Mercure Exeter Rougemont Hotel

This is the worst hotel I have ever stayed in my life. It does not meet the standards of a four-star hotel at all. The experience is extremely bad. Here are my detailed experiences: I checked in on November 29th and booked it through Ctrip one day in advance. I did not make a reservation in advance, so the price was half higher than the market price. However, the actual facilities and services of the hotel are not worth the price at all. When checking in, the front desk told me that my room was on the fourth floor, but the elevator only goes to the third floor, and their rooms on the third floor have two floors, so I have to climb an extra steep staircase to reach the fourth floor. When I arrived at the room, I found that the room was located at the innermost corner on the right side of the stairs, next to a storage room that can be opened at any time, and directly opposite is another room. As a woman traveling alone, I felt very unsafe. I needed to go down the stairs and return to the front desk to request a room change and explained the reason. At first, the front desk who checked me in at the beginning expressed his willingness to help find it, but the other one had a very bad attitude. Without checking the computer, he told me and the front desk directly that there were no extra rooms. In the stalemate, I found that there were still rooms of the same type available online, which means that the hotel obviously had vacancies. At this time, with the efforts of the first front desk, I found a room of the same type on their system and I was able to change to a new room. However, the new room was already on the fourth floor, and the facilities inside the room were still very poor. The light switch in the room was broken, causing the room to be pitch black. Because there was no phone in the room to contact the front desk, I had to go downstairs again to find the front desk to help me check in. After the front desk came up to check, he said that he didn't know the reason because he had just joined the company, so he needed to go downstairs to ask his colleague to help him come up. During this period, I was waiting for him at the door with the room card. I found that I didn't take the headphones, so I planned to open the door and go in. At this time, the room card could not be used. After waiting for 5 minutes, his colleague did not come up to help me. I tried to open the door with the room card twice. His colleague only told him downstairs that the room switch needed to be operated repeatedly before it could be used. Finally, he turned on the light in the room under his continuous operation, but there was no ceiling light in the room, only two table lamps, which did not meet the standards of a four-star hotel at all. There was no mineral water in my room, only a plastic kettle of very poor quality. Although there was a menu, I couldn't order because there was no phone. Then I tried to call their hotel, but no one answered after waiting for 5 minutes, so I gave up. There was only shampoo, shower gel and hand soap in the bathroom, and no toothbrush was provided. And there was a towel directly on the floor of the bathroom. Not only did the facilities of this hotel seriously not match the publicity, but the attitude of some employees was also very bad. In particular, this kind of differential treatment made me feel that there might be gender and racial discrimination, because most of the online reviews were good. Because I traveled alone, I chose the smallest room but was obviously ignored and disdainfully excluded. Of course, there were also good staff. Because I was worried about the safety of the night and feared retaliation, I didn't complain that day, but this experience made me very disappointed and I would never recommend anyone to stay. One more thing, calling them took at least 7 minutes, and I lost my patience several times and didn't want to complain, but I felt that the price and service made me feel very unhappy, so I called, and their manager didn't come to talk to me. Just a staff member told me that he was in a meeting, and I didn't understand what kind of meeting could be held all night.

The room is old and the facilities are average. But the price-performance ratio is very high. Because I had a bad sleep and there were no twin rooms, I was upgraded. All my requests were responded to. The front desk lady and auntie were very patient and polite. I will definitely stay here next time I come to visit my baby!