Radisson Blu Edwardian Mercer Street Hotel

my family and I have been guests at the RB Mercer st. for at least the past 10 years and we had never experienced such a horrendous stay in any other hotel in the world and believe me, we had been travelled a lot. We arrived on the 29th June and asked for a paid room upgrade as our son decided to join us last minute. Gil, at the front desk was very friendly and managed to upgrade us to a corner suite for an extra payment. At 15:30 we went to the room #217 just to find out hair in the bath and that the phone for internal calls from the room wasn’t working. So, before we left for the evening I asked Gil to fix the problems, specially the hairs in the bath as I intended to have a bath afterwards. We came back and nothing had been fixed. A bit of a disappointment, I went back to the reception, complained with Gil that hasn’t checked if the service had been done but hey hou, hotel maybe full, staff busy… Next morning, it’s when the S***t show has started. The bathroom turned into a lagoon after the first shower. After the second, a big part of the rooms carpet was soaking wet! After more complainings and maintenance sent to our room while we were having breakfast, Gil informed us they will be moving us to another room. We just needed to pack again and when we were back, the room will be ready. So we went to do the things we had planned. We came back around 15:00 to rest a bit, have a shower before dinner. New corner suite #317. And than the second part of the s***t show started: first shower: bathroom turned into a lagoon AGAIN and a bit of the rooms carpet. I went to reception and tried to talk to Micael, the guest relations puppet! I was totally ignored, it would be more productive to talk to the wall. He didn’t say a word and just kept looking at the computer screen- useless, as I said, a puppet seating of the chair. Not even: I’m sorry for the “inconvenience” - great guest relation! I had my shower in the bath and as we were leaving, puppet disappeared and Gil was at the guest relations table. I complained to him, explained again the whole situation and what did I get in return? Nothing! Just a nodding face and that’s all. It’s outrageous how we were treated, how the whole mess was handled and how Radisson Blue Mercer Street staff managed the whole situation. The compensation:They refund us with the extra upgraded payment . No real manager around, nothing! I even wrote to Mr. Rekhi, the general manager - no answer at all! And when we are checking out, the new guest of room #217 were making THE SAME complain as us...unbelievable! This said, I have to thank GEORGE from the concierge who kindly change our restaurant reservation on Monday and recomended a very nice laid-back japanese restaurant and even offer us complimentary breakfast (before the s***t show even started).

Just want to let people know that if you book a twin room that they can't guarantee this until arrival. So strange. I booked for 2 nights ( cancelled another booking for this hotel as looked nicer) to get a message to say twin rooms are allocated on the day. I don't really understand this. If I book a twin room that's what I want..I did go back to customer service but got nowhere do I've cancelled and booked elsewhere.

Poor service from start to finish. On arrival, a very half hearted greeting. Asked was room quiet? didn't know (and clearly didn't care). Room was not the best, broken chair and not great at all. Was in and out through reception several times and not once was greeted by anyone. Room was very noisy, pub in street outside and noisy air con fan from from outside. Had a early flight on last morning and went down to breakfast at 07:28 (breakfast on Sunday from 07:30) was curtly tod to come back on 10 minutes. As I was pushed for time went and tried to check out. Was told I needed to have breakfast first. Went back and same manager now let me in but was very unfriendly. Then went to leave and check out. Different receptionist said that "system was down" and he would email me a receipt, which he didn't. Send an email and got a standard response but still no receipt! Amazed that Radisson let their brand be associated with such shoddy service ...and judging by the hotel's response to my email, they really don't care.

The staff were warm, welcoming and very accommodating. The hotel was centrally located and walking distance to all the theaters we visited during our stay. The neighborhood was exceptionally clean and safe. It was close to a variety of transit options. I would definitely book again. The best coffee shop in the area is across the street, Monmouth Coffee.

An excellent location in the heart of theatre land. This hotel is literally a 3 min walk to Leicester Square The rooms are comfortable and maintained well and the breakfast selection is also very good