Ratings based on 461 Verified Reviews
4.3 Room cleanliness
4.2 Service & staff
4.0 Room comfort
4.0 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 26 Oct 2024
N
by A verified traveler
Posted 20 Jul 2024
by A verified traveler
Posted 17 May 2024 on Hotels
by A verified traveler
Posted 6 Nov 2023 on Ebookers
Amazing
by A verified traveler
Nice hotel
Posted 2 Nov 2023 on HotelsNice hotel with all comforts needed
by A verified traveler
Posted 19 Sep 2023
Good hotel in the centre of Biel, rooms are clean but small and breakfast might be improved, dinner is nice!
by A verified traveler
Posted 11 Sep 2023
by A verified traveler
Posted 9 Sep 2023
This was by far the most disappointing experience. We got to the hotel & just left our bags & immediately left to see the city. When we got back we had the time to check on the conditions of the room & noticed that it was dirty. Found some hair on the bathtub and pillows, the floor was sticky. We know this things can happen & thats why we approached the lady on the front desk. She offered to change rooms but told us they would make a downgrade bc they didnt have any rooms like the one we paid for available. We agreed to it but also asked about the fee difference between the rooms & they told us not to worry about it, that they’d find a solution. After the 3 nights, at checkout time we asked about it again. They brought the very unprofessional rude manager to tell us that they wouldn’t be refunding the fee difference because our new room was a “complete mess”. We are delicate & careful people & don’t like leaving our stuff all over the room, so we always leave our stuff well packed and locked. We let them know this couldnt be our case. Even if it was, it is their job to clean the room bc they charge you a fee for that & has nothing to do with receiving as a new guest a clean room. We also let him know about this. And this is when he started talking to us in an aggressive way, telling us to “not behave like animals” referring to how we were complaining & demanding an actual solution. Also called us “sensitive people from Spain” when we’re not even Spanish. FULL REVIEW ON GOOGLE
Comment from Hotel Management
20 Sep 2023 by Team Mercure Plaza, Hotel Management
Dear Irma,We would like to express our gratitude for taking the time to share your thoughts following your recent stay. The voice of our customers is of immeasurable importance and helps shape our commitment to excellence.We acknowledge that your experience did not entirely meet your expectations, and although this may bring disappointment, please rest assured that our dedication to customer satisfaction remains unwavering. We continue our relentless pursuit of improving our services.Your feedback is invaluable to us, and we welcome it with great consideration, just as we do with every customer response. These insights inform our reflections as we persist in our ongoing journey of enhancement.With Best Regards,
by A verified traveler
Posted 13 Aug 2023 on Hotels
by A verified traveler
Posted 18 Jun 2023
