful.It's great to hear that our reception and housekeeping staff were friendly. Providing exceptional service is paramount to us, and we're fortunate to have such dedicated team members here at Mercure Edinburgh City.We're delighted to hear that you'll be returning in the future, and we look forward to welcoming you back. We hope your next stay will be as enjoyable as the previous one!Warm regards,VickiGuest Services TeamMercure Edinburgh Princes Street City Hotel

10/10 Excellent

Sue

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had a lovely stay at the Mercure. Wonderful room with a view of the castle, excellent, friendly staff and a nice bar/restaurant area. Great location for exploring Edinburgh 😀
Stayed 1 night in Feb 2024
Response from Vicki Guest Care Manager on Feb 21, 2024
Dear Guest,Thank you for sharing your experience! We're happy to hear that you had a wonderful stay at Mercure Edinburgh Princes Street Hotel. It's great that you enjoyed your room with a view of the castle, the exceptional and friendly staff, and the inviting bar/restaurant area. We are fortunate to have such dedicated team members here at Mercure Edinburgh Princes Street who are committed to providing outstanding service to our guests.Our prime location offers fantastic opportunities for exploring Edinburgh, and we're delighted that you had a positive overall experience.We look forward to the opportunity of welcoming you back for another fantastic stay in the future!Best regards,VickiGuest Services TeamMercure Edinburgh Princes Street Hotel

8/10 Good

Carol

Travelled with group
Liked: Cleanliness, staff & service, amenities
Mattress and pillows very hard. Did not get a good nights sleep. It’s a shame as it’s a nice hotel.
Stayed 1 night in Jan 2024
Response from Anna Guest Services Manager on Jan 16, 2024
Dear Carol.Thank you for taking the time to share your feedback with us. We are sorry to hear that your experience with the mattress and pillows did not meet your expectations, affecting the quality of your sleep. In situations like these, we recommend reaching out to our front desk during your stay. Our team is always ready to assist guests and would have been happy to provide softer pillows to better suit your preferences. We apologize for any inconvenience caused and appreciate your understanding. If your travels bring you back to the area, we would love another opportunity to provide you with a more enjoyable experience.Kind regards

10/10 Excellent

Pauline

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Anna Guest Services Manager on Jan 10, 2024
Dear Pauline.Thank you for this wonderful rating of your recent stay with us. I am delighted that you enjoyed your time with us and very much look forward to welcoming you back when you are next in Edinburgh. Kind regards.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very convenient
Hotel is conveniently situated for transport, shops and restaurants which are all on its door step. Staff are helpful and friendly. We slept very well eventhough our room was overlooking the street. Overall a very good experience.
Stayed 4 nights in Dec 2023
Response from Anna Guest Services Manager on Dec 28, 2023
Dear Guest.Thank you for taking the time to share your positive experience with us. We are happy to hear that our hotel's convenient location added to your overall satisfaction. It's wonderful that you found our staff helpful and friendly, contributing to a pleasant stay. Thank you for choosing to stay with us, and we look forward to welcoming you back for another excellent experience.Kind regards.

10/10 Excellent

Fiona

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Dec 2023
Response from Anna Guest Services Manager on Dec 28, 2023
Dear Fiona.Thank you for this rating of your recent stay with us. I am delighted that you enjoyed your time with us and very much look forward to welcoming you back when you are next in Edinburgh. Kind regards

2/10 Terrible

Vivek

Stayed 1 night in Dec 2023
Response from Anna Guest Services Manager on Dec 28, 2023
Dear Vivek.Thank you for this rating of your recent stay with us. To better understand your experience and address any concerns, could you kindly share specific details or suggestions on what we can improve? Your insights are invaluable to us, and we are committed to making necessary enhancements based on your feedback. Thank you for taking the time to help us enhance our services.Kind regards.

