Mercure London Hyde Park Hotel

Front desk. I booked two separate stays, as a family member was leaving after the first night. An hour before we arrived, it sent me a message through Booking.com informing me that due to an issue with their room mapping system, they could not put us in the correct room types we had reserved and would relocate us to their sister hotel, Hotel Indigo, instead. When they realised we had booked two stays, they arranged for us to stay at Indigo for the whole duration and offered us a 30% discount. My sister and I both confirmed that this would be for the whole stay before we paid for the first night. But, Indigo was terrible. My shower only had boiling hot water, not cold water, making showering impossible. When someone was sent to check, he told me, 'if it's that important to you, then shower in [your family member's] room.' My sister's air-conditioning was not working, on one of the hottest nights of the month, and she was told, 'open a window'. The next day, we complained, and they assured us we would move back to Mercure, and that we would be partially refunded for the first night. However, when we returned, we were informed they would not honour the 30% discount for the rest of the stay. Originally, their reasoning was that the receptionist had NOT said it was for the whole stay. Then, when the manager got frustrated with our insistence on our version of events, she changed her reasoning, stating that since we had moved back to Mercure, the discount no longer applied. The receptionist on duty at the time also whistled when we expressed anger, refused to look at the person who was speaking and kept staring rudely at one member of the party, and then threatened to cancel our booking entirely, at almost 5pm, when we could not have found alternative accommodation. From beginning to end, an issue on Mercure’s end was made into our problem, disrupting our plans and causing significant stress.
Housekeeping.

Nothing

I think the photos aren't really what you get, rooms look bigger , also said garden or amity view, nor sure a kitchen vent and dirty plastic leaves covering the wall is quite what I works call a view, rooms was generally clean however definitely room for improvement, especially the bathroom. A little tlc wouldn't go amiss

Café da manhã era bem ruim, é em anexo ao um restaurante que tem do hotel, tem poucas opções para comer, os pratos 'prontos' era bem típicos Londrinos, mas como é uma rede de hotel grande que eu já fiquei em outras localidades, o café da manhã poderia ter mais opções para quem é da 'américa', tinha frutas como maçã e banana, mas as bananas como exemplo eram super maduras e as maças estavam já meio passadas.
No anúncio do booking diz que o hotel disponibiliza um transfer para o aeroporto - E ISSO NÃO EXISTE, eles não disponibilizam nada. E isso foi um dos motivos que reservei esse hotel.
O valor final ficou R$ 2.061,72 Dois mil reais a mais, MAS O PORQUE EU NÃO SEI!

Nothing

Our room was quite small, but fine for one night. Hard to walk around with two small suitcases opened on the floor.

Lift
Entry was a bit bizarre, long walk around the block and not easily identifiable from a distance.

Booked a room with a King Size bed which was rather small. Also ground floor room with no outlook. A little disappointed given the premium rate for the room.

Nothing

I have stayed at a lot of hotels of all kinds but have NEVER heard of charging a fee for early check in. This is simply a scam to extract money from customers. I could MAYBE understand if it was to arrange early check in ahead of time, but if the room is already ready when I show up, there is no reason to charge me extra just to give me the key an hour early. And waving the fee if I create a loyalty account for a hotel chain I never stay at is NOT a suitable alternative.