The Merchant City Inn

Apartment

Shocking customer service and lack of communication. They are trying to force a group of 11 individuals from different households to still come to Glasgow even though multiple people sharing a room. Haven’t even pushed for a refund as a small business but they won’t even transfer the booking to next year and basically said… ’we will keep your money and nothing you can do about’. Hung up on phone call to us and refuses to come back on email. So unreasonable and especially when we are offering them the ability to keep our money but simply transfer to next year when allowed to come. Their answer was ‘we don’t care you are 11 individuals, just stay away from each other’ — really embracing their moral and ethical duties at the moment. Annoyingly we want come but not allowed under new regulations. Avoid them at all costs — makes you realise what the standard of the stay was going to be like if this is their lack of care!

Me and my friends had fab few days here all everyone was so friendly. Would definitely go back.

Awful stay for a family break.
Never had a hotel experience like it.
Avoid at all costs.

Rude, money obsessed staff. Awful breakfast, have the cheek to charge cash upfront for a small cold plate of a cooked breakfast. Rooms need updating, woken each night by people out on the street coming out of night club. Very rude staff, tried to have a conversation with them them re over charging us, but the owners love to argue and talk over you — sadly won’t listen to any criticism. So much for the customer is always right! Not a pleasant place or experience. Yet I loved Glasgow, such a shame. Definitely wouldn’t recommend.

The women who works there is very rude, she refused to make me a fresh breakfast and made out it was my fault because I didn’t know the menu. Where the room was situated was awful as there was a nightclub right outside the window so it was noisy all night. The only good thing about this hotel is the location as it was in the city centre.

Room was freezing, beds uncomfortable, extremely noisy, night porter was rude, no help with bags or wheelchair was offered and breakfast was awful. Would definitely not be returning or recommend.

Worst place I’ve ever been to in my life!
My mum booked me tickets to pink as a surprise and she booked this hotel back in November and called which we have records of to advise of what she has done so everything was in place for me arriving!
I arrived yesterday afternoon and was earlier so we just dropped are bags and went for a few drinks and a bite to eat.
I headed back to check in I walked in and there was 2 men and a woman I was like hi, I would like to check in please, he asked for my name so I give him it, he said I didn’t have a reservation booked with them, I then pulled the email up my mum had sent me with the booking reference and my name on it.
He then told me that he would not be able to check me in because I did not book it even though it was pre-paid and it said on the document I was the guest.

Absolutely disgusting customer service. Cancelled my booking at 5:30pm at night just as I was going to get my train to travel there, phoned up and got through after 40 minutes to be told by a ‘gentleman’ called Jay that the booking has been cancelled but they couldn’t give me another one as there was no availability leaving 3 young females travelling to Glasgow with no booked accommodation out of no fault of our own. Jay then told me that he was meant to finish at 6pm so he is meant to be finished and at home and the night porter doesn’t deal with this sort of things. I asked for another phone number to speak to his superior to be told there is no one else I could contact, then I asked for an email to also be told that no one will reply back to me. I have sent 2 email to 2 different emails, The Merchant Inn Reservations and Legal Guest Relations which I had yet to hear back from but I will not be letting it go as I have never experienced such shocking customer service in my life. An absolute shambles of a ‘team’ and will definitely not help their business when their staff speak to guests the way that he did.

Basic but very clean rooms. Comfy beds. Decent breakfast. Friendly staff.

Stayed here with my partner for one night just over 2 weeks ago. Bed was awful, pretty sure it was broken, window was broken, heating was on FULL, staff never bothered to to help with bags even though we had at least 6 including a big suitcase and we were on the top floor. Shower head came apart when turned on the shelf in the bathroom was broken! Was told aswell that the breakfast was included but when arrived told we had to pay £3!

We loved our stay here. Our stay here was excellent. I had room 401 which had comfy bed with great nights sleep.

Very central and at a decent cost. The rooms were clean if a bit sparse and the bathroom facilities worked well. However there were lots of stairs and the breakfast was slightly disappointing. Great place to stay if visiting Glasgow on a budget.

Good location in the centre of Glasgow, just few minutes by walk from train stations. The bedrooms were big enough (stayed in a double) and even the bathroom was large enough. Breakfast is the continental type and with a small fee you can have the Scottish one.

Amazing location near Glasgow's city centre. Clean and big room, 24 hour reception and good continental breakfast (it's possible to have Scottish breakfast for a small fee).

Central location but tetra structure: it needs a nice renovation. Paid parking near the hotel (a. Room with very old furniture but clean; small but renovated bathroom. It's good for one night.

Very well located. Spacious room for all four. The bathroom is clean but old. The worst room without elevator and by spiral staircase. Good value for money.

