Hourly Offices - 144 Praed Street

2026年8月10日から12日に宿泊しました。 二部屋予約していました。可能であれば荷物を預けたかったので、早めにチェックインできるかどうか尋ねたところ、一部屋は準備ができているのでチェックインができるとの案内だったので、チェックインさせてもらいました。後から二部屋目に通してもらって気がついたのですが、アメニティなどが補充されておらず、実際は一部屋目の準備は不十分でした。客室自体は綺麗で、駅の真上なので鉄道の音が少し響きますが私たちは気にならない程度でした。なので、星四つとしています。場所はパディントン駅からすぐで、とても好立地なので、星5つとしています。 では、サービスについて、星一つとしている理由を書きます。 11日に私たちは、一部屋の清掃スキップの札をつけ忘れていました。そのため、清掃が入りました。観光から帰り翌日12日にチェックアウトのためにスーツケースのファスナーを閉めようとしたところ、ファスナーが全壊していることに気がつきました。スーツケースのファスナーはロックをかけていましたが、TASロックの穴は何かでほじられた痕跡があり、ロックのかかったファスナーごと無理矢理こじ開けられていました。フロントに行き事情を話したところ、5分後に人が向かうと言われましたが誰もきませんでした。なので、フロントにスーツケースを持って行き説明したところ、横にいたドアマンから「荷物の詰めすぎで破裂したんだろう。前に私も同じことになったことがある。」と言われました。正直に言って、そこまで荷物を詰めていなかったですし、もしその可能性があればフロントに相談するようなことはしません。初めからこちらに落ち度があると決めつけた言葉をかけることが信じられませんでした。その上、フロントのスタッフはマネージャーなどに電話で連絡するなどの対応もありませんでした。その後、私たちは次の旅程のためにホテルを出なければいけなかったため、フロントスタッフはカードキーの入室履歴や監視カメラの映像を確認してメールをすると言いました。ですが、結局なんの連絡もなかったため、直接ホテルのマネージャーにこちらから事の顛末をメールしました。 そこで初めて、普通の社会的な対応をもらいました。 毎日のようにフロントスタッフやドアマンが変わるので、あなたが利用される時に当たりのフロントスタッフやドアマンであることを願います。 また、私たちはすべての貴重品を身につけてホテルを出ており、スーツケースからは何も取られていなかったので、何のためにスーツケースがこじ開けられたのかはわかりません。 そして、誰がそれを行ったのかがわかる決定的な証拠は無いため、ここで誰がやったかを明言することはしません。 ですが、考えてみてください。 もし、万が一客席に入る権利のある人がそのようなことをしたとして、誰が正直に自分がやったと言いますか？ 逆説的に、どのようにしてそれをやったと証明できますか？ 客室に監視カメラでも無い限り不可能ですが、それは現実的ではありません。 毎回部屋を出る前に自分のスーツケースの状態を写真に撮りますか？どこにそんな人がいるでしょうか。 残念ながらそのようなことが客室で行われたとしても、利用客は言いがかりのようなことしかできません。 メルキュールグループのホテルにはこれまでたくさんお世話になってきただけに、このような別れ方になってしまい非常に残念です。 皆さんも、スーツケースや貴重品の管理には今一度気をつけてください。

Small rooms but perfect location. Also breakfast is in Bella Italia, a few meters away from the hotel.

Poor service – extremely disappointing experience. We planned to stay here for 3 nights, and unfortunately, our experience has already been disappointing after just the first night. After a long day of travelling, we arrived to check in at around 10pm. We dropped off our luggage, returned our rental car, and then came back to the hotel. The staff member who helped with our luggage did not appear friendly. When we returned, I asked about our luggage. The same staff member told me he did not know where it was and acted as though he could not remember anything about it. This conversation continued for several minutes until another member of the reception team mentioned that our luggage was stored in the back. At that point, he said he had been "joking." I do not believe this was appropriate behaviour towards guests, especially after a long day of travel. I told him that it was not funny, and his response was simply, "It's been a long day, right?" There was not even an apology. Is this really how guests should be treated? The following morning at around 8:00 a.m., we were woken up by a loud, repetitive noise. Since we had gone to bed very late the night before, we had hoped to get some extra rest, but that became impossible because of the constant disturbance. I called reception to report the issue, and it took around 10 minutes for someone to come to our room. The first staff member who arrived heard the noise and told us it was happening in multiple rooms and the whole floor outside. I asked whether we could move to another room, but she said she needed to speak with her manager. After another 15 minutes with no update, I contacted reception via WA and was told they were still looking into the matter. Shortly afterwards, another staff member arrived and explained that the noise came from the AC extractor and that it happened every morning. I explained that this level of noise was unacceptable during the morning when guests were trying to sleep, and again requested to move to a quieter room. About 10 minutes later, she returned with a maintenance technician, who simply switched the unit off. The noise stopped immediately. I asked why this had not been done from the beginning, as it had taken almost an hour to resolve such a simple issue. Instead of acknowledging our frustration, the staff member simply replied, "The sound is gone now, right?" and appeared ready to leave. I had to ask further questions about whether the issue would happen again, and the only reassurance I received was, "Don't worry, don't worry... no more sound." At that point, we felt that our concerns, frustration, and the time we had wasted were not taken seriously. We contacted reception again via WA and phone before going downstairs in person to explain that we were no longer happy with our stay and wished to request a refund so we could move to another hotel. The overall attitude we received made us feel as though, because the noise had stopped, our experience no longer mattered. When we spoke to reception, we were told we could move to another room later in the afternoon after another guest checked out because the hotel was supposedly fully booked. We requested a refund instead so that we could stay elsewhere, but this was not accommodated. Instead, we were offered complimentary breakfast, which was not what we wanted. We were repeatedly assured that there would be no further noise and that the staff knew the hotel well enough to guarantee this. However, based on our experience, that reassurance did not inspire much confidence. If they truly knew the issue, it should have been resolved immediately rather than taking almost an hour. In the end, we had little choice but to accept the offer and hope that the room would indeed remain quiet for the rest of our stay, as promised. Overall, this has been very disappointing experience. What upset us most was not just the luggage and noise incident itself, but the lack of professionalism, and accountability shown throughout. We expected much better service and care from a hotel at this standard.

Thanks so much for kind service

The only positive point about this hotel is its location, but it's nothing like a 4-star hotel. The room was small, the housekeeping wasn't very good, and breakfast had to be taken outside at another hotel—this wasn't mentioned in the description. Unannounced construction work was extremely disruptive. We tried changing rooms for more peace and quiet, but it made things worse. We were woken up at 8 a.m. by a jackhammer right above our room (I have video evidence). Our family, with children who were still asleep, couldn't open the window because of the scaffolding. The value for money is nowhere near what you'd expect from a 4-star Mercure hotel. No compensation was offered for the inconvenience caused by the construction work.