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Mercure Hotel Liverpool Nightmare

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Dear Accor Hotels Management,

As a loyal customer to your group, unfortunately I'm not a member at the moment, I have had the pleasure of staying at a number of your Hotels is the past.

I can kindly admit and say that my experiences were First Class, until my latest stay at one of your Hotels, Mercure Hotel in Liverpool. Keeping in mind that I had stayed in this Hotel about 10 times in the past.

My experience was so poor that I went out of my way to write a fair number of emails to the website through which I booked this Hotel. was the website which I booked the Hotel through as usual. I also wrote an email to the Hotel staff and management to no avail. I also had a telephone conversation with the staff management of the Hotel and nothing was resolved. Rather a conversation which led to nowhere and a total waste of time. Waste of my time. I have taken quite some time to get my message through and through yet nothing has been done nor resolved and here I am yet again writing to you in regards to my horrible experience.

At my check in to the Hotel I was rather verbally abused and confronted by a rude member of the staff.

The reason I booked this room was because I had an option of paying after I check out as I didn't have much funds available on the day of the check in.

Now the woman at the reception told me that I must pay right there on the spot because I haven't updated my profile and I haven't given the Hotel my phone number. Mind you my phone number has been the same in the past 3 years and in that time I stayed at Mercure Liverpool over 10 times.

Then she told me that my card was a DEBIT and not a credit card and that was another reason why I had to pay at the check in.

When she said that I was confused because how could have I made this booking online if this was a debit and not a credit card? I was in absolute shock.

( A couple of days after I spoke with the management, as I made my complaints they also told me that because it's a debit card that there's a limit of money on the card. That there were people in past who just checked out and didn't pay. So the Hotel management was placing me into a category of horrible people. I was in absolute disarray. I still am).

After going back and forth with raising complaints with the booking website and Hotel management, I got nowhere and I'm in the dark and feel neglected. I am writing to you in hopw that some type of resolution can be reached. Some type of compensation for my experience can be done rather then me escalating this even further to the CEO chain of management as well as the fair trade.

I am waiting to hear from you in due course with some type of answer on hope that my issue will be resolved.

Kind regards,

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