8/10 Good

Debra

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This property had rather poor internet service. The staff was very helpful in “resetting” the system but the service was no better. Another hotel guest had similar complaints confirming that it wasn’t my devices. Difficult for tourists and business guests.
Stayed 2 nights in Dec 2023
Response from Anna Guest Services Manager on Dec 28, 2023
Dear Debra. Thank you for taking the time to share your feedback regarding the internet service during your stay. We sincerely apologize for any inconvenience this may have caused. We appreciate your recognition of our staff's efforts in attempting to resolve the issue. Please accept our apologies for any disruption to your experience, and we hope to have the opportunity to welcome you back in the future with an improved internet service.Kind regards

4/10 Poor

Rachael

Travelled with family
Disliked: Cleanliness
Stayed 2 nights in Dec 2023
Response from Anna Guest Services Manager on Dec 28, 2023
Dear Rachael.Thank you for this rating of your recent stay with us. To better understand your experience and address any concerns, could you kindly share specific details or suggestions on what we can improve? Your insights are invaluable to us, and we are committed to making necessary enhancements based on your feedback. Thank you for taking the time to help us enhance our services.Kind regards.

8/10 Good

Tanya

Travelled with family
Liked: Cleanliness, staff & service
Pleasant stay
Accommodating hotel, let me change my dates at last minute due to travel issues. Lobely, friendly staff. Nice breakfast. Hotel clean but in need of a refurb/update. Wifi signal very poor in the rooms
Stayed 1 night in Dec 2023
Response from Anna Guest Services Manager on Dec 18, 2023
Dear Tanya.Thank you for sharing your positive feedback. We appreciate your understanding regarding the date change and are pleased to hear you enjoyed our friendly staff and breakfast. We've noted your comments about the hotel's condition and Wi-Fi signal, and we're actively addressing these areas for improvement. We look forward to the opportunity to welcome you again.Kind regards.

10/10 Excellent

Helen

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Was a quick 1 night stay to visit xmas markets. Was a great location and very comfortable would stay again
Stayed 1 night in Dec 2023
Response from Anna Guest Services Manager on Dec 17, 2023
Dear Helen.Thank you for taking the time to share your experience. We're thrilled to hear that your quick one-night stay to visit the Christmas markets was enjoyable. It is wonderful to know that our location and comfort met your expectations. We look forward to welcoming you back for another pleasant stay in the future.Kind regards

10/10 Excellent

e

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023
Response from Anna Guest Services Manager on Dec 17, 2023
Dear e.Thank you for the perfect 10/10 rating! We are thrilled to hear about your positive experience. If there is anything specific you loved or anything you think we can improve further, feel free to share. We look forward to welcoming you back for another excellent stay.Kind regards.

10/10 Excellent

David

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Expensive
The prices for food and drinks were not good for consumers in today’s economy as they were expensive and service charges should never be charged automatically. It is for the consumer to decide whether the service was good enough.
Stayed 2 nights in Dec 2023
Response from Anna Guest Services Manager on Dec 17, 2023
Dear David.Thank you for sharing your feedback, and we appreciate your perspective on our pricing and service charge policies. We want to clarify that our standard practice is to present the bill to the customer each time, providing the autonomy to decide whether to include the service charge. If there are further details you'd like to share or if there's anything specific you believe we can improve upon, please feel free to reach out. Your input is crucial, and we aim to provide a better experience for our guests. Thank you for bringing these matters to our attention.Kind regards

10/10 Excellent

Janet

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location
Stayed 1 night in Nov 2023
Response from Anna Guest Services Manager on Dec 3, 2023
Dear Janet.Thank you for this review of your recent stay with us. I am delighted that you enjoyed your time with us and very much look forward to welcoming you back when you are next in Edinburgh. Kind regards.

6/10 Okay

Neal, Seattle

Travelled with partner
Liked: Staff & service
Disliked: Property conditions & facilities
Seems to be getting ready for a remodel. As such the property is in pretty poor shape. Rooms not up to par.
Stayed 1 night in Nov 2023
Response from Anna Guest Services Manager on Dec 3, 2023
Dear Neal. Thank you for taking the time to share your feedback. We appreciate your understanding regarding the ongoing preparations for a remodel. We are sorry to hear that the current condition of the property did not meet your expectations. We hope to welcome you back in the future to experience our upgraded and improved facilities.Kind regards.

