Hôtel Mercure Paris La Sorbonne Saint-Germain-des-Prés

Location

The mechanism to enter the room was broken and was not fixed during our stay, even though they promised to change the batteries. From our perspective this is unacceptable customer experience and paying attention to customer needs should be the priority. We wanted to reach out to Accor support but we end up at reservations. We were told to contact the manager, but that was impossible as well. Breakfast room is too small and crowded. Personnel seems to be understaffed.

Location is very good.

Staff were unable to communicate across shifts. We were initially placed in a very poor studio type room with no wardrobe or place to lay open a suitcase. We arranged a room transfer - or so we thought - to be nearer to family staying in the hotel. Arrived back at the end of a busy sightseeing day and the agreed change had not been made, though an alternative room was arranged in place of the very poor studio room. The new room was acceptable but not located where we were told it would be. I had advised the hotel by e mail that we were celebrating a 30th wedding anniversary. This was not acknowledged until day 3 of 4.