Mercure Charlestown

I’ve stayed at Mercure Charlestown more than 20 times over the years, and the experience has varied a lot. Since the management change, service consistency and recognition of loyalty benefits seem to have slipped. As an Accor Platinum member, I find the lack of acknowledgement and published benefits disappointing. I understand upgrades depend on availability, but at my latest check-in there were more than eight rooms in a higher category available. None was offered. I checked availability myself afterward and have screenshots. The staff member told me she could only assign the room automatically allocated by the system. She was polite and following her training, so I don’t blame her. This looks like a management and training issue. I’ve held Accor Gold status for over three years and Platinum for more than five months. I hope management reviews staff training, authority and adherence to Accor loyalty standards so long-term guests receive the experience promised.

My husband is still talking about the scrambled eggs. He said they were the best he’d had at a hotel breakfast, so compliments to the kitchen team! We were there just one night and found the stay very comfortable. Check-in was quick, but the first keycard didn’t work, and our first room was at the far end of the hall. I went back to reception, and they moved us to a room closer to the stairs.

The woman at reception was lovely and made us feel welcome. The rest of the stay went downhill. Our bed was very uncomfortable, the shower was low, and the hall was noisy at night. The restaurant was the biggest letdown. My partner’s steak was undercooked and made him sick, my burger was average, and room service took more than 45 minutes. The chocolate cake arrived burnt. After a long workday, we’d hoped to cool off in the pool, but it closed at 6pm. Very disappointing for the price.

The restaurant was a pleasant surprise. Our meals came out piping hot and cooked just right. My husband said his Boscaiola was one of the best he’d ever had. Staff were friendly and helpful, and check-in and checkout were straightforward. The room was spacious, clean and had what we needed. There was dust on the kettle and wine bottle, likely because they hadn’t been used or replaced recently, but the rest of the room was very clean. We’d have no hesitation about staying again.