I would rate my experience 3.5/5. Mixed feelings.
Many good things to say about the hotel itself. The price($75/night) was good. The location was great for tourism, walking distance to a lot of things. The hotel lobby had a computer with internet access to use for free which was very nice to have so I could stay in touch with friends and family in the states. The hotel front desk exchanged currency during the daytime. I thoroughly enjoyed the breakfast buffet. I read other reviews on here saying that it was not great quality, I think they're just expecting way too much for a breakfast buffet. Everyday there was 4 fresh cut fruits to choose from, coffee, juice, milk, eggs, bread, etc. Very pleased with the breakfast. The room and bathroom were nice and clean. The tv channel selection was good, included many channels in english too.
The staff was terrible. If it weren't for them, would easily give 5/5 on the review. Stayed for 5 nights and had many problems. Upon arriving to the hotel for check-in, staff at front desk was very unattentive and unfriendly. No smiles to be seen which was a constant theme throughout our stay. Gentleman at the front desk wrote down the wrong room number on our key so after many failed attempts on the fifth floor, we came back down to lobby to get correct room number from him. One day my friend and I ate breakfast and went for a walk around outside. We came back to the hotel and I wanted to take a shower before starting our day full of activities. I did not have any towels because the cleaning people had not come to my room yet, which normally would not be a big deal, I would just ask the front desk for a towel and go about my day. Not at Mercure. I asked the front desk lady if I could have a towel to shower and she responded that I would get one when the cleaning lady cleaned my room. Hmm, ok, I asked around what time that would be because it was already in the afternoon and we had activities planned, to which she responded sometime this morning. ???? It was already after 1 o'clock in the afternoon. I had to take it upon myself to walk down the halls to look for the cleaning lady and ask her for a towel. She did not know we were staying for 2 more nights or otherwise would have cleaned the room already she said. Probably something the front desk could have handled for me instead of being rude to me. One day we met up with my friend's cousin who lives in D.R., who drove out a long ways to see us. The hotel front desk said that she could not go up to the room because we did not pay for a guest. Fair enough, I said money is no problem and I would pay for a guest. The front desk demanded that they scan a copy of her identification for her to be allowed in the room. She came all the way out and did not have it on her so she was refused entry. Again, front desk was very rude during the entire ordeal as if they have no clue about the hospitality industry. My last review on tripadvisor was for the Toscana Inn hotel in Panama City, Panama which I gave 5/5 on the review, as most others have, because of the tremendous service. I am not one to complain but the staff really does need to either be trained or replaced.
Others have left reviews saying they did not like the street noise, I had no problems with that but...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
19 April 2012
Dear M. James B,
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I just read your comment about your stay in our hotel and I see two different matters in it.
First some mistakes like the key issue, the room not done. On those matters, I want to apologize as indeed, this is not correct and some processes will be put in place to avoid the inconveniences in the future. Thank you also because my perception after reading your comment is that you are a very tolerant guest.
The second part worries me much more as you talked about attitude problems. I wish I could tell you what happened but I cannot. We are not used to have those attitudes in the hotel and our guests are even usually close to our staff. It is already planned to meet all together and we will discuss the problem.
Please do not stay with this vision of our people in Santo Domingo and do not hesitate to contact me before your next stay in the country, I will be pleased to make your next stay definitely pleasant.
The whole team wants to apologize for having given you this perception.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC