Mercure Bergamo Centro Palazzo Dolci

I was extremely disappointed by how the hotel handled my request. After surgery, while I was still receiving medical treatment, I contacted them to cancel or reschedule my booking. They refused outright, offered no alternatives and showed no empathy or willingness to help. It felt as if policy mattered more than basic human consideration. This added stress at an already difficult time. I expected better from a hotel that says it cares about its guests, and I won’t return.

The breakfast had plenty to choose from, including crispy bacon and good scrambled eggs, and staff were friendly. My room was spacious and comfortable, with a nice view of Citta Alta. It’s a two-minute walk to both the railway station and the town centre, and there are lots of good restaurants nearby for dinner. We ate at the Bruschetta and the Osteria Valenti di Marco Maffeis, and both were excellent. A good-value base for a break in beautiful Bergamo.

The lobby juice was a nice touch, and the breakfast was decent, with a good range and standard. Our corner room overlooked a busy junction, but the soundproof windows and walls kept the noise from being noticeable. The rooms and bathrooms are a good size, and the location is good too. The bathroom was extremely spacious but very cold, as the heating was broken. We also had to wait a good 20 seconds for the water to warm up at both the sink and shower. The lobby toilet was extremely dirty and wet.

The staff we met were genuinely nice and helpful, and the rooms were lovely, modern, very clean and comfortable. The location is excellent for exploring the city. The problem was how stretched the small team seemed by the high guest demand. They kept trying to help with a smile, but waits for check-in and checkout, room service and even simple requests were noticeable because they were overloaded. This is a four-star property with a five-star location, but the service speed feels like a two-star operation because there aren’t enough staff. More staffing could make this hotel truly outstanding.