Central but affordable option to stay in the middle of Glasgow. Not far away from anything you can imagine. Good food places are located just close by. The continental Breakfast offered all one needs, I did not try the cook breakfast though. Nice service personal at the reception.

Very nice staff. Very noisy hotel and very small double room. Mould in the shower and no ventilator in the bathroom. Cooked breakfast made from cheapest available ingredients, better value going to Weatherspoons for breakfast. Hotel seems very overpriced for what you get, I wouldn't recommend.

This is my first public review for any establishment. As someone who’s career is hospitality management, let me tell you that I am truly disappointed in this place. You do not get what you pay for. You pretty much pay for convenient location. Here are the extreme cons I noticed about Merchant City Inn: 1 — no ventilation in bathroom nor bedroom. You can not control the temperature. 2 — scratches and stains on the walls EVERYWHERE. It seems they have not kept up their appearance since opening. 3 — The “breakfast included” is only half of the buffet. They stop you halfway through before you get to the warm Bacon/eggs and ask that you present a token. And the orange juice had gone bad. And the salt and pepper shakers were empty.

This is my first public review for any establishment. As someone who’s career is hospitality management, let me tell you that I am truly disappointed in this place. You do not get what you pay for. You pretty much pay for convenient location. Here are the extreme cons I noticed about Merchant City Inn: 1 — no ventilation in bathroom nor bedroom. You can not control the temperature. 2 — scratches and stains on the walls EVERYWHERE. It seems they have not kept up their appearance since opening. 3 — The “breakfast included” is only half of the buffet. They stop you halfway through before you get to the warm Bacon/eggs and ask that you present a £3 token. And the orange juice had gone bad. And the salt and pepper shakers were empty 4 — the receptionist was high on drugs when we checked in. For the management team of this inn— you need to put in the money to make money.

Relatively speaking, it's affordable, and it's quite centrally located for touring the city. Otherwise… The rooms are plain and slightly cramped, the night is loud (right next to a bar), the parking is a block away and only partially discounted by the hotel. And the Wi-Fi was broken the entire time.

Good hotel in Glasgow city centre, merchant city area. Clean, comfortable, friendly and efficient. This is our seventh stay; good value for money if you get a good price / rate per night.

I cannot comprehend the bad assessments. Since I had to stay in London or Edinburgh much worse at much higher prices. Price performance, cleanliness and friendliness absolutely fine. As a guest, you should inquire beforehand if there is an elevator if you need it on it for health.

Family owned and you can tell they care. Friendly and helpful. Rooms are small but quite smart. There was no remote for the TV (worked manually though). Breakfast was good and parking is handy and subsidised at the local ncp carpark. £8 for 24 hours.

When got there told no low level rooms available we asked if could check if we could see if I could do stairs we were told no money first we explained that we were all dialysis patients and I have other illnesses even although we said I may not be able do stairs but still said no money first in end we had to take room and took me near 20 mins to do 3 flights spiral stairs when I got up the person did bring my case up but refused to take other ladies up say he only taking one case we couldn't do breakfast as meant going down 5 flights to get there from our room n when we on last day ask for coffee be sent up to be told it's served down stairs with breakfast after some words we did get coffee will say on plus room was tidy smelt freshly painted could do with better pillows cheap pillows that were flat after 1use 4 dialysis paitients not treated very well no room service as stated and Wi-Fi a hit or a miss won't ever go bk needs be made disabled friendly and staff in main desk need be trained demanding the money even although we said if I couldn't do stairs we have get another hotel just kept asking for money could spoiled our much needed rest but we didn't let it just had stay out n only go back at least twice as stairs we struggled with if disable wouldn't recommend this place rude staff.

Simple, cheap, clean accomodation. Wifi was poor at times as expected of a budget place such as this, rooms were surprisingly spacious and warm, bathroom consisted of shower, toilet and sink. Getting to room was poor experience, spiral staircase to floor with no alternative way up does give place a historical feel.

Normal. British style but cozy.

Very central, well connected. Very helpful staff. Very clean Hotel. Breakfast is acceptable. For this price you can not ask for more.

Good value for money Good location.

Decent hotel. No more. Disgusting breakfast.

Very poor service as not refunding anyone that has had to cancel due to hazardous weather and unable to get to them! Will definitely not be using and would not recommend!

Never even got to stay at hotel. Bad weather meant having to cancel. Staff at reception were very cheeky were not willing to help us out started shouting down phone and then hung up. Called back to speak to a manager and was hung up on again. Need to learn how to deal with customers properly. Total disgrace. Only interested in the money not the customer.

Lovely clean rooms and very friendly staff. Would recommend and would visit again.

Always warm and friendly, excellent breakfast, and comfortable beds. Very central location and competitively priced. Would recommend them to anyone.