8/10 Good

Nuri

Travelled with family
Liked: Cleanliness, staff & service, amenities
Our stay here was good. The best thing about the hotel is the location and the very friendly staff! 4 minute walk from the train station and 1 minute walk from the buss stop for the airport. The room we got was not a new room, so it had no power outlets by the bed and the Wi-Fi was not great. Housekeeping didn't do our room everyday which I found odd. The restaurant has some great options and highly recommend you prepay for your breakfast!
Stayed 5 nights in Nov 2023
Response from Anna Guest Services Manager on Dec 3, 2023
Dear Nuri.Thank you for sharing your experience with us. We're delighted to hear that you had a good stay and that the location and friendly staff left a positive impression. Your feedback is valuable, and we appreciate your recommendations. We apologize for any inconvenience regarding the power outlets, Wi-Fi, and housekeeping. Your comments will be shared with the relevant teams for improvement. We hope to have the opportunity to welcome you back for an even more enjoyable stay.Kind regards.

10/10 Excellent

Tony

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Fantastic view of the floodlit castle and xmas market. Very impresive
Stayed 3 nights in Nov 2023
Response from Anna Guest Services Manager on Dec 4, 2023
Dear Tony. Thank you for taking the time to share your positive experience with us! We are thrilled to hear that you enjoyed the fantastic view of the floodlit castle and the Christmas market. It is wonderful to know that our location added to your overall impression. We appreciate your feedback and hope to have the pleasure of welcoming you back for another memorable stay.Kind regards.

10/10 Excellent

Kerry

Stayed 1 night in Nov 2023
Response from Anna Guest Services Manager on Dec 18, 2023
Dear Kerry.Thank you for your 5 of 5 rating! We appreciate your feedback and are pleased to have had you as our guest. I am delighted that you enjoyed your time with us and very much look forward to welcoming you back when you are next in Edinburgh. Kind regards.

8/10 Good

Jarle

Liked: Cleanliness, staff & service, amenities
The place is great with a good view of the castle. The hotel isn't soundproof at all, so pretty noisy on the weekend
Stayed 2 nights in Nov 2023
Response from Anna Guest Services Manager on Dec 4, 2023
Dear Jarle.Thank you for sharing your feedback about your recent stay with us. We are delighted to hear that you enjoyed the great view of the castle from our hotel. We apologize for any inconvenience you experienced due to noise during the weekend. Should your future plans bring you back to the area, we'd be honored to host you again and strive to ensure a more peaceful stay.Kind regards.

2/10 Terrible

Tais, Toronto

Disliked: Property conditions & facilities
I am staying here right now November 24th 2023 for my daughter’s graduation and it’s dreadful. First Room reeked of paint and now I am woken up to the sound of drilling. If you enjoy paying for the sweet smell and sounds of construction then this is your place. Charging full rates knowing that the stay will be during construction noise without warning them is unconscionable. To add insult to injury the wifi is nonexistent and could not book anything from my room had to go onto the street to get a data signal on my phone. Stuck in a hotel room with no WiFi to speak of in this day and age is ridiculous.
Stayed 3 nights in Nov 2023
Response from Anna Guest Services Manager on Dec 4, 2023
Dear Tais.Thank you for bringing your concerns to our attention, and we sincerely apologize for the inconvenience you've experienced during your stay. It's disheartening to hear that the room conditions and ongoing construction have impacted your visit. We regret that we fell short of your expectations in this regard. Please be assured that we take your feedback seriously, and we will investigate the issues you've raised to address them promptly. Regarding the Wi-Fi, we apologize for the inconvenience, and we will work to enhance the connectivity in the affected areas. If there's anything specific we can do to improve your stay or if you have additional concerns, please don't hesitate to reach out to our front desk. Once again, we apologize for any inconvenience caused, and we appreciate your understanding.Kind regards.

