Mercure Saint Lary

Indeed there is no air conditioning ... but that will be resolved by next summer, we were told. Very nice hotel, beautiful rooms with terrace, good bedding, well equipped. Very complete breakfast, a good time. Hotel lobby and bar are very enjoyable for relaxing. It is not adults only :)

We were very disappointed by our stay at this hotel, which absolutely does not meet the standards expected of a 4-star Mercure establishment. We never received the alleged email informing us of the lack of air conditioning, just as the hotel claims to have never received my request for a quiet room made via the "message" section of the Accor site. However, this feature exists precisely to allow guests to submit their requests before their arrival. In all the other Accor hotels where we stay, these messages are properly taken into account. The lack of air conditioning is also not clearly indicated in the hotel description on the Accor website. During periods of high heat, this information is nevertheless essential, especially for vulnerable people. This is not a temporary breakdown, but a deliberate choice by the establishment, even though the building is old, dilapidated, and very poorly insulated. The consequence is simple: either we sleep with the windows closed with a temperature close to 30 °C in the room, or we open the windows and endure heavy traffic all night, noise pollution from the restaurant located below, conversations, clattering dishes, barking dogs, and light pollution. Despite my request for a quiet room, we were therefore placed above the restaurant. At the front desk, we were told that we must call for any special requests. In that case, what is the purpose of the section provided for this on the Accor website? When the hotel does not receive a request, it is up to the guest to bear the consequences, even though the establishment does not question its own communication tools. Regarding the room, several points demonstrate a lack of attention to detail. Three complimentary bottles of water were left in the room at room temperature and not in the minibar. During a heatwave and in a hotel without air conditioning, offering warm water is difficult to understand. The minibar, which is clearly presented as a minibar and not as a refrigerator, does not allow for drinks to be properly chilled anyway. There were three of us, but only two cups were available for the complimentary hot drinks (teas and herbal teas). We would have therefore had to wait our turn. The bedding was also completely unsuitable for the season: a polyester duvet as well as a wool blanket in the middle of summer, in a room without air conditioning. A simple cotton sheet would have been much more appropriate and more consistent with the environmental commitments highlighted by the hotel. Unfortunately, the welcome did not live up to expectations. The only response provided regarding the air conditioning was to hope that it would be installed by the summer of 2027, with the argument that "the nights are cool." This remark was obviously of no use to us, since our stay was taking place immediately and we will not be staying until next summer. The departure was also disappointing. No express check-out system was offered despite the credit card authorization taken the day before. We simply dropped off our cards at the front desk, but a receptionist ran after us to ask us to pay for the room. What is the point of the credit card authorization taken in advance if it does not simplify the guests' departure? In the end, the customer experience is very disappointing: lack of comfort, admitted absence of air conditioning, noise disturbances, customer requests not taken into account, unwelcoming reception, and nonexistent solutions. For a rate of €150 per night, the service is totally disproportionate and unworthy of a 4-star Mercure hotel. Having the habit of staying in Novotel, Mercure, and even Ibis hotels in the Accor group, we have experienced establishments offering a much better level of service and comfort for an equivalent price. Friendliness: 0 Reception: 0 Air conditioning: 0 Tranquility: 0 A disastrous customer experience. We will never return to this establishment.

Very welcoming staff, large clean and pleasant room but no air conditioning. We did not sleep much during the heatwave; how can one display 4 stars without air conditioning? We are used to Mercure hotels, and this is the first time there is only a small fan. Good breakfast