Don't stay here… Someone stole £40 from my room. I reported it and the owner was down right rude and abusive. She accused me of calling her a thief. I think this woman protested too much. I was asked to leave my key at reception when going out, I thought this was a strange request but did it anyway. Came back from breakfast to find my room door unlocked and £40 missing. I called the police once I left the premises. I run a business and would never dream of treating my customers with abusive language. Suffice to say I will never return again.

Very poor value for money. It needs to be reformed. It needs a higher quality in both the ambience of rooms and the breakfast offered as "continental".
The only thing to consider is the location, but in the area there are better options and Glasgow well deserves it.

It is an OK place for a budget stay when you are in and out. Though if you are after good sleep be ready for room doors with gaps under as well the fact that those are standard inner house wood doors that let every single noise in. Corridors are bright, but don't set yourself for a book reading in bed to chill. Lights are dull as everywhere are energy saving bulbs some on their last legs hardly giving any light. Further hotel advertise free breakfast for all guests. This is not true as what is a basic breakfast (i. E. Your english breakfast with eggs bacon beans etc) here you need to pay extra. What is free is so called continental and choice is poor. All supplies are cheapest brands on the shelf in the supermarket. So yeah it is 'free' not far from being nice. Plus slightly grupmy service without a smile is what we got for breakfast. So great old building, fancy old gate and central location hence 2 stars, but that is were it ends. It is lacking character for the location and style of the building. Everything feels forgotten and outdated. With a bit of touch to become a great place, but one would have want to make something great out of this place.

I think the hotel is suitable for a short trip. You can't expect anything special for the price.

Hotel nice. Room spotless. Paid for cooked breakfast. £3 well worth it. Stairs a killer. But i'd read reviews and knew in advance. Staff lovely and friendly. Would recommend.

Rooms are clean, bed was comfy, breakfast was fine, staff were outstanding, and the location was faultless. Granted the walls are thin but I wear earplugs whilst staying away so it didn't bother me. Would stay again for sure.

Don't stay here. Seriously, do yourself a favour and take it off your maybe list, I know you think it's cheap and in a good location, but take my advice, don't bother. The staff are incompetent and rude. The whole place feels like a prison cell. The walls and doors are paper thin, you can here the people next door fart. I'm not exaggerating there. The bed was so uncomfortable I can't fathom how they can even market it as a bed. Truly an awful experience.

This hotel shouldn’t be a three star more like a hostel double room was more like a single room, nothing like the photo couldn’t even open the window that looked onto a wall. No parking you had to park in the NCP car park stayed 2 nights would have cost 44 pound for the parking but you do get a discount from front desk you need to pay 50 pence for a ticket at front desk to get the discount. Room was very very basic for 3 stars Staff where nice that was the only thing about the hotel and near all the main shops. Not comfy able to sit in between visit would not recommend.

Pros: good location, fine room, nice staff Cons: Expensive on a weekend, the room was very hot even through the radiator was off, and opening the window didn't really help. Our window faced Wilson street and at 10:30pm people started lining up for the club across the street, and it stayed loud until past 3:30am. Even with the window closed we could hear them, and that made the room even hotter. The Wi-Fi barely worked, except down in the breakfast room. Breakfast was alright — what you would expect from a cheap continental breakfast.

Staff courteous polite and helpful. Location great for city centre. If was being critical corridors and room doors needed updated. The room itself was lovely. Breakfast please real cheese. Otherwise standard good food selection. Main criticism was the outside noise. Two pubs and clubs which let out early in the morning. Noise didn't die down til after 4 Sunday am.

A rustic hotel without a lift. I. E. Carrying suitcases. Price class, Volume okay. Would go back.

Staff at reception where amazing. Stayed for one night room was clean ensuite was clean. Location perfect. Building has lots of character and the original staircase is beautiful. And under 100 pounds a night in the city is good.

Worst experience ever. All they care about is money. They charge you 170 pounds for a night and the room you get is worse than a motel. You can feel the springs in the bed. The room also had a very bad odor. The customer service was terrible, these guys don't even know how to talk to their customers. I would be giving them zero star if I could. Avoid this place.

Way over priced! Stayed for 2 nights and it was over £250 they give you a coupon for breakfast but they should save on the cost of printing the coupons to update their breakfast! The bed was horrid you can feel each and every spring in the mattress. Windows are only single pane so you hear the noisy city and freeze at night. Each time to leave the property you must hand the key in at reception which gets annoying when you forget something and need to run to your room. The only good part was the room and bathroom were relatively clean …

Swindlers. This hotel is just meant for business. 266 pounds for two nights. It is not fair. The window in our room has not been washed for years, the shower is old and not practical and we had to leave the window open during the night as it was too hot and we couldn't turn the heating off. It is old, dusty and the air is stale. We left our luggage with the reception man, but actually there is no specific room so anybody can take your luggage, the man won't pay any attention to whose luggage is taken away. The breakfast (I bet the food served is just as awful as the hotel) was included but we preferred to go to Cafe Nero just next to the hotel where the staff is really nice. Go have a coffee and a muffin there. The owners just don't care about their customers, the man at the desk watched a cartoon or a series while I was sitting at the reception, didn't look at me or talk to me!