6/10 Okay

Ross

Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Room comfort
Good view but very noisy.
View was great but drilling & hammering directly above our room from early in the morning was a real pain. Understand if renovation being done but don’t feel like we should be placed in a room directly under them being done.
Stayed 2 nights in Nov 2023
Response from Anna Guest Services Manager on Nov 23, 2023
Dear Ross.Thank you for taking the time to share your feedback with us. We are pleased to hear that you appreciated the front-facing room as requested. We want to sincerely apologize for any inconvenience caused by the ongoing renovations during your stay. Our team strives to make our guests as comfortable as possible, and we regret that this aspect fell short of your expectations. We encourage our guests to reach out to our reception team immediately if any issues arise during their stay. We appreciate your understanding and hope that, despite this, you were able to enjoy your time in Edinburgh. If your travels bring you back to the area, we would be grateful for another opportunity to provide you with an improved experience.Kind regards,

4/10 Poor

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities
No WiFi!!!
It was ok from bed, shower and noise perspective. But then it should be. But there was no useable WiFi in my room. This is inexcusable in any hotel. If they fixed that it would be fine.
Stayed 1 night in Nov 2023
Response from Anna Guest Services Manager on Nov 22, 2023
Dear Guest.Thank you for sharing your feedback regarding your recent stay. We're glad to hear that your experience with the bed, shower, and noise met your expectations. However, we apologize for the inconvenience you faced with the WiFi in your room. Your comments are valuable, and we will address this issue promptly to enhance our guests' experience. We appreciate your understanding and hope to welcome you back for an improved stay.Kind regards,

10/10 Excellent

David

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Midweek break with the fiancée for her birthday treat. Free room upgrade with views over Edinburgh castle and princes street. Staff very attentive breakfast fantastic
Stayed 1 night in Nov 2023
Response from Anna Guest Services Manager on Nov 22, 2023
Dear David.Thank you for choosing our hotel for your midweek break and for celebrating your fiancée's birthday with us. We're delighted to hear that you enjoyed the free room upgrade with stunning views, experienced attentive staff, and had a fantastic breakfast. We appreciate your positive feedback and hope to welcome you back for more special occasions.Kind regards,

4/10 Poor

Gregory

Disliked: Cleanliness, property conditions & facilities
Response from Anna Guest Services Manager on Nov 11, 2023
Dear Gregory. Thank you for this rating of your recent stay with us. If there is anything specific you'd like us to address or assist you with, please feel free to let us know.Kind regards

4/10 Poor

stephen

Disliked: Cleanliness, property conditions & facilities
It was a classic double think it a classic room from the 70's I started there 2 years a go for £120 a night This time was £495 for 2 nights Not worth the money
Stayed 2 nights in Oct 2023
Response from Anna Guest Services Manager on Nov 11, 2023
Dear Stephen.Thank you for being a repeat guest at our hotel. We appreciate your loyalty. I'd like to clarify that the recent reservation for two nights had a different room type, and prices are competitive within the market. We're glad you chose to stay with us, and if you have any specific concerns or preferences, please let us know, and we'll do our best to make your stay enjoyable. Thank you for choosing to stay with us, and we look forward to welcoming you back in the future when our renovations are complete to provide you with a better stay.Kind regards

10/10 Excellent

LISA

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Views from the lounge of historic monuments is lovely
Stayed 2 nights in Oct 2023
Response from Anna Guest Services Manager on Oct 29, 2023
Dear Lisa.Thank you for your positive feedback. We are delighted that you enjoyed the views. We very much look forward to welcoming you back when you are next in Edinburgh. Kind regards

2/10 Terrible

Barbara

Liked: Cleanliness
Disliked: Staff & service, room comfort
Worst hotel in Edinburgh
Absolutely horrible! The internet didn’t work. The room only had 1 plug and 0 plugs in the bathroom. No dresser. Customer service was rude. Food was horrible. We checked out 3 days early.
Stayed 5 nights in Oct 2023
Response from Anna Guest Services Manager on Oct 29, 2023
Dear Barbara.Thank you for your feedback. I'm very sorry to hear that you had such a negative experience during your stay. It's clear that various aspects of your visit did not meet your expectations, and I apologize for the inconveniences you faced. I apologize that our efforts did not meet your expectations during your stay. We always strive to provide our guests with a pleasant and comfortable experience. Rest assured, your comments will be shared with the relevant teams to address these concerns and make necessary improvements. Your input can help us make improvements to enhance our guests' experiences in the future. We hope you will consider giving us another opportunity to provide you with a more satisfying experience in the future.Kind regards

