Review of Mercure Hotel Köln West 4*

My husband and I stayed over for the night, we needed a break and some rest as we have a baby that doesn’t sleep and my sister offered to watch the kids for the night so that my husband and I could get some sleep. We decided to book in at the Mercure outside the city because we thought it would be nice and quiet. As we got to the hotel the sauna was not on as they only switch it on at night and you only allowed to use it at night, that wasn’t the big issue, would have been nice to use it immediately but didn’t mind waiting till the evening to use it. The bed was very uncomfortable and there was only 2 small, smaller than single bed blankets on the bed and 2 flat and small pillows. There’s a number you can phone to get 24 hour assistance, no one answers that phone, I tried few times and no answer. The towels were small and dirty, there was only hand towels in our room, no bath towels. Then the music started! There is a nightclub opposite the hotel, it’s technically across the road but the road is like a walk path so basically on the same premises, it sounded like the night club was in our room! I again tried to phone the assistance number and again no one answered so I eventually phoned reception from my cellphone to ask about the loud music, that was at 2am in the morning and they were so rude, all they said is there’s nothing they can do and that it’s not their problem, I asked to be moved but they would not move us to the other side of the building, they just said it’s a nightclub, the music stops at around 3am but it only stopped at 4am! No apology from the staff, they didn’t even try to help. The next morning when I booked out I mentioned to the reception staff how terribly unhappy we are cause it’s not a cheap hotel and their response was, what must they do? Not sorry, nothing! All we wanted was a quiet night, we needed sleep and didn’t get any sleep at all! We go to hotels a lot, we do a lot of family holidays but this has definitely been our worst hotel stay! I am definitely taking it up with the Mecure group as this is un-exceptable! It was such an unpleasant stay!