Radisson Blu Edwardian Mercer Street Hotel

Stayed here for 2 nights over the Easter Weekend. This was our first time in this hotel and it didn't disappoint. Check in with Helen was easy and relaxed, and we arrived in our room which was a little bigger than our usual London hotel room. However, before we could unpack, we got a call from Head Concierge Edward, informing us that we had just been upgraded to a room with a king bed. He arrived at our door and escorted us up to our new room on the 6th floor, which was much bigger than our usual London hotel room. Room was clean and comfortable, with a large bathroom. This was an amazing unexpected surprise and really got our weekend off to great start. This hotel has a cool boutique style, and the staff are all professional and friendly, very attentive and ready to help with anything, from providing directions to booking a table. On that note, I can't remember the concierges name (apologies), but we were heading to ABBA Voyage that night, and he booked us a table at a great Indian restaurant called "Punjab", for when we got back, and as he said "consider it done", which could be considered their mantra. Breakfast was just as good, great selection, with tables looking out onto the street. Location is great too. Around 5-10 minute walk from Oxford Street, Covent Garden and Theatreland. In fact, the theatre that hosts "Matilda the Musical" is 20 paces from the front door. Check out is 11am, but they will store your bags for you. Highly recommend this hotel, and we will return.

Terrible customer service on the part of Micael and Ana, "managers" on duty. 2 emails of complaint have been sent, 1 directly to the GM of the hotel and no reply on their part. Customer service is definitely not their forte. The only positive part of our trip was the excellent service of the hotel's Head Concierge, Mr Edward Parkes.

This hotel we choose because of the location. The time we entered the hotel the staff was very friendly and accommodating The breakfast buffet is really good and had everything we needed plus a small ala carte selection as well The room was clean but the highlight was the guidance we got from the concierge team on planning our trip Thank you

Most things are broken. Air conditioning is poor and in our experience doesn’t work at all. Lightbulbs need replacing. Fridges rarely work, most hairdryers and bathroom scales are not working. Safe locked and broke down and could not access contents. Staff member Micael on reception is the rudest and in my opinion the most unprofessional staff member. Manager Ana avoids face to face contact with hotel guests when the have a problem and hides in the office. I had to move rooms 4 times over a 3 night vacation. Save yourself the stress and stay elsewhere! Fire alarm went off for 2.5hours on Sunday afternoon with no prior warning. No explanation or apology given by staff despite requests in writing. Simply dreadful!!

Made a mistake on my booking, but Jude from night Reception team was very good at handling the situation; able to calm me down, reassure me that mistakes happen and that they will do their very best to make my stay special. Very much appreciated!