2/10 Terrible

Lewis

Business traveller
Liked: Cleanliness, room comfort
Disliked: Staff & service, property conditions & facilities
Poor
Very poor. Only sandwiches available after 10pm. Do not dare ask to have it in the bar with a drink "you must only have in your room". Do not try to work in the morning. Loud banging and drilling which was apparently 3 floors down, but in reality was in the room next door
Stayed 2 nights in Oct 2023
Response from Anna Guest Services Manager on Oct 29, 2023
Dear Lewis.Thank you for your feedback. We apologize for the inconvenience you experienced during your stay. We regret to hear that our room service and the restrictions on dining in the bar did not fully meet your expectations. It's important to note that after 10 pm, our room service menu is limited due to the kitchen being closed. The renovation work is currently underway on the 3rd floor, and we regret that you could hear noise on the 7th floor. Your comfort is important to us, and we appreciate your understanding as we work to improve our facilities. Thank you for choosing to stay with us, and we look forward to welcoming you back in the future when our renovations are complete to provide you with a better stay.Kind regards

10/10 Excellent

Rholine

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Convenient Hotel in between the Old and New towns.
The hotel is a short walk from Edinburgh Waverley station, which helped since we had a big luggage. The hotel and room were clean but is showing its age. Hopefully, the planned upgrades will improve the hotel significantly.
Stayed 2 nights in Oct 2023
Response from Anna Guest Services Manager on Oct 23, 2023
Dear Rholine.Thank you for your feedback. We're pleased to know that you found the location convenient and the cleanliness of the hotel and room satisfactory. We're currently in the process of planned upgrades to enhance our guests' experience, so we appreciate your understanding. We hope you'll consider staying with us again in the future and enjoy the improvements once the upgrades are complete. Your support is important to us.Kind regards

10/10 Excellent

Alexandra, Easton

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 5 nights in Oct 2023
Response from Anna Guest Services Manager on Oct 23, 2023
Dear Alexandra.Thank you sincerely for this wonderful 5 of 5 review of your recent stay with us. I am delighted that you enjoyed your time with us and very much look forward to welcoming you back when you are next in Edinburgh. Kind regards

6/10 Okay

Verified traveller

Liked: Staff & service
Great customer service Great location Room really outdated Needs remodeling for sure
Stayed 1 night in Oct 2023
Response from Vicki Guest Care Manager on Oct 21, 2023
Dear Guest,Thank you for taking the time to share your feedback with us. We're delighted to hear that you found our customer service to be great and that you appreciated our excellent location.Your comments regarding the room have not gone unnoticed. We are in the process of renovations to improve and update our facilities, and your feedback reinforces the importance of this endeavor. Your input is invaluable as we work towards enhancing the overall guest experience.We hope to welcome you back in the future and provide you with an even more satisfying stay.Warm regards,VickiGuest Services Team

10/10 Excellent

Jill

Stayed 1 night in Oct 2023
Response from Anna Guest Services Manager on Nov 11, 2023
Dear Jill.Thank you for this rating of your recent stay with us. I am delighted that you enjoyed your time with us and very much look forward to welcoming you back when you are next in Edinburgh. Kind regards

6/10 Okay

Natlntl

Stayed 1 night in Oct 2023
Response from Vicki Guest Care Manager on Oct 21, 2023
Dear Natlntl,Thank you for taking the time to rate your recent stay, We value your feedback, and we're here to ensure our guests have a comfortable and enjoyable experience.If you have any specific comments or suggestions that can help us improve and provide you with a higher level of service during your next visit, please don't hesitate to share them with us. Your input is highly appreciated and plays a crucial role in our ongoing efforts to enhance the guest experience.We hope to have the opportunity to welcome you back and provide you with an even better stay in the future.Warm regards,VickiGuest Services Team