Good hotel with great central location, I would avoid the room in the basement.

Totally disappointed. This place is ruled by swindlers. Keep away!. They are more interested in getting extra coins from the tourist than helping to their guests. By the other hand, the place is cheap but the facilities are not very comfortable neither well maintained. You pay more than you get… and the Wi-Fi does not work properly. I do not recommend this place.

It's downtown but the rooms are really noisy. You can hear everything from the street as well as from the other rooms. At the same price there is much better.

Fantastic night in a fantastic setting loved the look and feel of the place, staff were welcoming and polite and very very helpful, facilitys were awsome, lovely food in a relaxed enviroment, the room was jus a little small but it didn't take away from anything so all in all.

The hotel is an old building in the heart of Merchant City and just a step away from the best pubs, shopping streets and the Fruit Market. The staff were very friendly and helpful. Very warm place.

Have stayed here numerous times over the years, and it is very central and reasonably priced.
The staff are as always really friendly and are the main reason we return here!
However although it's clear that there has been some work done (painted throughout and new night security on the gate) the bedroom was small for a double and not particularly comfortable.
Also please invest in a lift! Or a porter!

Excellent location, parking close to the convention at 7 pounds a day, clean room. Continental breakfast improved.

Great location, the rest so-so.

Inconfortable bedding and a bed too short for my husband : his feet were outside of the bed and the curting was too short! The breakfast was middle and "croissants" very bad… low coast market?! A lot of noise outside during the night and no double windows. I don't require it. Be carreful : hotel are not exactly like the web site pictures!

Great location and to be honest that's about it everything simply basic.

Room 001 must be the quietest hotel room in central Glasgow! What a great night's sleep! Just what was required.

Horrible! Avoid at all costs!

Awful — DO NOT STAY HERE — Staff rude — especially manager — Rooms not secure — only lock is the type you get on your home bedroom door and the doors themselves cheep plywood — very noisy till early hours of morning due to club across road and poor windows with no sound proofing — refused to give money back despite checking out after just one night — furniture, carpet all fixtures of very poor quality and worn. Were painting so all hotel stunk of paint — might look historic in picture but this is deceiving and you have to get past all the wheelie bins to get to the front door — very expensive for what it is Take my advice there are better value hotels just round the corner — even the Jury inn is cheaper and the staff are friendly Ps don't take my word for it being noisy this is a quote from the hotel in response to my complaint — " Yes the hotel can get noisey at night".

Worst weeks sleep in my life — the club across the road coupled with thin windows equals no sleep. No room Wi-Fi either.

My name is Martin McPherson and I am 23 years old. I stayed at the Merchant City Inn from the 10/9/2013 (arrived at 11pm) until 11/09/2013 (left at 9am). I am at a low point in my personal life, and I sought refuge and recovery in the Merchant City Inn for a night, to get away from my problems and clear my head. I checked in and the man who greeted me was friendly enough. The room was ok, except for the window being broken slightly letting in noise from a nearby pub. I asked reception for a 6:30am wake up call, so that I could shower, get ready and have my breakfast before heading across the city to my work. I work in advertising, so it is important that I am at my work on time, not just for me, but for my renewal customers who have telephone appointments arranged with me. I start at work at 8:30am I awoke this morning at 8:30am. No wake up call was made, and I know this as I had purposefully slept right beside the telephone, which was supposed to ring 3 times. I phoned reception, and complained to the manager who said that she didn't know about it, as she hadn't been in the night before, and it was logged on the system. I told her that I knew it wasn't her fault specifically, but I expected some money back. I got ready in a rush and went down to reception. When I got there, she abruptly told me that it was on the system and that the call had happened. She then told me to "deal with it".

Not bad for 45euros but is a little fair quality although this reform. They have very ugly details such as the crosanes of 4 days ago. The rest is acceptable and partly charming since it is a historical building.

The staff are awesome they go above expectations to ensure your stay is good, the price is cheap the rooms are nice and the breakfast is pleasant, love the fact you can open the windows, nice quiet street comfortable bed, have enjoyed my stay imensely and will definetly stay here again next time I am in Glasgow.

My room was at the front over looking the club that has about 300 people standing on the street from 10pm till 3.30am. I can sleep anywhere but the nosie from this place was terrible. At 2am I tried to sleep on the bathroom floor but it made no difference. I would of slept better on the street. The lock on the door was that bad a slight push would of got you into my room. Terrible place, Over priced, terrible location. DONT put yourself through it.