I stayed here with a larger group in December of last year. The hotel itself is absolutely ok. The rooms are nice enough and altogether the hotel is very clean and bright.
However, my experience was overshadowed by the service in the hotel bar. This already started on the first night when our waiter was generally very rude and ignored the orders of one of my colleagues throughout the night. On another night, the same waiter seemed to be completely stressed out and after screwing up yet another order started picking a fight with one of my colleagues after he complained. I have never experienced anything like that. The way the waiter talked to my co-worker was absolutely unacceptable. Since my colleague was from Italy, I felt like I had to intervene. For me this was a very embarrassing moment, especially since I am always treated very well when I am in Italy. It is true, that the my low score for this hotel results solely from this one experience, but I do expect that a four star hotel would be more careful in who they hire and how they train their people. It was clear from the start that this employee had no business of being in the service industry. When I complained to the night manager, he mentioned that they had problems with this waiter before, if this is the case, maybe someone should have taken some action because this employees performance reflected very badly on the hotel.
- Mercure Duesseldorf City Nord