8/10 Good

Caleb

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice place great view
Stayed 2 nights in Oct 2023
Response from Anna Guest Services Manager on Oct 16, 2023
Dear Caleb.Thank you for your feedback. We're glad to hear that you enjoyed your stay and the great view. We hope you had a wonderful time, and we look forward to welcoming you back in the future.Kind regards

10/10 Excellent

phuong

Liked: Cleanliness, staff & service, property conditions & facilities
Everything is great
Stayed 3 nights in Oct 2023
Response from Anna Guest Services Manager on Oct 13, 2023
Dear Phuong.Thank you sincerely for this wonderful five of five review of your recent stay with us. I am delighted that you enjoyed your time with us and very much look forward to welcoming you back when you are next in Edinburgh. Kind regards

8/10 Good

Mary

Liked: Cleanliness, staff & service, room comfort
Refurbishment works taking place
The location of this hotel is the reason I return. It is currently being refurbished which has been needed for at least 3 years! My room was adequate but the decor and furnishings poor. I look forward to returning after the works have been completed. The food was very good.
Stayed 3 nights in Oct 2023
Response from Anna Guest Services Manager on Oct 13, 2023
Dear Mary.Thank you for your feedback. We're pleased to hear that you find the location of the hotel to be a compelling reason to return. Thank you for choosing to stay with us, and we look forward to welcoming you back in the future when our renovations are complete to provide you with a better stay.Kind regards

10/10 Excellent

Mary Ellen

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great location, friendly staff, good food
The staff at the Mercure Hotel were extremely helpful and very friendly. The wait staff at the restaurant were especially nice. We were warmly greeted by Craig, who held the door open for us, provided us with a map of Edinburgh, and gave us directions to the Edinburgh Castle. I appreciated the help a staff member gave me during our stay. I needed to ship home a suitcase to be repaired. He found a box big enough to accommodate the luggage and located packaging tape for me. That was going above and beyond his usual duties in my opinion. The location of the hotel is great. It’s a short walk to Waverley train station, to the Edinburgh Castle, to a tram stop, and it’s by a bus stop. If you like to shop, it’s a short walk to a high-end shopping mall. The room was very quiet and clean. I thought the room was too hot, my traveling companion thought it was just right. My traveling companion thought her bed was too firm. I thought my bed was fine. The restaurant was so good that we had all four breakfasts and dinners there. The breakfast was buffet style with a variety of proteins, pastries, cereals, juices, coffees, and yogurt. The dinner cuisine was very good. I recommend the sea bass, hard apple cider, and the sticky toffee pudding. The next time I go to Edinburgh, I plan to stay at the Mercure hotel.
Stayed 4 nights in Sep 2023
Response from Anna Guest Services Manager on Oct 13, 2023
Dear Mary. Thank you for sharing your wonderful experience at the Mercure Hotel! It's fantastic to hear that you had such a positive stay and found the staff to be extremely helpful and friendly, especially with Craig going above and beyond to assist you.The hotel's location and its proximity to various transport options and shopping areas are indeed a great advantage. It's also great to hear that you enjoyed the quiet, clean room, and the restaurant's offerings, with your recommendations making it even more enticing.We look forward to welcoming you back on your next visit to Edinburgh, and we appreciate your kind words and recommendation. Your feedback is valuable, and we're committed to providing an excellent guest experience.Kind regards

2/10 Terrible

Verified traveller

Travelled with group
Disliked: Cleanliness, staff & service, property conditions & facilities
Avoid this hotel at all costs
Avoid this hotel at all costs.Truly one of the worst hotel stays I have ever had, particularly given what they charge. We 'treated' ourselves to a 'privilege' room, though I am yet to figure out what the extra money afforded us. Our room, while large, was very grubby. The carpet was sticky, as was the wallpaper on the bathroom floor. Even the curtains were horrid to the touch. We should be grateful, in that case, that slippers were provided (as we had no intention of going barefoot!) though I did note there was only one bathrobe (in a double room). There was only one power outlet in the room, situated on the opposite side from the bed, which is so deeply impractical it's comical. While the hotel takes great pains to emphasise the hotel is undergoing a massive renovation, they certainly haven't increased their customer service to compensate for disruption to services. Bag storage was not available, and the staff were not just unapologetic, but indignant. They were also unable to advise on alternative options for bag storage nearby. I appreciate the lack of services are not their fault, though would have expected better communication, and provision of alternative options. I could go on (the smell in the lobby, the blocked off ramp allegedly restricted for wheelchair access - though still blocked off regardless? etc) but honestly the take away here is: Do not stay here. While the location is very convenient, you can spend a lot less for a similar location without a sticky floor.
Stayed 1 night in Oct 2023
Response from Anna Guest Services Manager on Oct 13, 2023
Dear Guest.Thank you for sharing your experience with us. We're truly sorry to hear about the challenges you faced during your stay. Your feedback is important, and we deeply regret that your expectations weren't met. We're in the process of a massive renovation, and we apologize for any inconvenience this may have caused. We take your comments about the room conditions and customer service seriously, and these concerns will be addressed to ensure improvements are made. Thank you for choosing to stay with us, and we look forward to welcoming you back in the future when our renovations are complete to provide you with a better stay.Kind regards

10/10 Excellent

Cynthia

Stayed 2 nights in Oct 2023
Response from Anna Guest Services Manager on Oct 12, 2023
Dear Cynthia.Thank you sincerely for this wonderful review of your recent stay with us. I am delighted that you enjoyed your time with us and very much look forward to welcoming you back when you are next in Edinburgh.Kind regards

10/10 Excellent

Rhonda

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from Anna Guest Services Manager on Oct 9, 2023
Dear Rhonda.Thank you sincerely for this wonderful review of your recent stay with us. I am delighted that you enjoyed your time with us and very much look forward to welcoming you back when you are next in Edinburgh. Kind regards

10/10 Excellent

Susan

Liked: Cleanliness, staff & service, room comfort
In need of refurbishment but that is planned I believe.
Stayed 1 night in Sep 2023
Response from Vicki Guest Care Manager on Oct 2, 2023
Dear Susan,Thank you for taking the time to share your wonderful feedback with us. We genuinely appreciate your kind words and are pleased to hear that you had a fantastic experience during your stay at Mercure Edinburgh Princes Street Hotel.You are absolutely correct; we are currently in the midst of an extensive refurbishment project scheduled to continue throughout 2023 into 2024. We are renovating our hotel floor by floor to provide a refreshed and modernized experience for our valued guests.Your positive review means the world to us, and we look forward to welcoming you back in the future to showcase the positive changes and improvements we are making to our hotel.Best Regards,VickiGuest Services TeamMercure Edinburgh Princes Street Hotel

2/10 Terrible

ian

Stayed 2 nights in Sep 2023
Response from Vicki Guest Care Manager on Oct 2, 2023
Dear Ian,Thank you for taking the time to share your feedback with us. We appreciate your input, and we're sorry to hear that your recent experience at Mercure Edinburgh Princes Street Hotel did not meet your expectations.Your feedback is important to us, and we would like to understand better where we fell short so we can improve. If you have any specific comments or concerns you'd like to share, please don't hesitate to reach out to us directly.We hope to have the opportunity to welcome you back in the future and provide you with a more enjoyable stay.Best Regards,VickiGuest Services TeamMercure Edinburgh Princes Street Hotel

