Mercure Hotel Düsseldorf Kaarst

Thanks for another nice stay. The renovation is necessary, so no need to apologize for it. The location and rooms are very nice, and the staff are as kind as ever. And thanks for the great breakfast, I really enjoyed it. See you soon! ❤️

We spent a full week here, and housekeeping never came once. No bins were emptied, toilet paper wasn't replaced, and tissues weren't restocked. That's especially unacceptable with an infant who needs frequent diaper changes. Breakfast was the same every day, with no variety. The problems started on 2 December 2025. On 4 December, our bathtub flooded completely. We reported it right away, but nothing had been fixed when we came back that day. Staff said there was no record of the complaint. After a long argument, we were moved, since the first rooms offered were much worse than what we'd paid for. The next morning there was no hot water pressure, so we couldn't even bathe our baby. We were moved again to a suite, but the shower leaked there too. Hot water was often missing in the evenings, and sometimes we waited as long as 20 minutes for it in the morning. Service was terrible. We asked several times to speak with a manager and were told each day that he wasn't there and to come back tomorrow. Our complaints were ignored. We also asked to have our baby's crib moved to the new room, but after waiting two hours in the lobby with our sleeping baby, staff still said they couldn't find it. The disorganization, poor communication, and failure to provide basic services are shocking for a hotel claiming four stars. This was one of our worst hotel stays, and we can't recommend it. I'd strongly advise people to avoid it.

It was an okay hotel, though when I arrived I thought it was closed because nobody was there. Breakfast was very limited, and there wasn't any staff around to help. The first night's buffet cost €34 for two main items and hardly anything else. I had to wait 15 minutes before I saw any staff.

I booked three rooms for a business trip, and the staff service was fine, apart from the stairs being out of order. After checking out and leaving, I realized I'd left valuable personal belongings behind. I've tried contacting the hotel several times, but the only emails I've received are asking me to leave a review. That's very poor service, and I'm now out nearly €400.