10/10 Excellent

Kim

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice bathtub
Stayed 1 night in Sep 2023
Response from Vicki Guest Care Manager on Oct 2, 2023
Dear Kim,Thank you for taking the time to share your review of Mercure Edinburgh Princes Street Hotel. We appreciate your kind words and are thrilled to see that you had a fantastic 5-star experience all around, particularly enjoying the bathtub.Guest satisfaction is our top priority, and we're delighted that you had such a positive stay. Should you have any more feedback or if there's anything else we can assist you with in the future, please don't hesitate to reach out. We look forward to welcoming you back for another excellent stay.Best Regards,VickiGuest Services TeamMercure Edinburgh Princes Street Hotel

6/10 Okay

Kristin

Liked: Cleanliness
Stayed 1 night in Sep 2023
Response from Vicki Guest Care Manager on Oct 2, 2023
Dear Kirstin,Thank you for taking the time to leave a review of your recent stay at Mercure Edinburgh Princes Street Hotel. Your feedback is important to us.We're pleased to see that your overall experience was satisfactory, as reflected in your 3-star rating. However, if there were any specific aspects of your stay that you feel could have been improved, please do not hesitate to share your insights with us. We are always striving to enhance our services and provide the best possible experience for our guests.Your feedback is valuable, and it helps us understand where we can make improvements to ensure a more enjoyable stay for all our guests. We hope to have the opportunity to welcome you back in the future and provide you with an even better experience.If there is anything more you'd like to discuss or if you have any specific suggestions, please feel free to reach out. We're here to assist and make your future stays more comfortable and pleasant.Best Regards,VickiGuest Services TeamMercure Edinburgh Princes Street Hotel

6/10 Okay

Gary

Liked: Staff & service
Stayed 2 nights in Sep 2023
Response from Vicki Guest Care Manager on Oct 2, 2023
Dear Gary,Thank you for choosing to stay at Mercure Edinburgh Princes Street Hotel and for sharing your feedback. Your input is valuable to us, and we appreciate your time in reviewing your experience.It's clear from your rating that your stay was satisfactory overall, but we understand that there might have been areas where we could have improved. We're committed to providing the best possible experience for our guests, and your feedback helps us in our continuous efforts to enhance our services.If you have any specific comments or suggestions on how we can make your next stay even better, please don't hesitate to share them with us. We aim to ensure that all our guests have a comfortable and enjoyable visit, and your input is crucial in achieving that goal.We hope to have the opportunity to welcome you back in the future and provide you with an even more pleasant stay.Best Regards,VickiGuest Services TeamMercure Edinburgh Princes Street Hotel

8/10 Good

Charlene

Travelled with partner
Liked: Cleanliness, staff & service
This is a nice property, we enjoyed our stay for the most part. Biggest area of concern was the noise. You could hear everything your next door and upstairs neighbors were doing and the day time construction noise was over the top.
Stayed 3 nights in Sep 2023
Response from Anna Guest Services Manager on Sep 24, 2023
Dear Charlene.Thank you for sharing your feedback about your recent stay at our property. We appreciate your comments and are glad to hear that you enjoyed your stay for the most part.We apologize for the noise concerns you experienced during your stay, including noise from neighboring rooms and daytime construction. We understand that a peaceful and quiet environment is crucial for a comfortable stay, and we are actively working to address these concerns, especially with our ongoing renovations.Please know that your feedback is valuable to us, and we are committed to making improvements based on your input. If you decide to stay with us again in the future, we hope to provide you with a quieter and more enjoyable experience.Thank you for choosing our property, and we look forward to having the opportunity to serve you better in the future.Kind regards

10/10 Excellent

Jacob

Liked: Cleanliness, property conditions & facilities
Stayed 3 nights in Sep 2023
Response from Anna Guest Services Manager on Sep 24, 2023
Dear Jacob.Thank you sincerely for this wonderful five-star review of your recent stay with us. I am delighted that you enjoyed your time with us and very much look forward to welcoming you back when you are next in Edinburgh. Kind regards

10/10 Excellent

Donna

Stayed 3 nights in Sep 2023
Response from Anna Guest Services Manager on Sep 24, 2023
Dear Donna.Thank you sincerely for this wonderful review of your recent stay with us. I am delighted that you enjoyed your time with us and very much look forward to welcoming you back when you are next in Edinburgh. Kind regards